Job Summary:

The Practice Manager is responsible for the day-to-day management of administrative and clinical support functions for one or more medical practice locations or assigned specialties. The Practice Manager builds and maintains effective working relationships with providers and leaders throughout the system. The Practice Manager will embrace and support a vision to provide innovative patient and family-centered care within practices that emphasize quality, service, and access. The Practice Manager is charged with motivating and leading staff to carry this vision forward.

Duties and Responsibilities:

Upholds the mission, vision, and values of CNE. Responds timely to provider needs, escalates issues as appropriate, and participates in the development of action plans aimed at improving patient and staff engagement.

Manages administrative and clinical support activities to ensure the effective and efficient operations of assigned practices. Partners with nursing leadership when nursing leadership manages, directly or indirectly, nursing and/or medical assistant activities.

Monitors operational metrics including, but not, visit volumes, RVUs, schedule utilization, next available appointment, no-show rate, cancel/reschedule rate, and charge lag. Identifies barriers to achieving target and collaborates with Practice Administrator, physicians, and staff to develop and implement solutions for reaching designated targets.

Oversees front-end revenue cycle processes and ensures that procedures are followed related to collecting accurate patient demographic information, verifying insurance coverage, obtaining medical necessity documentation and prior authorizations. Accountable for ensuring timely charge entry and management of billing work queues within the office. Proactively delegates work and implements process changes to prevent errors and denials from occurring. Ensures compliance with regulatory policies and procedures.

Conducts timely and accurate cash management duties, including overseeing the collection of patient financial responsibilities, cash reconciliation, and bank deposits, in order to influence profitability.

Schedules staff and allocates resources across hours of operation to maximize patient access, provider productivity and efficiency, staff productivity, and operational efficiencies.

When applicable, works with practice coordinator(s) to ensures daily activities are carried out timely including but not limited to managing complex provider schedules to ensure coverage across various sites and services, managing supplies through inventory control and purchasing, and payroll processing and management.

Collaborates with Practice Administrator, Executive Director and other leaders to apply knowledge of physician practice management, budget management, reimbursement processes, and strategic planning and implementation to ensure the department practice standards and needs are met.

Promotes positive inter-departmental and inter-organizational relationships for the purpose of improving patient care and supporting the practice.

Collaborates with senior leadership to manage multiple complex and concurrent projects and solve complex problems associated with a large-scale practice.

Responsible for the provider onboarding experience collaborates with CNE and CNEMG leaders to successfully onboard and orient new providers.

Collaborates with CNE, CNEMG, and nursing leadership to ensure regulatory and accreditation readiness. Participates in readiness rounds as needed. Ensures practice and staff comply with HIPAA and other regulatory and accreditation regulations, including the Joint Commission.

Supervises office staff, distributes and reviews their work, and completes their initial and annual evaluations. Addresses performance issues and initiates disciplinary action when necessary in collaboration with Human Resources. Responsible for interviewing and orienting new employees and providing ongoing training as necessary.

Holds daily huddles with staff and providers. Conducts monthly staff meetings to address organization and practice initiatives. Meets one-on-one with each staff member monthly.

Addresses and resolves customer/patient concerns and complaints. Monitors patient satisfaction data using Press Ganey and other surveying tools.

Reports and responds to all safety and quality issues using Care New England’s event reporting system.

Supports the practice by filling in for staff during periods of staff shortages due to open positions, vacations, illness, or leave of absence.

Assigned location or specialty may include up to ten clinicians plus support staff. If no ambulatory practice, may manage up to thirty clinician FTEs in hospital-based program.

Performs all other related duties as required.

Requirements:

High School or GED required; Associate or Bachelor's degree preferred.

A minimum of three (3) years of working in health care and/or medical practice plus a minimum of three (3) years of direct or indirect supervisory experience is required.

Care New England Health System (CNE) and its member institutions—Butler Hospital, Women & Infants Hospital, Kent Hospital, VNA of Care New England, Integra, The Providence Center, and Care New England Medical Group, and our Wellness Center—are trusted organizations fueling the latest advances in medical research, attracting the nation’s top specialty-trained doctors, and honing renowned services and innovative programs to engage in the important discussions people need to have about their health.

Americans with Disability Act Statement: External and internal applicants, as well as position incumbents who become disabled must be able to perform the essential job-specific functions either unaided or with the assistance of a reasonable accommodation, to be determined by the organization on a case-by-case basis.

EEOC Statement: Care New England is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status

Ethics Statement: Employee conducts himself/herself consistent with the ethical standards of the organization including, but not limited to hospital policy, mission, vision, and values.