Practice Manager- Eye Care

at  The Dimock Center

SUMMARY/OBJECTIVE:

A key part of the multidisciplinary team, the Practice Manager is responsible for the oversight of the operations of the Eye Clinic to ensure smooth, patient centered delivery of services.

REQUIRED EDUCATION AND EXPERIENCE

1. Bachelor’s degree in related field required, Master’s degree preferred.
2. 3-5 years demonstrated experience in an ambulatory environment required.
3. Supervisory experience required.
4. Bilingual Spanish speaker preferred.

ESSENTIAL FUNCTIONS

1. Collaborates with the clinical team to impact patient volume, help meet budgeted target goals, and facilitate patient outreach.
2. Monitors systems to track new patient “inflow” and “outflow” rates.
3. Initiates letters for patient communication, including new provider communications, mass outreach mailings, and coordinates population health outreach mailings.
4. Assists the clinical team with clinician scheduling changes, flag issues; oversees “bump” list of appointments to be rescheduled. Monitors providers’ schedules for accuracy of appointments booked (i.e., correct PCP, following individual clinic scheduling rules, maximizing schedule to ensure all slots are filled, producing reports and monitoring the day to day volume).
5. Receives calls when operations staff call out, maintains attendance records, posts operations staff schedules and ensures adequate coverage of all shifts.
6. Produces monthly providers’ schedules and post to shared folder alerting clinical director of any scheduling issues that warrant intervention.
7. Notifies answering service with call schedule, holidays, changes in clinic opening.
8. In conjunction with the Director of Operations, address DNKA’s including pattern recognition, interventions to address, and monitoring of results.
9. Tracks billing from start to finish, corrects returned items, responds to denials utilizing Laserfiche, ECW and PMG; monitors patterns of denials, troubleshoots sources of problems, and implements fixes.
10. Assists the Billing Liaison with investigating billing conflicts by providing all necessary clinical and insurance information that will lead to a satisfactory resolution.
11. Hires, with assistance from HR, Patient Access Coordinators, Referrals Coordinators, Unit Coordinators and Medical Interpreters.
12. Evaluates, supervises, and schedules Patient Access Coordinators, Referrals Coordinators, Unit Coordinators and Medical Interpreters.
13. Facilitates onboarding of new staff (computer access, email, passwords, provides all resources required for the job); provides necessary training to ensure success in the position.
14. Enhances staff skills through coaching, professional training opportunities, mystery shopper feedback, and regular group meetings.
15. Oversees the ongoing work of Referrals Coordinators to ensure the timely processing of referral requests, proper documentation and tracking, and patient care follow up.
16. Oversees the ongoing work of Unit Coordinators to ensure that administrative needs are being met and that staff have the training, resources and time allocated to address them.
17. Oversees the ongoing work of Medical Interpreters to ensure that clinical needs are being met for appropriate patient translation services.
18. Manages operating staff schedules and ensures adequate coverage during all clinical hours of operation.
19. Ensures staff and provider payroll is prepared for Director of Operations to process.
20. Builds system, with clinical input, to track inventory and oversees the ordering of medical and office supplies.
21. Follows up on outstanding purchase orders, track orders, return items.
22. Liaises between clinical staff and IT staff to address hardware/software break fix issues.
23. Provides administrative support for grant projects, insurance provider requests for data, etc. as needed.
24. Serves as Administrator on Site one Saturday a month.
25. Responds to patient complaints in person and by telephone, bringing about a satisfactory resolution for the patient/staff involved. Properly documents the complaint and process according to established protocols.
26. Other duties as assigned.

OTHER DUTIES

Note this job description is not designed to cover a comprehensive listing of duties that are required of the employee for this job. Duties and responsibilities may change at any time with or without notice.