Sr Practice Manager

University of Rochester•City of Rochester, NY

11d•$30 - $40•Onsite

About The Position

The Senior Practice Manager oversees operational components of the Golisano Children’s Pediatric Practice (GCPP), a safety net and designated Patient-Centered Medical Home serving more than 15,000 pediatric patients through a multidisciplinary, team-based care model. The position provides operational leadership, oversight, and financial management to support high-quality, patient-centered pediatric care while optimizing workflows, staff engagement, and financial sustainability. The manager supervises and coordinates employees, develops goals and objectives, collaborates on annual budgets, performs advanced administrative work with minimal direction, and works with clinical and non-clinical leaders to maintain consistent processes, procedures, and compliance standards. The role also supports a positive work environment. The position manages practice operations and patient flow, monitors clinical and operational data, oversees front-end staff and staffing schedules, addresses patient access and service concerns, and supports quality improvement and workflow projects. It serves as the patient advocacy point person for assigned locations and is responsible for recruiting, training, evaluating, and managing staff. Financial responsibilities include monitoring charge reconciliation and billing trends, contributing to budgets, managing expenses and inventory, and supporting revenue-generating quality programs. The manager also oversees quality reporting and compliance with applicable standards and regulations, participates in required meetings, and coordinates with facilities, environmental services, and IT. Travel to office sites is required; the role may serve as an eRecord superuser.

Requirements

Associate's degree, preferably with coursework in business administration or health care administration, and three years of administrative experience; or an equivalent combination of education and experience.
Two years of healthcare management experience.
Expert proficiency in electronic medical record skills, including master scheduling and billing knowledge.
Advanced knowledge of medical practices, terminology, and reimbursement policies.
Intermediate Microsoft Outlook email skills.
Intermediate electronic filing skills.
Advanced typing skills.
Advanced proficiency with Microsoft Word and Excel.
Ability to travel to office sites.

Nice To Haves

Bachelor's degree preferred.
Notary license preferred within one year.

Responsibilities

Monitor clinical and operational data, including scheduling, appointments, utilization, visit volumes, and no-show rates, and identify opportunities to improve service, patient satisfaction, and productivity.
Establish and maintain efficient patient flow and ensure registration, check-in, check-out, scheduling, and transfer workflows are followed.
Prepare weekly staff schedules and monitor workflow to support accurate and efficient daily operations.
Uphold policies, procedures, quality improvement, safety, environmental and infection-control requirements, accreditation codes, and financial performance expectations.
Manage front-end staff, assign and prioritize work, evaluate effectiveness, and set performance improvement goals in alignment with department and individual objectives.
Collaborate with providers and schedule builders on provider templates; monitor schedule accuracy and utilization and report discrepancies.
Participate in cross-functional quality improvement and process-efficiency projects.
Partner with clinic leadership to support daily operations and resolve patient access and staffing concerns.
Manage patient complaints for assigned sites, advocate for patients, interpret Press Ganey survey data, and share results with providers and staff.
Set patient satisfaction expectations and promote the UR Medicine brand.
Recruit, hire, orient, train, develop, evaluate, and manage staff.
Ensure completion and tracking of initial and annual employee mandatory training.
Conduct timely probationary and annual performance appraisals and oversee performance management and corrective discipline as needed.
Serve as timekeeper and review, manage, and approve staff timecards in accordance with university policy.
Monitor employee engagement and promote a positive work environment at the home office and other assigned offices.
Monitor charge reconciliation and prepare weekly reports for senior leadership.
Review monthly billing and coding trends and develop workflows to reduce coding errors.
Provide input for annual and capital budgets, prepare justifications, and manage within budget parameters.
Develop cost-reduction and expense-management initiatives with the Director and hold staff accountable for targets.
Maintain provider schedules to support patient access, visit volumes, and financial performance.
Oversee supply and IT equipment inventory, maintain inventory logs, and request orders as needed.
Develop workflows and strategies to improve revenue-generating programs tied to population-health quality metrics and pay-for-performance programs.
Maintain quality of service and ensure compliance with local, state, and federal regulations and standards.
Oversee completion and submission of quality reports.
Work with practice providers to oversee clinical compliance for quality assurance, documentation, and reporting.
Ensure compliance with standards, HIPAA, OSHA, and JCAHO policies.
Develop and train staff on emergency and disaster-planning protocols.
Understand and enforce patient rights and organizational ethics philosophies.
Attend division-required ambulatory administration, operational, and ad hoc meetings.
Liaise with facilities and environmental services regarding property and facility issues and with IT representatives regarding equipment and technology issues.
May serve as an eRecord superuser.
Perform other duties as assigned.