General Management

• Reporting to the Director of Operations (DOO), the PSM manages nonclinical support operations making recommendations to improve organizational efficiency, contain costs, or improve organizational quality/performance.
• Analyzes nonclinical support problems within clinics, evaluates solutions, and implements system changes as needed to resolve problems.
• Training, coaching, mentoring on NextGen, HIPAA, and Customer Service
• Handling patient complaints
• Routinely works with clients and vendors
• Reporting to senior management on status inclusive of patient trends and issues
• Manage staff on day-to-day operations.
• Coordinate operations and activities to ensure efficiency and quality service is delivered by patients support staff, ensuring compliance with regulations and standards. This includes scheduling appointments, referrals, medical records and scanning, diagnostic test, triage, tracking of all results and any other services needed to deliver patient care.
• Effectively lead and develop a team of employees. Holds staff accountable for established policies/procedures and processes.
• Participate in the planning and development of policies and procedures, as well as clinic-specific procedures and programs.
• Recommend and participate in the implementation and development of long-range plans.
• Manage payroll for all employees; collaborate with the Scheduling Manager for provider scheduling and payroll needs.
• Ensure adequate stock of office supplies, and equipment. Maintain processes for inventory management of supplies and equipment.
• Ensure and maintain environment to comply with regulatory, licensure, compliance and accreditation requirements.
• Serve as the first point of contact for patient and external customer complaints. Reconcile and investigate all complaints relating to practice operations. Submit complaint documentation via the chain of command.
• Perform other duties as assigned.

Financial Management

• Works closely with the DOO in forecasting and preparing annual budget.
• Make budget recommendations, monitor the budget, and stay within the established goals and targets.
• Helps evaluate financial decisions needed for continued success with input from other organizational staff.
• Ability to understand financial report as it relates to opportunities and challenges to nonclinical support.

• Participates in recruiting and on-boarding new staff in alignment with HR
• Responsible for employee performance management by completing performance appraisals and setting individual goals
• Resolves nonclinical support problems and keeps lines of communication open with front office team leads to ensure high productivity and morale. Ensures that activities occur regularly to boost staff morale.
• Works closely with Human Resources in maintaining Employee Health issues including but not limited to immunizations and vaccinations.

• Participates in maintaining organizational compliance with governmental regulations and industry requirements. Implements activities to maintain such compliance.
• Participates in organizational performance improvement programs.
• Participates in organizational risk management and corporate compliance programs.

• Grace Health recognizes that managing patient care is a team effort that involves clinical and non‑clinical staff. All employees must embrace a team-based approach to patient care and understand that each role is important to our success.
• Team members must demonstrate excellent team communication and coordination to provide quality patient care.
• Care coordination includes communicating with community organizations, health plans, facilities, and specialists.
• Care team members understand and embrace the concept of population management and proactively address the needs of patients and families served by this practice.
• Team members must demonstrate skill and knowledge related to effective communication with vulnerable patient populations.
• Team members must participate in Continuous Quality Improvement activities within the organization to ensure patients receive high quality care.
• All team members will be involved in the process of improving quality incomes.
• Team members will participate in the review and evaluation processes of practice performance and help to identify opportunities for improvement.
• Team members will participate in Grace Health's advocacy program.

• Follow policies and procedures of the office, including administrative, quality assurance, and personnel
• Maintain good attendance (daily, meetings, and other assignment tasks)
• Maintain timely documentation of all work assignments
• Maintain patient confidentiality
• Routinely keep supervisor informed about attendance and job assignments
• Flexible in being able to multitask
• Work effectively and at an efficient pace
• Work cooperatively with physicians, administration, and peers

• Pleasant personality
  • Must be able to establish and maintain effective working relationships with medical staff and peers
• Cooperative attitude
  • Must be able to act calmly and effectively in a busy or stressful situation
• Professional demeanor and recognition of privacy considerations for patients and families
• Knowledge of medical terminology, anatomy, physiology, diagnostic procedures, pharmacology, and treatment assessments to the extent required to understand accurate transcription during patient interactions.
• Organizational skills with focus on tracking patient care and improving patient flow
• Listening skills
  • Must be able to listen to complex medical information and summarize in a clear, complete, and concise fashion
• Written and oral communication skills
• Competent in use of EMR and other software including Excel and database management
• Computer proficiency and ability to quickly learn new applications
  • Proficient in typing and good spelling, punctuation, grammar and oral communication

• College degree desired, preferably with a healthcare or life science degree or equivalent experience.
• Minimum of three (3) years previous health care management experience.