Practice Manager

Welcome to Zufall Health!

Position Summary

Under the general direction of the Director of Site Operations (DoSO), the Practice/Site Manager oversees and operates a Zufall Health Center location. Responsibilities include all matters pertaining to clinical support functions, patient customer service, front office operations, facilities, and management of support staff including front desk and clinical support staff. The Site Manager will be the administrative supervisor of the PCMH coordinators and Dental Assisting Supervisor in regard to daily operations, scheduling and patient flow, and will ensure that all performance reviews and staff management issues are addressed in a timely fashion.

This position requires compliance with Zufall Health’s compliance standards, including its standards of conduct, compliance program, and policies and procedures. Such compliance will be an element considered as part of the Site Manager’s regular performance evaluation.

Essential Functions, Duties, and Responsibilities

• Consistently adheres to and enforces all departmental policies and procedures
• Acts as the facility administrator who plans for, and oversees the managerial, operational, fiscal, and reporting components of the facility
• Participates in the quality assurance committee
• Ensures that all personnel are assigned duties based upon their education, training, competencies, and job descriptions
• Ensures the provision of facility orientation and education to the staff appointed to the specific facility
• Establishes and maintains liaison relationships and communication with facility staff and services, with support services and community resources, and with patients
• Conducts all aspects of job in a professional and ethical manner
• Works independently with remote supervision, but uses available resources for problem resolution as indicated by circumstances or need

• Completes assignments in a timely and efficient manner
• Maintains high level of confidentially
• Works collaboratively with team members to assure the optimal outcomes of care and service

• Utilizes departmental resources prudently and appropriately

• Communicates appropriately both verbally and in writing; uses appropriate mechanisms for identifying and resolving work related issues
• Keeps manager or supervisor informed of work-related issues at all times

Front Desk and Clinical Support Operations

• Oversee the day-to-day operations of medical and dental sites
• Provide direct supervision to front desk staff and clinical support staff
• Maintain a customer-service focus of the medical and dental centers, if applicable
• Implement and maintain all Zufall policies and procedures and adhere to all compliance and HIPAA regulations
• In conjunction with the Director of Site Operations, hire and train front desk staff
• In conjunction with Director of Nursing, hire and train clinical support staff
• Supervise and coordinate all administrative and clinical support staff work activities
• In conjunction with the Director of Site Operations, implement initial and annual employee reviews (clinical support staff in conjunction with the PCMH coordinator(s) and the Director of Nursing; and Dental Support Staff in conjunction with the Dental Program Manager) and all front desk representatives
• Respond to employee grievances
• Respond to patient complaints as appropriate
• Manage and maintain front office and clinical operations.  Supervise the ordering of all office supplies. Clinical supplies will be ordered by the PCMH coordinators and Director of Nursing in medical and the dental staff will manage their clinical supplies, with oversight from the Dental Program Manager.
• Conduct QA audits and chart reviews for funded programs and overall patient medical records
• Conduct staff competencies and proficiencies as appropriate for those staff that are directly supervised, and report results to the Director of Site Operations. Receive results of competencies of clinical staff from the Director of Nursing for clinical staff and ensure the completion of the evaluations of the clinical staff
• In conjunction with the Director of Facilities, coordinate facility needs and maintenance (coordinate service with vendors as needed)
• Notify Director of Site Operations of all contracts related to operations or facilities that need renewal
• Schedule or assign to designee the scheduling of all clinical support and front desk staff support and work with the managers of other sites as needed to provide sufficient coverage
• Coordinate requested time off to ensure sufficient staffing levels
• Attend either in person or remotely all support staff (front desk and clinical) and dental staff meetings
• Conduct regular meetings for staff at your site(s)
• Performs other duties as assigned

Knowledge, Skills, and Abilities

• Knowledge of computer software programs such as Microsoft Word, Excel, and electronic medical records
• Excellent customer service skills
• Ability to work with very little supervision
• Ability to adapt quickly to unanticipated changes in workflow or work process, frequent changes in insurances rules, and/or coverage changes
• Strong general computing skills, including internet, Excel, Word, and practice management software experience; EHR experience a plus, especially eCW
• Ability to understand, carry out, and remember verbal and written instructions
• Bilingual (English and Spanish) preferred
• Strong, self-directed written and oral communications skills
• Knowledge of federal programs and community health centers
• Learn and apply the trauma informed care principles with the scope of the position

Education, Training, and Experience

• Minimum of three years of supervisory/management experience

• BS or BA degree required, or a combination of education and experience in a supervisory capacity at Zufall Health, in lieu of a bachelor’s degree. Master’s ideal

• Clinical background strongly preferred