Practice Operations Manager

Family First Health is seeking a Practice Operations Manager for a Full-Time position in our Lebanon location.

Family First Health is a federally qualified health center (FQHC) that is accessible and community minded. We take a beyond healthy approach that goes outside the confines of the doctor's office. As an inclusive health care model, we put everyone first. We want happy, healthy patients who can live better lives in better health. We strive to build a healthy community by being accessible in the communities we serve. Family First Health is proud to offer care to our patients in York, Adams, Lancaster, and Lebanon counties, providing compassionate and comprehensive health services to people seeking accessible and affordable quality care.

At Family First Health, we improve lives in big ways and small ways. From high quality health services and innovative partnerships to daily acts of compassion. Family First Health Center makes a difference in the health and quality of life of the people and communities we serve by:

• providing quality, compassionate primary medical and dental care and social services to those who need it most;
• coordinating care and working with other providers to provide the full range of services our patients need;
• promoting and supporting healthy lifestyles;
• collaborating with others to improve access and break down the barriers of affordability, language and culture; and
• advocating for our patients and the medically underserved.

Knowledge/Skills/Abilities

• Bachelor's degree preferred. Or any equivalent combination of licensure, training, and experience (Associate's degree, RN, LPN, MA etc.)
• Current CPR, if applicable
• Demonstrated healthcare management experience of 3+ years
• Excellent human relations skills
• Excellent verbal and written communication skills
• Demonstrated ability to effectively solve problems, prioritize, and function in stressful or ambiguous situations
• Demonstrated ability to be organized, proactive in follow-through, and to juggle multiple competing priorities
• Ability to interact with individuals who have diverse perspectives and lived experiences in a respectful and inclusive manner. Ability to communicate in a caring and supportive manner with individuals of all backgrounds.
• Ability to analyze data
• Aptitude for adaptability
• Aptitude for independence and maturity
• Aptitude for reliability and time management
• Ability to gather data and apply past knowledge or information to new situations
• Ability to think and communicate with clarity and precision
• Ability to manage impulsivity
• Ability to listen with understanding and empathy
• Ability to lead by example through exceptional work performance, including adherence to organizational policies and processes
• Ability to work independently and within a multidisciplinary team
• Ability to work, and respond appropriately, to a demanding environment, including crisis situations
• Ability to work efficiently, accurately, and with a strong attention to detail
• Ability to maintain required clearances

ESSENTIAL DUTIES AND RESPONSIBILITIES

Leadership and Citizenship Expectations:

• Lead by Example
• Promote a Culture of Excellence
• Embrace and Champion Innovation and Change
• Build Trusting Relationships
• Drive Engagement
• Advocate for Equity
• Demonstrate Emotional Intelligence
• Uphold Organizational Mission & Values

Leadership and Operational Oversight:

• Provide strategic and operational leadership to the George Street Medical practice.
• Ensure standardization of workflows, policies, and procedures across locations to promote consistency and quality of care.
• Ensure compliance with established organizational policies and procedures. Adhere to HR disciplinary processes, when necessary.
• Oversee all clinical and front office workflows, processes, and procedures to maximize efficiency and minimize wait times. Identify bottlenecks or operational challenges and implement data-driven solutions to improve workflows. Engage in PDSAs to observe, study, and assess improvements.
• Ensure accurate documentation, staff proficiency, and consistency through regular, documented process observations, audits, and related reporting.
• Analyze KPIs to make business decisions, solve operational challenges, and meet or exceed operational goals.

Team Management and Development:

• Supervise and mentor clinical supervisors, clinical and administrative staff, and team leads.
• Support the recruitment and onboarding of other key staff, including administrative and clinical team members and/or supervisors, collaborating with HR and medical operations leadership to ensure alignment with organizational values and standards.
• Conduct regular performance evaluations, set clear expectations, and facilitate individual and team development plans.
• Manage employee relations and follow all organizational expectations throughout the employee life cycle.
• Promote a culture of accountability, collaboration, and service excellence through regular and documented one-on-one meetings. Engage and empower employees to support workforce development and succession planning.
• Maintain a staffing complement to best support medical providers through routine analysis of operational hours, schedule utilization, patient demand, and productivity. Make decisions to re-assign staff members or schedules based on operational needs.

Financial and Revenue Cycle Management

• Collaborate with finance and billing teams to monitor revenue cycle metrics. Ensure all registration and billing-related responsibilities are completed accurately and timely.
• Develop and manage the annual budget. Monitor expenditures and address variances.
• Analyze financial and operational reports to identify opportunities for growth, efficiency, and cost reduction.
• Ensure provider productivity and DPCH targets.
• Oversee clinical and office supply inventory. Follow established PAR levels, ordering guidelines, and inventory control methods.

Regulatory Compliance and Risk Management

• Ensure full compliance with healthcare regulations including HIPAA, CLIA, VFC, CMS, and other local, state, federal, and/or grant requirements.
• Conduct internal audits and ensure readiness for external inspections or accreditations.
• Develop and implement risk mitigation strategies and incident response protocols across sites.

Strategic Planning and Community Engagement

• Work with senior leadership to identify growth opportunities such as new service lines, patient populations, or geographic expansions.
• Monitor community and industry trends to inform practice strategy and adaptability.
• Foster relationships with the broader community to enhance practice reputation and outreach.

Quality Assurance and Performance Improvement

• Analyze and report on operational and clinical key performance indicators (KPIs), including patient satisfaction, operational productivity, and clinical outcomes.
• Partner with clinical leadership to implement quality improvement initiatives and evidence-based best practices.
• Complete thorough investigations and analysis of incidents to promote learning, improvement, and enhance patient safety.
• Participate in Quality Improvement initiatives focused on safety, compliance, and quality of care. Utilize QI planning tools to engage staff and demonstrate progressive improvement efforts.

Patient Experience

• Champion a patient-centric culture focused on welcoming, healthy, safe environments and interactions that prioritize the lived experience of our patients.
• Oversee and maintain patient-focused access, hours of operation, scheduling, and registration processes to support high-quality service.
• Resolve escalated patient complaints or concerns with professionalism, discretion, and empathy.
• Ensure effective teamwork to achieve patient-centered care and excellent customer service.
• Understand and continuously improve patient experience through the analysis of various patient feedback methodologies

Provider Relations and Support

• Partner with physicians and advanced practice providers to align operational support with clinical goals.
• Support provider scheduling, credentialing, onboarding, and performance tracking.
• Facilitate open communication between administrative and clinical teams to ensure a cohesive, high-performing environment.
• Performance time and attendance supervisory responsibilities for all medical providers.

Common Expectations - Medical Operations

• Maintains strict confidentiality of patient health records and complies with all HIPAA rules and regulations
• Complies with all applicable safety regulations
• Learns the impact of medical errors and methodology that will lead to a reduction in errors
• Comprehensively reports actual and potential errors and incidents following the FFH Incident/Injury Reporting Policy
• Reports patient complaints, concerns, and compliments
• Delivers excellent customer service
• Identifies opportunities to standardize processes and systems to increase patient and employee safety. Collaborates in problem resolution.
• Adheres to established policies, procedures, and standards related to quality, safety, environmental, and infection control
• Juggles multiple competing tasks. Is proactive in follow-up and follow-through
• Communicates effectively and compassionately with individuals of various backgrounds
• Under the direction of supervisor, takes ownership in office and clinical setting improvement efforts
• Attends and actively participates in site, departmental, and organizational meetings
• Travels, as necessary, to other FFH locations to support the healthcare teams at other sites
• Performs other duties as assigned

Common Expectations - All Family First Health Jobs

• Maintains the cleanliness of work areas
• Maintains professional growth and development
• Fosters teamwork
• Establishes and maintains effective working relationships with patients, employees, volunteers, and the public
• Supports the mission, vision, and values of the organization
• Operates with professionalism, integrity, and ethics to represent Family First Health in a positive light
• Complies with all federal and state laws and regulatory expectations
• Participates in all-staff meetings and development, site meetings, and trainings
• Adheres to all Family First Health policies, processes, and procedures
• Completes annual mandatory education and training
• Performs other duties as assigned

PHYSICAL DEMANDS

Mental/Physical Requirements: Must possess the physical and mental abilities to perform the tasks normally associated with a Practice Manager position such as:

• Frequent and prolonged work at a computer and/or on the phone for extended periods of time with repetitive typing, arm and hand motion
• Requires correct vision and hearing to normal range
• Occasional bending, stooping, crouching, or kneeling
• Frequent standing and walking
• Frequent turning and reaching
• Possible travel between work sites and community events with exposure to weather conditions
• Frequent competing demands, frequent changes, delays, or unexpected events
• Exposure to virus, disease and infection from patients and specimens in working environment
• Exposure to blood and/or body fluids
• Contact with patients and others under a wide variety of circumstances

Employee Benefits

• Accrued Paid Vacation per year
• Accrued Paid Sick Leave Time per year
• Personal Days
• Paid Time Off on Holidays
• Health, Dental, and Vision Insurance plans
• Short/Long Term Disability and Life Insurance
• 403(b) Retirement Plan
• Tuition Reimbursement Opportunities