Practice Manager
Job Summary
Under the general supervision of the Director, the Administrative Director (AD) will oversee clinic operations and will have primary responsibility for the supervision of administrative staff at UCSF’s Bayfront primary & specialty care outpatient clinics. The AD will also have shared oversight of patient support staff at both sites (i.e. medical assistants, LVNs, etc.) in coordination with the Administrative Nurse Manager.
The AD will be responsible for supervising the operational, human resource, administrative and business functions of the Bayfront primary & specialty care outpatient clinics. These functions include, but are not limited to, practice revenue management, billing systems and procedures, facilities and safety procedures, registration, new patient coordination, scheduling, medical records storage and maintenance, and insurance authorizations. They must have the ability to perform and prioritize multiple tasks and work well with staff, patients and providers. A high degree of independence, initiative, assertiveness, and diplomacy are necessary in dealing with faculty, staff and patients in a complex environment. The AD will work on a regular basis with leadership in the 13 different departments -Allergy, Audiology, Cardiology, Dermatology, Endocrinology, GI/Hepatology, Neurosurgery, OHNS, Primary Care, Pulmonology, Rheumatolgy, Urology, and Vascular Surgery.
The AD will actively be involved in all aspects of facility management, day-to-day operations, implementation of a revised practice model, and development and implementation of a revised staffing plan based on staffing/schedule changes.
This individual will also play a key role in program expansion as additional services are added. The AD will work closely with the Administrative Director, Administrative Nurse Manager and Medical Directors in support of departmental goals. Approximately 6 staff will report directly to the PM.
% of time | Essential Function (Yes/No) |
Key Responsibilities (To be completed by Supervisor) |
10% | Yes | Implements and monitors the financial process for a comprehensive view of current and forecasted clinic performance, to include revenues, costs, industry trends, and reimbursements. |
20% | Yes | Manages the clinical and operational functions and staff. Recommends allocation of staff, space, equipment, and other resources to optimize the delivery of clinical services. Implements quality improvement systems. Ensures compliance with internal policies and external regulations. |
5% | Yes | Researches and prepares proposals for facilities expansion, satellite development, construction, space planning, capital equipment requests, and staffing needs. |
10% | Yes | Responsible for employee recruitment, performance evaluation, progressive discipline, and staff development. Works collaboratively with Labor Relations on bargaining unit issues and contract negotiations at the local level. |
5% | Yes | Research, develop, and recommend internal policies and procedures for identifying, eliminating or mitigating risk management issues within the practice(s). |
20% | Yes | Promotes a workplace culture with a focus on meeting or exceeding patient service standards. Develops an environment that encourages creativity, efficiency, engagement, quality of care, safety, and innovations in operations. |
10% | Yes | Implements processes and metrics to assure viability of existing programs, practice patient staffing patterns, and optimize productivity. Recommends operational performance improvements that impact marketability and service. |
10% | Yes | Resolves escalated issues and serves as a resource in areas under supervision. Participates in developing quality improvement programs and ensures effective implementation and monitoring. Evaluates and ensures resolution to incident reports across a broad range of issues, such as privacy, safety, or customer service. |
5% | Yes | Assures internal policies and external regulations are followed in regards to billing and coding practices and cash handling. |
5% | Yes | Functions as a resource and role model for staff in handling patient issues and concerns. Coaches and empowers staff to respond to patient issues according to established customer service guidelines and standards. Evaluates patterns in regards to customer service and develops, proposes and implements policies and procedures for improvement. |
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100% | (To update total %, enter the amount of time in whole numbers (without the % symbol - e.g., 15, 20) then highlight the total sum (e.g., 1%) at the bottom of the column and press F9. The total sum should add up to 100%.) |
Required Qualifications
- 3-5 years overall experience in related field.
- Clinic / center management experience, with progressive expertise in practice management, scheduling, customer-service methods, incident reporting, regulatory compliance, accreditation requirements, and information technology.
- Proven ability to organize, manage multiple priorities, and delegate work functions efficiently.
- Demonstrated managerial skills and human resources management knowledge, including staff deployment, resource utilization, budgeting and financial management, quality improvement, and program planning and implementation.
- Strong written, verbal, and interpersonal communications skills to convey complex information, instructions, and guidelines in a clear, concise, and specific manner, and to influence and persuade all levels of staff.
- Knowledge of relevant healthcare and clinic operations information technology, including billing systems and patient care workflows and processes.
- Demonstrated knowledge of relevant regulatory requirements, as well as related legislative, accreditation, licensing, and compliance environments.
- Strong analytical and critical thinking skills, with the ability to quickly analyze problems, determine appropriate level of intervention, and develop and apply effective solutions.
- Strong knowledge of human resources management policies, with the ability to train, monitor, evaluate, and document human resources issues and performance, and to participate in decision-making on human resources matters.
- Excellent analytical and problem-solving skills
Preferred Qualifications
- Bachelor's degree in related area and / or equivalent combination of experience / training.
- Project Management and/or application system implementation experience.
- Previous experience in medical office registration, scheduling and billing
- Knowlegde/experience with EPIC software utilization