Job Description

When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.

Position Summary

Reporting to and in collaboration with the Director of Site Operations,

the Primary Care Practice Manager is responsible for all day-to-day

operational and managerial duties associated with the successful

oversight of a high-volume, multi-provider Primary Care practice.

The Primary Care Practice Manager works with operational and

clinical leaders to create an environment of outstanding medical care

and service to its patients and will serve as a resource to enhance

operational efficiencies. S/he will inspire trust, promote collegial

dialogue and support a diverse collaborative culture.

The Primary Care Practice Manager will have responsibility for the

development of staff through coaching, communicating both positive

and constructive feedback, timely and accurate performance

evaluations and the creation of learning opportunities.

222300 (prev Z01E70 99W) Revised: Nov, 2015

Printed: 3/31/2025

2

1. Patient Focus.

• Uphold the expectation with staff and demonstrate that the quality of care and

safety of patients is the highest priority.

• Demonstrate and requires prompt, courteous responsive and caring behaviors

to provide service that meets established standards.

• Support patient access initiatives to ensure efficient appointment and

scheduling.

• Work to achieve quality customer service benchmarks. Educate staff and

monitor adherence to our Guiding Principles to all encounters with patients,

families, colleagues and guests.

• Promote continuous process improvement to enhance our patient experiences.

1. Leadership Focus.

• Maintain and strengthen working relationships with staff, providers, and leaders

to achieve superior caregiver engagement.

• Demonstrate superior operational knowledge and communication skills in order

to positively influence outcomes with staff, leaders and providers.

• Provide open, honest and direct feedback to staff in professional and timely

fashion to support growth and development.

• Affirm Lahey Health’s Standards of Behavior and Guiding Principles of Respect,

Caring, Teamwork, Excellence and Commitment to Personal Best through

personal example and by celebrating the Principles when observed in action

among the patient care team.

• Create improvement opportunities through the review and understanding of data

and metrics critical to the practice.

• Understand and act on Colleague Engagement results.
• Lead change and create collaboration and receptivity.
• Demonstrate self-motivation and the ability to motivate others.
• Has a high degree of Human Resources acumen. Partners with Human

Resources colleagues as appropriate.

222300 (prev Z01E70 99W) Revised: Nov, 2015

Printed: 3/31/2025

3

1. Staffing Focus

• Work to build and maintain a high-performing staff to support patient care goals

and operational needs through effective interviewing and hiring. Engages

Providers in the interview/hiring process.

• Conduct regular staff group and one-on-one staff meetings to ensure the clear

communication of expectations to all staff.

• Establish team and individual goals for colleagues. Monitor progress, take

appropriate action as needed and apply result to annual performance reviews.

• Understand the motivational needs of staff and work toward retention of talented

colleagues.

• Ensure that all required staff certifications are maintained.
• Produce timely and accurate performance evaluations for staff predicated on

individual achievements opportunity for improvement or shortfalls discussed

throughout the evaluation period.

• Manage and adjust staffing schedules as needed.
• Understand that staff development is a key component to the Primary Care

Practice Manager function and execute on this.

1. Operations Focus

• Work in a manner to promote safe conditions and minimize hazards in the work

and patient environment that may adversely affect the safety and health of

others.

• Implement and insure application of organizational and practice policies and

procedures. Monitors compliance to insure maximum enhancement of the

revenue cycle process.

• Work with the Director, Site Operations/Practice Administrator to identify, share

and implement best operational practices with our peer practices.

• Develop, establish and improve practice-specific systems, procedures and

policies to improve overall efficiency.

• Participate in the preparation of the annual budget and maintain expense

controls adhering to budgetary guidelines.

222300 (prev Z01E70 99W) Revised: Nov, 2015

Printed: 3/31/2025

4

• Complies with all Lahey Clinic and entity specific Policies.
• Insure patient charges are properly entered and oversees the accuracy of daily

cash received records and that copays are accurately recorded.

• Maintains strict confidentiality of all patient records and ensures that patient’s

right to privacy is maintained at all times.

• Meet with the Director, Site Operations/Practice Administrator as needed

keeping s/he appraised of operational and financial issues within the practice.

• Create and maintains a safe working environment by following Safety/Infection

Control policies, using personal protective equipment, using safety devices, and

properly disposing of infections/hazardous waste. Reports incidents, accidents

and hazards per policy.

Essential Duties & Responsibilities including but not limited to:

• Follow corporate and practice policies and procedures
• Work with Director, Site Operations/Practice Administrator to develop annual

budgets and demonstrate cost effectiveness during budget preparation

• Accurately executes established payroll procedures, including time cards and

timekeeping systems utilization.

• Respond to patient inquires.
• Coordinate maintenance, repair and cleaning of the practice. Monitor

professional physical appearance of building and office space and address if

deficient.

• Supervise work performance of the staff to ensure adherence to established

standards.

• Review work performance and make decisions for pay increases, promotions,

transfers and other human resource actions.

• Train new staff regarding department policies and procedures.
• Orient colleagues that are new to area or new to the performance of specific

tasks.

• Establish work schedules and assign staff to specified areas of the department.

222300 (prev Z01E70 99W) Revised: Nov, 2015

Printed: 3/31/2025

5

• Counsel, discipline and recommend discharge as necessary. Determine if

retraining is necessary.

• Communicate with Director of Practice Operations or Practice Manager on a

regular basis to evaluate practice operations.

• Act as a liaison between support staff and providers.
• Monitor and address staffing issues to insure appropriate coverage to support

patient flow.

• Develop and monitor provider weekly schedules, on-call schedules.
• Support front office staff and provide coverage as needed in administrative or

clinical areas (as defined by established policy and protocol) provide back-up

coverage during staff shortages, during crisis situations and for evaluation.

• Conduct regular meetings with medical staff and support staff to insure

consistent and timely flow of communication.

• Maintain responsibility for petty cash; reconcile petty cash fund
• Control supply ordering/receiving and inventory for office. (Including clerical,

medical, furniture and equipment needs within specified guidelines).

• Participate in and successfully complete Mandatory Education.
• Perform all other duties as needed or directed to meet the needs of the

department.

Education/Experience:

• A Bachelor’s or advanced degree is preferred
• Demonstrated management skills
• Two years of leadership experience in a physician office in a

provider setting

• Strong knowledge of electronic medical record systems
• Strong overall computer skills
• Knowledge of third party billing and coding requirements,

Superior ability to communicate with all levels of staff and the

provider community

222300 (prev Z01E70 99W) Revised: Nov, 2015

Printed: 3/31/2025

6

Scope/Impact Statement:

The Primary Care Practice Manager has a direct impact on patient satisfaction through

the appropriate hiring, managing and development of staff and the effective and

efficient operation of the practice.

Work Schedule:

Physical Requirements & Environment:

Mental and Visual Attention

a) The position requires basic mental and visual attention much

or all of the time

b) The position requires periods of concentrated mental and

visual attention.

c) X The position requires a high degree of mental and visual

concentration.

Physical Exertion

Weight

d) X Nature of work requires lifting or moving light weight (up to 20

pounds).

e) Nature of work requires lifting or moving medium weight (over

20 and up to 75 pounds).

f) Nature of work requires lifting or moving heavy weight (over

75 pounds).

Dexterity

g) X Flow of work and character of duties require average manual

coordination.

h) Flow of work and character of duties require above average

manual coordination.

i) Flow of work and character of duties require high manual

coordination.

Range of Motion

j) X Flow of work and character of duties require average range of

motion.

k) Flow of work and character of duties require above average

range of motion.

l) Flow of work and character of duties require high range of

motion.

222300 (prev Z01E70 99W) Revised: Nov, 2015

Printed: 3/31/2025

7

Physical Conditions

m) X Performance of duties allows for variation in positioning and

tasks.

n) Performance of duties requires remaining in position for

prolonged periods of time.

Repetitive Motion

o) X Assignments require occasional repetitive motion.

p) Assignments require frequent repetitive motion.

q) Assignments require constant repetitive motion.

Working Conditions

r) X Working conditions include minimal exposure to elements

such as odor, noise, dust, chemicals, temperature extremes or

airborne pathogens.

s) Working conditions include occasional exposure to elements

such as odor, noise, dust, chemicals, temperature extremes or

airborne pathogens.

t) Working conditions include continuous exposure to elements

such as odor, noise, dust, chemicals, temperature extremes or

airborne pathogens.

Exposure to Hazardous Materials

u) X Performance of duties generally does not involve exposure to

hazardous materials.

v) Performance of duties occasionally involves exposure to

hazardous materials.

w) Performance of duties frequently involves exposure to

hazardous materials.

Patient Care Conditions (select ALL that are applicable)

x) Position entails exposure to bodily fluids and needle sticks,

standard precautions must be used.

y) Assignments include transporting, transfer and positioning of

patients.

z) Incumbent must be continuously prepared to prevent a patient

fall.

Sensory Requirements (select ALL that are applicable)

aa) Performance of duties requires the ability to discern and

identify colors

bb) Performance of duties requires the ability to discern sharp

from dull and hot from cold

cc) Performance of duties requires the ability to hear soft and loud

222300 (prev Z01E70 99W) Revised: Nov, 2015

Printed: 3/31/2025

8

noises

Patient Care/Patient Contact Designation (check only one of the items

listed below)

X Position has a direct impact upon health outcomes of the patient.

_ Position facilitates the process that may impact patient access to

services.

_ No patient care/contact, and does not facilitate the patient care process or

directly impact health outcome

Job Description:

Pay Range:

$62,400.00 USD - $99,840.00 USD

The pay range listed for this position is the annual base salary range the organization reasonably and in good faith expects to pay for this position at this time. Actual compensation is determined based on several factors, that may include seniority, education, training, relevant experience, relevant certifications, geography of work location, job responsibilities, or other applicable factors permissible by law.

As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) as a condition of employment.

More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients' lives. Your skill and compassion can make us even stronger.

Equal Opportunity Employer/Veterans/Disabled