Physician Practice Manager - Walk-in Clinic

Southern Illinois Hospital Services•Frankfort, KY

11h

About The Position

The Practice Manager manages daily complex clinical back-office and front-office operations across assigned physician practice departments and walk-in clinic locations. The role works with physicians, advanced practice providers (APPs), and staff to promote customer service and employee engagement; maintains and revises physician and APP templates; and oversees preparation and analysis of financial and statistical information to support decisions. The manager is accountable for department operations, staffing and supervision, financial performance, patient flow, and process improvement. Responsibilities include supporting budget preparation and monitoring, reviewing monthly financial performance and variances, setting action plans based on key performance indicators, and coordinating staffing for extended hours and seven-day walk-in operations as well as scheduled practices. The manager also oversees business office functions, monitors regulatory compliance, addresses patient complaints and workflow barriers, and collaborates with clinical, financial, IT, billing, coding, compliance, and support teams to meet operational and patient-care goals.

Requirements

Strong leadership and analytical skills.
Ability to understand and interpret financial data, with solid quantitative and qualitative skills.
Ability to communicate effectively in a leadership role with clinical, business, and administrative staff.
Strong customer-service skills.
Exceptional verbal and written communication skills.
Ability to manage staff and operations across sites with differing schedules, including extended weekday hours and weekend coverage.
Comfort operating with less-structured walk-in patient flow as well as traditional scheduled-appointment practice flow.

Nice To Haves

Bachelor's degree preferred.
Prior experience in a hospital or medical office setting preferred.

Responsibilities

Maintain required records, reports, statistics, logs, files, payroll information, schedules, and status changes.
Manage daily clinical operations across one or more departments, including walk-in clinic locations operating outside traditional business hours.
Maintain 24-hour accountability for assigned departments and make independent decisions to implement patient-focused strategies and programs.
Delegate authority and accountability to supervisors and staff, and evaluate department programs and processes for optimal outcomes and staff engagement.
Support the Director of Operations with annual budget preparation and monitor actual performance against budget monthly.
Summarize monthly financial performance for review with the Medical Director and Director of Operations; address variances and develop improvement plans.
Review current financial performance with the Finance Manager and VP.
Establish and support department process-improvement programs aligned with system goals, and participate on system-wide or hospital-based teams.
Plan, facilitate, and support initiatives to improve clinic flow in scheduled-practice and walk-in models.
Review key performance indicator dashboards and create action plans to maintain or improve patient access; provide timely updates to the Director of Operations and team on practice-efficiency objectives.
Manage staffing and staff supervision, including coverage for extended hours and seven-day walk-in clinic operations; monitor staffing ratios to support patient outcomes and limit lost productivity or premium pay.
Oversee and support shared hiring and onboarding of clinic staff, including APP staff at walk-in locations.
Participate in corrective action processes according to policy, notify the Director of Operations of situations that may lead to corrective action, and work with Human Resources.
Assist the Medical Director with provider performance reviews by providing requested reports and information.
Maintain effective communication with physicians, APPs, staff, and the Operations Director; monitor compliance with standards, practices, and regulatory requirements.
Oversee business office functions and conduct visible daily rounds to support patient flow and patient and provider satisfaction.
Respond promptly to barriers or obstacles to daily workflows, including at walk-in sites during extended and weekend hours.
Collaborate with physicians, APPs, and providers on schedules, clinic workflow, and patient flow, building cooperative relationships based on trust.
For walk-in sites without on-site physician presence, coordinate with the assigned Physician Medical Director and Operations Director on matters outside APP scope of practice.
Respond to patient complaints and determine whether escalation is needed based on the situation, potential risk, resolution, and clinical-care concerns.
Lead direct reports in executing work plans and short- and long-term goals; hire, train, assign work, manage and evaluate performance, and conduct professional development plans.
Implement site-level infrastructure, supporting-process and system changes, and site goals.
Draft initial requests for capital, operating, and staffing budgets.
Monitor, measure, assess, and improve site performance using patient-satisfaction data, budgeted-versus-worked-hours reports, RVU reports, and EHR reports.
Develop staffing plans that balance customer expectations and financial constraints, including models for walk-in clinics and scheduled practices.
Promote employee engagement and feedback as drivers of positive change; develop and implement quality-improvement processes.
Evaluate and recommend revenue opportunities, and partner with billing, coding, and compliance teams to maximize revenue.
Operationalize strategies to improve referral efficiency, schedule utilization, appointment optimization, and patient communication.
Collaborate with clinical, financial, IT, and other service and support departments to meet standards for safety, quality, delivery, productivity, financial performance, and patient satisfaction.