Outpatient Practice Manager

Peace River Center•Lakeland, FL

About The Position

Peace River Center is one of Central Florida’s premier human service organizations proudly offering an integrated family of behavioral health (mental health and substance use) services for over 65 years. Services include traditional office-based outpatient services, mobile teams providing therapeutic services throughout the community, mobile crisis response services; inpatient psychiatric crisis stabilization and short term residential treatment services, and primary medical health care services that include: immunizations; well child care and testing; diagnosis and treatment; addiction treatment; and mental health counseling. We are a leader in integrated care, blending physical health services with our well-known mental health and substance use treatment for individuals of all ages as well as couples and families. Position Summary : The Practice Manager actively manages the daily operations of the Wellness Clinic and Outpatient Therapy and Psychiatric Services provided in the various Outpatient Offices, working in tandem with the Chief Financial Officer and Medical Director to coach and engage staff while modeling expected behaviors. This position also manages clinic performance to improve quality of patient care and service, as well as employee and provider satisfaction and productivity. Develops and manages the clinic budget with the Chief Financial Officer, Medical Director, and other leaders to meet objectives, assuring efficient and effective operations. Assures success by researching, proposing, and implementing best practices. Employs active problem solving. Key responsibilities include: Supervises Registration Managers in Lakeland and Bartow, and oversee the Registration, Access to Care and Managed Care Staff. Directly manages Clinic Staff including hiring, staffing, providing feedback, promotions, terminations, assigning work, rewarding performance, disciplining, providing work direction, training, reviewing performance, succession planning, managing grievances/suspensions and modeling and recognizing expected performance. Plans the daily work that needs to be done and assigns the tasks to appropriate staff members. Partners to develop solutions and implements improvement plans to improve patient satisfaction and provider satisfaction. Develops communication systems to provide information, obtain feedback and allow input from all stakeholders in decision making. Collaborates with key stakeholders in other locations to plan and promote strategies that enhance and improve operations. Serves as a liaison between practice physicians and office employees, and between the practice and other clinical and administrative areas. Ensures policies and procedures are followed, including those from human resources, compliance and risk management, contributing to a safe, effective and supportive work environment. Ensure outpatient services operate in keeping with licensure, accreditation, safety, managed care and other payer requirements and in keeping with criteria to achieve and maintain certification as a patient-centered medical home. Review and respond to patient and employee complaints and concerns in keeping with policy guidance; utilize and make interpretations of existing policies as appropriate. Directs, facilitates and participates in the coordination of services and activities to insure continuity and consistency of patient care across the PRC continuum of care and needs of clients/patients. Ensures the confidentiality of protected health information through monitoring and enforcing policies and procedures in keeping with PRC’s HIPAA confidentiality and security policies. Directs the development of care programs working in collaboration with clinical leadership. Collaborates with colleagues across the continuum to assure that care is seamless for patients. Works independently, while understanding the necessity for communicating and coordinating work efforts with other employees and organizations, as required. Oversees the implementation of approved plans and budget (manages expenses and volume) as they relate to clinic and outpatient services. Assists in the development and achievement of strategic and operational objectives for the various sites. Maintains active contact with clients and staff to minimize client “no show rates” and maximize professional staff productivity.

Requirements

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Knowledge of the English language, grammar, sentence structure, spelling and punctuation.
Ability to read, analyze, and interpret clinical information and technical procedures.
Knowledge of elementary statistical techniques and research methods.
Ability to gather and analyze facts objectively, draw logical conclusions and propose practical solutions to problems.
Ability to structure tasks, plans and objectives and to establish priorities, set and implement goals in a quick and effective manner.
Ability to interpret and apply pertinent laws, contracts, rules, policies, and procedures which affect the programs operated by PRC.
Ability to produce work with few errors and a consistently high standard of quality, including the ability to write final copy.
Ability to produce succinct, clear and logical written documents to describe and support program activities and changes.
Ability to understand, interpret and appropriately respond to customers' concerns, opinions and needs.
Ability to exercise considerable self-control in challenging circumstances.
Ability to adapt to and work effectively in a variety of situations.
Ability to effectively communicate information and respond to questions from patients, physicians, family members and other staff.
Ability to interact and communicate professionally with a variety of people, both on a one-on-one basis and in meetings and group presentations, must be able to relate to and work with ill, emotionally upset, and sometimes hostile people.
Ability to work cooperatively in a group/team setting.
Ability to take guidance and direction from supervisors.
Ability to make independent decisions and delegate responsibility and duties.
Ability to commit to focus on continuous improvement of workflow processes and procedures.
Knowledge of the theory and practice of clinical management.
Ability to apply considerable personal initiative in accomplishing challenging objectives.
Ability to work with interruptions, constant deadlines, and multiple assignments simultaneously.
Displays high standards of ethical conduct.
Refrains from dishonest behavior.
Fosters and facilitates cooperation, pride, trust, group identity and team spirit throughout the organization.
Exchanges information with individuals or groups effectively by listening and responding appropriately
Knowledge of healthcare and managed healthcare, patient service delivery systems and knowledge of federal and state rules and regulations regarding documentation, confidentiality and billing processes.
Knowledge of applicable federal, state and local laws and regulations.
Experience with Microsoft Office Suite, including Excel, Word, Access and Power Point.
High School Diploma required.
2 – 3 years medical office or practice management or supervisory experience in related field required.

Nice To Haves

AA or Bachelor's Degree preferred.
Preference will be given to experience working with persons with behavioral health disorders as well as experience with primary and preventative care.
Bi-lingual (Spanish) ability a plus.
Active licensure in the State of Florida as a Registered Nurse – Preferred but not required

Responsibilities

Supervises Registration Managers in Lakeland and Bartow, and oversee the Registration, Access to Care and Managed Care Staff.
Directly manages Clinic Staff including hiring, staffing, providing feedback, promotions, terminations, assigning work, rewarding performance, disciplining, providing work direction, training, reviewing performance, succession planning, managing grievances/suspensions and modeling and recognizing expected performance.
Plans the daily work that needs to be done and assigns the tasks to appropriate staff members.
Partners to develop solutions and implements improvement plans to improve patient satisfaction and provider satisfaction.
Develops communication systems to provide information, obtain feedback and allow input from all stakeholders in decision making.
Collaborates with key stakeholders in other locations to plan and promote strategies that enhance and improve operations.
Serves as a liaison between practice physicians and office employees, and between the practice and other clinical and administrative areas.
Ensures policies and procedures are followed, including those from human resources, compliance and risk management, contributing to a safe, effective and supportive work environment.
Ensure outpatient services operate in keeping with licensure, accreditation, safety, managed care and other payer requirements and in keeping with criteria to achieve and maintain certification as a patient-centered medical home.
Review and respond to patient and employee complaints and concerns in keeping with policy guidance; utilize and make interpretations of existing policies as appropriate.
Directs, facilitates and participates in the coordination of services and activities to insure continuity and consistency of patient care across the PRC continuum of care and needs of clients/patients.
Ensures the confidentiality of protected health information through monitoring and enforcing policies and procedures in keeping with PRC’s HIPAA confidentiality and security policies.
Directs the development of care programs working in collaboration with clinical leadership.
Collaborates with colleagues across the continuum to assure that care is seamless for patients.
Works independently, while understanding the necessity for communicating and coordinating work efforts with other employees and organizations, as required.
Oversees the implementation of approved plans and budget (manages expenses and volume) as they relate to clinic and outpatient services.
Assists in the development and achievement of strategic and operational objectives for the various sites.
Maintains active contact with clients and staff to minimize client “no show rates” and maximize professional staff productivity.