Practice Manager I; GI

Connecticut Children's Medical Center•Hartford, CT

11d

About The Position

Under limited 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 Business Lead/Practice Manager. Utilizes considerable judgment 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

At least 2-4 years of progressively responsible experience in service line management, practice management, and/or academic department management.
Marketing experience with a variety of tactics to grow and develop business.
Demonstrates an understanding of profit levers and manages profitability
Actively listens to the ideas of others
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.
Maintain knowledge of key service line/alignment 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 Business Lead/Practice 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 identifying 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
Maintain knowledge of key service line/alignment financial metrics and goals.
Produces both operating and financial reports for the management of the service line/division
Identify/implement/monitor cost effective, quality-focused approaches to operational workflow and policies.
Participates in 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
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.
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.
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 5-10 full-time equivalent Receptionists, Medical Assistants, Surgical schedulers
Participates in the selection, hiring and orientation process; partners with (leader) 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.
Educate staff on team building, problem solving and conflict resolution.
Assists with analysis of monthly budget variances and yearly budget planning.
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.
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.).
Decisions are guided by policies, procedures and the organizational plan; receives guidance and oversight from manager.