To be fully engaged in providing Quality/No Harm, Customer Experience, and Stewardship by managing multi providers at multiple site locations. Assuring optimal site operations in collaboration with the entire Health First Team.
Incumbent will partner with providers to ensure timely and quality care, providing leadership, coaching and mentoring to associates with the provider practice. Responsible for all aspects of office operations including the training and development of associates, estimating personnel needs, assigning work, meeting fiscal targets, supporting system goals, and ensuring consistent application of organization policies.
Engage with associates to foster open communication, hold weekly huddles and regular department meetings. Acts as a change agent, positively communicating practice initiatives to providers and associates.
Utilize the Gallup Survey feedback and action plan to create a culture that fosters highly engaged associates
Work with the practice to create and maintain department goals; updating display boards in a timely manner.
Maintain knowledge of practice associate job descriptions. Perform associate evaluations following process and timelines set by HR, soliciting input from practice providers.
Manage and develop potential leaders, advancing skill sets of associates.
Support cross-functional teams to accomplish projects and tasks.
Maintain office protocols and procedures including but not limited to Hurricane plans, downtime procedure manuals, and phone tree lists.
Act as a liaison between the practice and corporate support departments such as; IT, Legal, Risk Management, etc. Follow appropriate process to request service from support department.
Perform regular environmental safety checks and documentation, report and monitor deficiencies through resolution.
Coordinate staffing schedules, including holidays and vacations. Collaborate with other managers and staffing coordinators as needed.
Utilize safety portal for patient events or concerns.
Utilize practice metrics to optimize practice performance. This includes, but is not limited to; staffing benchmarks, panel size, next third available, fill rate, no show rate, double booking strategies, wRVU by specialty. Explain to providers if necessary.
Demonstrate knowledge of various work flow models, with proactively addressing improvements to workflows.
Maintain proficiency utilizing electronic medical records (EMR) and practice management (PM) applications
Enhance the customer experience by building open working relationships with associates, patients, and providers. Proactively manage provider an associate interactions in the clinic.
Monitor practice CG CAHPS scores and monitor survey comments. Communicate results with practice team in order to improve the customer experience. Counsel and guide staff regarding performance, problem solving, and decision-making.
Document, notify Regional Director, and risk management team (when appropriate) to ensure service recovery related to patient complaint.
Conduct routine assessments of physical space, interior and exterior of the practice, and initiate service requests as needed to ensure patient safety and comfort.
Manage provider issues, acting as a liaison between providers, administration and physician leadership. Communicate with providers any operational issues such as staffing, workflow, etc.
Maintain proper inventory levels of necessary office supplies and medications for appropriate patient volumes. Monitor costs and work with the purchasing department to facilitate vendor agreements with necessary quantities. Maintain inventory controls for high cost supplies.
Oversee medication storage; ensure clinical staff performs periodic checks for expired medications and supplies.
Assist as needed with annual inventory counts.
Demonstrates knowledge of revenue cycle concepts. These include registration errors, denial rates; first pass rate, CPT/ICD coding, charge entry, insurance plans, and credentialing, maximizing clinic staff's role in revenue cycle activities. Conduct cash handling audits ensuring accuracy and timeliness of charge capture.
Request department capital, salary and leasehold improvement budget items, and adhere to approved budgets.
Demonstrate ability to create and interpret spreadsheets and proformas with and in-depth understanding of financial applications and reports. This includes monitoring business unit financials and budget in EPSI, initiating the new position request process, etc.
Review, approve and track provider continuing education expense requests.
Manage associates time and attendance in payroll system.
Proactively manage provider add/move/depart checklist; effectively utilize sales and marketing departments.
Monitor and trend referrals to and from clinics. Collaborate with other departments regarding patient access, staffing resources, etc.
Understand all aspects of the providers' service line of specialty. This includes call schedules, inpatient and off-site activities as they affect the office.
Research the necessary regulatory and coding issues related to a new product or specialty line, or if adding a new specialty to their area of responsibility. Coordinate with various support departments in this regard (managed care, risk management, IT, coding and compliance, etc.).
Regularly review online practice data ORIGINS an MGMA benchmark data) to monitor key performance indicators against benchmarks, taking action as needed.
Understand integrated delivery network components. Demonstrate knowledge of system ancillary service options, the impact of each on the quality and cost of patient care.
Work independently to manage staffing resources. This includes interviewing, hiring, training, managing, appraising, counseling, disciplining and if necessary, termination.
Bachelor Degree preferred or some college and equivalent health care experience, or 5 years' experience.
Continuous learning evidence by ongoing leadership and LEAN training.
Proficient with Microsoft Office programs including Excel with the ability to create spreadsheets and formulas.