Practice Manager - Urgent Care - Regional

IHA; Brighton; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading healthcare organization based in Brighton is seeking a manager for their Urgent Care practices. This role involves overseeing clinical and administrative responsibilities, ensuring quality care, managing staff, and fostering a positive work environment. Candidates should have leadership experience in a medical office, excellent communication skills, and the ability to manage multiple locations effectively. This position offers a dynamic work environment focused on enhancing patient satisfaction and staff well-being.

Qualifications

• Ability to manage multiple urgent care sites.
• Excellent communication skills in both written and verbal forms.
• Prior leadership experience in a medical office environment.

Responsibilities

• Oversee clinical and administrative aspects of urgent care practices.
• Manage the work of assigned staff including hiring and training.
• Ensure compliance with patient safety regulations.

Skills

Leadership

Communication

Time Management

Problem Solving

Team Collaboration

Education

Bachelor’s degree or equivalent experience

Tools

EMR software

Microsoft Word

Microsoft Excel

Job description

POSITION DESCRIPTION

Responsible for working with Physician Leadership to oversee the clinical and administrative aspects of the practice(s), including practice profitability, revenue goals and CORE metrics. This includes accountability for clinical quality of care, customer satisfaction, staff satisfaction, productivity, revenue enhancement, managed care performance, staff leadership and assuring adequate access for patients. Manages multiple Urgent Care offices.

ESSENTIAL JOB FUNCTIONS

Leadership Responsibilities

• Works with Physician Leadership to develop the vision and direction of the practice in alignment with IHA’s priorities.
• Works with practice providers and practice management team to develop, implement and manage the CORE Work plan.
• Assures that the highest quality of care is delivered by the practice(s):
• Reviews patient care quality data and peer review data and develops action plans as necessary.
• Reviews practice risk assessment regularly.
• Monitors continuing medical education of the team.
• Ensures the patient satisfaction scores related to the office demonstrate continuous improvement.

Management Responsibilities

• Manages multiple clinics.
• Manages the work of assigned staff including the monitoring of staff competencies, hiring of new staff, orientation of new assignments, developing goals and objectives, conducting annual performance appraisal and the utilization of performance resolution process when needed. Works with staff supervisors, Physician Leadership and HR to address personnel issues.
• Creates a positive and productive work environment to attract and retain staff, providers and patients.
• Works closely with Physician and Office Leadership and the Program Director, to ensure that IHA employees are of the appropriate number and mix of competencies, skill levels, educational and experiential backgrounds, and other qualifications.
• Organizes and implements orientation and training programs for all new staff and providers under the guidance of Physician Leadership.
• Promotes educational opportunities for staff and providers; develops future leadership within the office.
• Reviews annual staff and provider satisfaction reports with Physician and Office Leadership, providers and staff; develops, implements and monitors ongoing improvement plans.
• Contributes to the evaluation and improvement plans for Physicians/APPs.
• Ensures efficient, effective and adequate provider and staff scheduling to maintain appropriate staffing to ensure superior patient care is provided at IHA’s Urgent Care facilities. Timekeeping and payroll for site leadership.
• Is liaison for Program Manager and Radiologist.

Compliance Responsibilities

• Ensures that the practice maintains a physician documentation and coding audit program.
• Accountable, with Physician Leadership, for assuring compliance with patient and staff safety regulations.
• Supports Physician and Clinical Leadership with producing plans for improving quality and patient safety.

Communication Responsibilities

• Administers regular provider and staff meetings to gather feedback, ensures appropriate patient access and develops teamwork. Assures that all office staff and providers have support and accurate information about IHA activities and goals.
• Meets regularly with Physician Leadership and Program Manager to review progress and problems in the practice.
• Works with Program Manager and Radiologist to develop and clarify clinical protocols for staff. Keeps staff informed on any change in guidelines or protocols and information pertinent to job requirements.
• Attends Divisional Operating Team and Practice Manager meetings and others as required.
• In conjunction with Physician Leadership, meets regularly with practice providers to review material from Operating Team meetings, financials including provider productivity and budget status report, and to review progress on goals and CORE work plan.

Fiscal Responsibilities

• Develops and manages practice annual budget.
• Reviews monthly financial data and develops meaningful tools to assist Physician Leadership in the understanding of how the practice(s) are performing.
• Prepares and responds to monthly budget variance reports.
• Monitors monthly statistical reports and practice trends and develops actions plans accordingly.
• Works with the Program Manager to develop cost-effective staffing models and office operations.

Other Responsibilities

• Participates in new business development as appropriate for practice.
• Manages equipment maintenance and repairs.
• Implements effective, quality marketing programs.
• If credentialed, may act as a back up to Imaging staff.
• Attends required meetings and training, and participates in committees as requested.
• Performs other duties as assigned.

ORGANIZATIONAL EXPECTATIONS

• Creates a positive, professional, service-oriented work environment for staff, patients and family members by supporting the mission and values of both IHA and Trinity Health.
• Must be able to work effectively as a member of the leadership team.
• Successfully completes IHA’s “The Customer” training and adheres to IHA’s standard of promptly providing a high level of service and respect to internal or external customers.
• Maintains knowledge of and complies with IHA standards, policies and procedures.
• Maintains complete knowledge of office services and in the use of all relevant office equipment, computer and manual systems.
• Maintains strict patient and employee confidentiality in compliance with IHA and HIPAA guidelines.
• Serves as a role model by d emonstrating exceptional ability and willingness to take on new and additional responsibilities. Embraces new ideas and respect cultural differences.
• Uses resources efficiently.
• If applicable, responsible for ongoing professional development – maintains appropriate licensure/certification and continuing education credentials, participates in available learning opportunities.

ESSENTIAL QUALIFICATIONS

EDUCATION: Bachelor’s degree is preferred; combination of 1-2 years’ college coursework and 2 or more years’ relevant work experience will be considered in lieu of a Bachelor’s degree; additional experience will be considered if there is no college coursework.

CREDENTIALS/LICENSURE:

MINIMUM EXPERIENCE: Prior leadership experience in a medical office environment or other relevant professional experience; requires a minimum of 2 years in combination with meeting education requirements. Two years of experience directly supervising non-exempt staff is required; however, may consider leadership role in lieu of direct supervision as equivalent experience.

POSITION REQUIREMENTS (ABILITIES & SKILLS)

• Considerable knowledge of health care functions, including clinical functions, medical billing and coding procedures, reimbursement practices and quality improvement initiatives.
• Knowledge of the legal and compliance aspects of health information systems and best practices in medical office operations.
• Ability to manage multiple Urgent Care sites.
• Ability to coordinate, direct and supervise the work of others.
• Proficient in operating a standard desktop and Windows-based computer system, including but not limited to, EMR software, Microsoft Word and Excel, intranet and computer navigation. Ability to use other software as required while performing the essential functions of the job.
• Excellent communication skills in both written and verbal forms, including proper phone etiquette. Ability to speak before groups of people, either in-person or virtually, and resolve conflict in situations where the audience may be less than receptive.
• Ability to work collaboratively in a team-oriented environment; displays courteous and friendly demeanor.
• Ability to work effectively with various levels of organizational members and diverse populations including IHA staff, providers, patients, family members, insurance carriers, vendors and the general public.
• Ability to cross-train in other areas of practice in order to achieve smooth flow of all operations.
• Good organizational and time management skills to effectively juggle multiple priorities, time constraints and large volumes of work.
• Ability to exercise sound judgement and problem-solving skills.
• Ability to analyze and interpret data for appropriate and effective response.
• Ability to handle IHA staff and organizational information in a confidential manner.
• Ability to travel to other office/practice sites and meeting and training locations.
• Successful completion of IHA competency-based program within introductory and training period.

MINIMUM PHYSICAL EXPECTATIONS

• Physical activity that often requires sitting or standing, keyboarding, filing and phone work.
• Physical activity that often requires extensive time working on a computer.
• Physical activity that sometimes requires walking, standing, bending, stooping, reaching, and/or twisting.
• Physical activity that sometimes requires lifting, pushing and/or pulling under 30 lbs.
• Specific vision abilities required include close vision, depth perception, peripheral vision and the ability to adjust and focus.
• Manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment.
• Must hear and speak well enough to conduct business over the telephone or face to face for long periods of time in English.

MINIMUM ENVIRONMENTAL EXPECTATIONS

This job operates in a typical office environment which involves frequent interruptions, changing priorities and significant interaction with people which can be stressful at times.