Practice Manager - Healthcare for the Homeless

Reporting to the Program Director, the Manager is responsible for the daily, multi-disciplinary operations for a large single or multi-site practice/program across Baystate Health.  The Manager is a key member of the serviceline leadership team, managing a large and diverse team of administrative staff and oversees administrative elements of clinical staff.  The Manager is responsible for the assessment, planning and implementation of programs, processes and services that support the successful day-to-day operations.  In partnership with the Medical leadership, the Manager designs and implements initiatives that optimize financial and operational performance to achieve a high level of quality patient care, patient and provider satisfaction, as well as employee and provider engagement through a team-based approach. The Manager effectively uses existing technology to support efficient clinical, administrative and fiscal operations; identifies opportunities to expand uses of technology and leads adoption across the practice or multiple sites.

1) Relationships and Collaboration:  Treats all patients and fellow staff in a welcoming and professional manner.  Has an appreciation of and respect for diversity when interacting with patients, employees, peers and staff from other areas of the organization.  Collaborates and engages with peers through the service line and BH.  Works side by side with physician leadership within the practice and service line.  Understands resources and contacts available to help in different situations and is able to reach out to them when necessary.  Provides and accepts both positive and constructive feedback to build relationships and for professional development.  Establishes boundaries and expectations of employees, vendors, contractors and others that engage within the practice(s).  In a role where there is multi-site responsibility, is able to connect staff to the vision of the serviceline/program and enhance the experience for patients, staff and providers.   Works effectively in a variety of conditions and circumstances.  Is able to effectively and appropriately advocate for staff when necessary. 

2) Processes and Procedures:  Able to navigate the day to day operations over a large single or multiple sites by having an understanding of standardized work flows that make the practice functional.  Accepts, follows and implements Baystate policies and procedures and ensures they are applied consistently.  Able to focus on the root cause of issues and utilizes critical thinking to solve for them and develop improvement plans based on office data.  Prepares reports nd document recommendations for Program Director to implement positive changes to increase efficiency and improve quality.  Researches and utilizes best practices to initiate change and makes decisions that are aligned with BH competencies, values and service standards.

3) Customer Focus:  Coordinates employee development, objectives and business standards to meet patient expectations.  Proactively acts to continuously improve and uphold patient satisfaction.  Manages the overall patient experience and is able to sustain positive patient outcomes by active listening, problem solving as well as understanding cultural and diverse opinions.  Able to do this across a large site or multiple sites in scope.

4) Communication:  Actively listens to concerns, suggestions and solutions. Is skilled at and can communicates effectively and professionally in both verbal and written communication with all levels of employees within the organization.  Is an active participant on committees and able to bring back learnings to the practice and service line.  Demonstrates that they are able to understand and clearly articulates issues and recommendations through compromise, negotiation and resolution.  Approaches difficult conversations by identifying the issue, being a bipartisan party and identifies possible outcomes or courses of action.  Able to manage and communicate change to employees through direct and engaging conversations by explaining the "why", supporting, following up on and reinforcing the change.

5) Personal/Professional Development:  Explores learning opportunities within BH and outside.  Expresses pride and humility in personal and professional accommplishments.  Reflects on on performance and is comfortable seeking feedback from others.  Able to utilize their own development in developing those on their team as well as mentoring peers when necessary.

6) Time and Project Management:  Demonstrates effective time management by being able to complete tasks or projects in a timely manner through prioritization and organizational skills to achieve maximum impact and results.  Understands when it is appropriate to delegate in order to meet deadlines and ensures that completion of the project is on track.  Ensures participants understand their role, responsibility and the overall goals of the project. 

7) Employee Engagement:  Develops effective relationships across a large or multiple site responsility with staff by establishing clear goals and responsibilities to create a positive employee experience.  Acts as a coach and mentor to employees by understanding opportunities available and providing support to learn and grow in their role.  Models a respectful and knowledge based approach to cultural diversity. Utilizes outcomes of the employee engagement survey to create engagement plans and improve areas where needed.

8) Human Resource Management:  Demonstrates professionalism by appropriate appearance, time management, attitude, and behavior within the practice setting. Understands policies of the organization and consistently administers when needed to ensure accountability through proper documentation across large or multiple sites.  Documents conversations/communications and keeps accurate records of findings in regards to workplace issues.  Able to effectively address workplace conflict by providing solutions and recommendations.  Partners with the HR Business Partner when needed on complex or unusual issues by compiling information as well as recommendations to address.  Conducts thorough investigations and consult with the HRBP or Employee Relations Consultant.  Has an active role in hiring employees by working with Talent Acquisition Partners by interviewing and providing feedback for candidates and making salary recommendations to ensure equity.  Has knowledge of positing positions in response to staffing needs and is able to justify for position approvals when necessary.  Responsible for ensuring new employees are oriented in the practice appropriately by introducing them to the team, establishing clear expectations and ensuring there is knowledge of all policies and procedures where applicable.   

9) Performance Management:  Ensure employees are educated on workflows and processes, have an understanding of them and are effectively able to carry out work assignments.  Takes a hands on approach to addressing performance issues by coaching and ensuring employees have the tools necessary to be effective in their role.  Utilizes their knowledge and documents when addressing performance issues.  Manages the Performance Evaluation process by ensuring evaluations for all staff are complete by established deadline and manages the merit program.  Able to appropriately utilize a Performance Improvement Plan (PIP) or progressive corrective action when necessary.

10) Revenue Cycle Management:  Understands revenue cycle and billing.  Uses report data to maximize revenue, identify improvements and additional revenue management strategies.  Ensures efficient processing of co-pay collection, self pay, referral management, missing charges, eligibility verification and registration accuracy.  Monitors Billing Dashboards, acts on discrepancies,  Ensure documentation and billing by providers is timely.

11) Budget - Monitors budget, recognizes & explains variances, when negative variance develops options for resolving and managing to budget.  May work with Director to determine best course of action. Helps to develop practice budget.  Provides preliminary budget data and substantiates reasons for increases.

12) Program Development and Management:  Works with Program Director and medical leadership to design, implement and manage programs and processes that grow the enterprise and ensure high quality and performance.  Able to demonstrate consistent application of these expectations across multiple sites where applicable.

13) Program Development and Management:  Works with Program Director and medical leadership to design, implement and manage programs and processes that grow the enterprise and ensure high quality and performance.  Able to demonstrate consistent application of these expectations across multiple sites where applicable.

Required Experience:

Must have 3-5 years progressive management experience.   Must have 9 years requisite management experience if bachelor's degree not obtained.

Prior Experience:

Prior experience in a medical office setting.

Skills:

Follows all Baystate Health core competencies, values, ethics policies and understands the mission of the organization.

Proficient with computers and comfortable learning new systems and applications

Excellent written/oral communication

Effective knowledge of Microsoft Office applications (Skype, Word, Excel, Outlook specifically)

Able to establish a working team and provide a high level of customer/patient satisfaction

Education:

Bachelors Degree (Required)

Certifications:

Compensation

Note: The compensation range(s) in the table below represent the base salaries for all positions at a given grade across the health system. Typically, a new hire can expect a starting salary somewhere in the lower part of the range. Actual salaries may vary by position and will be determined based on the candidate's relevant experience. No employee will be paid below the minimum of the range. Pay ranges are listed as hourly for non-exempt employees and based on assumed full time commitment for exempt employees.

Minimum - Midpoint - Maximum

$108,180.00 - $124,342.00 - $147,097.00

 

 

Equal Employment Opportunity Employer