Job Description

The primary responsibilities of the Practice Manager II are to direct the business, technical, financial, clerical and nursing support of the clinic. In conjunction with the Director of Practice Management they oversee administrative functions including operations, marketing, facilities, revenue cycle, human resources, planning and development by providing day to day supervision and leadership. Supervises and manages all physician practice activities such as Associates, physician scheduling, patient throughput, billing coordination and functions, and other duties as assigned. Commonly interacts with Associates, physician, clients, patients, and other departments with service excellence. Contributes to the effective operations of the Organization by demonstrating dependability in job performance. Must exhibit the F.I.R.S.T.

1. Objectives and Outcomes

Works with director, physicians, and Associates to accomplish objectives, desired clinical outcomes, and customer engagement and satisfaction for assigned clinic(s). May be responsible for multiple clinics or cost centers.

1. Operational Effectiveness
1. Ensures smooth flow operations by directing the work of assigned Associates, including Registered Nurses, Licensed Practical Nurses, technicians, general nursing staff, and clerical support staff.
2. Reviews and coordinates provider(s) clinic schedules.
3. Acts as resource to billing providers and other individuals for all daily operational needs.
4. Overall supervision of direct and indirect reports are generally 21+.
5. Ensures EMRMC and departmental policy and procedures are enforced.
6. Ensures routine facility/equipment maintenance is performed, problems corrected and systems in place to ensure a safe and comfortable environment is maintained for patients and Associates.
7. When required will staff in clinical and or clerical roles, based on need, with all appropriate education/licensure requirements being met.

1. Associate Supervision
1. Responsible for management of recruitment, orientation, retention, and termination of clinic staff, generally 21+ direct reports.
2. Responsible for managing staff mix, deployment of Associates to meet census/volumes, and forecasting of staff to meet customer and clinic needs.
3. Provide staff disciplinary counseling as necessary and assist in corrective action plan.
4. Ensures completion of performance evaluations and competency assessments.
5. Ensures staff competency through training and maintaining continuing education requirements.

1. Budget
1. Assists with developing and accurately completing annual operating budget and capital budget request with all required forms and quotes.
2. Accurately prepares monthly departmental variance reports. Takes appropriate measures to ensure expenses are within budget.
3. Ensures staffing guidelines and operations processes promote efficiencies, productivity, and cost effectiveness.

1. Data
1. Collects and analyzes data to ensure progress notes are completed and signed in a timely manner, collaboration with the revenue cycle team for billing accuracy and timeliness, and accounts receivable are collected according to policy.
2. Takes appropriate actions to resolve issues and promote the financial viability of the practice

1. Quality Improvement
1. Responsible for organizational and departmental quality improvement programs.
2. Ensures the accuracy and precision of existing clinical procedures quality control results within established time periods.

1. Regulatory and Government Compliance
1. Maintains compliance with accreditation and institutional policies and external regulatory guidelines (CLIA, DOT, OSHA, and TJC).
2. Ensures compliance with state, federal, and regulatory agency requirements for facilities, clinical care and Associates.
3. When appropriate, works with Director of Practice Management to develop and implement new clinic specific policies and procedures.
4. Keeps policies up to date on compliance.
5. Ensures Associates, working all shifts, follows established guidelines and policies.

1. Leadership Expectations
1. Demonstrates Ephraim McDowell Health Mission and Core Values
2. Shows respect, caring and compassion; is fair and impartial.
3. Handles departmental issues fairly.
4. Confronts and challenges inequities.
5. Recognizes and addresses negativity.
6. Advocates EMH and participates in community events.
7. Provides expertise in developing the EMH culture.

1. Has Vision and Shares the Big Picture

1. Is proactive, futuristic and capable of change management.
2. Keeps current on internal and external influences.
3. Takes a global view when evaluating options and making decisions.
4. Develops departmental objectives that support the strategic initiatives.
5. Ensures Associate(s) is aware of initiatives, the department’s role and EMH activities.
6. Explains the rationale behind the decisions to Associates.
7. Establishes realistic goals and ensures completion.

1. Is Customer Focused

1. Works with Associates to identify and assess internal and external customer needs.
2. Prioritizes based on customer needs.
3. Ensures follow through on customer needs.
4. Understands the relationship between customer engagement and satisfaction, quality, safety and the financial success of EMH.
5. Listens and responds to staff concerns and suggestions in a respectful manner.
6. Shares customer feedback as appropriate.

1. Is Mentor and Role Model

1. Performs leadership role in a way that sets an excellent example for Associates(s); is approachable and accessible.
2. Teaches, coaches, and serves as a resource for Associate(s).
3. Maintains confidentiality.
4. Explains decisions clearly, honestly, and timely, to extent possible.
5. Spends time with staff and gets involved in his/her departments day to day workload, as necessary to support the daily operations of the department/clinic.
6. Accepts failure as a learning experience.

1. Strives for Excellence

1. Sets and communicates high expectations of positive behavior and performance.
2. Cultivates the fact that people/Associate(s) are our most valuable resource.
3. Works with Associates to improve outcomes.
4. Holds self, Associate(s), and external customers accountable to meet stated objective, timetables, and commitments.
5. Remove barriers that inhibit high performance, quality standards, and customer engagement and satisfaction.
6. Recognizes and rewards accomplishments.
7. Takes timely action to improve substandard performance, and when appropriate remove substandard performers
8. Participates in providing a clean and orderly environment.

1. Promotes Growth

1. Encourages growth through education, modeling, and positive reinforcement.
2. Enables people to grow through delegation, assignment of new tasks, and encouragement to be creative.
3. Supports strategic objectives of the organization.
4. Keeps current on new research and encourages innovation.
5. Involves appropriate individuals and groups when planning and executing changes.
6. Ensures Associate(s) are properly trained to perform duties.
7. Conducts evaluations in what that promotes personal and professional growth.

1. Promotes Teamwork

1. Promotes “we” thinking in the organization.
2. Promotes teamwork between and among departments, among team members, and acknowledges contributions of all.
3. Creates a safe environment to challenge, disagree, and reach consensus; encourages feedback and active participation.
4. Provides clear guidelines and empowers employees to attain desired goals within those guidelines.
5. Ensures all members of the team are held accountable for teamwork expectations.
6. Celebrates team accomplishments.

1. Demonstrates Fiscal Responsibility

1. Develops reasonable budget and controls expenses.
2. Demonstrates ability to help staff understand the financial realities and implications of our business.
3. Shares the budget, expenditures, and productivity information with Associate(s) and seeks input regarding cost containment, as appropriate.
4. Ensures appropriate use of resources.
5. Protects organizational assets.
6. Evaluates creative strategies to increase efficiencies.
7. Does not lose sight of the day-to-day operations when focusing on the “big picture”.
8. Obtains input from Associates and providers during budgeting process. Ensures requests for resources are well documented, justifiable, properly budgeted, and congruent with organizational objectives.
9. Assures proper business ethics within area of responsibility.

1. Time Evaluations

1. Ensures evaluations, Associate completion of Annual Health Screening, and certifications are completed timely and in accordance with EMH policy.

Qualifications

A minimum of Associates degree plus four (4) years of ambulatory healthcare experience is required; with one year experience being in a supervisory role.