Practice Manager II

University of Rochester

About The Position

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. The Pediatric Allergy and Immunology Practice Manager II (Practice Manager) serves as the face to the community for the division’s clinical services and clinical operations. In conjunction with clinical leadership, promotes operational efficiency, high quality, outstanding patient experience, and strong financial performance. Directs staff using the ICARE framework, promoting a collaborative and professional team. Responsible for performance management of all non-clinical staff. With minimal direction and latitude for independent judgment, the Practice Manager will provide daily managerial oversight for the clinical practice operations for the division of Pediatric Allergy and Immunology. Serves as the day-to-day point person on all practice administrative and infrastructure issues. Supports the Assistant Director Clinical Administration (Asst. Dir) in preparation of data needed for business plans to justify incremental resources, faculty and program expansions. Reports to the Asst. Dir on the administrative functions of the practices including oversight of space, supervision of staff, and coordination of clinical functions. This includes all regulatory policies and procedures (URMFG metrics). Performs Human Resource functions under the direction of the Assistant Director Clinical Administration. Acts on behalf of the Asst. Dir, as needed. The Practice Manager will be part of the Pediatric Allergy and Immunology Senior Leadership team, and will collaborate with the Clinical Director, Assistant Director, Assistant Nurse Manager and Chief of Pediatric Allergy regularly. Monitors and ensures that all functions are completed in an accurate, efficient and customer-friendly manner. Demonstrates ICARE values in each of the major responsibilities (ICARE—an acronym for Integrity, Inclusion, Compassion, Accountability, Respect and Excellence—provides the foundation for how we treat people at this Medical Center). Achieving our strategic vision depends on all of us living out these values and embracing the diversity of our faculty, staff, students, trainees and patients.

Requirements

Associate's degree preferably with coursework in business administration or health care administration required
3 years administrative experience with one of those years healthcare management or equivalent combination of education and experience required
Experience coordinating clinical activities, the ability to work independently, and excellent organizational skills with attention to detail required.
Skills in medical terminology, use of electronic medical records, medical scheduling systems (such as Epic), Excel, and other electronic communication and data systems required.
Must have reliable/efficient transportation required.
Must prioritize exceptional patient care with compassion and respect required.

Nice To Haves

Bachelor's degree, or equivalent combination of experience and training preferred.
Demonstrated customer service skills, specifically communication skills preferred.
Demonstrate accuracy in all correspondence including eRecord preferred.
Mission driven commitment to the values of the University of Rochester preferred
Able to handle confidential information with a high level of professionalism and discretion preferred
Proactive, flexible and a strong problem solving and decision-making ability preferred
High degree of emotional intelligence preferred
Ability to work in a fast-paced, complex, stressful environment, and demonstrate efficiency in prioritizing assignments while working successfully with a team preferred.
Able to manage multiple projects and priorities preferred
Notary License within 1 year preferred

Responsibilities

Clinical Operations and Administration Implement procedures for enhancing levels of service and quality and enforce medical office policies and procedures for a mid-size practice.
Point person for clinical approvals/workflows in conjunction with providers and leadership.
Develop guidelines for prioritizing and assigning work activities, evaluating effectiveness and modifying process as necessary.
Works collaboratively to set and maintain outstanding patient care standards.
Regularly reviews and updates office manuals.
Establish and maintain efficient and responsive patient flow system.
Ensure proper staffing to support daily office operations, including directly monitoring workflow to ensure accuracy and maximum efficiency.
Support and uphold policies, procedures, objectives, quality improvement, safety, environmental and infection control and codes and requirements of accreditation and financial performance.
Independently contributes to workflow regarding prior authorization and referral process for the division
Works collaboratively with providers to build templates in alignment with department expectations and manage ongoing schedule changes.
Implement and manage processes to address all clinic schedules, changes, and room requests.
Represents division at various meetings, including Ambulatory Managers and referral coordination meetings
Monitor reports on clinical productivity, volumes, access and other metrics to ensure success.
Manages eRecord Efficiencies/New Provider Clinic Builds/ Clinic Space/Provider Clinic Placement/Additional Space Requests, etc.
Acts as the liaison with property managers to manage and address issues with property/facility
Quality and Compliance Responsible for maintaining high levels of quality service, environment and compliance with local, state and federal regulation and standards
Ensure compliance with standard, HIPPA,OSHA, and JCAHO policies
Develop and train/ practice for emergency and disaster planning protocols
Understands and enforces patient rights and organizational ethics philosophies
Human Resources Responsible for recruiting, hiring, orientation, training, development and evaluation, and staff management in a mid-size practice.
Make recommendations for new and replacement positions based on independent analysis of clinical needs.
Manages clinical staff in collaboration with the clinical director and assistant nurse manager.
Ensures initial new employee and annual staff mandatories are completed and tracked for compliance.
Approves staff vacations, sick time and other absences.
Counsels staff on questions/issues related to time management, reviews and approves staff payroll.
Coordinate with clinical team regarding staff vacations to ensure appropriate coverage.
Conducts timely and thorough employee end-of-probation and annual performance appraisals.
In conjunction with Assistant Director Clinical Administration and Human Resources, counsels’ staff (acting on matters of discipline, promotion, salary and other personnel issues).
Monitor employee engagement and serve as a change management leader to foster a positive work environment.
Establish performance improvement goals for the office in alignment with the goals and objectives of the department.
Support continuous professional development of all office staff.
Works with staff to set goals, monitor progress, and broaden skill sets.
Service Orientation and Patient Experience Access and interpret Press Ganey patient satisfaction survey data and regularly share results with providers and staff
Serve as the patient relations advocate by demonstrating skills in resolving difficult patient complaints and concerns
Act as a patient liaison to help work through complaints and set clear expectations of satisfaction.
Champion the UR Medicine brand through consistent patient-centered service
Financial Operations Monitor charge reconciliation process, including the production of weekly reports
Helps Asst. Clinical Director with prepping for capital budget, asset reporting, justifications and managing budget parameters
Develop cost reduction and expense management initiatives in collaborating with site medical director and Asst. Clinical Director
Maintains provider schedules to ensure adequate visit volumes for patient access and financial performance
Other duties as assigned