Practice Manager

Job Summary:

This position reports directly to the Chief Operating Officer, and will be responsible for the day-to-day operations of the practice and manage all aspects of the patient experience for the Danbury area offices. The Practice Manager is responsible for overall customer service excellence and practice appearance at all office locations.

Department Duties/Responsibilities:

Management Functions:

• Oversees daily office operations; identifies and resolves operational problems.
• Ensures that all staff members communicate and interact with patients in a courteous, respectful, and businesslike manner
• Lead the Front Desk/Registration and Medical Assistant staff assuring proper levels of coverage for efficient patient flow in conjunction with Secretary Supervisor
• Assists in hiring and training assigned staff
• Participates in professional development efforts to ensure currency in health care practices and trends
• Maintain and adjust staff schedules to compliment practice provider schedules.
• Processes time worked/attendance into payroll for Front and MA staff.
• Manages and coordinates Front and MA vacation and personal time off to ensure minimum disruption of practice operations
• Maintains effective, positive customer service relationships by responding to customer needs, resolving conflicts, and educating employees on customer service.
• Promotes teamwork within the practice through timely and collaborative communication with medical staff
• Actively seeks opportunities to model teamwork through collaboration both within and outside the work group in support of the organization's objectives
• Conducts monthly staff meetings to discuss issues, concerns, improvement initiatives, and promote teamwork
• Ensure that all work areas are organized and that all areas (especially patient care area) are cleaned and maintained
• Holds staff accountable for customer service standards; intercedes and takes appropriate action when incidents occur
• Ensures adequate coverage in all areas to support the clinical and administrative needs of the practice in all offices
• Works with direct reports to develop goals and objectives while providing support to staff in day to day activities.
• Ensures employees are treated in a fair and equitable manner in conjunction with HR
• Ability to delegate in an appropriate fashion
• Develops staff through coaching, mentoring, rewarding, training, and guiding in conjunction with HR.
• Empowers employees and recognizes and rewards their contributions.
• Manages employee issues and resolves grievances in conjunction with HR.
• Interviews, hires, and orients direct reports utilizing all support tools provided by HR.
• Completes performance evaluations for direct reports on a timely basis per schedule established by HR.
• Assists all staff in the interpretation of policies and procedures.
• Assesses current and future staffing needs based on organizational goals in conjunction with HR.
• Supports and implements organizational process and technology changes.
• Ensures quality of work performed by direct reports in area(s) of responsibility.
• Commits to a focus on continuous improvement of workflow processes and procedures.
• Performs other related duties and responsibilities as directed by the COO
• Hold employees accountable for their job responsibilities and adherence to company policies and procedures.
• Oversees the general facilities of the Danbury area offices, relaying significant issues to the COO

Administrative Duties:

• Maintains an orderly and efficient office routine.
• Administers established guidelines for prioritizing work activities, evaluating effectiveness, and modifying activities as necessary.
• Maintains accurate records and files pertaining to staff schedules
• Oversee the maintenance of adequate inventories of all medical and office supplies.
• Reviews and approves all direct reports time cards and PTO schedules.
• Maintains daily/weekly schedules and approves all provider schedule changes

Patient Flow:

• Establish work flow with the practice management and EMR systems to ensure efficiency
• Access and propose improvements to the patient experience
• Oversee administrative and clinical staff allocation
• Establish/maintain quality efficiency in all functional areas
• Address physician input/complaints with the COO and/or CEO
• Handle/triage patient complaints and incidents and escalate to COO/Physician President as necessary

• Oversees the daytime urgent care process adhering to patient/MD scheduling protocols
• Assuring proper registration and medical assistant coverage for daytime hours
• Monitor and assign staff support coverage for evening/weekend urgent care on a monthly basis

Physical Requirements:

The physical demands described here are representative of those an individual must meet to successfully perform the essential functions of this job.

Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

• Ability to work in a fast-paced office environment
• Strong sensory skills, such as visual acuity, good hearing, and dexterity
• Ability to stand and sit for periods of time and to move constantly throughout the workday
• Strong speaking and listening skills
• Ability to perform focused work with close attention to detail
• Ability to operate office equipment, including computers, copiers, fax machines, and phones
• Ability to interact with others, both in person and through phone, e-mail, and written correspondence
• This position is classified as having occupational exposure to blood and other infectious materials
• Ability to push, pull, lift, move, and/or carry up to 15 lbs

Education and Experience:

• Bachelor’s Degree or equivalent experience
• Must have thorough working knowledge of all aspects of the practice management systems
• Candidate must have at least 3+ years’ experience working in a high volume medical office with many physicians
• High degree of composure and interpersonal skills
• Organized, accountable, self-motivated, and attentive to detail
• Excellent written, verbal, interpersonal and communication skills
• Ability to work under pressure and accurately prioritize problems & initiatives
• Professional, positive attitude, vision and understanding of customer service principles
• Basic working knowledge of Microsoft Office Suite (Word, Excel, PowerPoint)
• Critical thinking, analytical and problem-solving skills as it relates to office management
• Previous experience in medical office setting preferred
• Knowledge of medical terminology

Job Type: Full-time

Pay: $70,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Healthcare setting:

• Medical office

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Relocate:

• Danbury, CT: Relocate before starting work (Required)

Work Location: In person