Senior Practice Manager

North Shore Community Health Inc•Gloucester, MA

4h•$62,600 - $97,000•Hybrid

About The Position

The Senior Practice Manager is an operations leader who is passionate about North Shore Community Health’s (NSCH’s) mission to build healthy communities by providing exceptional care to all and nurtures a work environment centered on the NSCH Values of Accountability, Integrity, Empathy, Courage, Respect, and Commitment. The Senior Practice Manager is responsible for the daily on-site operations at Gloucester Family Health Center’s (GFHC’s) medical practice and for administrative support to all of NSCH’s Behavioral Health (BH) providers via digital communication platforms. The Senior Practice Manager will report to the Senior Manager of Access & Navigation and will directly supervise GFHC’s Medical Patient Service Representatives (PSRs) and the BH Integrated Care Coordinator. They will be expected to work closely with the on-site Nurse Manager, Medical Director, and Director of Behavioral Health to coordinate daily operations and patient access for and GFHC’s medical practice and NSCH’s BH practice. The Senior Practice Manager will lead best practices to ensure that patients in our community have reliable access to high quality primary and behavioral health care by managing medical and BH providers’ schedule templates, managing departmental In Baskets, Appointment Requests, and Workqueues. They will participate in, and lead, initiatives to improve access, quality, performance, and patient experience.

Requirements

Values cultural diversity and individual differences, supporting NSCH’s values and commitment to building on these strengths.
Proficiency in Microsoft Office applications (Excel, Word, Outlook, Teams, etc.) required; experience with the Epic electronic medical records system preferred.
Excellent verbal and written communication skills, attention to detail, and strong organizational skills.
Proven 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.
Bachelor’s degree or equivalent experience required.
Minimum of two (2) years of experience in a supervisory or leadership role in behavioral health and/or other ambulatory health care settings; community health center experience preferred.
Bilingual in Spanish or Portuguese highly preferred.
Completion of NSCH Trainings

Nice To Haves

experience with the Epic electronic medical records system preferred
Bilingual in Spanish or Portuguese highly preferred
community health center experience preferred

Responsibilities

Supervise and coach all non-clinical staff, including medical PSRs, to ensure staff are consistently and fairly kept accountable to organizational values and are performing to their best potential.
Coordinates the onboarding and offboarding for new staff and providers with HR, IT, etc.
Manage BH’s and GFHC’s patient access by collaborating with the Medical Director and Director of Behavioral Health to create provider schedules in accordance with NSCH’s staffing guidelines
Generate periodic reports in Epic to monitor departmental Key Performance Indicators (KPIs) for front-end processes, provider caseloads and productivity, and waitlist management
Develop/execute strategies based on data findings in collaboration with Director of BH and Senior Manager of Access & Navigation.
Ensure administrative/non-clinical workflows and standard operating procedures (SOPs) are documented and followed.
Oversee accurate paperwork and record keeping, checking insurance eligibility, verifying patient demographic information, generating Good Faith Estimates, assessing patients’ needs for insurance enrollment and eligibility for sliding fee discount, collecting co-pays, etc.
Lead communication efforts to assure all staff are familiar with NSCH policies, procedures, and performance expectations of their jobs, including time and attendance.
Evaluate appropriateness of staffing levels to ensure safe operations, while establishing a work environment that fosters teamwork and open communication.
Manage departmental patient/customer service complaints and ensure timely reporting of findings while providing outstanding customer service to internal and external stakeholders.
Identify opportunities to better leverage resources to optimize productivity and minimize costs, while focusing on performance and systems improvement.
Adhere to HIPAA rules including maintaining strict patient confidentiality.
Perform additional duties to fulfill NSCH's mission, as assigned.