Practice Manager

Baystate Health•Wilbraham, MA

About The Position

Baystate Health , a nationally recognized leader in healthcare quality and safety—and home to Baystate Medical Practices , the region’s largest multispecialty group—is seeking an experienced Practice Manager to join our dynamic Primary Care team to support Wilbraham Adult Medicine and Quabbin Adult Medicine (Belchertown). RESPONSIBILITIES: Reporting to the Program Director, this position oversees daily operations for multi-site practices. You’ll serve as a key member of the service line leadership team—partnering closely with medical leadership to drive operational excellence, financial performance, employee engagement, and outstanding patient care.

Requirements

Bachelors Degree, required
Minimum 3-5 years of management or supervision experience in healthcare that has included clinical operations
A broad and thorough knowledge of physician practice management and resource utilization; financial systems, budget management, reimbursement issues and regulations
Excellent communication (both oral and written) and presentation skills
Strong customer service skills in a high-volume setting
Initiative and ability to work independently

Nice To Haves

Outpatient experience, preferred

Responsibilities

Leadership & Collaboration Partner closely with physician and service line leadership to support clinical and operational goals
Foster a welcoming, inclusive, and respectful environment for patients and staff
Build strong relationships across Baystate Health and leverage resources effectively
Advocate for staff while maintaining clear expectations and accountability
Lead teams across multiple sites while aligning staff to the service line vision
Operations & Process Improvement Oversee daily operations and standardized workflows across one or multiple sites
Ensure consistent implementation of Baystate Health policies and procedures
Analyze operational data, identify root causes, and implement improvement plans
Research and apply best practices to enhance efficiency, quality, and outcomes
Prepare reports and recommendations for leadership to support strategic decisions
Patient Experience & Customer Focus Ensure a consistently positive patient experience across all sites
Address concerns proactively using active listening and problem-solving
Promote culturally competent care and respect for diverse perspectives
Communication & Change Management Communicate clearly and professionally with all levels of the organization
Lead and support change initiatives by explaining the “why” and reinforcing adoption
Navigate difficult conversations with fairness, diplomacy, and solutions-focused thinking
Employee Engagement & Development Coach, mentor, and develop staff to support career growth and engagement
Use employee engagement data to create and implement improvement plans
Promote teamwork, accountability, and a culture of continuous learning
Human Resources & Performance Management Participate in hiring, onboarding, performance evaluations, and merit processes
Address performance issues through coaching, documentation, and corrective action when needed
Partner with HR on complex employee relations matters
Ensure compliance with policies and accurate documentation across all sites
Financial, Budget & Revenue Cycle Management Understand and manage revenue cycle operations and billing processes
Monitor dashboards, identify revenue opportunities, and resolve discrepancies
Oversee co-pay collection, referrals, eligibility, registration accuracy, and charge capture
Monitor budgets, analyze variances, and contribute to budget development
Program Development Collaborate with Program Director and medical leadership to design and implement programs that support growth, quality, and performance
Ensure consistent execution across all sites within scope

Benefits

Excellent Compensation
High-quality, low-cost medical, dental and vision insurance
Generous PTO – up to 25 days in the first year, with scheduled earned increases
Continuing education support and reimbursement
First Time Home Buyers Financial Packages
Farm Share Memberships
403b retirement company match & annual company contribution increase based on years of service
Free money coach advice from a certified professional
Wellbeing programs that include but are not limited to mental, physical, and financial health
Pet, home, auto and personal insurance
Life insurance
Reimbursement for a variety of wellbeing activities, included but limited to gym membership and equipment, personal trainer, massage and so much more!
Wellbeing programs that include but are not limited to mental, physical, and financial health