Practice Manager

The Practice Manager provides leadership and general administrative oversight for Physician teams, service lines and clinics at the Pinnacle Spine & Orthopedics, www.pinspineortho.com. The position manages the associated team in regard to the goals of strategic initiative achievement and continuous progression toward Pinnacle's mission.

The position’s principal operational role involves management and administration of the patient care team including the responsibility for the implementation and measurement of operational metrics, process improvement, procedural compliance, service plans, and performance. This includes, but not limited to: recommendation of strategy for short- and long-term success, employee engagement and performance, financial results, customer satisfaction, compliance and quality.

• Interface with providers and work as liaison between provider and support team
• Supervise check/in/out processes and collaborate with Intake & Scheduling Manager on inbound communication follow up (e.g., faxes, emails, phone calls) while creating an environment of accountability for intake and scheduling KPIs
• Supervise provider schedules in clinic EHR system daily
• Eliminate unnecessary overtime and verify timecards and PTO requests in payroll system with accurate notes daily
• Oversee daily operations of assigned primary practice locations as well as its other satellite locations including office team meetings
• Manage system for all inbound and outbound referrals at clinic in partnership with Intake & Scheduling Manager
• Collaborate with surgical center and surgery scheduling team to ensure surgical efficiency and minimize patient waiting periods
• Develop and review written protocols and automate repetitive tasks whenever possible
• Attend and contribute to weekly manager and monthly meetings for practice (e.g., compliance, market development)
• Design and implement office policies and procedures across patient journey
• Interact with Physician Liaison, providers and management team in a proactive way to promote a successful company culture
• Communicate with Physician Liaison daily to support increasing patient volumes of practice
• Assist Physician Liaison with outside public relations endeavors
• Systematically record all paperwork for patient care and medical compliance
• Ensure compliance with current OSHA, federal state and local regulations
• Collaborate with management team to create and monitor clinic KPIs to ensure highest service possible
• Visit each clinic at least one business day each month with substantive interactions with each team member
• Objectively manage the quality control of data being entered into the system
• Review all referrals daily and weekly to ensure scheduling efficiency and patient / referrer satisfaction
• Step in to answer calls and schedule patient appointments, when necessary
• Ensure timely delivery of clinic mail including receivables
• Organize and ensure prompt clinic mail delivery to to Armina Healthcare weekly or bi-weekly as directed
• Provide miscellaneous reports to administration as it pertains to the department
• Coordinate clinic maintenance (i.e. painting, carpet cleaning, landscaping, repairs)
• Establish and maintain relationships with vendors who provide quality and cost-effective services to practice
• Monitor and ensure practice website(s) are presentable and optimized in all search engines and maps with accurate hours of operations, addresses, images, etc.
• Ensure all online reviews are responded to with 1 business day
• Develop ongoing customer service areas of focus with practice teams and support team in coordination with Intake & Scheduling Manager
• Exhibit high degree of courtesy, tact and poise when interacting with patients, families and other healthcare professionals
• Adjust to fluctuating peaks in patient flow, acuity and other operational demands while maintaining quality
• Practice sound safety, environmental and infection control methods
• Develop and maintain a strong knowledge of provider charting / documentation protocols in Electronic Health Record (EHR)
• Develop and maintain a strong knowledge of MA protocols in EHR

Requirements

• Bachelors in Health Administration or related field strongly preferred.
• 3 years of orthopedic and PI experience preferred
• 3 years of prior Medical/Surgical Practice Manager experience preferred
• Commercial Payor experience
• Prior Multisite leadership experience
• Business Operations experience

Other Requirements:

• Possess extensive customer service experience in the health care space
• Collaborate with administration to execute company wide and departmental strategies
• Strong business acumen with the ability to direct and influence change
• Ability to build trust through open and interactive communication
• Ability to empower others to impact change
• Openness to change where necessary, not settling for the way things have always been done
• Ability to anticipate challenges and demonstrate forward thinking in resolving people and process concerns
• Ability to train others
• Strong computer skills including EHR and MS Office
• Demonstrated competence in handling emergencies
• Knowledge of EMA ModMed a plus
• Bilingual a plus

Benefits

• Health, Dental & Vision Insurance

• 8 Paid Holidays per year
• PTO Accrual 10 days year one, 15 days second through fourth year, 20 days fourth year
• Matching 401k
• Educational Assistance