Senior Practice Manager

North Shore Community Health • Gloucester, MA

2d • Onsite

About The Position

The Senior Practice Manager is an operations leader responsible for daily on-site operations at Gloucester Family Health Center’s medical practice and administrative support for North Shore Community Health’s Behavioral Health providers through digital communication platforms. The position supports NSCH’s mission to build healthy communities by providing exceptional care to all and promotes a work environment centered on the organization’s values of Accountability, Integrity, Empathy, Courage, Respect, and Commitment.

The Senior Practice Manager directly supervises Gloucester’s Medical Patient Service Representatives, the Behavioral Health Integrated Care Coordinator, and the Gloucester Patient Access Navigator. The role works closely with the on-site Nurse Manager, Medical Director, and Director of Behavioral Health to coordinate operations and patient access across the medical and behavioral health practices. The manager oversees provider schedule templates, departmental In Baskets, Appointment Requests, and Workqueues, and leads or participates in initiatives to improve access, quality, performance, and patient experience.

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. It operates family health centers in Gloucester, Peabody, and Salem, as well as school-based health centers. The position operates in a professional, fast-paced, collaborative healthcare environment, with regular in-person, phone, and digital interaction. Standard office hours apply, with occasional flexibility to meet deadlines, attend meetings, or respond to organizational needs. Travel to multiple sites in one day may be required.

The role requires compliance with annual vaccination and health-screening requirements. Employees must be vaccinated against COVID-19 before their first day unless granted a religious or medical exception. The listed salary range is $75,000–$85,000.

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 in 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 NSCH’s values and commitment to building on these strengths.
• Completion of NSCH 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 staff performance.
• Coordinate onboarding and offboarding for staff and providers with Human Resources, Information Technology, and other teams.
• 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 departmental KPIs 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 accurate paperwork and record keeping, including insurance eligibility checks, demographic verification, Good Faith Estimates, insurance enrollment and sliding-fee discount eligibility assessments, and copay collection.
• Lead staff communications to ensure familiarity with organizational policies, procedures, job expectations, and time and attendance requirements.
• Evaluate staffing levels to support safe operations and foster teamwork and open communication.
• Manage patient and customer service complaints, ensure timely reporting of findings, and provide outstanding service to internal and external stakeholders.
• Identify ways to leverage resources to optimize productivity and minimize costs while improving performance and systems.
• Follow HIPAA requirements and maintain strict patient confidentiality.
• Perform additional duties as assigned to fulfill NSCH’s mission.

Benefits

• Health and wellness benefits.
• Tuition reimbursement.
• Loan forgiveness opportunities.
• Other employee perks and benefits; eligible staff can access benefits from the start of employment.

What This Job Offers

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