JHHS - Outpatient Center - ULP - AMG
225 Abraham Flexner Way
Louisville, KY 40202

First Shift (United States of America)
The Practice Manager is responsible for managing the daily operations of the physician practice; overall
responsible for the routine business and clinical functions through administrative and clinical staff
including front desk, medical records, nursing and ancillary services to ensure maximum utilization of
resources and the efficient delivery of services; ensure office is appropriately staffed to meet the needs
of the patients and physicians; develops and oversees implementation and administration of internal
practice and policies and procedures.
This may also be specialty or multi-specialty environment.
Essential Functions:
- Meets the business and financial goals as well as the goals for patient satisfaction and employee satisfaction.
- Provides supervision to staff while the clinic is in operation.
- Prepare, recommend, and monitor clinic budget, goals, and objectives taking into consideration input from clinic staff.
- Effectively lead and develop a team of employees including hiring, training and development,
salary recommendations, etc.
- Manages provider and schedule utilization. Monitors non-booked regular, overbooked, and unavailable time. Monitors average wait time before rooming as well as daily attendance of
appointments.
- Monitors front desk quality workflow by checking workflow without warning rate, encounter
verification rate, MSPQ completion rate and front-end collections.
- Monitors front desk productivity by checking contacts resolved on Patient WQ, Referrals authorized, and referrals released from WQ.
- Manages referrals by monitoring authorized by DOS, loop closed, loop outgoing, days to triage, days to schedule, and days until first appointment.
- Manages the welcome check in rate from office kiosk.
- Monitors average sign in/check in and registration time.
- Participate in the planning and development of policies and procedures, as well as clinic-specific procedures and programs.
- Monitor payroll system to control time management.
- Ensure and maintain environment to comply with regulatory, licensure, compliance, and accreditation requirements.
- Act as the liaison between the practice and Central Billing Office.
- Assist Director with implementation and development of long-range plans.
- Establishes work procedures and standards to improve efficiency and effectiveness of the practice.
- Develops guidelines for prioritizing work activities and modifying activities as necessary to ensure appropriate staffing levels are maintained.
- Shows concern for our patients, physicians, and team members by listening, empathizing and responding promptly.
- Responsible for employee performance management by completing performance appraisals and setting individual goals as outlined in policies and procedures.
- Monitors and documents performance of team members.
- Rewards and disciplines team members as needed; resolves team member issues.
- Counsels, disciplines and/or recommends termination of employees as required.
- Assists in the management of FTE’s and operational expenses to ensure sound fiscal operations of the practice.
Other Functions:
- Monitors purchases for practice; plans a corrective strategy when order levels are excessive in volume or cost and communicates strategy with administration
- Analyzes financial and practice activity reports.
- Manage Call Center environment (if applicable) and establish departmental metrics.
- Maintain Provider schedule for clinical practice.
- Develops and oversees implementation and administration of internal practice policies and procedures in conjunction with U of L Physician standard policies and procedures. Interprets
applicable laws, rules and regulations and ensures the practice is in compliance.
- Develops and maintains effective communications between all levels of personnel.
- Maintain patient confidentiality and complies with HIPPA policies and procedures.
- Conducts staff meetings regularly.
- Maintains compliance with all company policies, procedures and standards of conduct.
- Complies with HIPAA privacy and security requirements to always maintain confidentiality
- Performs other duties as assigned
Job Requirements (Scope, Experience, Licensure, Certification)
Scope of Job
Three of the four below need to be met.
- Span of control: Number of employees directly or indirectly (not including dotted line)
supervised by the Practice Manager. Eight to nineteen employees. (8-19)
- Number of clinical sites: Number of Clinical Sites housed in a different location, including
outreach if within PM's span of control. Two to three locations/sites. (2-3)
- Number of providers: Total number of Faculty, APPs, Fellows, and other templated
providers working in the clinic. Four to eight providers. (4-8)
- Net Revenue: Two to four million. (2-4 million)
Education
Required Education: Associate degree in Business Administration or related field with an emphasis in
Healthcare Administration preferred. Clinical certificate/license (CCMA, LPN, RN….)
Preferred Education: Bachelor’s degree in Business Administration or related field with an emphasis in
Healthcare Administration preferred.
- Appropriate experience may be substituted for educational requirements.
Experience
Required Experience for Position: One year of work and supervisory experience in practice
management
Preferred Experience for Position: 3 – 5 years practice management or practice administrator
experience
- Effective working knowledge of healthcare financial management, specifically medical practice
accounting, third party reimbursement issues, patient flow and facilities management
Job Competency:
Knowledge, Skills, and Abilities critical to this role
Language Ability- Example: Must be able to communicate effectively in both verbal and written formats.
Reasoning Ability-
- Ability to read, analyze and interpret general business periodicals, professional journals,
technical procedures, or governmental regulations.
- Ability to write reports, business
correspondence, and procedure manuals.
- Ability to effectively present information and respond to common inquiries or complaints from groups of managers, clients, customers, and the general
public.
- Knowledge of organizational policies, procedures, systems, and objectives.
- Knowledge of fiscal management techniques.
- Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.
- Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
- Knowledge of governmental regulations and compliance requirements.
- Ability to plan, organize and supervise.
- Ability to exercise initiative, sound judgment and problem-solving techniques in that decision-making process.
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
- Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
- Ability to develop and maintain effective relationships with medical and administrative staff, patients, and the public.
- Ability to communicate clearly.
- Knowledge of health care administration systems.
Computer Skills
- Allscripts/EPIC, centricity business
- Ability to use various computer systems and applications. Must be proficient with the Microsoft Office Suite, Internet navigation, database management, desktop publishing, spreadsheet, and graphic presentation packages.
Additional Responsibilities
- Demonstrates a commitment to service, organization values and professionalism through appropriate conduct and demeanor at all times
- Maintains confidentiality and protects sensitive data at all times
- Adheres to organizational and department specific safety standards and guidelines
- Works collaboratively and supports efforts of team members
- Demonstrates exceptional customer service and interacts effectively with physicians, patients, residents, visitors, staff and the broader health care community
