*Rowan-Virtua SOM Internal Applicants Only*

Job Title:  Practice Manager

Department:  Family Medicine

Reports to:  Director of Administration, Department of Family Medicine

SUMMARY:  Comprehensive oversight of all Clinical Practice Operations. Works in coordination with the providers and Practice Supervisors to assure that DFM providers are provided with necessary support to deliver high quality patient care and assures that all department requirements and goals are met as outlined in university and Virtua affiliate policies. This oversight includes, but is not limited to: front desk operations, billing procedures, patient satisfaction, hiring, training, supervising, evaluating and terminating staff, and resolving complaints. Performs various administrative services for Family Medicine departments as directed by the Director of Administration. Coordinates office support operations and ensures that practice operations are running efficiently through all  Family Medicine clinical locations. Oversees activities of the Practice Supervisors in all Family Medicine clinical locations. 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following: 

Staffing: 

• Supervises and assists with the overall daily operations of practice locations. Responsible for all practice related activities involving personnel management, patient billing, patient satisfaction, facility issues, and implementation of department/office policies and procedures, ensure all revenue cycle management workflows in order to maximize efficiency are completed.

• Maintains time and attendance records for Practice Supervisors, including payroll.

• Serves as a back-up to the Director of Administration for emergent situations and as needed.

• Oversees and assists with schedules for employee activities and responsibilities to make maximum effective utilization of staff, equipment, resources and materials within budgetary requirements. 

• Makes recommendations and supervises Practice Supervisors regarding the hiring, firing, promoting, and/or disciplining of employees and other personnel changes.

• Ensures adequate staff relative to the number of providers and patients.

• Trains, supervises, and evaluates the performance of the Practice Supervisors.

• Evaluates patient flow and redirects staffing as needed to increase efficiency and to reduce cost.

• Works with Practice Supervisors to resolve any conflicts regarding Practice Medical Staff.

• In conjunction with Practice Supervisors, monitors and evaluates the performance of the medical staff to assure a safe, efficient and courteous environment for patients and all team members.

• Assures Practice Supervisors are accountable at their respective sites for completion of daily, weekly, monthly assignments, using the Manager Dashboard tool.

Clinical Duties:

• Works with Practices Supervisors to ensure staff perform all responsibilities in accordance with existing regulations (OSHA, CLIA, etc.) 

• Works with Practices Supervisors to ensure proper sterilization procedures are available to clinical staff and that all staff comply with proper procedures.

• Works with Practices Supervisors to ensure medications are stored properly and that access is given only to those authorized.

• Works with Practices Supervisors to ensure proper vaccine tracking and NDC recording, monitoring of vaccine equipment (ex: Sensaphone)  and maintains disaster recovery plans for vaccines.

• Works with Practices Supervisors to ensure clinical offices are maintained in a professional and orderly manner whereby appearance in the clinical area is appropriately maintained and ensures staff appearance reflects professionalism.

• Trains staff on procedures and clinical information related to triaging of patient phone calls.

• Trains staff on procedures and clinical information related to triaging test results and determined abnormal results for provider review.

• Works with Practice Supervisors and providers to ensure patient management protocols are available as needed.

Administrative Duties:

• Serves as the direct supervisor of the Family Medicine Call Center including:

  • Ensures all aspects of proper staffing, including hiring, scheduling and payroll management

  • Regularly reviews phone metrics including answer rates, hold times and not ready percentage, etc and works with staff for continued improvement on these metrics.

  • Ensures supervisor compliance with call monitoring and remediation of staff performance

  • Completes annual evaluations for call center staff

• Serves in the capacity of Practice Supervisor to the DFM Psychology division, as the primary point-of-contact for administrative and operational issues within the service line.

• Works with Practices Supervisors to ensure maintenance of inventory, supplies and equipment as needed, in a fiscally responsible manner.

• Works with Practices Supervisors to ensure calibrations of equipment as suggested by the manufacturer to ensure equipment is ready for patient use.

• Serves as the primary responsible party for monitoring all work queues in the DFM, alerting the Director of Administration to any issues as necessary. 

• Oversees front desk and clinical audits in conjunction with Virtua and/or NJ State regulatory officials.

• Runs required Epic Reports as requested.

• Coordinates daily Huddle calls with Practice Supervisors to ensure proper staffing for office and other management items as needed.

• Serves as primary contact person for security and answering services

• Works with the Manager of Clinical + Educational Operations to ensure reconciliation of office level finances occurs routinely. 

• Works with Plant Operations and Practice Supervisors to assure all offices are in good repair and pleasant in appearance.

• Maintains all necessary records in accordance with federal, state, university, and departmental regulations. Monitors all necessary policies and records accordingly.

• Expedites and coordinates services such as maintenance, service and repairs, and supplies.

• Prepares and distributes weekly reports on Open Encounters ensuring that encounters are closed in a timely manner as per Virtua policy.

• Prepares and distributes weekly reports on provider inbaskets.

• Oversees onboarding and offboarding of providers

General Responsibilities:

• Always treat others with compassion, dignity, and respect.

• Complete all assigned training and modules.

• Supports and adheres to all applicable policies.

• Understands and adheres to compliance standards 

• Keeps abreast of all pertinent federal, state and local regulations, laws and policies as they presently exist and as they change or are modified. 

• Works with Practices Supervisors to ensure that the staff are trained and evaluated on their knowledge of and adherence to compliance policies and procedures specific to their jobs. 

• Performs other related duties as assigned. 

QUALIFICATIONS: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. 

• Education: Bachelor's Degree in a health-related field preferred.

• Experience: Two (2) years' supervisory experience in an office setting required. Must have working knowledge of medical terminology. Must be able to work evenings and Saturdays as needed. Demonstrated ability to work independently, demonstrated excellent communication and organization skills, ability to multitask and to be flexible is required. Knowledge of Windows based programs is required. Knowledge of EMR and Practice management software required. 

SALARY INFORMATION 

NOTES:

Only Rowan-Virtua SOM Internal Applicants will be considered

Only completed, online applications submitted on or before the deadline will be considered.

Candidates must be legally authorized to work in the US, and the University will not sponsor an applicant for a work visa for this position.