Practice Manager III

Are you looking to make a difference by improving the health of our patients?  Here you will find an innovative culture that is patient-focused and dedicated to making a difference.  We are committed to helping the population we serve, and our communities, achieve optimum health and enjoy the best quality of life possible. 

The Practice Manager III will direct and oversee operations, ensure excellent provider and staff relations, manage to metrics and best practices, optimize revenue, manage expenses, develop and execute annual operating plan goals. The Practice Manager is also responsible for service expansion and program development and growth, quality improvement, enforcing compliance standards, and developing systems to maximize patient access and satisfaction, and staff and provider efficiency in the assigned practice(s). The manager will be responsible for performance improvement, staff selection, scheduling, and staff development activities. The manager will participate in multidisciplinary teams to plan, implement, and facilitate programs in the delivery of subspecialty care throughout the Bassett Regional system, with affiliated institutions, and with non-Bassett referring providers. The manager has a variety of department wide high-level responsibilities, including budget preparation, financial analysis, performance improvement, staff supervision and serving as the primary back up in the absence in their Supervisor. The Manager will have direct responsibility and oversight of the employees in their cost centers/divisions.

•  In collaboration with the Administrative or Senior Director, develops and accomplishes objectives, strategies and tactics for the practices with special emphasis on Annual Operating Plan Objectives
• Manages staffing plan and clinic operations at the practices, partnering with the Nurse Manager
• Identifies teams/committees necessary to achieve performance targets including quality, safety, and efficiency
• Monitors operating performance standards for the clinic operations to ensure effective day-to-day operation
• Maintains current knowledge of trends in physician and clinic practice operations through reading and ongoing educational opportunities – makes recommendations for operational improvements accordingly
• Where appropriate, institutes corrective actions, including reallocating resources, reprioritizes and/or recommends modifications to established plans
• In collaboration with the Director, develops and maintains a staffing and divisional structure, operating procedures to meet demands for services
• Establishes and/or staffs appropriate intra and interdepartmental committees related to accomplishments of the Annual Operating Plan
• Collaborates with leadership of the Department to ensure that there is a unified, collective and collaborative effort to achieve the goals as set by the Department and BMG leadership
• Establishes timely and effective communications with staff to keep them aware of important corporate, divisional and departmental information and to receive information and insights from them across all practice locations in an effort to engage staff and support a sense of “belonging” in the network and with the organization
• Communicates in a timely manner, as needed, regarding all issues relevant for Director’s input, decision, knowledge
• Works collaboratively with other department and organizational leaders to coordinate services, integrate operations to the highest level possible and ensure seamless delivery of care and services to patients
• Establishes positive working relationships with all levels of management, physicians and staff
• Supports and encourages creative, innovative interaction among staff, allowing individuals to reach highest levels of independence and empowerment in daily work responsibilities
• Provides investigation and follow-up to all patient concerns for designated areas, responds personally to patient regarding resolution
• Attends meetings and serves on committees, as requested
• Accepts responsibility for all aspects of leadership without blame, complaining or procrastination
• Manages all day-to-day operations of assigned practice locations, cost centers, including staff schedules, daily workflow, access, coordination of services
• Oversees all central clerical support and services at the assigned practices, ensuring optimal performance to support clinic operations
• Identifies systems, care and service delivery problems, which interfere with patient, staff and customer satisfaction, and recommends action to Director and implements approved changes
• Collaborates with the Senior Director, Clinical Departments and Medical Director to address provider behavior issues
• Evaluates and maintains performance improvement standards and measures in agreement with departmental objectives and goals
• Ensures compliance with all regulatory agency requirements (e.g. The Joint Commission, DOH)
• Leads the accreditation and certification processes for the Department for MBSAQIP, UHMS, DOH, JC and other regulatory bodies, developing action plans, work plans, performing gap assessments and identifying solutions in partnership with the clinical and administrative leaders, staff and clinicians. All activities are reported to the Senior Director and issues as escalated as necessary when interventions are required or risks identified
• Develops readiness action plans for the practice locations that offer opportunities for the practices to implement standardized protocols and operating procedures, share best practices and collaborate on readiness initiatives
• Oversees Continuous Quality Improvement initiatives for designated areas and assures compliance with all regulatory requirements
• Proactively identifies potential and actual risks to safety, identifies the underlying causes and makes necessary improvements so risk is reduced
• Takes all necessary action to ensure highest levels of patient satisfaction utilizing resources such as Press Ganey, PRS feedback, Qualitick to understand and assess levels of patient satisfaction. Strives for top decile scores in the clinic ops components of the survey and partners with Department leadership for overall top decile performance in all areas
• Creates action plans with defined goals and measure to track patient satisfaction and report progress to the Senior Director monthly
• Supports the work of the Relationship Based Care practice councils and adopts the principles and philosophies of the relationship-based care model
• Reviews and reports on Press Ganey and CG CAHPS for clinics with stretch goals of achieving top decile scores. Shares information and action planning items with staff on a routine basis
• Clinic and cost center assignments
• Budget responsibility
• Program responsibility
• Budget responsibility $10m
• Responsibility for multiple professional cost centers, divisions and/or sites; Directly responsible for a multispecialty facility that supports more than one BMG department
• Minimum of 1.0 FTE direct report Practice Manager I
• or multiple supervisor direct reports
• FTE responsibility is 25.0 FTE
• Practitioner responsibility is 10.0 FTE

Education:

• High School or GED with an additional 2 years of below experience, preferred
• 2 Year/Associate Degree in business or healthcare field or 2 years of college course work, required
• 4 Year Bachelor's Degree in business or healthcare field may be substituted for 2 years of below experience, required
• Master's Degree in business or healthcare field may be substituted for 2 years experience, preferred
• Experience may be considered in lieu of education

Experience:

• Minimum 3 years experience as a Practice Manager or another equivalent role in a healthcare setting, required

Licensure/Certifications:

• Valid, NYS Driver's License, required
• MGMA, CMPE, FACHE Certifications, preferred

Skills:

• Accountability
• Accounting
• Attention to Detail
• Auditing
• Interacting with People
• Build Relationships
• Conflict Resolution
• Time Management
• Team Building
• Leadership

Physical Requirements:

• Sedentary Work - Exerting up to 10 lbs of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time. Jobs are sedentary if walking or standing are required only occasionally, and all other sedentary criteria are met
• Occasional walking
• Constant typing/clerical/dexterity, hearing, seeing/monitor/computer use, talking

Hazards:

• Occasional bodily fluids/bloodborne exposure

Travel:

• Occasional Travel - The job may require travel from time- to-time, but not on a regular basis

Bassett Healthcare Network’s commitment to our employees includes benefit programs carefully designed with the needs and values of all our employees in mind. Many of the benefits we offer are paid fully or in large part by Bassett. Our generous benefits offerings include:  

• Paid time off, including company holidays, vacation, and sick time
• Medical, dental and vision insurance
• Life insurance and disability protection
• Retirement benefits including an employer match 
• And more!

Specific benefit offerings may vary by location and/or position.