Practice Manager

Community Health Center of Franklin County Inc•Orange, MA

9d•$72,800 - $95,680•Onsite

About The Position

The Practice Manager provides strategic, operational, and administrative leadership for assigned clinical site(s) at the Community Health Center of Franklin County (CHCFC). This role is responsible for ensuring efficient, patient-centered, and compliant day-to-day clinic operations while supporting CHCFC’s mission to deliver accessible, equitable healthcare to the community. Working in close collaboration with Medical, Dental, Nursing, and administrative leadership, the Practice Manager oversees front-end operations, scheduling, patient flow, workflow optimization, and operational quality improvement initiatives. The Practice Manager plays a key role in supporting interdisciplinary team-based care by ensuring that administrative systems and processes effectively support high-quality clinical services. The ideal candidate is an experienced operations leader who demonstrates professionalism, emotional intelligence, and a commitment to continuous improvement, while fostering a welcoming, collaborative, and accountable work environment consistent with CHCFC’s mission, values, and culture.

Requirements

Bachelor’s degree in Healthcare Administration or a related field required, or equivalent relevant experience in lieu of a degree
Prior experience in a managerial or supervisory role required
Proficiency in written and spoken English required
Strong leadership, communication, and change-management skills
Excellent organizational, problem-solving, and conflict-resolution abilities
Ability to analyze operational data and support performance improvement initiatives
Familiarity with basic medical terminology and outpatient clinical workflows
Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and internet-based systems
Ability to work effectively in a fast-paced, mission-driven, team-based environment
Commitment to health equity, cultural humility, and respectful patient engagement

Nice To Haves

Master’s degree in Healthcare Administration or a related field preferred
Bilingual English/Spanish, English/Moldovan, or English/Russian preferred
Experience in ambulatory care, community health, or FQHC settings preferred
Knowledge of clinic operations, patient access, workflow optimization, and regulatory compliance preferred
Experience with inventory management, budgeting support, and vendor coordination preferred

Responsibilities

Provide overall leadership and direction for site-based administrative and front-end operations, ensuring efficient, safe, and patient-centered clinic functioning.
Oversee daily clinic operations to ensure optimal use of staff time, space, and resources.
Collaborate with Medical, Dental, and Nursing leadership to align operational workflows with clinical priorities and organizational goals.
Identify operational barriers that impact care delivery and communicate concerns, risks, and recommended solutions to leadership.
Perform regular walkthroughs of the facility to promote a safe and secure environment by identifying and responding to potential safety concerns for visitors and staff.
Oversee site-specific schedule management, including the design and maintenance of provider schedule templates for Medical and Dental departments.
Ensure optimal schedule utilization to support patient access, continuity of care, and provider productivity.
Manage provider call-outs and oversee paid time off requests in coordination with department leadership to maintain adequate clinic coverage and minimize service disruption.
Monitor, evaluate, and improve administrative and front-end workflows to enhance efficiency, patient experience, and staff satisfaction.
Lead and participate in quality improvement initiatives using the Plan-Do-Study-Act (PDSA) model to improve operational systems, services, and processes.
Support data-informed decision-making related to access, flow, and operational performance metrics.
Oversee implementation of organizational policies and procedures at the site level and ensure staff awareness, training, and adherence.
Conduct and oversee operational quality assurance reviews to support compliance with regulatory, accreditation, and organizational standards.
Support site readiness for audits, site visits, and internal reviews related to front-end and operational functions.
Manage clinic-related patient complaints and grievances in accordance with CHCFC policy.
Initiate and manage patient behavior contracts when indicated.
Mediate conflicts involving staff, patients, or visitors, promoting respectful communication and timely resolution.
Provide direct supervision to Front End Leads, including: Approval of schedules, time-off requests, call-outs, and timecards, Performance coaching, recognition, and corrective or disciplinary action as needed, Conducting performance evaluations and developing performance improvement plans.
Foster a culture of accountability, teamwork, collaboration, and positive communication.
Model and promote CHCFC’s mission, values, and commitment to equitable, patient-centered care.
Serve as hiring manager for Front End Leads, Receptionists, and Office Assistants.
Oversee recruitment, onboarding, orientation, and training for front-end staff.
Develop and maintain orientation and training materials and support Front End Leads in training their teams.
Coordinate mentorship and ongoing development opportunities for designated work groups.
Support onboarding and orientation for new staff, residents, and students, ensuring appropriate workspace, access, and supplies.
Ensure clinic visitors are appropriately oriented and provided with proper identification.
Interact professionally with medical supply vendors and pharmaceutical representatives in accordance with organizational policy.
Attend administrative, medical, and interdisciplinary team meetings as required.
Communicate effectively with patients, staff, and leadership across departments to support coordinated clinic operations.
Work onsite and remain available to address real-time operational issues affecting staff and patients.
Assist with special projects and additional administrative responsibilities as assigned.