Practice Manager- Topsham Care Center

At Central Maine Healthcare our team members are committed to providing exceptional care and experiences for our community and for each other every day.

Position Summary:

Has overall responsibility of assigned CMMG Practice(s). Supports the operations, policies, and initiatives of the practice and promotes the organization’s mission to provide exceptional healthcare in a safe and trustful environment. Assists in the development and implementation of the strategic plan and guide staff to understand and support the mission and vision of CMHC. Lead/participate in performance improvement activities within the department with a goal to achieve best practice. Successfully monitor and maintain profitability, productivity, patient experience and staff engagement.

Essential Duties:

Leadership & Organizational Governance

• Serves as the champion of the patient experience
• Engage patients utilizing exceptional customer service practices in alignment with the Five Must Haves;
  • Greet people with a smile, friendly eye contact and say hello
  • Take people where they are going, rather than point or give directions
  • Use key words at key times. “Is there anything else I can do for you?”
  • Foster an attitude of gratitude.
  • Round with reason and purpose.
• Facilitates positive resolution of all patient complaints and inquiries within the required time frame. Takes appropriate action to recover from a service difficulty, ensuring that the necessary action is taken to affect a prompt resolution to the customer’s problem
• Ensures that Patient Experience data/reports through vendor are evaluated consistently observing for positive trends and opportunities
• Meets or exceeds targeted patient satisfaction goals
• Promotes team building, trust and respect in every aspect of the organization. Facilitates cooperation between providers, clinical and non-clinical staff as well as across inpatient and outpatient departments when appropriate to ensure seamless care delivery for patients and providers.
• Connects with, inspires and engages team members in a participatory decision-making environment with a “we” versus “I” approach.
• Works with other key individuals, including the Manager Provider in identifying, developing, implementing and monitoring initiatives that support the development of Best Practices within CMMG.
• Gains commitment of team to the organization’s mission, values and goals and to the department’s established goals. Translates this work into operational guidelines that achieve patient, family, physician and staff satisfaction
• Performs other related duties as assigned or described by the organization’s policy. Procedures, and HIPAA.

Operations Management

• Supervises day to day performance of all support staff, clinical staff, and manages practice operations in collaboration with other members of the leadership team.
• Coordinates daily workflow and practice operations including daily huddles and provides coverage as needed.
• Reviews Cerner Practice Management Reports in Business Objects daily/weekly/monthly as required and populate dashboards using this data.
• Leads practice efforts to maintain a state of regulatory readiness for JCAHO, State or CMS visits.
• Champion “excellence every day” to support infection prevention strategies and other patient safety Initiatives within the organization including Outside Eyes Visits.
• Direct the proper maintenance of the physical environment including furniture and other office furnishings according to standards supporting IP and Materials management policy.
• Collaborates with the contracting, credentialing and medical affairs offices.
• Interact daily with physicians, support staff, and patients to resolve problems as they occur.
• Coordinates CME’s with providers per policy and maintains records for each transaction.
• Assists in the development and implementation of policies and procedures, including review. Follows HIM policy related to medical record release, informed consent, and other EMR issues.

Human Resource Management

• Interviews, and recommends hiring, progressive discipline, or termination of personnel in collaboration with Human Resources Consultant and/or Employee Relations Specialist.
• Supervises, coaches and supports employees with patience and clarity, fostering positive and actionable feedback to staff during quarterly touchpoints and annual review.
• Ensures that employee onboarding plan is organized and competency documentation is completed. 90 day Evaluation returned to HR/and within managers file.
• Ensures that providers have an onboarding plan that is organized and efficient utilizing standard work
• Schedules and facilitates regular staff meetings and trainings to ensure staff competencies are being accessed, and maintain attendance records and minutes, as team dynamics mature, allow staff to facilitate when appropriate and participate in problem solving.
• Maintains appropriate staffing levels and skill mix for the safe provision of patient care
• Establishes a positive work environment through a culture of employee appreciation, recognition and acknowledgement of employee successes and contributions to the team.
• Manages the practices payroll within the payroll system, including resolution of payroll issues and edit logs. This includes insuring proper processing for FMLA, LOA, ESB and Choice Time in accordance with policy and regulations.

Financial Management

• Prepares operating and capital budgets.
• Monitors performance relative to budget and creates and manages action plans to address any budget variance as necessary which includes staffing and cost reductions.
• Prepares productivity reports and communicates with providers on a regular and ongoing basis.
• Manages processes to maximize practice revenues including template adjustments.
• Seeks support from finance analyst as needed. Access system for budget review and variance reports.
• Builds and maintains ongoing collaborative relationships with staff and providers in the practice to facilitate positive staff morale and support provider productivity by resolving problems and enhancing communication.
• Oversees all purchasing for the practice to include approving invoices, requisitions, ordering of supplies and preparing and processing check request as needed.

Quality

• Maintains up to date knowledge of JCAHO and CMS regulations affecting the practice.
• Promotes and supports a culture of safety.
• Ensures Practice have Safety Flip Chart and complete drills and surveys as directed by safety officer.
• Ensure Practice has a Safety Representative and s/he attends meetings regularly, and communicates with staff during huddles or staff meetings.
• Reports all adverse events and provides follow up documentation within CM Safety Event Reporting tools.
• Creates and operationalizes action plans to address any Practice safety concerns.

Education and Experience:

• High School Education

• BA Preferred, or combination of equivalent education and experience in healthcare management
• 3-5 yrs. experience in healthcare management with direct reports

Knowledge, Skills and Abilities:

• Experience working both independently and in team-based environments
• Must demonstrate reliability and accountability to the organization, team members and patients
• Exceptional communication skills
• Proficient with basic computer skills including use of Microsoft Office
• Experience and proficiency in QI process and implementation preferred.
• Ability to work under pressure with precision and accuracy and to handle multiple projects simultaneously
• Ability to engage patients and team members utilizing the CMH Experience Standards

  I am creating a warming, caring, and non-judgmental environment

  I am actively listening and seeking information

  I am honest, truthful, and consistent

  I am respectful, treating all individuals with dignity and empathy

  I am serving as a role model, taking both initiative and ownership when appropriate

  I am working collaboratively and demonstrating teamwork

  I am resilient and adapt to change in positive ways.

If you are passionate about making a difference and are looking for your next great career opportunity, we look forward to reviewing your application!