Practice Manager

Summary:  The Practice Manager has several direct subordinate reports for patient communications, office administration, and clinical matters. The Practice Manager will report to the Director Of Operations but will have a collaborative and accountable working relationship with the physicians at his/her assigned practice sites. Also responsible for working directly with the Front Desk Supervisor (regional) to ensure that front office policies and procedures are carried out consistently.  Other key responsibilities include care coordination, patient financial counseling, and patient/workflow management. 

Essential Job Responsibilities:

1. The ability to manage staffing, provide oversight to appointment scheduling management, and patient complaints and access. 
2. Payroll review and approval based on the policy and procedures. 
3. Monitor front office policies and procedures.        Make recommendations to the Front Desk Supervisor.

1. Oversee the operations and service delivery of multiple practice sites. 

1. Ensure the front desk staff is operating at an optimum level, gathering complete and accurate information, and entering it into the system promptly, 

1. Manage the opening/closing of the location.        Delegate opening/closing responsibilities to reliable individuals as needed.  
2. Ensures appropriate front office coverage at all times.  Notify the Front Desk Supervisor if coverage cannot be arranged.
3. Serve as a point person to address front office complaints or requests for information from patients or staff.        Seek guidance from the Front Desk Lead as needed.
4. Identifies opportunities for improvement and develops plans to implement necessary changes to meet the budget.
5. Understands the day-to-day operations of a medical office, including demographic intake, authorizations, billing knowledge, and the ability to translate this knowledge to standard workflows.  
6. Coach front office staff to resolve patient questions regarding charges, balances, or payments per AUNC guidelines.        Seek guidance from the Front Desk Lead as needed.
7. Manage administrative supply inventory and purchasing per AUNC guidelines.
8. Manage petty cash (if applicable) and maintain credit card receipts for the office per AUNC guidelines.
9. Provide input on employee performance management, disciplinary actions (including terminations), and the hiring process as requested. 

1. Lead staff teams in developing “Best Practices” teams about projects and initiatives, being directly responsible for improving service and financial performance. 

Education Requirements:  AAS degree. Certification in medical office administration, preferred.

Experience Required:  Minimum of two (2) years medical office administration experience.   Demonstrated knowledge of all aspects of medical office operations including billing/coding, surgery scheduling, appointment scheduling, and day-to-day work flow and patient flow required.  

Performance Requirements (Knowledge, Skills & Abilities):

Knowledge:

• Knowledge of medical and insurance terminology, specifically of the services provided by the practice.
• Good command of English language.  Knowledge of Spanish is a plus.
• Knowledge of the principles of good customer service.

Skills in:

• Establishing and maintaining effective working relationships with other employees, patients, organizations, referring physician staff, managed care companies, and the public; and

Ability to:

• Communicate effectively in writing, over the telephone, and in person with office staff and patients. 
• Interpret and apply standard operating policies and procedures. 
• Coach and mentor staff.
• Recognize, evaluate, solve problems, and correct errors. 
• Multi-task and stay focused on the immediate task; and
• Interact with patients, medical and administrative staff, and the public effectively. 

Equipment Operated:  Standard office equipment including computers/internet, fax machines, copiers, printers, scanners, telephones, etc.

Work Environment:  Position is in a well-lighted, temperature-controlled office environment.

Mental/Physical Requirements:  Daily activity is 80 percent sitting and 20 percent walking or standing.  Requires corrected vision and hearing to normal range.

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