Sr. Practice Manager

University of Rochester-posted 3 days ago

$29 - $37/Yr

Full-time • Mid Level

Onsite • City of Rochester, NY

51-100 employees

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As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive. Sr. Practice Manager is responsible for the day-to-day management and strategic oversight of a high-volume Neurosurgery & Neuromedicine Pain ambulatory practice comprising 30+ exam rooms and procedural space. Working in close partnership with departmental and senior leadership, this role is accountable for driving operational efficiency, monitoring and improving key ambulatory performance metrics, ensuring high-quality care delivery, enhancing the patient experience, and supporting strong financial performance. The Manager leads a diverse, professional team of non-clinical staff using the ICARE framework (Integrity, Compassion, Accountability, Respect, Excellence), fostering a culture of collaboration, inclusion, and continuous improvement. Responsibilities include performance management, staff development, and workforce planning to ensure optimal staffing and service levels. In addition, the Sr. Practice Manager oversees the clinical facility’s operations, ensuring compliance with all regulatory requirements, safety standards, and organizational policies. This includes coordination with clinical leadership to maintain a safe, efficient, and patient-centered environment.

Operational Oversight & Workflow Management: Manage operations for a 30+ Neurosurgical/multispecialty clinic. Ensures adherence to proper patient registration and insurance pre-verification processes, including timely and accurate warm transfers to centralized support functions as required. In addition to managing the clinic for the Neurosurgery, the Sr. Practice Manager is responsible for the management of Neuromedicine Pain Program, including direct supervision of the Pain Management staff; including collaborating with physicians, APPs and leadership to align clinical operations with Departmental goals. Responsibilities include management of Division Leads for Neurosurgical practice at the clinical site and Neuromedicine Pain. Prepares and maintains weekly staffing schedules to ensure appropriate coverage for daily operations; directly monitor staff workflow to maintain accuracy, productivity, and maximum operational efficiency. Collaborates with providers to develop and maintain scheduling templates that align with departmental access expectations; proactively manages ongoing template and scheduling changes to support continuity of care. Manage and monitor volume of patients in clinic and assign providers exam and dictation space. Responsible for identifying and executing process improvements.
Compliance, Quality & Performance Standards: Develops and implements all policies, procedures, and objectives related to quality improvement, patient safety, signage requirements, environmental and infection control, accreditation standards, and financial performance. Establishes and tracks performance improvement goals for Neurosurgery, ensuring alignment with departmental objectives and ambulatory metrics for excellence in care. Responsible for maintaining high levels of quality service, environment and compliance with local, state and federal regulation and standards. Oversee completion and submission of quality reports. In collaboration with practice providers(s), oversee clinical compliance for quality assurance, documentation, and reporting. Ensure compliance with standard, HIPAA, OSHA and JCAHO policies. Develop and train /practice for emergency and disaster planning protocols. Understands and enforces patient rights and organizational ethics philosophies.
Human Resources & Staff Management: Responsible for staff management of a large clinic consisting of 30+ exam rooms, including recruitment, hiring, onboarding, orientation, training, development, and performance evaluation of non-clinical staff. Collaborates with the Nurse Manager to provide oversight and support for ambulatory clinical staff, including ambulatory techs, ensuring alignment across roles and responsibilities. Ensures completion and documentation of all new hire onboarding and annual mandatory training requirements in compliance with organizational and regulatory standards. Conducts timely and comprehensive end-of-probation and annual performance appraisals, providing meaningful feedback and development plans to support employee growth and accountability. Manages and approves staff requests for time off, overtime, and other scheduling needs. Actively monitors employee engagement and serves as a change management leader to promote a positive, inclusive, and high-performing work environment. Leads performance management processes, including coaching, progressive discipline, and corrective action, as necessary, in accordance with HR policy and best practices.
Financial Operations: Monitor charge reconciliation process, including the production of weekly reports. Assists in preparing annual and capital budgets, including required justifications, and effectively managing within budgeted parameters. Responsible for control and accuracy of petty cash, cash reconciliation, and balancing of daily deposits. Develop cost reduction and expense management initiatives in collaboration with site medical director. Hold staff accountable for target achievement. Process pharmaceutical, supply and other types of orders timely and accurately from approved vendor lists. Maintain provider schedules to ensure adequate visit volumes for patient access and financial performance. Oversee the bi-annual inventory process.
Service Orientation and Patient Experience: Access and interpret Press Ganey patient satisfaction survey data and regularly share results with providers and staff. Serve as a patient relations advocate by demonstrating skills in resolving difficult patient complaints and concerns.
Administration: Attend monthly meetings per department requirements. Act as liaison with property managers to manage and address issues with property/facility. Prepare Ambulatory Metric reports to review with Department Leadership. May serve as eRecord superuser. May participate on ambulatory committees to review best practices
Other duties as assigned

Associate's degree preferably with coursework in business administration or health care administration and 3 years administrative experience required and 2 years management experience in healthcare required
Electronic Medical Record (EMR) skills with expert proficiency in all aspects, including Master Scheduling and Billing knowledge
Advanced knowledge of medical practices, terminology, and reimbursement policies
Intermediate Microsoft Outlook email skills (open new, to, cc, send)
Intermediate electronic filing skills (name a file, save file, save as)
Advanced typing skills
Advanced proficiency with Microsoft Word and Excel

Bachelor's degree preferred
Excellent interpersonal, communication (written and verbal) and organizational skills
Must be able to effectively deal with difficult situations in a poised and highly professional demeanor
Strong knowledge of professional fee billing rules and regulations
Strong analytical ability and attention to detail
Notary License within 1 year preferred

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