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The Ambulatory Practice Manager is responsible for the day-to-day operations in 1 - 2 designated practices within GBMC Health Partners. Under the direction of the Chief Operating Officer (COO), the Ambulatory Practice Manager proactively assesses and implements appropriate processes to ensure that all facets of ambulatory practice management are effectively addressed. This includes patient access, complete and accurate registration, revenue cycle management, payer contracting compliance, insurance referral and preauthorization requirements, health information management, patient flow, environmental safety, regulatory compliance, patient safety, quality initiatives, and patient experience. The Manager works collaboratively with physicians, advanced practitioners, and staff to ensure timely patient access to care, operational efficiency, practice optimization, and fiscal integrity. The position works with the COO (or their designee) to support the implementation or enhancement of clinic programs and services aligned with the Departments' strategic priorities. Oversees the quality and quantity of work and work method and preparation of budgets. Responsible for daily operations of two or more providers in a single location. This position has management responsibilities (e.g. hiring, terminating, performance management) and completes projects through leadership of others under their direct supervision. Oversees and monitors patient experience metrics for 1 - 2 practices to ensure customer satisfaction related to patient care, quality and customer service.
Education Associates Degree in Business Administration, Business Management, Health Administration or related field is required. Combination of experience and education may be considered. Experience 2 years of progressive years progressively responsible professional-level administrative and medical practice management experience is required. Supervisory experience required. Skills
- Knowledge of ambulatory medical practice/ physician practice operations.
- Knowledge of and proficiency in the use of Electronic Medical Record systems. EPIC is preferred.
- Proficiency in Microsoft Office applications - Word, Excel, PowerPoint, etc.
- Knowledge of clinical and business compliance requirements.
- Understanding of physician practice billing systems preferred.
- Organizes and prioritizes work to meet changing priorities.
- Develops and recommends departmental policies to senior management of the department.
- Uses sound judgment and data to identify potential problems and works collaboratively with others to achieve improvement.
- Strong organizational skills in managing multiple priorities.
- Uses critical thinking skills regarding use of the medical practice/business operations software applications.
- Highly effective written and verbal communication with the ability to compose, type, proofread and interpret correspondences and reports.
- Effective interpersonal skills to establish working relationships that foster optimal quality teamwork and learning.
- Detailed understanding of medical practice/business operations workflows.
- Ability to effectively lead, supervise and coordinate the work of staff.
- Ability to delegate tasks to direct and indirect reports.
- Ability to work with diverse personalities and competing priorities to implement projects and tasks.
- Excellent customer service skills.
- Ability for problem solving and addressing issues raised by physicians, employees, and patients
Licensures, Certifications CPC, CMPE, CMOM, CMMM, CPPM or CSPPM preferred.
Patient & Workplace Safety: Principal Duties and Responsibilities:
- Oversees and directs the work of clerical and clinical employees engaged in one or more of the following activities: medical secretarial support, medical transcription, office assistants, administrative support, patient billing and the like.
- Accountable for budget in coordination with CFO, GBMC Health Partners and COO.
- Develops and interprets information from a variety of systems and reports.
- Participates in the continued evaluation and improvement of the patient registration process.
- Develops innovative means to deliver content knowledge through effective training programs.
- Directs, supervises and coaches front office and clinical staff daily.
- Managing the flow of the clinic to insure compliance, efficiency and patient satisfaction.
- Manages human resources within established productivity guidelines and the personnel budget. Facilitates training and development efforts. Maintains employee competencies. Monitors and reviews work performance of the staff. Interviews and selects personnel. Responsible for carrying out all established policies.
- Develops and implements work processes for all areas of responsibility. Ensures compliance with institution, state and federal regulations.
- Processes credentialing material submitted by attending physicians. Maintains credentialing and compliance with participating insurance companies.
- Compiles data related to operating and capital budgets for assigned areas and develops same. Administers and monitors adherence to budget and notifies superior of significant deviations.
- Full Profit and Loss responsibility of the physician practice, including revenue, expenses and budgeting
- Ensures equipment and supply levels are appropriately maintained. Arranges for repair of equipment, order supplies from warehouse and/or vendors, and so forth. Recommends purchase of new supplies and equipment.
- Maintains a variety of records and logs reflecting department activities, compiles data from same and prepares regular and special reports for superior.
- Responsible for more complex and sensitive tasks and handles issues of a confidential nature.
- Maintains and/or oversees multifaceted computerized scheduling system.
- Oversees the management of 1 - 2 practices with moderate level/FTE producing practices. Evaluation operational needs and providing recommendations to continually improve against budget and standards.
- Is responsible patient satisfaction in practice(s)? Investigates and responds to patient complaints and modifies office systems to maximize patient satisfaction. Implements changes to improve satisfaction scores. Measures and runs reports from internal and patient satisfaction portals, communicates scores and progress to staff and physicians.
- Supports and implements ongoing computerization and networking through MIS initiatives. Oversees multifaceted computerized scheduling and billing system. Acts as a super user for the department and assists in onboarding new employees in relation to IT needs. Acts as a first responder for IT issues within the practice(s).
- Develops staff through coaching, mentoring, rewarding, training and guiding.Completes performance evaluations for direct reports and works with direct reports to establish performance standards for work assignments, monitors work assignments, standards, performance, and goals. Fosters a team environment. Delegates appropriately to subordinates and accepts feedback. Oversees the responsibilities of assistant managers and other practice leads.
- Participates in monthly quality audits, handles patient grievances, ensures a safe environment for patients and staff.
- Ensures a safe working environment for patients and staff. Participates in PDSA activities related to patient events and grievances. Redesigns processes to improve staff satisfaction and patient safety based on PDSA results. Communicates concerns with appropriate team members. Participates in monthly and quarterly quality and safety audits.
- Ensures staff are trained in appropriate competencies (Epic, MA CPR, Lawson, etc.)
- Requests consultations with other departments, as necessary. Acts as liaison with Finance, Billing, Access Center and other Department stakeholders.
- Develops and establishes new workflow procedures and standards to improve efficiency and effectiveness within the Practice.
- Monitors financial information to ensure appropriate utilization of workforce to include patient care coverage, RVU targets and patient satisfaction metrics.
- Establishes and maintains a working relationship and trust of the physician(s). Works in collaboration with the physician practice lead and informs lead physician, or designee, of all issues which affect the practice.
All roles must demonstrate GBMC Values: Respect I will treat everyone with courtesy. I will foster a healing environment.
- Treats others with fairness, kindness, and respect for personal dignity and privacy
- Listens and responds appropriately to others' needs, feelings, and capabilities
Excellence I will strive for superior performance in every aspect of my work. I will recognize and celebrate the accomplishments of others.
- Meets and/or exceeds customer expectations
- Actively pursues learning and self-development
- Pays attention to detail; follows through
Accountability I will be professional in the way I act, look and speak. I will take ownership to solve problems.
- Sets a positive, professional example for others
- Takes ownership of problems and does what is needed to solve them
- Appropriately plans and utilizes required resources for various job duties
- Reports to work regularly and on time
Teamwork I will be engaged and collaborative. I will keep people informed.
- Works cooperatively and collaboratively with others for the success of the team
- Addresses and resolves conflict in a positive way
- Seeks out the ideas of others to reach the best solutions
- Acknowledges and celebrates the contribution of others
Ethical Behavior I will always act with honesty and integrity. I will protect the patient.
- Demonstrates honesty, integrity and good judgment
- Respects the cultural, psychosocial, and spiritual needs of patients/families/coworkers
Results I will set goals and measure outcomes that support organizational goals. I will give and accept help to achieve goals.
- Embraces change and improvement in the work environment
- Continuously seeks to improve the quality of products/services
- Displays flexibility in dealing with new situations or obstacles
- Achieves results on time by focusing on priorities and manages time efficiently
Pay Range $58,683.41 - $99,761.79
Final salary offer will be based on the candidate's qualifications, education, experience and alignment with our organizational needs. COVID-19 Vaccination All applicants must be fully vaccinated against Covid-19 or obtain a GBMC approved medical or religious exemption prior to starting employment at GBMC Healthcare, to include Gilchrist and GBMC Health Partners. Equal Employment Opportunity GBMC HealthCare and its affiliates are Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and expression, age, national origin, mental or physical disability, genetic information, veteran status, or any other status protected by federal, state, or local law.
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Greater Baltimore Medical Center (GBMC)
Dec 20, 2024