Practice Manager I

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

Job Location (Full Address):

2613 W Henrietta Rd, Brighton, New York, United States of America, 14623

Opening:

Worker Subtype:

Regular

Time Type:

Full time

Scheduled Weekly Hours:

40

Department:

500122 Psychiatry SMH Administration

Work Shift:

UR - Day (United States of America)

Range:

UR URCA 209 H

Compensation Range:

$26.25 - $35.44

Responsibilities:

Under the general direction and direct supervision of the Senior Practice Manager, serves as a member of the leadership team in the Strong Ties Community Support Program. Works in collaboration with the Clinical leaders and Sr, Practice Manager to develop systems/processes that will ensure that standards are met, and efficient operations are achieved. Carries out strategic goals as set by the Division’s leadership for Strong Ties. Manages direct reports. Supervises (6) clerical staff, including patient reception, patient satisfaction, registration, appointment scheduling, and telephone management. Defines goals and communicates measurable outcomes quarterly and as needed for the area to the Clinical Directors and Sr Practice Manager. Manages clinician master scheduling and provides operational reports out of eRecord. Carries out responsibilities with considerable latitude for independent judgment. Fosters and enables a positive work environment by modeling the I CARE values.

Schedule:

• Mon-Thurs: 7:30am-6pm, Fri: 7:30am-5pm 

Essential Functions:

Operations management:

• Supports the daily clinical operations at the assigned location by collecting data from various sources, analyzing and interpreting it, and making recommendations to improve the clinical operation.
• Implements procedures for enhancing levels of service and quality. Re-evaluates implementation of projects to assess and determine further recommendations to improve gap closure and/or identify opportunities.
• Collects, analyzes, and interprets data to ensure optimal patient throughput and maximum patient access.
• Troubleshoots and solves problems proactively and as they arise.
• Collects and analyzes data to ensure staffing levels are appropriate for the volume of patients scheduled at each location. 
• Attends monthly meetings as scheduled/required.

Administrative tasks:

• Assist Master Template Building for all clinical staff and interns.
• Department supply ordering and inventory management
• Supervises / Maintains MAS Transportation (Cabs and Bus passes) monthly, ensuring patient transportation is accurate.
• Daily mail distribution, faxes, and other clinical requests
• Departmental front office staff schedule, call-ins, coverage
• Quarterly Downtime Reporting
• Point of contact for emergent janitorial requests
• Room inspections and regulatory audits

Customer Satisfaction

• Assures I CARE values are demonstrated by all staff at all times.
• Acts as an excellent representative of the unit at departmental, service, and institutional meetings.
• Serves as the point person for the management of patient complaints and, in this role, serves as a front-line problem solver.
• Answers correspondence and other inquiries involving the interpretation of University as well as departmental policy, regulations, procedures, etc.; guides subordinates on replies to routine correspondence. 
• Acts as a liaison with physicians, staff, and with other community health, social, and government agencies.

Schedule Management

• With the collaboration with leadership, develops and plans the creation of Master Clinical schedule for Clinical staff, and interns.   
• Maintains Clinical staff schedules to ensure adequate visit volumes for patient access and financial performance.

Staff Supervision/Orientation

• Directs and supervises front-end and clerical staff in the assigned location. 
• Maintains compliance with employment law and ensures adherence to policies and procedures.
• Collects, analyzes, and interprets data to develop and establish standard operating procedures.
• Develops and plans employee schedules to meet operational needs.
• Assigns accountabilities and reviews completed work for accuracy.
• Provides consistent feedback to staff on their performance and achievements.
• Assists Sr. practice manager in recruiting, interviewing, hiring of front office clerical staff.
• Introduces and educates new staff to the unit and to their responsibilities of each position.
• Ensures and inspects that the learning is competency based, provides clear expectations and goals to trainee.  
• Ensures annual staff mandatories are completed.
• Assesses and evaluates performance throughout training, and provides feedback, additional resources, and training when needed.
• Provides educational material to staff to facilitate the learning process.
• Initiates related personnel actions.
• Monitors and edits clerical staff time entry in UKG, approves clerical staff payroll, and vacations.
• Counsels clerical staff regarding performance issues and develops with the staff, plans to improve.
• Completes and delivers off-cycle and annual performance evaluations of clerical staff.
• Assures accuracy of clerical staff personnel files and completeness of mandatory education

Quality Controls/Process Improvement for assigned area.

• Establishes criteria for monthly monitoring of accuracy and efficiency; delegates data collection, reviews results, and makes a plan to meet goals.
• Monitors timeliness and accuracy of work performed by ancillary departments for areas under position’s direction.
• Tracks and analyzes reports available to measure the effectiveness, productivity, and completeness of work completed; makes recommendations and implements processes to improve these measures when necessary.
• Prepares monthly volume and statistical reports for the Leadership Team to review and to share at staff meetings.
• Reviews, analyzes, and interprets results of Patient and Staff satisfaction surveys, and makes recommendations to improve satisfaction.
• In collaboration with clinical directors, oversees clinical compliance for quality assurance, documentation, and reporting.
• Ensures compliance with standard, HIPAA, OSHA, OMH, and The Joint Commission (TJC) policies by implementing quality controls, and providing and enforcing appropriate training.
• Understands and enforces patient rights and organizational ethics and philosophies

Other duties as requested

Minimum Education & Experience:

• Associate's degree preferably with coursework in business administration or health care administration
• and 2 years experience, with one year of that experience being in healthcare management required
• Bachelor's degree preferred
• Or equivalent combination of education and experience

Knowledge, Skills & Abilities:

• Electronic Medical Record (EMR) skills (with training) with proficiency in all aspects, including template building and billing knowledge preferred
• Advanced knowledge of medical practices, terminology, and reimbursement policies preferred
• Microsoft Outlook email skills preferred
• Electronic filing skills preferred
• Typing skills preferred
• Intermediate proficiency with Microsoft Word and Excel preferred
• Excellent written and verbal communication skills preferred
• Ability to think strategically and operationally at the same time preferred.
• Ability to think critically and systemically preferred.
• Ability to analyze complex problems and formulate evidence-informed plans, solutions and courses of actions preferred.
• Knowledge of process and quality improvement methodologies/tools preferred.
• Ability to constructively challenge established ways of doing things and lead change preferred.
• Ability to analyze, understand, and utilize operational, clinical, and financial data preferred.
• Ability to establish and maintain cooperative working relationships with individuals at all levels of the organization preferred.
• Ability to promote and advance diversity, equity, and inclusion preferred.
• Ability to engage and influence team members, even in a matrix reporting structure preferred.
• Effective mentoring, coaching, and performance management skills preferred.
• Ability to work independently and meet deadlines preferred.

Licenses and Certifications:

• Notary License within 1 year preferred

The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture to advance the University’s Mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion, creed, sex, sexual orientation, citizenship status, or any other characteristic protected by federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.