Senior Practice Manager

North Shore Community Health Inc • Gloucester, MA

2d • $75,000 - $85,000 • Onsite

About The Position

The Senior Practice Manager leads daily on-site operations at Gloucester Family Health Center’s medical practice and provides administrative support to North Shore Community Health’s behavioral health providers through digital communication platforms. The role manages patient access, provider schedule templates, departmental In Baskets, appointment requests, and workqueues to support reliable access to high-quality primary and behavioral health care. The manager also leads initiatives to improve access, quality, performance, and patient experience.

The position reports to the Director of Practice Operations and directly supervises Gloucester Family Health Center’s Medical Patient Service Representatives, the Behavioral Health Integrated Care Coordinator, and the Gloucester Patient Access Navigator. The Senior Practice Manager works closely with the on-site Nurse Manager, Medical Director, and Director of Behavioral Health to coordinate daily operations and patient access.

North Shore Community Health is a community-based safety-net healthcare organization providing primary care, dental services, behavioral health care, care management, pharmacy services, substance use disorder treatment, nurse care management, and insurance enrollment assistance. The organization operates sites in Gloucester, Peabody, and Salem, as well as school-based health centers. It emphasizes culturally sensitive care, diversity, and its values of Accountability, Integrity, Empathy, Courage, Respect, and Commitment.

This role works in a professional, fast-paced, collaborative healthcare environment, with regular in-person, phone, and digital interaction with colleagues, supervisors, and patients. Standard office hours apply, with occasional flexibility to meet deadlines, attend meetings, or respond to organizational needs. The role may involve extended sitting or standing, computer and telephone use, infrequent lifting of materials weighing up to 50 pounds, and travel among multiple sites during a day. Employees must comply with annual vaccination and health-screening requirements; COVID-19 vaccination is required before the first day of employment unless a religious or medical exception is granted.

Requirements

• Bachelor’s degree or equivalent experience.
• At least two years of experience in a supervisory or leadership role in behavioral health and/or another ambulatory healthcare setting.
• Proficiency with Microsoft Office applications, including Excel, Word, Outlook, and Teams.
• Excellent verbal and written communication skills, attention to detail, and strong organizational skills.
• Ability to prioritize and execute tasks in a fast-paced environment while collaborating effectively with medical and behavioral health staff.
• Demonstrated analytical thinking and creative problem-solving skills.
• Ability to build relationships and lead effectively within a matrixed organization.
• Values cultural diversity and individual differences and supports the organization’s values and commitment to building on these strengths.
• Completion of North Shore Community Health trainings.
• Compliance with annual vaccination and health-screening requirements; COVID-19 vaccination is required before the first day of employment unless a religious or medical exception is granted.

Nice To Haves

• Experience with the Epic electronic medical records system.
• Community health center experience.
• Bilingual in Spanish or Portuguese.

Responsibilities

• Supervise and coach non-clinical staff, including medical Patient Service Representatives, supporting accountability to organizational values and strong performance.
• Coordinate onboarding and offboarding for staff and providers with Human Resources, Information Technology, and other departments.
• Manage behavioral health and Gloucester Family Health Center patient access by collaborating with the Medical Director and Director of Behavioral Health to create provider schedules in accordance with staffing guidelines.
• Generate periodic Epic reports to monitor key performance indicators for front-end processes, provider caseloads and productivity, and waitlist management.
• Develop and execute strategies based on data findings in collaboration with the Director of Behavioral Health and Director of Practice Operations.
• Ensure administrative and non-clinical workflows and standard operating procedures are documented and followed.
• Oversee paperwork and record keeping, insurance eligibility checks, verification of patient demographic information, Good Faith Estimates, assessment of insurance enrollment and sliding fee discount eligibility, and copay collection.
• Lead communication efforts so staff understand organizational policies, procedures, and job performance expectations, including time and attendance.
• Evaluate staffing levels to support safe operations and foster teamwork and open communication.
• Manage patient and customer service complaints, report findings in a timely manner, and provide outstanding service to internal and external stakeholders.
• Identify opportunities to leverage resources, optimize productivity, minimize costs, and improve performance and systems.
• Adhere to HIPAA requirements and maintain strict patient confidentiality.
• Perform additional duties as assigned to fulfill North Shore Community Health’s mission.

Benefits

• Health and wellness benefits.
• Tuition reimbursement.
• Loan forgiveness opportunities.
• Other appealing benefits and perks; specific additional benefits are not listed.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior