Practice Manager II

University of Rochester•Town of Henrietta, NY

3d•$28 - $37•Onsite

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. This role serves as a member of the leadership team in the Addiction Services Division, directly supporting the Opioid Treatment Program (OTP) and Strong Recovery Young Adult (AYA) programs and providing backup coverage for the Chemical Dependency (ALD) and Westfall Practice (WFP) programs. The Practice Manager II works in collaboration with clinical leaders and administrators to develop systems and processes that ensure standards are met and efficient operations are achieved, carrying out strategic goals set by the Division’s leadership. This position manages direct reports and supervises clerical staff, including patient reception, patient satisfaction, registration, appointment scheduling, transportation management, Avatar system, and telephone management. The Practice Manager II defines goals and communicates measurable outcomes quarterly and as needed for the area to clinical leaders and administrators. They manage clinician master scheduling and provide operational reports from eRecord for OTP and AYA. This role carries out responsibilities with considerable latitude for independent judgment and fosters a positive work environment by modeling the I CARE values.

Requirements

Associate's degree preferably with coursework in business administration or health care administration and 3 years administrative experience with one of those years healthcare management required
Electronic Medical Record (EMR) skills (with training) with proficiency in all aspects, including template building and billing knowledge preferred
Advanced knowledge of medical practices, terminology, and reimbursement policies preferred
Microsoft Outlook email skills preferred
Electronic filing skills preferred
Typing skills preferred
Intermediate proficiency with Microsoft Word and Excel preferred
Excellent written and verbal communication skills preferred
Ability to think strategically and operationally at the same time preferred.
Ability to think critically and systemically preferred.
Ability to analyze complex problems and formulate evidence-informed plans, solutions and courses of actions preferred.
Knowledge of process and quality improvement methodologies/tools preferred.
Ability to constructively challenge established ways of doing things and lead change preferred.
Ability to analyze, understand, and utilize operational, clinical, and financial data preferred.
Ability to establish and maintain cooperative working relationships with individuals at all levels of the organization preferred.
Ability to promote and advance diversity, equity, and inclusion preferred.
Ability to engage and influence team members, even in a matrix reporting structure preferred.
Effective mentoring, coaching, and performance management skills preferred.
Ability to work independently and meet deadlines preferred.

Nice To Haves

Bachelor's degree preferred
Notary License within 1 year preferred

Responsibilities

Supports the daily clinical operations at OTP and AYA by collecting data from various sources, analyzing and interpreting it, and making recommendations to improve clinical operations.
Implements procedures for enhancing levels of service and quality. Re-evaluates implementation of projects to assess and determine further recommendations to improve gap closure and/or identify opportunities.
Collects, analyzes and interprets data to ensure optimal patient throughput and maximum patient access.
Troubleshoots and solves problems proactively and as they arise.
Collects and analyzes data to ensure staffing levels are appropriate for volume of patients scheduled.
Functions as the office manager for OTP and AYA, ensuring office setups are optimal, inventory is accounted for, and patient care spaces meet required safety and cleanliness standards.
Facilitate and/or attend monthly meetings as scheduled/required.
Ensures eScreens and printed patient facing materials are updated and maintained, for example: group descriptions and flyers.
Primary leader responsible for the MAS transportation processes.
Assures I CARE values are demonstrated by all staff at all times.
Acts as a model representative of the unit at departmental, service and institutional meetings.
Serves as point person for the management of patient complaints and in this role, serves as a front-line problem solver.
Answers correspondence and other inquiries involving the interpretation of University as well as departmental policy, regulations, procedures, etc.; guides subordinates on replies to routine correspondence.
Acts as a liaison with physicians, staff and with other community health, social and government agencies.
Develops and manages the master clinical schedule for providers, residents, and therapists.
Maintains providers’ schedules to ensure adequate visit volumes for patient access and financial performance.
Ensures DAR needs, in-basket pools, and staff pool emails are addressed.
Ensure Avatar accounts are created for all new employees.
Support weekly OTP orientation needs.
Facilitate OTP ID card process.
Work with Nurse Manager to support and communicate Guest Dosing needs and current statuses including working with other OTPs, organizations, and jails in a HIPPA compliant manner.
Provide OTP Program Census report monthly.
Creates MTH Flyers for each closure.
Directs and supervises front-end and clerical staff.
Maintains compliance with employment law and ensures adherence to policies and procedures.
Collects, analyzes and interprets data to develop and establish standard operating procedures.
Develops and plans employee schedules to meet operational needs.
Assigns accountabilities and reviews completed work for accuracy.
Provides consistent feedback to staff on their performance and achievements.
Recruits, interviews, hires clerical staff.
Ensures annual staff mandatories are completed.
Initiates related personnel actions.
Monitors and edits clerical staff time entry in UKG, approves clerical staff payroll and vacations.
Counsels clerical staff regarding performance issues and develops improvement plans with staff.
Completes and delivers end of probation and annual performance evaluations of clerical staff.
Ensures the accuracy of clerical staff personnel files and completion of required mandatory education.
Ensures patients are entered accurately into the OASAS system for the OTP and AYA PRUs.
Runs required reports through the OASAS system for OTP and AYA including Admissions, Discharges, and Treatment Updates.
Initiate documentation required in eRecord to align with OASAS required forms in patient charts.
Establishes criteria for monthly monitoring of accuracy and efficiency; delegates data collection, reviews results and develops plans to achieve goals.
Monitors timeliness and accuracy of work performed by ancillary departments for areas under position’s direction.
Tracks and analyzes reports available to measure the effectiveness, productivity, and completeness of work completed; makes recommendations and implements processes to improve these measures when necessary.
Reviews, analyzes and interprets results of Patient and Staff satisfaction surveys, and makes recommendations to improve satisfaction.
In collaboration with clinical directors, oversees clinical compliance for quality assurance, documentation and reporting.
Ensures compliance with organizational standards and HIPAA, OSHA, OASAS, and The Joint Commission (TJC) policies by implementing quality controls, and providing and enforcing appropriate training.
Develops, trains staff on, and conducts exercises related to emergency and disaster planning protocols.
Understands and enforces patient rights and organizational ethics and philosophies.
Ensure downtime computer is tested quarterly.
Submit workorders with ISD and facilities as needed and track results.
Other duties as requested.