Practice Manager III, Gastroenterology Practice

UofL Health•Louisville, KY

About The Position

The Practice Manager oversees the daily business and clinical operations of a physician practice, coordinating administrative and clinical staff across functions such as the front desk, medical records, nursing, and ancillary services. The role ensures effective use of resources, efficient service delivery, and appropriate staffing to meet patient and physician needs. It develops and administers practice policies and procedures and may work in a specialty or multispecialty environment. The manager is accountable for business and financial goals, patient and employee satisfaction, staff supervision and development, provider and appointment-schedule utilization, front-desk and referral workflows, payroll oversight, regulatory compliance, and operational expenses. The role also analyzes practice and financial activity, coordinates with the Central Billing Office, maintains provider schedules, and supports long-range planning with the Director. The position requires an associate degree in Business Administration or a related field, with healthcare administration emphasis preferred, or a clinical certificate/license; appropriate experience may substitute for education. A bachelor’s degree is preferred. At least one year of work and supervisory experience in practice management is required; three to five years of practice management or practice administrator experience is preferred.

Requirements

Associate degree in Business Administration or a related field; healthcare administration emphasis is preferred. A clinical certificate or license (such as CCMA, LPN, or RN) is also listed. Appropriate experience may substitute for educational requirements.
At least one year of work and supervisory experience in practice management.
Effective working knowledge of healthcare financial management, particularly medical practice accounting, third-party reimbursement issues, patient flow, and facilities management.
Ability to read, analyze, and interpret business and professional publications, 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, fiscal management techniques, governmental regulations, and compliance requirements.
Ability to perform arithmetic calculations, compute rates, ratios, and percentages, and interpret bar graphs.
Ability to plan, organize, and supervise; exercise initiative and sound judgment; and solve problems in situations with limited standardization.
Ability to 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.
Proficiency with Microsoft Office Suite, internet navigation, database management, desktop publishing, spreadsheets, and graphic presentation packages; ability to use various computer systems and applications.
Commitment to service, professionalism, confidentiality, safety standards, teamwork, and exceptional 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.

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, incorporating staff input.
Lead and develop employees, including hiring, training, development, and salary recommendations.
Manage provider and schedule utilization, including non-booked, overbooked, and unavailable time; monitor wait times and appointment attendance.
Monitor front-desk workflow quality, including workflow without warning rate, encounter verification, MSPQ completion, and front-end collections.
Monitor front-desk productivity, including Patient WQ contacts resolved, referrals authorized, and referrals released from WQ.
Manage referrals and monitor authorization by date of service, closed and outgoing loops, time to triage, time to schedule, and time until the first appointment.
Manage the welcome check-in rate from the office kiosk and monitor 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 the 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 adjust activities as needed to maintain appropriate staffing levels.
Respond promptly to patients, physicians, and team members by listening and showing empathy.
Complete employee performance appraisals and set individual goals in accordance with policies and procedures.
Monitor and document team-member performance; recognize and discipline employees as needed and resolve team-member issues.
Counsel, discipline, and/or recommend termination of employees as required.
Assist in managing FTEs and operational expenses to support sound fiscal operations.
Monitor practice purchases, plan corrective strategies when order volume or costs are excessive, and communicate those strategies to administration.
Analyze financial and practice activity reports.
Manage the call center environment, when applicable, and establish departmental metrics.
Maintain the provider schedule for the clinical practice.
Develop and administer 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 across personnel levels and conduct regular staff meetings.
Maintain patient confidentiality and comply with HIPAA privacy and security requirements and company policies, procedures, and standards of conduct.
Demonstrate professionalism, protect sensitive data, follow safety standards, collaborate with team members, and provide effective customer service to the healthcare community.