Sr Practice Manager

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

• Supervises the overall operation of a single large practice, smaller multi-site locations or a multi-specialty medical building. Implements procedures for enhancing levels of service and quality and enforces medical office policies and procedures. Develops guidelines for prioritizing and assigning work activities, evaluating the effectiveness, and modifying process as necessary. Establishes and maintains an efficient and responsive patient flow system. Schedules and facilitates regular office meetings with providers and office staff. Ensures proper registration and insurance pre-verification management processes are followed, including warm transfers to centralized functions. Prepares weekly schedule for staff, ensuring proper staffing to support daily office operations, including directly monitoring workflow to ensure accuracy and maximum efficiency. Supports and upholds policies, procedures, objectives, quality improvement, safety, environmental and infection control, and codes and requirements of accreditation and financial performance. Oversees maintenance of patient records, including storage and transfer. Establishes performance improvement goals for the office, remaining in alignment with the goals and objectives of the department. Works collaboratively with providers to build templates in alignment with department expectations and manage ongoing schedule changes. Assists with practice acquisitions and new build facility/operations set-up. Participates in cross-functional teams in the department that assess quality improvement and/or process efficiency/workflow projects.
• Monitors charge reconciliation process, including the production of weekly reports for all assigned site locations. Reviews monthly coding trends report to develop and implement practice workflows to decrease coding errors. Develops annual and capital budgets, including required justifications and effectively managing within budgeted parameters. Responsible for control and accuracy of petty cash, cash reconciliation and balancing of daily deposits. Develops cost reduction and expense management initiatives in collaboration with site medical director. Holds staff accountable for target achievement. Processes pharmaceutical, supply and other types of orders timely and accurately from approved vendor lists. Maintains provider schedules to ensure adequate visit volumes for patient access and financial performance. Oversees the bi-annual inventory process. Develops 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. Engages practice performance in clinical quality initiatives by maximizing the number of patients seen for risk-adjustable visit types on a yearly basis and supporting data analytic work and patient outreach.
• Responsible for recruiting, hiring, orientation, training, development and evaluation, and management of staff. Manages clinical staff in collaboration with the site medical director and or nurse manager. Ensures initial new employee and annual staff mandatories are completed and tracked for compliance. Conducts timely and thorough employee performance appraisals. Performs weekly input and review of payroll in electronic payroll systems. Monitors 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. Oversees performance management and corrective discipline processes as needed. Mentors and directly supervises front office supervisors, if at a multi-site location. Trains and mentors new practice managers.
• Serves as the point person for patient advocacy, managing patient complaints for all assigned site locations. Serves as patient relations advocate by demonstrating skills in resolving difficult patient complaints and concerns. Pilots new workflows and technologies that increase digital access. Accesses and interprets patient satisfaction survey data and regularly shares results with providers and staff. Escalates patient access issues to the URMC physician liaison. Defines expectations for patient satisfaction and lives the brand for UR medicine.
• Responsible for maintaining high levels of quality service, environment, and compliance with local, state, and federal regulations and standards. Oversees completion and submission of quality reports. In collaboration with practice providers(s), oversees clinical compliance for quality assurance, documentation, and reporting. Ensures compliance with standards, HIPAA, OSHA, and JCAHO policies. Develops and trains/practices emergency and disaster planning protocols. Understands and enforces patient rights and organizational ethics philosophies.
• Attends monthly meetings per department requirements. Acts as a liaison with property managers to manage and address issues with property/facility. Administers CME benefits and provides monthly reports to providers. May serve as eRecord superuser. May participate on ambulatory committees to review best practices.

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

EOE Minorities / Females / Protected Veterans / Disabled:

The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion 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 status protected by law.  This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.