POSITION TITLE: PRACTICE MANAGER
REPORTS TO: CEO
A. JOB SUMMARY
The Practice Manager is responsible for recognizing and acting on ways to improve service to patients, support physicians and staff and reach operational, financial, and strategic goals.
The Manager implements the policy decisions of the practice, brings issues for resolution to the attention of the CEO and the managing physician and volunteers solutions to problems and courses of action. The Manager is responsible for staffing the office, the daily operations of the practice, and for the performance of all non-professional employees. The Manager is responsible for contributing to new business development, and is responsible for ensuring compliance with all coding and billing requirements, labor law requirements, risk management issues, HIPAA requirements, and OSHA requirements.
GENERAL ADMINISTRATIVE, CORPORATE AND PRODUCTIVITY/WORK FLOW DUTIES
• Oversees all office functions to ensure workability, efficiency, appropriateness and the
• highest level of professionalism.
• Establishes work performance standards for all office staff.
• Establishes implements and maintains all office policies and procedures.
• Distributes workload, designs systems, solves problems and provides leadership.
• Meets with vendors as needed.
• Conducts staff meetings to solicit practice and patient service improvement ideas and announces policy changes.
• Maintains agenda and minutes for staff and physician meetings.
• Performs other tasks and duties as may be added from time to time.
• Organizes and maintains office files.
• Serves as liaison with the malpractice carrier(s) of the division.
• Ensures compliance with standard medical practice to manage and minimize risk.
• Performs special projects as assigned by the CEO or physicians.
• The Manager will set a good example for other employees in all aspects of work.
• Ensures the office forms are current and the appropriate.
• Serves as the HIPAA and divisional compliance manager.
• Reports any compliance violations or complaints regarding Physician behavior to CEO.
• Reports any compliance violations or complaints regarding bulling, discrimination or sexual harassment to CEO.
• Reports any professional liability issues to the CEO.
• Ensures an environment where staff is able to perform their jobs efficiently and receive solutions and answers to problems and questions.
• Maintains accurate and timely attendance and payroll records for all employees. Ensures that all payroll records are correct and communicates any issues or potential issues to the accounting department.
• Maintains personnel files for all staff and provide appropriate documents to the HR Department.
• Recruits, selects, hires, trains and evaluates all personnel.
• Conducts performance reviews for all staff annually and makes salary increases based upon the percentage rates approved by the division.
• Designs and maintains job descriptions for all staff.
• Maintains, distributes and enforces the written personnel policies and procedures.
• Ensures annual employee TB testing.
• Ensures each new employee is offered the Hepatitis vaccine.
• Supervises all assigned staff.
• Schedules work hours, lunches and breaks to assure office coverage throughout the day.
• Schedules vacation absences to minimize disruption to physician productivity and patient service.
• Responsible for managing conflict and guiding its resolution.
• Responsible for disciplinary action of employees when necessary.
• Supervises divisional billing and collections processes at the clinical office.
• Responsible for supervising collections of pre-certified visits, procedures, and surgeries.
• Monitors petty cash account.
• Maintains and annually updates office and surgical charge tickets.
• Orders front office and back office supplies.
• Audits all invoices for accuracy before paying. (Accounts Payable)
• Takes advantage of all reasonable discounts for purchases
• Maintains appropriate levels of clinical and office inventory.
• Provides the CEO with requested reports (Example: Physician Vacation Days)
• Schedules and facilitates quarterly divisional physician meetings.
• The Manager is authorized to approve expenditures up to but not to exceed $2,000.
• Maintains physician hospital privileges, dues and licensure files and calendars.
• Collects and publishes physician call schedules.
• Opens and appropriately distributes mail within 24 hours of receipt.
• Coordinates development and printing of periodic patient newsletter.
• Maintains accurate referring doctor lists.
• Responsible for maintaining the compliance program.
• Maintains physician-specific information current in files and in a confidential manner.
• Maintains confidentiality of all patient related information and HIPAA compliance requirements.
• Answers patient questions and evaluates patient suggestions. Handles dissatisfied patients and addresses patient complaints.
• Serves as a point of contact for referring physicians and physician’s offices that are unable to reach the physicians of the practice.
• Continually analyzes office scheduling for improvement of patient services and physician productivity.
• Monitors and reports on periodic time study results to assist the physicians and staff in improving patient flow.
• Monitors telephone accessibility by patients and referring physicians to ensure that calls are taken promptly.
• Updates patient information brochures and educational material as needed.
GOAL SETTING / PROBLEM SOLVING
The Practice Manager analyzes the following areas.
• Accounts payable
• Inventory management
• Policies and Procedures
• Medical records
• Patient flow
• Patient appointment scheduling
• Salaries and benefits
• Employee training
• Patient satisfaction
• Business Development
• Risk management
• Ancillary services
• Front Desk Encounter Forms
• Brings daily and operational issues to the attention of the Managing Physician.
OFFICE AND EQUIPMENT
• Responsible for office appearance, maintenance and housekeeping. Maintains facilities and makes recommendations for suite enhancements and implements physician decisions.
• Deals with facility emergencies.
• Responsible for purchase, maintenance and repair of office equipment, computer and medical equipment.
• Maintains orderly and safe storage area where medical records are stored.
• Responsible for the practice OSHA program.
• Maintains accurate accounting of badges and office keys. Appropriately distributes keys only to authorized individuals.
• Responsible for reporting website additions.
MAINTENANCE OF SKILLS AND KNOWLEDGE
• Educates self and others by attending seminars, conferences and the like; and by reading books, journals and other literature to continue management development as well as familiarity with managed care standards, regulations and procedures.
• Maintains a basic understanding of urinary incontinence and other urologic/gynecologic disease states.
• Stays current on all coding issues relating to practice. Stays current on Medicare, HIPAA, compliance and labor law issues.
• Is thorough, responsive and timely in investigating and resolving issues, concerns, problems, dissatisfaction and complaints.
• Utilizes good communication skills in handling complaints.
• Achieves and maintains positive working relationships and rapport with colleagues, physicians, employees, and other health care providers to ensure quality delivery and promotion of health care.
• Orients and trains new personnel as necessary by demonstrating techniques and explaining procedures. Provides guidance and direction in administration of every staff member’s duties. This includes but is not limited to proctoring forms, tests, in-services or any other method of training.
Work is performed in accordance with established procedures and by using independent judgment and discretion. The Manager is expected to analyze problems and determine proper courses of action to take. The Manager is expected to demonstrate judgment necessary to deal with unique and changing circumstances. The Manager will consult with the CEO and the managing physician when a potential compliance or legal issue arises.
• 2-5 year of progressive growth, particularly in a management role
• 2 or 4 year degree preferred
• A minimum of 3 years working in a clinical environment
Education and/or Experience:
· 2-5 year of progressive growth, particularly in a management role
· 2 or 4 year degree preferred
· A minimum of 3 years working in a clinical environment
Patient Information Leaflet