SUMMARY:
A Practice manager is responsible for the daily operations of a medical office or clinic, from managing staff to handling patient interactions. Duties include assisting with the onboarding process of new hires, providing training for staff, ensuring compliance obligations are met and handling patient complaints and concerns effectively. A Practice Manager also must demonstrate excellent customer service, strong leadership and organizational skills. Ensures Acuity physicians are satisfied; responds to and resolves issues immediately.
Develops team through effective leadership, coaching, and mentoring. Responsible for managing the scheduling of office staff to ensure the office has appropriate coverage. Responsible for ensuring their team maintains an appropriate and adequate clinical supply and inventory in the office, while simultaneously remaining fiscally responsible. Supports and champions Company Core Values, communication, practices, and initiatives at their office location(s).
ESSENTIAL FUNCTIONS:
To perform this job successfully, an individual must be able to perform each essential function satisfactorily with or without accommodation. The requirements listed below are representative, but not all inclusive, of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
- Manages and oversees patient census for assigned office. Monitors and adjusts clinic performance, patient flow, expenditures and doctor schedules to ensure optimal staffing levels.
- Prepares and controls the clinic budget aiming for minimum expenditure and efficiency.
- Develops, implements, and maintains budgetary and resource allocation plans.
- Participates in planning and implementation of regional and company goals, programs and objectives, personnel, resources and equipment/supplies.
- Partners with DFO, Doctors and clinic staff to create an accountable environment where patient care comes first.
- Organizes, manages and coordinates all operational and administrative processes. Manages support staff; organizes and oversees clinic schedules and assignments to meet operational needs.
- Participates in Human Resources related functions, including talent acquisition (e,g, interviewing and selecting talent), talent management (e.g. performance reviews, merit increases, disciplinary actions), and timekeeping/attendance. Partners with HR as needed.
- Provides effective leadership. Coaches, develops, mentors, evaluates, and counsels staff.
- Delegate responsibilities to the best employees to perform them while enforcing all policies, procedures, standards, specifications, guidelines, training programs, and cultural values.
- Resolve internal staff conflicts efficiently and to the mutual benefit of those involved.
- Fosters team member engagement and development of corporate culture.
- Leads daily huddles and at least one office meeting per month to communicate updates and dialogue with team.
- Ability to perform Front Office and Back Office duties if needs arise to ensure smooth clinic operations.
- Works with the Compliance Department to conduct required compliance audits for office (monthly, quarterly, annually).
- Maintains strict compliance with State, Federal and other regulations (e.g., OSHA, WC, HIPAA, ADA, FEHA, DOL, HR policies and practices).
- Provides feedback regarding specific tactics that change outcomes (including, but not limited to, those of a financial nature, or those that are patient-focused) so the rest of the organization can benefit.
- Maintains an appropriate professional appearance and demeanor in accordance with Company policies.
- Keep commitments and keep direct supervisor informed of work progress, timetables, and issues.
- Maintain strict compliance with State, Federal and other regulations (e.g., OSHA, WC, HIPAA, ADA, FEHA, DOL, HR policies and practices).
- Other related duties or ad hoc reporting as assigned by management.
Requirements
REQUIRED: Bachelor’s Degree in healthcare management, business, or related field; minimum 3-5 years of related work and staff management experience; or equivalent combination of education and work experience. Operational management knowledge of retail or medical offices and best practices.
DESIRABLE: Experience as an Office Manager and/or experience in the Ophthalmic industry. Experience with electronic practice management systems.
CERTIFICATES/LICENSES/REGISTRATIONS:
KNOWLEDGE/SKILLS/ABILITIES/TALENTS:
- Must have thorough working knowledge of front office and back office procedures and roles.
- Results Oriented (energetic self-starter; sets realistic goals; meets commitments; persistent, prioritizes daily to achieve results).
- Effective Team Builder (Character/Integrity; communicates openly; willingness to confront; motivator/inspirer; educator/trainer, promotes learning; effective assessor of talent; consistent)
- Customer Service Advocate (flexible and adaptive; empathetic; passionate; ethical).
- Process Focused Operator (data driven decision-maker; detailed; organized and structured; comprehensive knowledge of all operational processes; computer proficient).
- Financial Acumen (understands profit drivers; utilizes metrics to manage; builds the financial understanding of staff and clinicians; understands local market drivers and competition.
- Influencer (active listener/observer of behavior; builds trust with those requiring coaching; creates a win/win need for change; tailors coaching style to the individual’s needs; recognizes and celebrates improvement to sustain change).
- Requires knowledge of training practices, technology applications, and reporting systems; business correspondence and business reporting techniques; and business principles.
- Knowledge of Ophthalmology Clinic management and operations, as well as knowledge of best practices.
- Ability to respond to common inquiries from customers, staff, vendors, or other members of the community.
- Ability to draw valid conclusions, apply sound judgment in making decisions, and to make decisions under pressure.
- Ability to interpret and apply policies and procedures.
- Must address others professionally and respectfully by actions, words and deeds.
- Detail oriented, organized, process focused, problem solver, self-motivated proactive, customer service focused.
- Displays independent judgment by willingness to make timely and accurate decisions based on available information that is sometimes vague or limited in nature.
- Ability to multitask effectively and work in a fast paced and sometimes ambiguous environment, without compromising quality of work.
- Ability to prioritize tasks and projects with limited direction, while understanding and contributing to the success of the clinic.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
- This is primarily an office classification. Temperature conditions are controlled with limited direct exposure to hazardous physical substances. The noise level in the work environment is usually low to moderate. There is occasional exposure to irate staff, vendors or patients.
- While performing the duties of this job, the employee is regularly required to sit, stand, walk, handle, or feel, reach with hands and arms, see, talk and hear. The employee will frequently lift and/or carry reports, records and other materials that typically weigh less than 20 pounds. The employee is occasionally required to stoop, kneel, bend, or crouch.
- Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard, calculator, and other standard office equipment.
All of the information contained herein reflect general details as necessary to describe the principal functions of this classification, the level of knowledge and skill typically required and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements. Management reserves the rights to add, modify, change, or rescind the duties and/or work assignments of all positions, without advanced notice, and to make reasonable accommodations so that qualified employees can perform the essential functions of the job.
Notwithstanding any of the foregoing described job responsibilities, employee shall not engage in activities that constitute the practice of ophthalmology as prohibited under applicable law. Employee shall neither exercise control over nor interfere with the clinician-patient relationship. Clinicians shall have sole responsibility for all professional services provided to patients.
