Overview 

The Practice Manager administers the daily operations of a multi-specialty, community-based and/or mobile clinic. This role is responsible for developing and maintaining processes that span disciplines, departments and locations to ensure all facets of the assigned clinics are optimized. Under the Senior Director of Practice Operations, the Practice Manager works closely with Senior Medical Director of Community Sites, as well as medical, behavioral health and dental providers, nurses, social workers, paraprofessionals and fellow administrators across the agency to ensure timely client access to care, operational efficiency, quality service and fiscal integrity. 

Key Role Responsibilities 

• Work collaboratively to plan, direct, implement and assess practice goals and client care activities. Analyze and improve key quality indicators to prioritize, organize and coordinate strategies to market, grow and develop the practice and enhance client satisfaction. Assess processes, workflows and staffing clinic-wide to assure efficient and client-centric care delivery. Identify, track and report organizational and performance improvement activities.
• Directly train, supervise and appraise staff, which may include: client service specialists, medical assistants, case managers, community health workers and/or outreach workers.Partner with assigned discipline-specific supervisors for clinical performance management.Set, model and reinforce clear expectations, monitor outcomes, create a culture of open communication, and help team members solve complex problems through individual supervision.
• Oversee all practice operations functions including: scheduling, registration, insurance verification, benefits enrollment, encounter coding, referrals and medical records to ensure accuracy, timeliness and adherence to policy and protocols; adjust operations as needed to maintain peak performance. Cultivate and maintain relationships with host site, community partners, clients and other stakeholders. Act as an information resource to connect clients to care and promote agency services. Handle client-related issues, inclusive of complaints, problem solving, de-escalation, special requests or other concerns according to agency policies.
• Manage facility infrastructure and supplies in partnership with the Directors of Information Technology and Facilities & Security, as well as with host sites. Oversee and coordinate performance maintenance of equipment, as well as medical supply procurement and inventory control.

• Foster and enforce compliance with applicable agency and host site guidelines, as well as government and regulatory policies and procedures, including OSHA, ADA, CLIA, HIPAA, HRSA, TJC and NCQA. Follow agency procedures to report legal, privacy, safety, risk management or environment of care issues. 
• Monitor, manage and reconcile accounts payable and other fiscal activities, including staff, client and operating expenditures; ensure clinic is meeting budget targets; work with the Senior Directors to course correct when necessary with the goal of maximizing revenue and minimizing costs. 
• Provide and model customer service excellence marked by culturally-competent, client-centered, ethical, respectful, inclusive and professional access for clients, partners and the broader community. 

Key Agency Responsibilities 

In addition to role responsibilities, each staff member of Health Care for the Homeless has the following responsibilities as a part of their employment:

• Models and reinforces the Health Care for the Homeless core values of dignity, authenticity, hope, justice, passion and balance

• Actively participates in performance improvement activities and actively participates in advocacy activities that support the mission 

• Performs other duties on an as-needed basis

• Protects clients’ personal health information by maintaining compliance with HIPAA and other relevant health care related IT security regulations

Knowledge, Experience and Skills 

Formal Education and Training 

• Bachelor’s Degree required; an Associate Degree with years of relevant work experience may be substituted 
• BLS CPR required
• Certified Practice Manager professional preferred

Experience 

• Five years in a FQHC, ambulatory care or hospital setting with prior practice management experience required; experience in a multi-disciplinary clinical setting preferred
• Two years of supervising staff
• Understanding of ambulatory practice management, physician office and/or clinical operations
• Knowledge of third party insurance and accountable/managed care concepts, billing operations and regulatory requirements
• Significant experience working with computers, Microsoft Office, ADP or related type software, Electronic Health Records (EHR/EMR) and insurance applications
• Knowledge of medical, administrative, ethical and the legal requirements of HIPAA and ADA
• Familiarity working with underserved populations preferred

Skills 

• Able to work independently, self-manage and meet deadlines
• Possess good written and oral communication skills
• Able to build a team, motivate staff and delegate tasks using a strengths-based approach
• Work collaboratively, resolve conflicts and provide thoughtful, constructive and actionable input 
• Maintain and safeguard confidentiality in a variety of settings 
• Remain calm, dependable and respectful, no matter the circumstance
• Act with high ethical standards
• Proactively seek out training to learn and improve
• Able to cope with interruptions; flexible