Practice Manager - Primary Care
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Brunswick, ME 04011
A dynamic, growing, primary care practice is seeking an experienced Practice Manager who enjoys managing all of the moving parts of a day’s activities! Applicants with previous primary care, pediatric or internal medicine practice management experience are encouraged to apply!
The Manager of Practice Operations in our Brunswick, ME practice works collaboratively with all members of the care team providing world class service to both the patients and staff of Martin’s Point. This role/position oversees the overall day to day operations of the Health Centers including both front office (Admin, check in/out, referrals) and back office (Clinical Support) functions to ensure exemplary customer service to our patients and timely response to our provider staff. The role is also responsible for managing the schedule, performance of staff and helping to ensure metrics are achieved. For a more specific outline of the job scope…please read the Key Outcomes below.
Has management responsibility for all site-based operational staff (excluding Providers).
Directs all aspects of site operations. In collaboration with Director Practice Operations supports development of staffing plans and hiring of all non-provider staff. Collaborates with Director Practice Operations, medical leadership and specialty directors on; establishment of annual site goals, metrics, and performance management systems; development of site management teams; establishment and monitoring of customer service goals and performance; measurement and improvement of provider patient and staff satisfaction; and daily problem solving. Continuously strives to create a “patient-centered” care environment that will result in high patient satisfaction scores.
In partnership with Director Practice Operations defines and communicates performance expectations and measurements and regularly monitors performance, which includes feedback from providers for all clinical and administrative support roles. In partnership, monitors the delivery of high quality patient care by supporting the implementation of quality initiatives and ensuring compliance with HIPAA, NCQA and Corporate Compliance programs.
Refers medical management and clinical questions to local physician leadership, Clinical Managers, RN Leads or specialty directors as appropriate.
Advises Medical Directors and Director Practice Operations of specific operations problems and solutions or recommendations with a lens towards evaluation of potential multi site impact. Provides problem resolution assistance as necessary.
Hires new staff, addresses employee relations issues consistent with MPHC policy, ensures that all site staff members receive appropriate orientation, training and development. Ensures that company policies and procedures, state and federal laws and union guidelines are followed within the practice. Assesses staffing needs within a site and is responsible for reallocating staff within the site to address immediate, short term staffing problems.
Creates an environment of employee ownership in their practice by providing timely communication of practice organization information, engaging employees in problem solving and process improvement, and providing leadership support and resources.
Participates in local marketing and community relations efforts on behalf of the practice.
Supports, monitors and audits Standard Work implementation to ensure integration and sustainment into the teams workflows
Serves as a direct contract for staff for daily messaging and schedules changes to minimize disruption to patient flow
Oversees providers schedules and schedule management
Participates in daily huddles and regular team meetings to improve workflows and contribute to improving patient population outcomes
Leads site Clinical and Patient Service Representative meetings. Will participate in meetings/committees as appropriate on a site, DS and Org Level.
Partners with Clinical Integration Manager to ensure alignment of patient facing clinical content to ensure it is based on approved clinical guidelines
Ensure ACC RNs have earned Certification and training on equipment and systems
Other tasks and projects as assigned.
Bachelor’s degree preferred or equivalent combination of education and experience required
Minimum 3 years related experience required; healthcare/operational/medical services/delivery systems
minimum 3 years of leadership and/or management experience required
We are an equal opportunity/affirmative action employer.