Sr. Practice Manager

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):

601 Elmwood Ave, Rochester, New York, United States of America, 14642

Opening:

Worker Subtype:

Regular

Time Type:

Full time

Scheduled Weekly Hours:

100

Department:

910163 RGOA

Work Shift:

UR - Day (United States of America)

Range:

UR URCA 211 H

Compensation Range:

$29.62 - $39.99

Responsibilities:

As an integral part of the Department of Obstetrics and Gynecology at University of Rochester Medicine, the Sr. Practice Manager for one of our community-based general obstetrical and gynecological practices, University of Rochester Gynecology and Obstetrics Associates (URGOA) is responsible for the comprehensive management of a dynamic ambulatory specialty practice located at two sites in Monroe County. A practice of the URochester Medical Faculty Group, this practice has 10 providers (6 MDs and 4 APPs), approximately 12,158 annual visits, provides inpatient care at Highland Hospital, and performs both hospital-based and ambulatory surgical services. This role ensures smooth day-to-day operations across 2 locations and 19 exam rooms, directly supervising ~8 clinic administrative staff, and collaborating with the practice’s provider group and nurse manager to promote an environment of operational efficiency, high-quality care, and an outstanding patient experience. Reporting to the Assistant Director, Community-Based and Regional Practice, this leader is instrumental in fostering a professional, supportive, and inclusive team culture, driving continuous improvement, and ensuring excellence among staff, thereby reinforcing the practice's commitment to an outstanding patient experience.

ESSENTIAL FUNCTIONS
Operations Management:  

• Implement procedures for enhancing levels of service and quality and enforce medical office policies and procedures in a mid-size practice.
• Develop guidelines for prioritizing and assigning work activities, evaluating effectiveness and modifying the process as necessary for a mid-size practice.
• Establishes and maintains an efficient and responsive patient flow system.
• Schedules and facilitates regular office meetings with providers and office staff in a mid-size practice.
• Ensures proper registration and insurance pre-verification management processes are followed, including warm transfers to centralized functions.
• Prepares a weekly schedule for staff, ensuring proper staffing to support daily office operations, including directly monitoring workflow to ensure accuracy and maximum efficiency in a mid-size practice.
• Support and uphold policies, procedures, objectives, quality improvement, safety, environmental, infection control, codes, and requirements of accreditation and financial performance.
• Oversee maintenance of patient records, including storage and transfer.
• Establishes performance improvement goals for the office, remaining aligned with the goals and objectives of the department. 
• Work collaboratively with providers to build templates in alignment with department expectations and manage ongoing schedule changes.

 

Human Resources:

• Responsible for recruiting, hiring, orientation, training, development and evaluation, and clinical administrative staff management in a midsize practice.
• Management of clinical staff in collaboration with the site medical director and nurse manager in a mid-size practice.
• Ensure new initial employee and annual staff mandatories are completed and tracked for compliance.
• Conduct timely and thorough employee end-of-probation and annual performance appraisals.
• Perform weekly input and review of payroll in electronic payroll systems.  Manages and approves staff requests for time off and overtime.
• Monitor employee engagement and be a change management leader to foster a positive work environment.
• Oversee performance management and corrective discipline processes as needed.

Service Orientation and Patient Experience:

• Access and interpret Press Ganey patient satisfaction survey data and regularly share results with providers and staff.
• Serve as a patient relations advocate by demonstrating skills in resolving difficult patient complaints and concerns.
• Define expectations for patient satisfaction and live the brand for URochester Medicine.

 

Financial Operations:

• Monitor charge reconciliation process, including the production of weekly reports.
• In collaboration with department and division administration, participate in the preparation of annual and capital budgets and effectively manage within budgeted parameters. 
• Responsible for control and accuracy of petty cash, cash reconciliation, and balancing of daily deposits.
• Process pharmaceutical, supply and other types of orders timely and accurately from approved vendor lists.
• Maintain provider schedules to ensure adequate visit volumes for patient access and financial performance.
• Oversee the bi-annual inventory process.
• Engage in practice performance in clinical quality initiatives through maximizing the number of patients seen. 

 

 Quality and Compliance:

• Responsible for maintaining high levels of quality service, environment and compliance with local, state and federal regulation and standards.
• Oversee completion and submission of quality reports. 
• In collaboration with practice providers(s), oversee clinical compliance for quality assurance, documentation, and reporting.
• Ensure compliance with standard, HIPAA, OSHA and JCAHO policies.
• In collaboration with nursing practice, develop and train /practice for emergency and disaster planning protocols.
• Understands and enforces patient rights and organizational ethics philosophies.

 

Administration:

• Attend meetings per department requirements.
• Act as liaison with property managers to manage and address issues with property/facility.
• May serve as eRecord superuser.
• May participate on ambulatory committees to review best practices.

 

Other duties as assigned

MINIMUM EDUCATION & EXPERIENCE

• Associate's degree preferably with coursework in business administration or health care administration and 3 years administrative experience required
• and 2 years management experience in healthcare required
• Bachelor's degree preferred
• Or equivalent combination of education and experience

KNOWLEDGE, SKILLS AND ABILITIES

• Electronic Medical Record (EMR) skills with expert proficiency in all aspects, including Master Scheduling and Billing knowledge required
• Advanced knowledge of medical practices, terminology, and reimbursement policies required
• Intermediate Microsoft Outlook email skills (open new, to, cc, send) required
• Intermediate electronic filing skills (name a file, save file, save as) required
• Advanced typing skills required
• Advanced proficiency with Microsoft Word and Excel required
• Travel to office sites required
• Exceptional organization, communication, time management, and problem-solving skills strongly preferred
• Capacity to manage a large volume of work and track multiple projects through completion strongly preferred
• Excellent interpersonal skills and ability to work with diverse audiences strongly preferred
• Attention to detail and accuracy with strong problem-solving skills strongly preferred
• Ability to execute independent judgment, establish priorities, monitor deadlines, and organize correspondence strongly preferred
• Ability to handle sensitive information with confidentiality strongly preferred
• Customer service orientation and team player mindset strongly preferred
• Adaptability and willingness to learn new tasks strongly 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.