Ambulatory Operations Administrator I

CommUnityCare Health Centers; Pflugerville (TX); On-site; USD 100,000 - 140,000; Full time

Job summary

CommUnityCare Health Centers is seeking a Senior Practice Administrator to direct and coordinate activities across multiple clinics in the Pflugerville area. You will work with physicians, nursing staff and the Director of Operations to meet quality, financial and patient satisfaction goals.

The role emphasizes Lean, Six Sigma and PCMH initiatives to optimize clinic performance, improve care delivery and resource use. Strong leadership and communication are required.

Qualifications

• Bachelor’s degree in Business, Health Administration or related field.
• 3 years related experience with at least 2 years in a medical office management/supervisory role.
• Experience with LEAN, Six Sigma and PCMH strategies preferred.

Responsibilities

• Direct and coordinate staff across multiple practice sites to ensure quality and cost-effective care.
• Lead collaborations with physicians, nursing teams and Director of Operations to hit clinical and financial goals.
• Implement Lean, Six Sigma and PCMH initiatives to improve processes and patient outcomes.
• Monitor patient satisfaction data and drive improvement plans with staff and providers.
• Ensure compliance with regulatory standards and internal SOPs; manage site budget and resources.
• Oversee staffing, scheduling, and performance management of clinic staff.

Skills

Leadership

Project management

Healthcare operations

LEAN Six Sigma

Patient satisfaction

Communication

Budgeting

Education

Bachelor's degree in Business, Health Administration or related field

Master’s degree in Business, Health Administration or related field

Tools

Microsoft Office Suite

EMR systems

Patient record systems

Job description

The Senior Practice Administrator is responsible for directing, supervising and coordinating staff and activities at more than one designated practice sites in order to provide quality, cost-effective care for our patients. The Senior Practice Administrator will work closely with the physician and nursing teams, as well as with the Director of Operations to assure that all financial, clinical, and quality goals along with patient satisfaction goals are achieved.

Operations Management

• Manage operations of assigned clinic sites; ensure compliance with standards of clinical care; maintain accountability for quality, safety, service and operational excellence;
• Work closely with leadership, nurse manager, medical directors, physician providers and other clinical staff in a collaborative approach to excellence in service and clinical care, optimal outcomes, and efficient resource utilization;
• Develop, lead and utilize LEAN, Six Sigma and PCMH strategies, techniques and tools for process improvement and improve patient health care. Implement DSRIP projects as appropriate.
• Develop and support processes designed to engage all staff in the pursuit of operational and service excellence; regularly review patient satisfaction data and analyze for opportunities; involve staff and physicians in developing a plan for improvement when necessary; implement and maintain a weekly rounding process.
• Monitor and analyze all performance improvement and quality data; research best practice across ambulatory services and other organizations to continually improve the patient/family experience; proactively address performance/quality issues including thorough review with physician leaders for resolution.
• Conduct site staff meetings and participates in provider, practice improvement and other meetings as needed.
• Maximize capacity and optimize customer service by analyzing and recommending changes in organizational systems procedures and ensuring patient satisfaction, clinic flow, quality and financial and site productivity.
• Manage site activities related to federal and state funding sources and grants and ensure compliance with associated rules and regulations.

Financial Management

• Monitor and analyze financial and budgetary performance including explanation and justification of actual vs. budget variance, oversee initiation of capital requests and new programs; review department charge master at least annually to capture additional revenue; develop and oversee contracts specific to areas of oversight.
• Manage the operational and fiscal activities of the site to include staffing levels, budgets and financial and operating goals and plans and develops systems and procedures to improve the quality and efficiency of operations and meet productivity and quality goals.
• Work in partnership with Billing Director to monitor efficiency and effectiveness of billing process and patient charges; coordinate with affiliate and partner organizations/providers as necessary.

People Management

• Responsible for building and leading a high-performing staff. Select and evaluate staff based on their ability to contribute to organization/division/ clinic goals;
• Provide leadership, coaching, support, and training to staff. Responsible for staffing, performance management, professional development, recruitment and retention of staff.
• In partnership with the Nursing Manager, position will provide support for providing coaching on management and people leadership practices of the clinical support team, and ensuring compliance with all people-related policies and procedures.
• Hire and supervise staff in accordance with personnel policies and procedures including orientation and training, providing career development advice, establishing employee goals, conducting performance reviews, coaching, counseling and disciplining staff, and recommending terminations if needed.
• Develop and maintain strong and favorable internal and external relationships, partnerships with Community Care Collaborative, co-workers, including clinical managers, clinical support staff, providers and business office staff and other partners.
• Interact respectfully and collaboratively with patients and their families, striving to develop favorable relationships with families.

Program Management

• Work with Operations Director to develop long-term strategic plan(s) for assigned service lines; with Nursing Director and physician leadership, outline yearly goals for clinic sites; participate in planning process for program/service development and expansion;
• Prepare an annual evaluation of the service area and proactively identify opportunities to improve the clinics competitive position in the community; work with PR on marketing and communication programs, as necessary.
• Work with Project Manager to design, implement and develop new programs, renovations and expansions related to the site.
• Ensure all tasks provided and associated with patient care, patient administrative processes and related duties comply with all regulatory and accreditation standards including the Joint Commission, CommUnityCare Standard Operating Procedures and Travis County Healthcare District Policies and Procedures.

Knowledge/Skills/Abilities

• Communicate with others in a clear, understandable and professional manner on the phone and in person; and the demonstrated use of good written and verbal communication skills.
• Effective project management skills, including the ability to plan, organize and schedule work in an efficient and productive manner, focusing on key priorities and meeting deadlines.
• Ability to interact with peers, executives, patient families and other vendors in a manner that represents CommUnityCare positively.
• Ability to build and lead high-performing teams; must be able to provide clear and accurate direction and guidance.
• Exhibit sound judgment in decision-making.
• Ability to learn and apply new information, knowledge and experiences in a timely manner.
• Ability to be flexible and adaptable to change.
• Ability to work on multiple tasks and projects and to prioritize.
• Effective organizational skills and attention to detail; effective follow-through, and commitment to excellence.

MINIMUM EDUCATION

Bachelor’s Degree in Business, Health Administration or related field.Bachelor’s degree in Business, Health Administration, or related field.

PREFERRED EDUCATION

Master’s Degree in Business, Health Administration or related field

MINIMUM EXPERIENCE

• 3 years related experience with at least 2 years in a medical office, management/supervisory capacity.
• Demonstrated experience and proficiency with tools, technology and systems typically found in a healthcare environment (i.e. Microsoft Office Suite, patient record systems, EMR systems, etc.).

PREFERRED EXPERIENCE

• 5 years experience in a primary care group practice or integrated care delivery system.
• Knowledge of budget, billing, finance and managed care rules and regulations.
• Previous experience working with a specialty clinic highly preferred
• Membership in a professional organization such as Medical Group Management Association (MGMA) or American College of Healthcare Executives (ACHE) certification strongly preferred.