Practice Manager II

The Practice Manager is directly responsible for prioritizing resources, including staff, space and equipment, achieving department/division goals and metrics, and managing the clinical expenses. Develops and implements operational practice standards as needed to ensure efficient, effective, and high quality day-to-day clinical operations within all service locations for the Division of Infectious Diseases and the Ryan White Program. This includes, but is not limited to patient scheduling, front desk (check in and check out), medical records, clinical support staff, and non-physician providers. This position will ensure a positive patient centered atmosphere and interactions in above areas through ongoing training, development, and monitoring of staff. Additionally, this position is the point of contact with Medical Group for all billing concerns within their respective Division or Program.

Responsibilities

• Provides oversight for clinical operations by monitoring care delivery system, as well as development and implementation of policies and procedures to ensure patient-centered care, and maintain the highest standards of care possible.
• Monitor compliance to government policies (Including HIPAA).
• Administer all division clinical, business and financial functions.
• Primary point of contact for EVMSMG and clinical operations.
• Maintain supportive relationship with senior leadership and administrative support staff, department clinical and education directors and providers, administrators, and managers.
• Determine, in conjunction with the Chief Administrator and Division Chief, support staff requirements for the practice(s).
• In conjunction with Associate Chair, review and approve all matters relating to departmental human resources (recruitment, transfers, promotions, terminations, etc.).
• Administer the recruitment, selection, assignment, and training of administrative and IT support staff.
• Maintain TAS System and employee personnel files.
• Evaluate all personnel for whom there is a direct responsibility.
• Monitor adherence to standards set in dress, conduct, attitude, and performance and correct deviations.
• Ensure department/division metrics are identified, evaluated and reinforced.
• Provide daily supervision to all of the staff in the clinical areas of the divisions and coordinate an efficiently run clinical operation on a daily basis.
• In coordination with Division Chief, ensure provider schedules are developed and adhered to in accordance with EVMS Medical Group standards, contractual obligations, and the provider’s clinical FTE (full-time equivalent).

ADMINISTRATIVE RESPONSIBILITY:

• Management and oversight of all daily, clinical, business and financial functions of the division to include evaluating office procedures and devising ways to improve efficiency of workflow and productivity.
• Ensure development and implementation of policies and procedures governing aspects of division clinical operations.
• Monitor clinical productivity and track monthly statistics and investigate anomalies.
• Meet regularly with Chief Administrator, Division Chief and Ryan White grant manager to keep up to date on issues within the division.
• Work cohesively with Chief Administrator and other departmental practice managers on problem identification and resolution with respect to the systems, processes, procedures, staffing, and any other related function as needed.
• Ensure all staff are aware assigned metrics and have the tools and provide coaching to meet these objectives.
• Review all staff time cards in the Time and Attendance system and approve hours as appropriate.
• Schedule all staff and providers including approving time away from the office.
• Ensure that staff follows EVMS and EVMS Medical Group policies and begin disciplinary action with policy violators.
• Will act as division Electronic Health Record Super User.
• The Super User will work directly with physicians, residents, and mid-levels to provide additional training support as well as assist clinical staff navigate through the EHR.
• Employee will work closely with EHR team to resolve identified issues that impact clinical operations during patient care sessions.
• Directly supervise the staff who perform standard front desk functions such as patient check in, registration, insurance verification, appointment scheduling, referral processing, payment collection and other patient services.
• Directly supervise clinical support and non-physician provider staff to maximize the efficiency of patient care.
• Coordinate staff orientation and training including cross training to ensure staff availability and coverage.
• Ensure a positive customer service atmosphere (internal and external customers) through ongoing training, development and monitoring of staff.
• Investigate/resolve patient, physician and staff complaints involving any staff in the clinical area; this includes, but is not limited to, front desk, referral coordinators, billing, medical records, medical assistants and nursing.
• Monitor and analyze order entry module of the electronic health record where front desk requests are concerned.
• Hold staff meetings on a regular basis to share updates and address concerns.
• Continually assess and implement work-flow efficiencies.
• Participate in all QI improvement activities and/or meetings.
• Works in concert with Chief Administrator for all activities related to the Division’s and/or Program’s billing processes, including front desk processes, authorizations and charge entry.
• Ensure providers complete submission of charges in a timely manner.
• Perform other duties as required to effectively meet the needs of the practice.

FINANCIAL RESPONSIBILITY:

• Review and analyze the revenues, expenses, and collection trends for all clinical and divisional operations in conjunction with Program Managers.
• Manage staff schedules to avoid overtime and limit use of costly agency services.
• Investigate and resolve variances to budget and prepare adjustments as needed (T&E’s, AP).
• Responsible for clinical division procurement activity and OneSource procurement system use.
• Order all office and clinical supplies while following budgetary policies and the procedures set forth by Materials Management.
• Timely review, approval and submission of all invoices in coordination with AP and vendors.
• Actively monitor clinical productivity.
• Track weekly/monthly statistics and prepare reports for the leadership.

Qualifications

Master's degree in business or healthcare management required or, bachelor’s degree and experience in group practice management equivalent to a master's degree is required. Operations experience in an academic practice plan or large multi-specialty group practice and prior experience with an HIV/AIDS clinic or service organization is preferred.

Location

US-VA-Norfolk