Practice Manager II

University of Rochester•City of Rochester, NY

11d•$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. Serves as a Practice Manager for the Division of Collaborative Care and Wellness OMH and DOH regulated clinics under guidance of the Division Chief, Division Administrator, and Program Directors. Primary roles are to oversee front end operations staff and day to day administrative activities supporting clinical operations across numerous integrated sites. The individual in this position must be adept at prioritizing tasks and projects, must be able to work with limited supervision, and must be able to exercise independent judgment. The individual must understand and communicate University policies and procedures, analyze situations, and make judgments to facilitate desired outcomes. The individual must have a demonstrated high level of professionalism (i.e. maintaining confidentiality of Division matters) and communication abilities.

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

Nice To Haves

Bachelor's degree preferred
5 years administrative experience preferred
Notary License within 1 year preferred

Responsibilities

Manages front end operations team (3+ staff)
Responsible for recruiting, hiring, orientation, training, development and evaluation and management of staff.
Ensure annual staff mandatories are completed.
Ensure adherence to policies and procedures.
Promptly and accurately complete required documentation related to hires, terminations, and other status changes.
Conduct timely and thorough employee performance appraisals.
Effective management of temporary services staff.
Manages and approves requests for time off and overtime from direct reports.
Manage staff firmly, fairly and consistently.
Prepare and deliver cross training to front end operations team to develop a coverage pool for all CCW Clinics
In collaboration with providers, directly monitor the work of staff to ensure accuracy and maximum efficiency.
Provide PSR/OAR level coverage in situations of severe staffing shortages.
Manages Division Coordinator
Assist with orientation/onboarding of clinical staff in collaboration with clinic leadership.
Master and manage all systems used to support clinical operations and administrative functions (eRecord, EAPro, UKG, clinic email addresses and calendars (Outlook), Workday, shared drives/applications, MyPath, etc.).
Oversee the implementation of system upgrades, various rollouts and projects related to clinical and administrative systems.
Develop guidelines for prioritizing and assigning work activities, evaluating effectiveness and modifying process as necessary.
Prepare weekly schedule for staff ensuring proper staffing to support daily clinic operations.
Demonstrate skill in resolving difficult patient complaints and concerns.
Establish and maintain efficient and responsive patient flow system.
Schedule and attend regular office meetings with providers and office staff.
Implement procedures for enhancing levels of service and quality.
Implement and enforce Ambulatory, Psychiatry, CCW and clinic specific expectations, policies and procedures.
Collaboratively prepare and execute coordination plans for front end coverage needs (call outs, vacations, and vacancies).
Communicate coverage plans promptly to necessary stakeholders.
Prepare regular schedule/coverage for staff ensuring proper staffing to support daily office operations.
Manage all facilities and equipment needs (submit facilities requests, manage swipe access, order and maintain equipment inventory, work with IT and ISD to support staff and faculty as needed, etc.)
Train and maintain office specific emergency plan, maintain downtime computer information and requirements, support the coordination of annual clinic training requirements (disaster drills, fire, etc.)
Ensure adherence to compliance/regulations
Support and uphold policies, procedures, objectives, quality improvement, safety, environmental and infection control and codes and requirements of accreditation and financial performance.
Align with Ambulatory best practices and expectations.
Ensure compliance with standard, HIPAA, OSHA and JCAHO policies.
Perform audits on tasks in eRecord and use results to provide additional training/support for front end staff
Prepare regular reports on clinic data for division leadership including data from eRecord, HRMS and other systems as needed.
Assures I CARE values are demonstrated by all staff at all times. Acts as an excellent 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.
Plans and establishes meetings, and coordinates the arrangements and preparation of program literature, brochures and other materials.
Other duties as assigned