Practice Manager

Siloam Health•Nashville, TN

About The Position

The Practice Manager manages day-to-day operations of the clinical practice and coordinates the Patient Relations department. This leader builds high-performing teams, makes sound decisions, and drives measurable improvements in patient access, scheduling, and patient experience. The Practice Manager serves as the Athena EHR operations expert and partners closely with providers and nursing leadership to maintain efficient schedules and keep patient care central. The role leads the Patient Relations team and its department policies, performance, training, hiring, audits, document storage, daily cash-out procedures, and budget planning. It oversees staff and provider scheduling, scheduling templates, coverage, staffing levels, and analysis of visit trends. As an Athena EHR Super User, the Practice Manager supports staff, troubleshoots workflows and system issues, works with the Data Analyst on data and billing, and oversees patient communications and technology accounts. The role also addresses patient concerns and co-leads the Patient Advisory Council. Siloam Health serves patients from more than 70 countries who speak over 50 languages, using an interdisciplinary model of whole-person health care. Its multicultural primary care team works with volunteer interpreters and medical professionals to serve Nashville’s most vulnerable. The organization’s mission is to share the love of Christ by serving those in need through health care.

Requirements

Bachelor’s degree in healthcare administration, business, or a related field, or equivalent health experience.
At least two years of healthcare or practice management experience, including two years in a managerial role.
Proven ability to manage teams, develop staff, and drive results.
Hands-on Athena EHR experience, including scheduling, templates, and workflow optimization.
Passion for Christian ministry to underserved people and full agreement with Siloam’s mission and core values.
Willingness to serve people with limited access to healthcare and from different cultures and faith beliefs.
Ability to make confident decisions, lead through change, and stay focused on results.
Strategic thinking and a passion for improving patient care.
Strong interpersonal and communication skills for communicating effectively with staff and patients.
Excellent analytical and problem-solving skills.
Computer literacy and familiarity with Microsoft Office products and electronic medical records.
Adherence to OSHA and confidentiality requirements.
Ability to lead and work well in a team setting.

Nice To Haves

Familiarity with medical terminology.
Bilingual in English/Spanish or English/Arabic.

Responsibilities

Build and lead a positive, accountable Patient Relations team culture, supporting staff engagement and performance.
Monitor team performance, provide or arrange training, set expectations, conduct regular performance reviews, and address performance gaps.
Develop Patient Relations strategies and policies aligned with organizational goals and ensure staff follow them.
Lead the team in complying with patient privacy, security, and OSHA requirements.
Oversee collection and storage of patient documents.
Design audit tools and assign staff to identify and correct billing, scheduling, and protocol-adherence issues.
Ensure daily cash-out procedures are completed and the cash drawer is balanced.
Screen candidates, conduct interviews, check references, and make hiring recommendations for Patient Relations openings.
Represent the department in leadership meetings as needed.
Identify departmental budget needs and assist the Director of Clinical Operations with the budget process.
Manage Patient Relations scheduling to ensure adequate coverage.
Manage clinical providers’ day-to-day schedules, templates, and PTO coverage.
Create and edit Athena scheduling templates for visit types and staff and volunteer providers.
Partner with providers and nursing staff to optimize schedules and template use.
Analyze visit trends and scheduling data to improve quality and assess scheduling needs.
Identify appropriate staffing levels and pursue financially judicious solutions.
Serve as the Athena EHR Super User for Operations, providing workflow expertise, coaching, and real-time support.
Troubleshoot Athena issues and maintain current system settings, setup, and user rights.
Use Athena to evaluate and improve outpatient workflows, scheduling, and template use.
Work with the Data Analyst to ensure Athena data and billing are captured and used to meet organizational needs.
Oversee the patient scheduling phone line, including incoming calls, messages, and call forwarding.
Manage patient appointment reminders and other communication campaigns using Athena Communicator and/or Weave.
Hold the Patient Relations team accountable for accurate patient data entry into Athena for reporting.
Serve as Patient Relations technology Super User, stay current on software needs and usage, maintain vendor contacts, and coordinate contract setup with oversight from the Chief Operations Officer.
Manage clinical team program accounts.
Address patient concerns promptly, fairly, and compassionately; track recurring issues and implement preventive fixes.
Co-lead the Patient Advisory Council, including arranging quarterly meetings, reporting feedback to leadership, and recruiting members.
Perform other duties as assigned by the Director of Clinical Operations.