Associate Practice Manager, Primary Care - Hartford

Connecticut Children's Medical Center•Hartford, CT

62d

About The Position

Under supervision, oversees the delivery of quality care and patient safety, operational and financial performance, and customer satisfaction within an assigned service line/alignment. Coordinates the efficient operations of the department and performs a variety of administrative and operational support duties as delegated by the Practice Manager or Director of Operations. Utilizes judgment and collaborates with others in interpreting departmental policies to resolve routine to complex inquiries or problems. Serves as liaison between the assigned practice(s) and other practices/departments within Connecticut Children's.

Requirements

Minimum Experience: 1 year of progressively responsible experience in service line management, practice operations, and/or academic department management.
Minimum Education: High school diploma or equivalent.
Knowledge of: Demonstrates an understanding of profit levers and manages profitability.
Knowledge of EMR system.
Skills: Actively listens to the ideas of others.
Excellent communication skills (written, verbal, speech).
Ability to: Demonstrate a commitment to patient safety and quality.
Support the delivery of family-centered care that is at the core of Connecticut Children’s mission and strategy.
Make decisions that are in the best interest of the organization as a whole.
Monitor changes in the environment that could impact the organization’s strategy.
Identify growth opportunities for the service line/alignment.
Make timely decisions in the face of uncertainty.
Balance expense management and investing for the future.
Think logically in order to troubleshoot, analyze situations, and make appropriate decisions.
Effectively present information to a variety of constituents with recommendations for next steps
Define problems, collect data, establish facts and draw valid conclusions.
Respond to relevant changes in the health care industry.
Set clear goals for their team.
Coach team members to improve performance.
Hold people accountable for results.
Develop people to ensure they have the skills and abilities to drive success.
Inspire others to take action.
Encourages new and improved ways of doing things.
Communicates information about changes in a timely manner.
Support others in implementing change.
Employ strategies to overcome resistance to change.
Partner with colleagues to accomplish common goals.
Constructively raises concerns.
Use a problem-solving approach to identify solutions.
Help colleagues address challenges they are facing.
Reach out to others for advice or input for key decisions.
Treat others with respect.
Focuses on achieving goals.
Admits mistakes.
Takes responsibility for actions and decisions.
Models' integrity by operating in an ethical manner.
Advocate on behalf of the organization with external stakeholders.
Ability to interact and communicate with individuals at all levels of the organization.
Ensure that people are provided with appropriate information about issues that may impact them.
Effectively gain commitment from others

Nice To Haves

Bachelor’s degree in healthcare, business or a related field is strongly preferred

Responsibilities

Coordinates the delivery of high-quality patient care and customer service by overseeing the efficient non-clinical day-to-day operations of an assigned service line/alignment.
Ensures risk management policies are being followed.
Collaborates with Director to maintain knowledge of key division quality metrics and goals.
Ensures staff is educated and adheres to compliance standards, regulations, programs and practices.
Ensure quality and safety issues are addressed in a timely manner in partnership with Director or Manager, Quality Improvement, Legal, and Human Resources, and appropriate corrective actions are implemented in a timely manner and in accordance with defined recommendations.
Responsible for all clinical scheduling including review of clinical schedules on a daily basis to ensure overall efficiency of scheduling operations.
Supervise administrative operations and staff.
Responsible for collaborating with Management to identify potential process improvements and workflow changes to achieve budget and other operational metrics such as referrals, callbacks, DMS board.
Monitors and maintains billing work queues to ensure bills are accurate, complete and timely.
Monitors referral work queues and oversees resources responsible for managing referrals.
Able to collaborate with Director with key Division alignment of financial metrics and goals.
Produces both operating and financial reports for the management of the service line/division.
Participates and collaborates with Director regarding division goals and program planning, development, and evaluation of programs and special projects as assigned.
Participates in and supports continuous quality, process, and performance improvement and risk management programs at the division level.
Attend meetings and training as assigned by Director/Manager for software upgrades in order to be the point person for assisting team with changes based on the upgrades.
Regularly collaborates with division leadership/director regarding all aspects of operations.
Assists front end operations as needed during periods of staff vacancies.
Maintain knowledge of CCSG and CCMC policies and procedures and ensure that staff and the service line/alignment overall is in compliance.
Ensure service line/alignment complies with all contractual obligations in collaboration with Director/Manager.
Foster strong partnerships with patients and families by providing the highest quality of care in a safe, family-centered environment.
Ensure a patient and family centered environment.
Educate the patients and families on the operational policies and procedures for the practice.
Address customer complaints to ensure timely and satisfactory resolution for the patient.
Engages with Director/Manager regarding patient experience and works to resolve patient and family issues when needed.
Values cultural diversity and other individual differences in the workforce.
Demonstrates support for the mission, values and goals of the organization through behaviors that are consistent with CT Children’s standards.
Performs any tasks or projects requested by the Business Lead/Practice Manager.
Plans the daily work and determines the techniques used to complete the work for administrative staff including Medical Receptionists, Medical Assistants, Surgical Schedulers, and others:
Collaborates with Management regarding the the selection, hiring and orientation process; partners with Management in all phases of the performance management process (establishing performance standards, development, ongoing feedback/coaching, mentoring, check-ins, rewarding and appraisal) for assigned staff.
Facilitates teamwork and cooperation among staff, effectively follows-up and resolves routine employee relations issues, seeking support from (leader) with more complex issues; Highly involved in termination decisions.
Under Supervision of Director/Manager, will assist with analysis of monthly budget variances and yearly budget planning.
Participates in a variety of administrative managerial activities such as the development, implementation, and enforcement of policies and procedures; and maintains appropriate department files (e.g. employee files, incident reports, etc.).
Educate staff on team building, problem solving and conflict resolution.
Implement staffing plan, schedule staff and ensure appropriate staffing level to support provider presence.
Tracks employee time on the timekeeping system.
Sets priorities for the team to ensure task completion, coordinates work activities with other leaders.
Decisions are guided by policies, procedures and the organizational plan; receives guidance and oversight from director.