The Practice Administrator is responsible for directing, supervising and coordinating, staff and operational activities at their designated practice site in order to provide quality, cost-effective care for our patients. The Practice Administrator will work closely with the physician and nursing leadership teams, as well as with the Service Delivery Operations team to assure that all financial, clinical, and quality goals along with patient satisfaction goals are achieved.

Under the direct supervision of the Director, Service Delivery Operations, The Practice Administrator will play a key role in developing policies and procedures, as well as workflows for a new multi- specialty clinic. This position will be responsible for the overall operations of their clinic hub site and overseeing the daily administrative process and activities of the registration area, referral teams and all other administrative teams, to ensure department standards are met.

This position is considered Hybrid, which means that individuals in this position may work both at an approved Offsite location and Onsite at a primary location or multiple locations based on Business Needs.

Essential Duties:

Operations Management:

• Responsible for developing and maintaining policies and procedures for administrative roles within the clinic.
• Manage operations of assigned clinic site; ensure compliance with standards of clinical care; maintain accountability for quality, safety, service, and operational excellence.
• Works closely with the Service Delivery Operations team, Nurse Manager, and Clinic Lead (Triad Leadership Team) and other clinical staff in a collaborative approach to implement excellence in service, achieve optimal clinical care outcomes, and utilize resources efficiently.
• Responsible for implementing site staff meetings and participates in practice improvement and other meetings as needed.
• Responsible for supervising the clinic Medical Administrative Clerks, including surveillance of their electronic medical record system scorecards as they relate to daily tasks to ensure staff are productive and efficient.
• Works with the Service Delivery Operations team to maximize clinic capacity and optimize customer service by analyzing and recommending changes in workflow processes or procedures while ensuring patient satisfaction, clinic flow, quality, financial and site productivity.
• 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.
• Responsible for provider template management; including creating, opening, closing, and monitoring of schedules.
• Maintains external relationships with community partners regarding provider clinic schedules and any educational/clinical trainings.
• Works closely with the revenue cycle management teams to ensure timely processing of billing, co-pays, and deposits including working the appropriate registration work queues in the EMR system.
• Assists the Nursing and Physician Leadership Team with onboarding of new providers and clinical support staff to include ERF (Employee Request Form) completion, communication to site team members, and preparation of orientation schedule if needed.
• In conjunction with the Triad Leadership Team, helps review and evaluate provider panels and monitors provider productivity.
• Monitor and maintain office supply and administrative equipment inventories according to budget and departmental needs.
• Oversees the daily activities of the registration areas to ensure department standards are met.
• Perform front-end registration and/or administrative tasks as a back-up in case of absence or high demand
• Demonstrates a willingness to be an active participant in initiatives that have fundamental impact on the organization.
• Performs any other duties as needed to drive the vision, fulfill the mission, and abide by the values of this organization.

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; 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 finance and Leadership to build and develop budgets and financial and operating processes and systems.
• Work in partnership with revenue cycle management to monitor efficiency and effectiveness of billing process and patient charges; coordinate with affiliate and partner organizations/providers as necessary.

Program Management
• Work with Service Delivery Operations team to develop long-term strategic plan(s) for assigned clinic site; with Nursing and physician leadership, outline yearly goals for clinic; 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 clinic’s ability to serve our population with an equity lens.
• Work with Project Managers 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 standards including Joint Commission and Central Health Policies and Procedures.

Knowledge/Skills/Abilities:

• Communicate with others in a clear, understandable, and professional manner both on the phone and in person.
• Demonstrated use of good written and verbal communication skills. 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, patient families, and other vendors in a manner that represents the CommUnityCare positively.
• Ability to lead high-performing team, 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.
• Knowledge of budget, billing, finance and managed care rules and regulations.
• Knowledge of medical practices and working knowledge of medical terminology.
• Experience with developing policies and procedures.
• Experience with managing clinic financials

People Management/Department Management/Business Unit Management:

• Ensure positive collaboration between clinic unit teams and promotes excellent customer service by all levels of the staff
• Assure clinic is open and appropriately staffed during regularly scheduled hours and special events and that the clinic site is available, operational, safe, and clean.
• Interview, 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.
• Ensures patient satisfaction, including troubleshooting when there is a complaint and developing process improvements to prevent recurrences.

MINIMUM EDUCATION:
• Bachelor’s Degree in Business, Healthcare Administration, Management, Public Health or related field

PREFERRED EDUCATION:
• Master’s Degree in Business, Healthcare Administration, Management, Public Health or related field

MINIMUM EXPERIENCE:
• 2 years related experience in an ambulatory care clinical environment
• 1 year experience in a medical office setting in a management/supervisory capacity.
• Demonstrated experience and proficiency with tools, technology and systems typically found in a healthcare environment (i.e. Microsoft Office Suite, Electronic Health Record systems, etc.).

PREFERRED EXPERIENCE:
• 5 years’ experience in a primary care, specialty or similar clinical practice.
• Any experience working in a Federally qualified health center (FQHC) or other safety net healthcare settings.
• Any experience with starting a new clinical practice or service line.

REQUIRED CERTIFICATIONS/LICENSURE: N/A

PREFERRED CERTIFICATIONS/LICENSURE: N/A

REQUIRED COURSES/COMPLETIONS (e.g., CPR) N/A