Sr Practice Manager

City of Rochester · Strong Memorial Hospital · $29.62–$39.99/hr (stated in the posting)

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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.

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ESSENTIAL FUNCTIONS
Operations Management:

• Runs reports and monitors clinical and operational data, to include scheduling and appointments, utilization, visit volumes and no-show rates. Identifies areas of improvement to enhance levels of service, patient satisfaction and practice productivity. 
• Establishes and maintains an efficient and responsive patient flow system.
• Ensures proper patient registration, check in and out, and scheduling workflows are followed including warm transfers to centralized teams or internal clinical teams.
• Prepares weekly schedule for staff ensuring proper staffing to support daily office operations including directly monitoring workflow to ensure accuracy and maximum efficiency.
• Support and uphold policies, procedures, objectives, quality improvement, safety, environmental and infection control, and codes and requirements of accreditation and financial performance.
• Manages front end staff. Develops guidelines for prioritizing and assigning work activities, evaluating the effectiveness, and modifying process as necessary. Establishes performance improvement goals, remaining in alignment with the goals and objectives of the department, team and individual.
• Works collaboratively with providers and scheduler builder on provider templates in alignment with department expectations. Monitors schedules for accuracy and utilization. Notifies schedule builder of discrepancies.
• Will participate in cross-functional teams in the department that assess quality improvement and /or process efficiency/workflow projects.
• Partners with clinic leadership to ensure daily operations run smoothly, addresses patient access and staffing concerns, proposes and implements resolutions.
  

Service Orientation and Patient Experience:

• Serve as the point person for patient advocacy managing patient complaints for all assigned site locations.
• Access and interpret Press Ganey patient satisfaction survey data and regularly share results with providers and staff.
• Serve as patient relations advocate by demonstrating skills in resolving difficult patient complaints and concerns. 
• Define expectations for patient satisfaction and live the brand for UR medicine.

Human Resources:

• Responsible for recruiting, hiring, orientation, training, development and evaluation, and management of staff.
• Ensure initial new employee and annual staff mandatories are completed and tracked for compliance.
• Conduct timely and thorough employee end-of-probation and annual performance appraisals. Oversee performance management and corrective discipline processes as needed.
• Serve as timekeeper for staff, review, manage and approve timecards in accordance with university policy. 
• Monitor employee engagement and serve as an employee engagement champion to promote and foster a positive work environment at the home office and in other offices as assigned.

Financial Operations:

• Monitor charge reconciliation process, including the production of weekly reports for senior leadership.
• Reviews monthly billing/coding trends report to develop and implement practice workflows to decrease coding errors.
• Provides critical input for annual and capital budgets, including required justifications and effectively managing within budgeted parameters. 
• Develop cost reduction and expense management initiatives in collaboration with Director.  Hold staff accountable for target achievement.
• Maintain provider schedules to ensure adequate visit volumes for patient access and financial performance.
• Oversee supply and IT equipment inventory; maintaining inventory logs and requesting orders as needed.
• Develop workflows and strategies that support year-over-year improvement in revenue-generating programs based on quality initiatives to improve population health metrics, specifically focused on the pay-for-performance programs (i.e. Vatica, United Health Care Gap Closure, ACQA, etc.).

Quality and Compliance:

• Responsible for maintaining high levels of quality service, environment, and compliance with local, state, and federal regulations 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 standards, HIPAA, OSHA, and JCAHO policies.
• Develop and train / practice emergency and disaster planning protocols.
• Understands and enforces patient rights and organizational ethics philosophies.

Administration:

• Attend regular meetings per division requirements, to include ambulatory administration meetings, operational meetings, ad hoc meetings.
• Act as liaison with facilities and environmental services to manage and address issues with property/facility and with Information Technology representatives on equipment and technology issues.
• May serve as eRecord superuser.

Other duties as assigned

MINIMUM EDUCATION & EXPERIENCE

• 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
• Bachelor's degree preferred
• Or equivalent combination of education and experience

KNOWLEDGE, SKILLS AND ABILITIES

• Electronic Medical Record (EMR) skills with expert proficiency in all aspects, including Master Scheduling and Billing knowledge required
• Advanced knowledge of medical practices, terminology, and reimbursement policies required
• Intermediate Microsoft Outlook email skills (open new, to, cc, send) required
• Intermediate electronic filing skills (name a file, save file, save as) required
• Advanced typing skills required
• Advanced proficiency with Microsoft Word and Excel required
• Travel to office sites required

LICENSES AND CERTIFICATIONS

• Notary License within 1 year preferred

The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture to advance the University’s Mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion, creed, sex, sexual orientation, citizenship status, or any other characteristic protected by federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.

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