Practice Manager

Job Summary

Under the general supervision of the Assistant Director, the Practice Manager will work independently and have primary responsibility for the supervision of administrative/clerical, support and clinical staff of the Department of Orthopedics at the Orthopaedic Institute and liaison to admitting/registration, radiology, clinical revenue/billing and other Health System departments. The Practice Manager will have responsibility for the Operations of the clinic of the Orthopaedic Institute. The Practice Manager will be responsible for supervising the operational, human resource, regulatory quality, administrative and business functions of the Orthopaedic clinics and the stated responsibilities at the Orthopaedic Institute. The Practice Manager 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, customer service and diplomacy are necessary in dealing with faculty, staff and patients in a complex environment.

This position must perform at a level with a high degree of independence and ability for positive problem resolution. The incumbent must demonstrate a proactive approach to identifying issues and must have exemplary follow-up to prompt resolution of identified issues and risks.

Required Qualifications

• This position requires flexibility to orient and work at all UCSF Medical Center locations.
• BA/BS in related field or equivalent education and experience.
• 3 - 5 years overall experience in related field with 1 -2 years of management responsibilities.
• Excellent verbal and demonstrated written communication skills.
• Proficiency in MS office products.
• Excellent analytical and problem-solving skills.
• Previous experience in medical office practice management.
• Exemplary communication and customer service skills

Required Certifications/Licencse

• BLS

%

of time

Essential Function (Yes/No)

Key Responsibilities

(To be completed by Supervisor)

16

Y

Daily Operations

• Maintains clinic schedule for all providers in multiple locations with the exception of Parn Spine and MB Peds Ortho.
• Responsible for actively working with providers to design and implement scheduling templates within the Apex system to effectively coordinate patient demand and provider schedules.
• Develops systems for improving the efficiency of the unit in collaboration with the Pod Chiefs and Director of the Orthopaedic Institute. This includes work flows that decrease wait times and over-time for staff.
• Develops and maintains systems to manage patients' medical records which are consistent with UCSF Medical Center HIMS policy and HIPAA requirements. Ensures that scanning is done be all admin staff (PC 1 and 2) in a timely manner and according to HIMS guidelines for scanning documents with Apex.
• Works closely with Call Center Supervisor to develop scripts. Monitors the performance of the Call Center and takes appropriate actions to ensure that customer service levels are met and that Call Center Performance meets bench marks relative to ACD Standards, WQ workflow, referral log times, etc.

15

Y

Staffing

• Ensures staffing is adequate to clinic needs. Schedules staff with staffing policies in mind (i.e. no more than one job classification away at a time per pod/staff grouping).
• Responds to staff requests in a timely manner but does not approve for >6 months in advance.
• Ensures that coverage for outages is done in a quality manner, i.e. staff covering are properly trained for cross coverage. AHP's have been oriented and have clinical competency to cover.
• Proactive in securing temporary staff and secures coverage in a timely manner.
• Submits ERF's (employee requisition forms), ARF's (account request forms) and MAF's (management action forms in a timely manner and correctly.
• Staffs within budget and within productivity standards of >95%.
• Completes all employee performance reviews in a timely manner.
• Ensures all staff are in compliance with the HR Umbrella Compliance - evaluations, Occupational Health and learning modules.
• Completes all staff on-boarding in a timely manner inclusive of ARF/IT request, registering for Apex classes, etc.
• Routinely reviews unplanned attendance and tardy reports. Provides counseling and progressive disciplinary action as necessary following any labor contracted processes.
• Completes bi-weekly timecard approvals in an accurate manner. Updates any adjustments to ensure accuracy of time keeping. Ensures that staff sign timecards prior to approval.
• Familiar with contractual agreements and follows the contract.

10

Y

Clinic Flow

• Identifies process improvement appointments and implements actions/strategies to improve clinic flow.
• Identifies work flow issues with the front desk/registration and helps to check in front desk staff to obtain floats/cross trained staff to assist to check in/out. Checks in with Radiology Supervisor and assists in problem solving any radiology work flow issues.
• Ensures that providers arrive to clinic in a timely manner.

5

Y

Quality Improvement

• Leads and is actively involved in the True North Board, LEAN training and Lean Principles.
• Coordinates Daily Huddles.
• Ensure staff consistently adhere to privacy practices and avoid breaches. Ensures staff are verifying PCP and location of practice, use two identifiers, check before emailing, emailing or faxing.
• Participates in all practice quality initiatives.
• Identifies trends of issues proactively and develops strategies/actions for improvement.
• Completes incident reports within 24hrs.

5

Y

Patient Relations

• Research, develop and recommend internal policies and procedures for identifying, eliminating or mitigating risk management issues within the practice(s).
• Interacts directly with Medical Center RM office in addressing risk management issues.
• Reviews Press Ganey Survey results on a monthly basis and develops action plans based upon reports. Reads monthly comments and notices trends and develops action plans. Shares feedback +/- with staff.
• Develops action plans for improvement. Shares feedback with staff.
• Strives to resolve patient concerns/issues at the local level prior to involving patient relations.

5

Y

Provider Relations

• Demonstrates conflict management skills, facilitates provider discussions.
• Interprets and disseminates regulatory requirements to providers.
• Analyzes audit findings and communicates results to providers.
• Recommend strategies for maintaining compliance (Med Ctr Standards, Title XXII, JCAHO, etc.) with providers.
• Communicates in a proactive manner with providers.

10

Y

Supervision

• Supervises 40 or more staff involved with administrative functions (registration, new patient coordination, scheduling, authorization, etc.) and/or clinic functions (medical assistants, hospital assistants, AHP's), Supervisor.
• Responsible for assuring thorough orientation and training of all staff. Responsible for maintaining thorough, accurate and current training materials and programs. Completes competencies for all new staff.
• Ensures that staff are performing assigned duties and returning patient emails and calls in <24hrs.
• Ensures that employees are in compliance with Medical Center standards and JCAHO/DHS regulatory requirements at all times.
• Ensures that all human resources standards are in compliance (timekeeping, start and end of shift, breaks, attendance, etc.).

5

Y

Performance Review, Counseling & Coaching

• Provides regular feedback on employee performance. Writes employee evaluations and establishes performance improvement plans with employees in a timely manner.
• Drafts counseling memos and pursues disciplinary action when needed.
• Evaluations are done in a timely manner.

5

Y

Recruitment/Hiring

• Prepares ERF for budgeted positions.
• Creates and revises job descriptions.
• Interviews candidates for hire in a timely manner. Uses high standards in hiring for excellence.
• Makes and/or approves hiring decisions utilizing a team approach.
• Prepares salary/offer for Director to review.

5

Y

Facilities Mgmt Safety & JCAHO Regulations

• Assures compliance with a broad range of regulatory requirements: medication management, fire and life safety, etc.
• Responsible for assuring practice performs well in safety rounds. Completes monthly online chart audits, SPD audits, INSPECT, etc.
• Establishes plans for improvement to rectify deficiencies immediately.
• Submits work orders in a timely manner to remedy any regulatory issues.
• Ensures annual Safe Patient Handling and Mock Code Blue are completed.

2.5

Y

Information Technology

• Ensures appropriate training and certification of staff in use of all applicable IT systems and applications (i.e., Apex, Cadence, Op-Time, HBS, etc.).
• Ensures proper training for staff and monitoring of patient privacy requirements.
• Keeps abreast of security protocols (i.e., Secure e-mail, procedures re: lost or stolen PHI, etc.) and disseminates widely to staff and providers.

2.5

Y

Health Information Management

• Ensures proper training for staff in the maintenance of patient privacy and all HIPAA requirements with respect to release of patient information, etc.
• Ensures appropriate training, certification and access control of staff in use all clinical data repository systems (i.e., Apex, Cadence etc.)

3

Y

Revenue Management

• Liaison to revenue cycle activities for the Department ($14,000,000).
• Follows up with providers for missing or incomplete encounters.
• Reviews erroneous and open encounters and follows up on line items.
• Identifies common report items and acts proactively to reduce occurrence.
• Reviews denial reports and analyzes detail by denial type.
• Meets regularly and works with billing unit client services rep and director, along with an Ortho team to identify opportunities for improvement. Works with billing unit client services rep to identify opportunities for improvement.
• Depositor for practice or delegates this duty. Supervises cash collection. Ensures that all cash collection deposits are in compliance with training.
• Audits cash handling procedures.
• Monitors co-pay collection activity against expected collections and follows up with staff.
• Utilizes Cadence system report functions.
• Understands research billing requirements and assures correct billing to accounts. Ensures that all research activity in the practice is billed.
• Participates in POD Meetings.
• Ensures that surgeons contact Department Chair directly when authorization is not obtained for surgery.

2.5

Y

Budget and Expense Management

• May provide input into direct expense projections.
• Investigates expense variances under direction.

2.5

Y

Equipment & Furniture

• Flags items for repair and reports safety issues. Submits work orders promptly.
• Identifies equipment and furniture needs for practice, developing budgets and proposals for capital investment.

3.0

Y

Cleanliness & Appearance & General Maintenance

• Responsible for facility management - clinic space, waiting areas and physician hub space.
• Works with Facilities Management and Environmental Services to assure ongoing facility maintenance.

3.0

Y

Other Duties

• Accepts other duties as assigned.

99%

%

of time

Essential Function (Yes/No)

Key Responsibilities

(To be completed by Supervisor)

16

Y

Daily Operations

• Maintains clinic schedule for all providers in multiple locations with the exception of Parn Spine and MB Peds Ortho.
• Responsible for actively working with providers to design and implement scheduling templates within the Apex system to effectively coordinate patient demand and provider schedules.
• Develops systems for improving the efficiency of the unit in collaboration with the Pod Chiefs and Director of the Orthopaedic Institute. This includes work flows that decrease wait times and over-time for staff.
• Develops and maintains systems to manage patients' medical records which are consistent with UCSF Medical Center HIMS policy and HIPAA requirements. Ensures that scanning is done be all admin staff (PC 1 and 2) in a timely manner and according to HIMS guidelines for scanning documents with Apex.
• Works closely with Call Center Supervisor to develop scripts. Monitors the performance of the Call Center and takes appropriate actions to ensure that customer service levels are met and that Call Center Performance meets bench marks relative to ACD Standards, WQ workflow, referral log times, etc.

15

Y

Staffing

• Ensures staffing is adequate to clinic needs. Schedules staff with staffing policies in mind (i.e. no more than one job classification away at a time per pod/staff grouping).
• Responds to staff requests in a timely manner but does not approve for >6 months in advance.
• Ensures that coverage for outages is done in a quality manner, i.e. staff covering are properly trained for cross coverage. AHP's have been oriented and have clinical competency to cover.
• Proactive in securing temporary staff and secures coverage in a timely manner.
• Submits ERF's (employee requisition forms), ARF's (account request forms) and MAF's (management action forms in a timely manner and correctly.
• Staffs within budget and within productivity standards of >95%.
• Completes all employee performance reviews in a timely manner.
• Ensures all staff are in compliance with the HR Umbrella Compliance - evaluations, Occupational Health and learning modules.
• Completes all staff on-boarding in a timely manner inclusive of ARF/IT request, registering for Apex classes, etc.
• Routinely reviews unplanned attendance and tardy reports. Provides counseling and progressive disciplinary action as necessary following any labor contracted processes.
• Completes bi-weekly timecard approvals in an accurate manner. Updates any adjustments to ensure accuracy of time keeping. Ensures that staff sign timecards prior to approval.
• Familiar with contractual agreements and follows the contract.

10

Y

Clinic Flow

• Identifies process improvement appointments and implements actions/strategies to improve clinic flow.
• Identifies work flow issues with the front desk/registration and helps to check in front desk staff to obtain floats/cross trained staff to assist to check in/out. Checks in with Radiology Supervisor and assists in problem solving any radiology work flow issues.
• Ensures that providers arrive to clinic in a timely manner.

5

Y

Quality Improvement

• Leads and is actively involved in the True North Board, LEAN training and Lean Principles.
• Coordinates Daily Huddles.
• Ensure staff consistently adhere to privacy practices and avoid breaches. Ensures staff are verifying PCP and location of practice, use two identifiers, check before emailing, emailing or faxing.
• Participates in all practice quality initiatives.
• Identifies trends of issues proactively and develops strategies/actions for improvement.
• Completes incident reports within 24hrs.

5

Y

Patient Relations

• Research, develop and recommend internal policies and procedures for identifying, eliminating or mitigating risk management issues within the practice(s).
• Interacts directly with Medical Center RM office in addressing risk management issues.
• Reviews Press Ganey Survey results on a monthly basis and develops action plans based upon reports. Reads monthly comments and notices trends and develops action plans. Shares feedback +/- with staff.
• Develops action plans for improvement. Shares feedback with staff.
• Strives to resolve patient concerns/issues at the local level prior to involving patient relations.

5

Y

Provider Relations

• Demonstrates conflict management skills, facilitates provider discussions.
• Interprets and disseminates regulatory requirements to providers.
• Analyzes audit findings and communicates results to providers.
• Recommend strategies for maintaining compliance (Med Ctr Standards, Title XXII, JCAHO, etc.) with providers.
• Communicates in a proactive manner with providers.

10

Y

Supervision

• Supervises 40 or more staff involved with administrative functions (registration, new patient coordination, scheduling, authorization, etc.) and/or clinic functions (medical assistants, hospital assistants, AHP's), Supervisor.
• Responsible for assuring thorough orientation and training of all staff. Responsible for maintaining thorough, accurate and current training materials and programs. Completes competencies for all new staff.
• Ensures that staff are performing assigned duties and returning patient emails and calls in <24hrs.
• Ensures that employees are in compliance with Medical Center standards and JCAHO/DHS regulatory requirements at all times.
• Ensures that all human resources standards are in compliance (timekeeping, start and end of shift, breaks, attendance, etc.).

5

Y

Performance Review, Counseling & Coaching

• Provides regular feedback on employee performance. Writes employee evaluations and establishes performance improvement plans with employees in a timely manner.
• Drafts counseling memos and pursues disciplinary action when needed.
• Evaluations are done in a timely manner.

5

Y

Recruitment/Hiring

• Prepares ERF for budgeted positions.
• Creates and revises job descriptions.
• Interviews candidates for hire in a timely manner. Uses high standards in hiring for excellence.
• Makes and/or approves hiring decisions utilizing a team approach.
• Prepares salary/offer for Director to review.

5

Y

Facilities Mgmt Safety & JCAHO Regulations

• Assures compliance with a broad range of regulatory requirements: medication management, fire and life safety, etc.
• Responsible for assuring practice performs well in safety rounds. Completes monthly online chart audits, SPD audits, INSPECT, etc.
• Establishes plans for improvement to rectify deficiencies immediately.
• Submits work orders in a timely manner to remedy any regulatory issues.
• Ensures annual Safe Patient Handling and Mock Code Blue are completed.

2.5

Y

Information Technology

• Ensures appropriate training and certification of staff in use of all applicable IT systems and applications (i.e., Apex, Cadence, Op-Time, HBS, etc.).
• Ensures proper training for staff and monitoring of patient privacy requirements.
• Keeps abreast of security protocols (i.e., Secure e-mail, procedures re: lost or stolen PHI, etc.) and disseminates widely to staff and providers.

2.5

Y

Health Information Management

• Ensures proper training for staff in the maintenance of patient privacy and all HIPAA requirements with respect to release of patient information, etc.
• Ensures appropriate training, certification and access control of staff in use all clinical data repository systems (i.e., Apex, Cadence etc.)

3

Y

Revenue Management

• Liaison to revenue cycle activities for the Department ($14,000,000).
• Follows up with providers for missing or incomplete encounters.
• Reviews erroneous and open encounters and follows up on line items.
• Identifies common report items and acts proactively to reduce occurrence.
• Reviews denial reports and analyzes detail by denial type.
• Meets regularly and works with billing unit client services rep and director, along with an Ortho team to identify opportunities for improvement. Works with billing unit client services rep to identify opportunities for improvement.
• Depositor for practice or delegates this duty. Supervises cash collection. Ensures that all cash collection deposits are in compliance with training.
• Audits cash handling procedures.
• Monitors co-pay collection activity against expected collections and follows up with staff.
• Utilizes Cadence system report functions.
• Understands research billing requirements and assures correct billing to accounts. Ensures that all research activity in the practice is billed.
• Participates in POD Meetings.
• Ensures that surgeons contact Department Chair directly when authorization is not obtained for surgery.

2.5

Y

Budget and Expense Management

• May provide input into direct expense projections.
• Investigates expense variances under direction.

2.5

Y

Equipment & Furniture

• Flags items for repair and reports safety issues. Submits work orders promptly.
• Identifies equipment and furniture needs for practice, developing budgets and proposals for capital investment.

3.0

Y

Cleanliness & Appearance & General Maintenance

• Responsible for facility management - clinic space, waiting areas and physician hub space.
• Works with Facilities Management and Environmental Services to assure ongoing facility maintenance.

3.0

Y

Other Duties

• Accepts other duties as assigned.

99%