Sr. Practice Manager, Orthopedics & Sports Medicine - Hartford/Farmington - Full Time

Primary responsibility is to operationalize strategies within specific CCSG service area(s). Works with the leadership team to ensure financial performance projections are achieved and operates within budget in accordance with performance standards. Additional responsibilities include oversight of non-clinical staff, general management of operations, and coordination of leadership among affiliated hospitals as indicated. Serves as the primary point of contact for physicians and APP leaders at affiliated hospital locations and is responsible for upholding the CT Children's code of conduct, compliance, vision and values of CCMC. The Senior Practice Manager effectively manages business policies and operations, financial planning and cost-effective and efficient performance. In addition, the Senior Practice Manager is often given additional responsibilities with special projects that may arise.

• Planning and implementation of both short and long term strategic growth plans.

• Responsible for establishing criteria, formulating projects/initiatives, owns executing on the projects/initiatives and assessing effectiveness of results.

• Partners with the Division Chiefs in the creation and implementation of the following: identify best practices; build consistent clinical and administrative processes.

• Establishes a scorecard for the service line and track and trend volume reports.

• Executes Service Line plans, including new program and site development and integrated management.

• Serves as the primary point person / business leader for establishing and developing relationships a liaison to physicians and affiliated hospital location units.

• Promotes service line/alignments efficiencies through process improvement initiatives.

• Partners with the physicians to develop and sustain relationships with the community referring providers.

• Responsible for managing service line financials and data collections.

• Standardizes processes for the service line/ alignment to provide comprehensive patient care and customer service.

• Optimizes quality and patient safety, operational and financial performance, and customer satisfaction.

• Mentoring and coaching staff/practice managers with individual growth and individual accountability to improve career track goals.

• Actively participates in action planning related to employee engagement.

• Serves on a variety of committees to support CCSG operations.

Quality and Patient Safety

• Through collaboration with director of clinical operations, develops key quality metrics for service area(s).

• Monitors actual results versus projected outcomes and provides accurate and consistent reports as recommended by director.

• Ensures staff are educated and adheres to compliance standards, regulations, programs and practices.

• Ensures quality and safety issues are addressed in a timely manner in partnership with Quality Improvement, Legal, and Human Resources, and appropriate corrective actions are implemented in a timely manner and in accordance with defined recommendations.

Operations and Finance

• Determine annual goals of the service line/alignment in conjunction with the physicians and Director of Clinical Operations; prepare budgets and plans accordingly; provide regular reports to monitor progress.

• Review daily, weekly, and monthly financial and operational reports to track actual to budget and identify trends.

• Completes analysis of monthly financials; monitors and tracks revenue and expense to ensure strategic and operational performance benchmarks and goals are being met.

• Prepares a review and analysis of both operational and financial outcomes and presents monthly to Division Head/Director of Clinical Operations.

• Monitor productivity of the providers to validate target levels are being realized.

• Prepare Pro Formas in conjunction with finance to consider new services or locations for potential expansion.

• Identify/implement cost effective approaches.

• Commit to a focus on continuous improvement of workflow processes and procedures.

Compliance

• Maintain awareness of current and new legislation to ensure business is complying with all statutory and regulatory obligations.

• Ensure service line/alignment complies with all contractual obligations. Regularly reviews all contracts specific to service area.

• Ensures risk management policies are being followed.

• Ensures billing compliance standards are monitored and maintained.

• Participates in audit process with compliance team and assists with development of action plans related to documentation and billing.

Customer Satisfaction

• Foster strong business relationships with organizational partners.

• Foster strong partnerships with patients and families by providing the highest quality of care in a safe, family-centered environment.

• Ensure a patient and family centered environment.

• Educate the patients and families on the operational and financial policies and procedures for the practice.

• Address customer complaints to ensure timely and satisfactory resolution for the patient.

• Partners with Patient Family Experience team to identify any opportunities for improvement within respective service area(s).

SUPERVISORY/LEADERSHIP RESPONSIBILITIES

Human Resources

• Develops staff through coaching, mentoring, rewarding, training and guiding.

• Facilitates team work and cooperation amongst staff and business partners.

• Educates staff on team building, problem solving and conflict resolution.

• Works with direct reports to establish performance standards for work assignments; monitors work status and progress including goals and objectives.

• Values cultural diversity and other individual differences in the workforce.

• Provides project management support for the standardization of clinical and operational process across the Service Line in alignment with CCMC overall strategy.

• Responsible for developing and directing multiple service locations including affiliated hospitals as indicated and effectively manages business policies and operations, financial planning and cost-effective and efficient performance.

• Recruit, develop, and manage non-clinical staff to ensure high performance and continuing professional development.

• Facilitates team work and cooperation amongst physicians, staff and affiliated hospital locations.

• Educates staff on team building, problem solving and conflict resolution.

• Works with direct reports to establish performance standards for work assignments.

• Monitors work status and progress including goals and objectives. Evaluates employee and manager performance and provides appropriate guidance and feedback.

• Values cultural diversity and other individual differences in the workforce.

• Oversees the daily/monthly expenditures, staffing and overtime hours.

• Counsels, disciplines and/or recommends termination of employees as required.

Strategic Thinking

• Monitors changes in the environment that could impact the organization's strategy.

• Identifies growth opportunities for the service line/alignment.

• Identifies growth opportunities for satellite locations throughout the organization.

Business and Industry Acumen

• Demonstrates an understanding of profit levers and manages profitability.

• Balances expense management and investing for the future.

• Thinks logically in order to troubleshoot, analyze situations, and make appropriate decisions.

• Effectively presents information to a variety of constituents with recommendations for next steps.

• Defines problems, collect data, establish facts and draw valid conclusions.

• Responds to relevant changes in the health care industry.

• Demonstrates proficiency with use of EMR for multiple locations, including reporting through EMR as indicated.

Communication and Influence

• Advocates on behalf of the organization with external stakeholders.

• Actively listens to the ideas of others.

• Ability to interact and communicate with individuals at all levels of the organization.

• Ensures that people are provided with appropriate information about issues that may impact them.

• Effectively gains commitment from others.

Building a High Performance Workforce

• Sets clear goals for their team.

• Coaches team members to improve performance.

• Develops staff through coaching, mentoring, rewarding, training and guiding.

• Holds people accountable for results.

• Develops people to ensure they have the skills and abilities to drive success.

• Inspires others to take action.

• Actively participates in employee engagement activities.

Leading Change

• Encourages new and improved ways of doing things.

• Communicates information about changes in a timely manner.

• Supports others in implementing change.

• Employs strategies to overcome resistance to change.

Teamwork and Collaboration

• Partners with colleagues to accomplish common goals.

• Constructively raises concerns.

• Uses a problem-solving approach to identify solutions.

• Helps colleagues address challenges they are facing.

• Reaches out to others for advice or input for key decisions.

Professional Attributes

• Strong project management skills and follow-through from vision to execution, with measurable results to the bottom line.

• One who strives to be inclusive with physicians on key decisions and meets frequently with physicians to ascertain their needs.

• Excellent at team building and motivating people. Able to identify the right people to execute strategic opportunities and motivate people to act whether they are peers, subordinates, physicians or administrators. Skilled at accomplishing goals through others.

• Someone who understands the dynamics and politics of a hospital or medical practice environment and has the ability to navigate between disparate entities to successfully unite constituencies toward a common cause.

• Someone who can work with many different organizational partners, their cultures, and represents Connecticut Children's professionally through all interactions.

• An individual who is a "pre-emptive communicator" and one that strives to proactively address issues before they become problems.

• A high energy leader capable of creating and managing an effective partnership for marketing and communications campaigns, onboarding processes, and community relations. An individual who is also able to develop and manage customer relationships and build loyalty, as well as develop new business leads.

Personal Attributes

• Excellent interpersonal skills; a dedicated listener, comfortable in a variety of settings dealing with diverse constituencies; a broad thinker. The ability to communicate clearly and effectively both verbally and in writing.

• An individual of highest personal and professional integrity, principle and knowledge, earning respect and support when making difficult decisions and choices. Able to establish immediate credibility with peers, senior leadership, medical staff and the Board.

• A collaborative and operational leader who will give employees a voice and encourage full participation of all team members.

• A team player, good listener and consensus builder who truly values the input of others and their contributions, and positively responds to such input.

• Focuses on achieving goals.

• Admits mistakes.

• Takes responsibility for actions and decisions.

• Models integrity by operating in an ethical manner.

EDUCATION and/or EXPERIENCE REQUIRED

• Education Required: Bachelor's Degree required.

• Education Preferred: Advanced degree is preferred.

• Experience Required: 7-10 years of related work experience required. Effective working knowledge of healthcare financial management, specifically medical practice accounting, third party reimbursement issues, patient flow and facilities management.

LICENSE and/or CERTIFICATION REQUIRED

• Certified Medical Practice Executive (CMPE) accreditation is preferred; Board certification in healthcare management, such as ACHE Fellow (FACHE) preferred.