Practice Manager II

Job Summary

This position manages the day-to-day operations of a large or multi-site outpatient clinic, health center or a complex procedural practice and takes complete ownership for the successful operations including financial, employee engagement and retention, and patient experience. Responsible for ensuring that high quality patient care and customer service is delivered in the most financially efficient way. Works in a strong dyad or triad relationship with the physician practice lead(s) and/or clinical leadership on staff, leader and provider recruitment, development and retention. Collaborates with all Banner leaders in the market and the medical group to provide seamless and integrated service to our patients. Partners with market manager to build and maintain community partnerships /relations and seeks new ways to work together that builds Banners market share and brand. Partners with Public Relations and Marketing to support location, provider and/or specialty promotion which includes responsiveness to requests for information from PR/Marketing; identifying and securing providers for media relations opportunities; and providing staff for events that drive exposure/outreach in the community.

Essential Functions

• Responsible for strong financial performance through ensuring proper controls and practices are followed and documented to secure the financial viability of the practice. Prepares and executes budget; monitors and approves payroll, ordering of supplies, and inventory. Also ensures accurate charge capture.

• Provides exceptional leadership and promotes teamwork and collaboration. Creates an environment that supports high employee and physician engagement. Strategically selects, on boards, continuously develops, rewards, retains, and provides transparent performance feedback to all staff, leaders, and physicians. Maintains competencies to function in any of the staff roles as needed in order to support efficient operations. If in a clinical capacity, the incumbent must possess the appropriate licensure to function in the role.

• Ensures compliance for various accrediting bodies and government agencies and performs all necessary reviews, audits, education, and training to maintain compliant status. Serves as the compliance liaison in designated practices.

• Determines physical maintenance and equipment needs and repairs and coordinates with internal or external resources. Resolves problems relating to the physical plant on a day-to-day basis to ensure the environment support our employees engagement and meets our patients expectations.

• Collaborates with market manager to build and maintain community partnerships and relationships to attract new customers, retain existing customers and support Banners desired brand positioning. Partner with Public Relations and Marketing to support location, provider and/or specialty promotion.

• Continuously monitors the operations and workflow and revises operational procedures as necessary, in alignment with system practices, to ensure efficiency and drive extraordinary results. Constantly identifies and implements areas for improvement and efficiencies including identified quality indicators. Develops and maintains a culture of safety in order to prevent or reduce errors and improve quality for patients, providers, and staff.

• Provides highest level of patient experience by ensuring data is monitored on a regular basis and staff are constantly exhibiting behaviors and services that our patients expect and deserve. Coach staff as appropriate to optimize the patient experience and lead by example creating a personalized experience for customers. Proactively leads service recovery activities.

• Responsible for developing and implementing solutions on a project basis for Strategic Initiatives, Service Excellence, or Quality Measures. This work may have broader impact and scope beyond the incumbents assigned practice area. Provides influence and mentorship to less tenured Practice Managers and Supervisors. May also have a Practice Manager I as a direct report(s) and may serve in an interim capacity over a vacant practice.

Minimum Qualifications

Requires a level of business, consumer, and financial knowledge as normally obtained through the completion of a bachelors degree in healthcare administration, business, consumer, finance or related field.

Must possess an entrepreneurial spirit, be comfortable with and have the skills to lead a small business, while still being able to manage in the confines of an integrated healthcare system. Must possess knowledge of health care, business, retail, service or hospitality industry gained through at least 2 years of experience in a related setting with accountability and responsibility for meeting/exceeding key performance metrics. Requires the ability to develop, implement, evaluate and adjust an operational vision for the clinics under them. Has a high level of interpersonal skills to be able to deal with operational and clinical staff that may have different priorities or views regarding a particular subject or issue. Continually monitors the functioning of the clinic and revises operations as needed. Able to work within a rapidly changing environment while helping to develop and implement a system to ensure that established policies, goals and objectives are achieved. Requires exceptional collaboration, communication, decision making, organizational and interpersonal skills. Must have the ability to establish and maintain effective working relationships with physicians, leaders, and staff employees. A proven ability to drive team and individual performance to reach or exceed key performance metrics. Requires the ability to manage multiple changing priorities in an effective and organized fashion in an ambiguous environment. The ability to practice flexibility, maintain composure, show courage, and apply change management skills is required.

Preferred Qualifications

Additional experience or education within the field of business, consumer, finance, and administration. Experience working in a managed care environment or integrated delivery network beneficial.

Additional related education and/or experience preferred.