Job Description

Manages clinical, business office and other administrative functions of an ambulatory site.

I. Essential Functions

1. Coordinates and integrates services within the department with other departments, and with the System’s primary functions. Participates in the selection of outside services, if needed.
2. Continuously assesses and improves the department’s performance. Maintains appropriate control/assessment programs (if applicable).
3. Actively utilizes improvement strategies and tools to positively impact all aspects of operations.
4. In cooperation with departmental leadership, manages all on-site activities in such a way that promotes the satisfaction and welfare of the patients visiting the site.
5. Facilitates the purchasing of supplies, pharmaceuticals and office goods by working collaboratively with vendors. Assists in the selection of outside services; resolves issues related to services provided by outside vendors.
6. Assures that FPI policies regarding cash collections and reconciliation processes are followed using GE’s Front Desk and Credit Card Module.
7. Works in partnership with lead physician to solve problems, resolves conflicts, enhances operations, quality and safety.
8. Communicates operational issues to level of organization required to obtain timely and effective resolution.
9. Establishes service recovery protocols; trains and empowers staff to address patient concerns; assures all patient issues are appropriately addressed.
10. Monitors expenditures at the department level looking for cost containment opportunities by promoting efficient utilization of staff and services.
11. Recommends staffing levels, selects and assigns staff, evaluates performance, evaluates/tests competencies (as applicable), provides orientation, training and continuing education of staff, and initiates or makes recommendations for personnel actions.
12. Develops goals and objectives to meet the strategic/business objectives for areas of responsibility.
13. Develops, establishes, and implements goals, objectives, and policies and procedures for department which guides and supports the provisions of the department’s services.
14. Demonstrates a commitment to patient, visitor and staff by; complying with all applicable safety regulations; learning the impact of medical errors and methodology that will lead to reduction of errors; reporting actual and potential errors, as well as hazardous conditions; identifying opportunities to standardize processes and “error proof” systems that will lead to increased safety; and participating in safety education programs and root cause analyses as required.
15. Compiles and analyzes data for special reports to assess operational and financial performance as well as identify and correct trends that negatively impact the practice.
16. Maintains establishes policies and procedures, objectives, quality assessment, safety, environmental and infection control standards.
17. Maintains professional growth and development.
18. Provides outstanding service to all customers; fosters teamwork; and practices fiscal responsibility through improvement and innovation.
19. Uses the electronic medical record as documented in the department and/or FPI standard operating procedure and processes.
20. Completes mandatory employee health, workers compensation, HR processes, and other training and requirements in required time frame to insure compliance with all FPI rules and regulations.

II. Service Excellence Behaviors

1. Models and integrates FPI’s service excellence values and behaviors in all operational functions to achieve and maintain a high-quality culture of service excellence in all areas for which he/she is accountable.
2. Demonstrates ability to lead others to ensure that all service excellence goals and objectives are met at all levels within the department.

III. Management Competencies

Professional Knowledge/Expertise

• Achieves a comprehensive level of technical and professional skill or knowledge in position- related areas Understands the essentials of FPI’s competitive position and strategy.
• Maintains knowledge of and applies applicable policies, procedures to specific functional areas.
• Understands applicable governmental rules and regulations and their impact on work.
• Understands budgetary constraints and manages costs associated with the unit; practices responsible stewardship of FPI funds.
• Stays abreast of current developments and trends in all relevant areas of one’s field; is a member.

Decision-Making

• Identifies and understands issues, problems, and opportunities.
• Compares data from different sources to draw conclusions.
• Uses effective approaches and facilitates others in choosing a course of action or developing appropriate solutions.
• Takes appropriate action that is consistent with available facts, constraints, and probable consequences.

Interpersonal Skills

• Develops and uses collaborative relationships with internal and external partners and customers to facilitate the accomplishment of work goals.
• Keeps people within and outside the department updated and informed in a timely manner.
• Values others knowledge and expertise; Invites the input and feedback of others and fully considers other explanations/points of view.
• Interacts effectively with others; builds solid relationships and cooperates with others to pursue mutual goals.

Change Management

• Embraces change and acts as a change agent within the department to facilitate the effective implementation of change initiatives and fosters innovative approaches to improvements in the workplace.
• Supports the change; takes a positive attitude towards change.
• Communicates clearly the reasons behind the change along with the advantages of the change. and the impact to the big picture.
• Acknowledges employees’ fears and anxieties regarding change and helps employees through them.
• Uses data to explain and support the needed changes.

Financial

• Monitors and tracks budget.
• Provides accurate financial data and projects for inclusion in annual budget process.
• Justifies expenditures as required.
• Provides active stewardship of all resources by insuring responsible use of people, equipment and Property.
• Manages risk.

Performance Management

• Monitors employee's compliance with employee health requirements, workers compensation, HR processes and other mandatory training and requirements to include holding employee accountable using progressive discipline as appropriate.
• Focuses and guides others in accomplishing performance objectives which are in line with the department or organization’s vision.
• Explains clearly to others their roles and responsibilities and explains the relationship of individual performance goals to the overall business.
• Understands what motivates different people and adapts approach accordingly.
• Fosters staff confidence in their own skills and abilities.
• Acknowledges and celebrates employees’ accomplishments.
• Inspires others to action versus commanding; involves staff in goal setting.
• Identifies the talents and developmental needs of others.
• Leverages employees’ strengths and fosters the development of their weaknesses.
• Ensures staff is properly trained.
• Addresses performance problems quickly; gives specific feedback on what others are doing well and where they need to improve; terminates employees whose performance is consistently less than what is required.
• Holds people accountable for their behavior and performance; follows up on action steps and commitments from performance discussions.
• Conducts timely and effective performance appraisals.
• Empowers others; gives additional authority and responsibility to others.
• Builds skills in others by giving them challenging assignments and development opportunities.

Planning and Organizing

• Establishes courses of action to ensure that work is completed efficiently
• Understands the timeframe available and creates a plan to work within and meet the established timeline.
• Understands the relationship and dependencies between parts of a project; takes schedules and priorities of others into account when planning projects.
• Seeks input from others when developing a plan.
• Translates broad goals into action plans; establishes both short and long-term goals to meet departmental objectives.
• Keeps track of numerous projects and tasks at the same time; utilizes planning tools; has a system for planning and organizing own tasks and those of others.
• Follows up to ensure the plan is being followed, and the project is on track; establishes priorities. Does not place the same importance on every task and spends time on high value tasks which drive the department’s goals.

Initiating Action

• Takes timely action when appropriate to accomplish objectives; takes appropriate action to achieve goals; anticipates issues and takes action to address them.
• Foresees problems and proactively works to disarm them.
• Anticipates future work and identifies implications.
• Seeks new and creative ways of doing things; fosters continuous improvement.
• Abandons past practices when new practices better meet the needs of the organization.
• Is determined to achieve objectives; is resourceful in overcoming obstacles; shows persistence.

Note: The intent of this list of primary duties is to provide a representative summary of the major duties and responsibilities of this job. Incumbents perform other related duties as assigned. Specific duties and responsibilities may vary based upon departmental needs.

EDUCATION and/or EXPERIENCE

• Bachelor's degree from a four-year college or university or related field; or equivalent combination of education and experience
• Minimum five years of management experience in a medical office setting.

Total Rewards

The referenced base salary range represents the low and high end of University of Maryland's Faculty Physician's, Inc. salary range for this position. Some candidates will not be eligible for the upper end of the salary range. Exact salary will ultimately depend on multiple factors, which may include the successful candidate's geographic location, skills, work experience, market conditions, internal equity, responsibility factor and span of control, education/training and other qualifications. University of Maryland Faculty Physicians, Inc. offers a total rewards package that supports our employees' health, life, career and retirement. More information can be found here: https://www.umfpi.org/jobs/summary-employee-benefits.