Practice Manager II, Jewish Hospital, Transplant and Heart Failure Clinics

UofL Health•Louisville, KY

3d•Onsite

About The Position

The Practice Manager is responsible for the daily operations of the physician practice, overseeing routine business and clinical functions through administrative and clinical staff, including front desk, medical records, nursing, and ancillary services. The role ensures effective use of resources, efficient service delivery, and appropriate staffing to meet the needs of patients and physicians. The manager develops and oversees internal practice policies and procedures and may work in a specialty or multi-specialty environment. The Practice Manager leads clinic staff and operations while meeting business, financial, patient-satisfaction, and employee-satisfaction goals. The role oversees budgets, staffing, provider schedules and utilization, patient access and referral processes, front desk workflows, payroll, purchasing, and operating expenses. It supports regulatory compliance, maintains effective communication across personnel, coordinates with the Central Billing Office, and assists the Director with long-range planning.

Requirements

Associate degree in Business Administration or a related field; a healthcare administration emphasis is preferred. A clinical certificate or license (such as CCMA, LPN, or RN) is also listed.
One year of work and supervisory experience in practice management.
Effective working knowledge of healthcare financial management, including medical practice accounting, third-party reimbursement issues, patient flow, and facilities management.
Ability to read, analyze, and interpret business periodicals, professional journals, technical procedures, and governmental regulations.
Ability to write reports, business correspondence, and procedure manuals and to present information and respond to inquiries or complaints.
Knowledge of organizational policies, procedures, systems, objectives, and fiscal management techniques.
Ability to perform arithmetic and calculate rates, ratios, and percentages, and to interpret bar graphs.
Knowledge of governmental regulations and compliance requirements.
Ability to plan, organize, supervise, exercise sound judgment, solve problems, and interpret written, oral, diagrammed, or scheduled instructions.
Ability to develop and maintain effective relationships with medical and administrative staff, patients, and the public, and to communicate clearly.
Knowledge of healthcare administration systems.
Ability to use computer systems and applications; proficiency with Microsoft Office, internet navigation, database management, desktop publishing, spreadsheets, and graphic presentation packages.
Commitment to service, organizational values, professionalism, confidentiality, safety standards, teamwork, and effective customer service.

Nice To Haves

Bachelor’s degree in Business Administration or a related field, preferably with an emphasis in Healthcare Administration.
Three to five years of practice management or practice administrator experience.
Experience with Allscripts/EPIC and Centricity Business.
Appropriate experience may be substituted for educational requirements.

Responsibilities

Meet business and financial goals, as well as patient- and employee-satisfaction goals.
Supervise staff while the clinic is operating.
Prepare, recommend, and monitor the clinic budget, goals, and objectives, considering input from clinic staff.
Lead and develop employees, including hiring, training, development, and salary recommendations.
Manage provider and schedule utilization; monitor regular non-booked, overbooked, and unavailable time, wait times before rooming, and appointment attendance.
Monitor front desk workflow quality, including workflow without warning rate, encounter verification rate, MSPQ completion rate, and front-end collections.
Monitor front desk productivity, including Patient WQ contacts resolved, referrals authorized, and referrals released from WQ.
Manage referrals by monitoring authorization by date of service, closed-loop and outgoing referrals, days to triage, days to schedule, and time until the first appointment.
Manage the welcome check-in rate from the office kiosk.
Monitor average sign-in/check-in and registration times.
Participate in planning and developing policies, procedures, clinic-specific procedures, and programs.
Monitor the payroll system to control time management.
Maintain an environment that complies with regulatory, licensure, compliance, and accreditation requirements.
Serve as liaison between the practice and Central Billing Office.
Assist the Director with implementing and developing long-range plans.
Establish work procedures and standards to improve practice efficiency and effectiveness.
Develop guidelines for prioritizing work and modifying activities to maintain appropriate staffing levels.
Respond promptly to patients, physicians, and team members by listening and responding with empathy.
Complete performance appraisals and set individual employee goals in accordance with policies and procedures.
Monitor and document team-member performance; recognize and discipline team members as appropriate and resolve team-member issues.
Counsel and discipline employees and recommend termination when required.
Assist in managing FTEs and operating expenses to support sound fiscal operations.
Monitor practice purchases, plan corrective strategies when order levels are excessive in volume or cost, and communicate those strategies to administration.
Analyze financial and practice activity reports.
Manage the Call Center environment and establish departmental metrics, if applicable.
Maintain the provider schedule for the clinical practice.
Develop and oversee internal practice policies and procedures in conjunction with U of L Physician standard policies and procedures; interpret applicable laws, rules, and regulations and ensure compliance.
Develop and maintain effective communication among all levels of personnel.
Maintain patient confidentiality and comply with HIPAA privacy and security requirements.
Conduct staff meetings regularly.
Comply with company policies, procedures, and standards of conduct.
Perform other duties as assigned.
Demonstrate professionalism, service, collaboration, safety awareness, confidentiality, and exceptional customer service.