Practice Manager

Reporting to a regional director or executive director, the Practice Manager of Surgery Subspecialities is responsible for all daily operations of their assigned clinical locations including management of all front-line non-exempt staff, ensuring appropriate clinical operations, adherence to budgets, adherence to regulatory standards, patient experience (including quality, safety, and satisfaction), and experience of physicians and staff. They constantly assess daily operations to identify areas for ongoing improvement and oversees implementation of improvement initiatives alongside site medical director(s) at direction of regional director/executive director.

Essential Job Functions:

Supervision of front-line staff:

• Supervises all front-line, non-exempt staff in assigned clinical locations including all staff work functions. Oversees human resource functions including recruitment, orienting/training, performance management, and termination to maintain the highest quality workforce.
• Recruits, interviews and selects staff in collaboration with Human Resources and ensures that staffing guidelines/standards are maintained.
• In collaboration with HR, regional/executive director, and with physician medical director input, is the final decision maker for all terminations or high-level disciplinary measures.
• Conducts and approves all professional performance appraisals of staff supervised with input from the medical director.
• Assures completion of house-wide and site-specific annual staff competencies, seeking input from appropriate resources when needed to assess the professional's clinical competence. Assists staff in developing personal goals and objectives.
• Encourages and supports professional growth and/or staff activities that directly relate to the developmental needs for the practice and staff.
• Serves as a role model, mentor and professional colleague for other members of the management team by lending support and sharing opportunities for success.
• Cultivates an environment where physicians and support staff work together as a team to improve practice operations.
• Reviews turnover statistics and regularly solicits feedback from staff and physicians on satisfaction with job and addresses issues accordingly.
• Develops action plans to address priority issues in employee surveys.
  

Daily clinical operations:

• Responsible for managing all daily operations of assigned practice sites.
• Routinely measures and monitors assigned areas of responsibility to maximize efficiency of practice site operations. Provides communication to physicians and staff to establish collaborative communication and understanding of organization strategic goals and initiatives.
• Oversees implementation of organization initiatives at all assigned practice sites.
• Assesses and revises, as necessary, an appropriate staffing/skill mix for assigned practice sites.
• Assesses and adjusts exam room assignments to physicians to maximize efficiency and productivity.
• Develops, revises and reviews all necessary operational policies and procedures.
• Continually reviews and adjusts operations in order to maximize efficiency improve practice workflows.
• Communicates and ensures compliance with medical center policies and procedures.
• Regularly assesses access and efficiency of triage operations and adjusts processes accordingly.
• Regularly assesses front desk (reception, registration, scheduling, co-pays, etc) for accuracy and efficiency and adjusts processes accordingly.
• Reviews EPIC processes for opportunities for improvement among physicians and staff and secures necessary assistance (training, optimization, billing, coding, etc.) to address issues.
• Regularly monitors phone statistics and performance to identify opportunities for improvement and implements action plans as necessary.
• Routinely monitors wait times (i.e., access for appointments and waiting in office) and develops plans to address issues with regional/executive director.
• Assures adequate coverage for all facility functions to maintain delivery of quality care.
• Monitors daily staff work schedules and makes staffing adjustments as needed to ensure efficient operations.
• Leads daily tiered huddles at assigned practiced sites.
• Meets regularly with other practice site leaders and direct reports to facilitate communication, goal setting and decision making.

Financial sustainability:

• Responsible for operational budget of assigned practice sites including revenue, expenses and capital equipment sufficient to meet current and projected patient volume or service requirements in a financially sustainable manner.
• Monitors the forecast targets for practice sites including projections of physician and ancillary visits, revenue, and operating expense.
• Ensures practice achieves forecast performance and strives to outperform targets.
• Develops and revises contingency plans monthly to ensure access for patients and visit volume targets are met.
• Manages labor expense including overtime, agency labor, and Lawson/Kronos sign off for all assigned practice sites.
• Reviews operations reports (missing charges, late charges, open encounters, denials, etc.) to identify trends or issues and follows through to address these issues.
• Maintains and monitors staff for accurate charge and cash management procedures in accordance with Loyola guidelines.
• Oversees patient registration procedures to assure accurate registration.
• Orders clinical supplies, processes invoices and manages other clinical expense transactions. Responsible for procurement of supplies to maintain compliance with budget.
• Reviews charge master regularly to ensure they are accurate and cover the cost of operations especially for new programs/services.

Regulatory:

• Ensures all practices and workflows are adherent to all required regulatory standards (TJC, IDPH, etc.).
• Participates in regular team meetings with their regional/executive director to ensure that all procedures and processes are managed consistently and effectively.

Patient Experience:

• Fosters positive team collaboration and staff development to facilitate achievement of patient quality/safety/satisfaction and customer service excellence goals.
• Functions in the role of patient advocate by being in the position of initial contact for patient-related issues.
• Demonstrates and fosters great customer service skills to promote optimal patient satisfaction.
• Ensures that the service expectations of both internal and external customers are met and/or exceeded.
• Ensures that safety policies and procedures are followed by all personnel.
• Plays an active role in team building activities.
• Actively involved in promoting effective working relationships between staff and physicians.

Implementation of Ongoing Practice Improvement Initiatives:

• Completes all QI audits and ensures that these are turned in on time.
• Ensures staff knowledge and participation in quality improvement activities.
• Actively engages in professional development to maintain current skills and knowledge of environmental trends and clinical best practices.
• Oversees implementation of system wide quality assurance activities in the practice to comply with organizational expectations for providing high-quality, effective service.
• Ensures completion of audits to adhere to system-wide practice audit standards.
• Responsible for managing processes which contribute to continual performance improvement and customer satisfaction.
• Actively supports and promotes the Lean journey within areas of responsibility.

Minimum Education:

• Bachelor's Degree required; Master's degree preferred OR equivalent training acquired via work experience or education.

Minimum Experience:

• 2 years of healthcare job-related experience required, 3-5 preferred.
• Experience working within a clinical environment required.
• Prior experience working within the outpatient setting preferred.
• Prior experience in academic medical centers preferred.

Managerial Experience:

• Prior people management experience preferred but not required.

Licensure/Certifications:

• Valid Illinois State Driver's License

Benefits on your 1st day:Medical, Dental, Vision, Life Insurance, retirement plan with matching contributions, generous PTO plan, tuition assistance, 7 paid holidays and more.

Our Commitment to Diversity and Inclusion

Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.

Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity.

Our Commitment to Diversity and Inclusion

Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.

Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity.