Outpatient Practice Director - Southeast Vermont & Springfield, MA

SUMMARY

The Practice Director is an integral member of the practice team and is responsible for daily operations and business strategy, overseeing all day-to-day operations, to ensure optimal efficiency and business goals are met within budget. The Practice Director should be responsible for making sure that the administrative aspects of the office run smoothly, managing staff efficiently, and handling patient concerns. A strong Practice Director can alleviate administrative burden on medical and clinical staff. The Practice Director oversees all aspects of the medical and clinical office with much of the work occurring behind the scenes. Performs clerical, administrative and practice coordination work in support of the Outpatient and Community Services programs. As an effective leader, the Practice Director also influences the atmosphere and relationships of the team and should be effective in: ?

  • Facilitating, encouraging and participating in improvement efforts alongside team members and patients
  • Communicating clearly and effectively with team members and stakeholders to ensure forward progress of the practice goals 
  • Demonstrating humility and displaying interest in team members
  • Establishing daily processes that provide the team flexibility to perform as effectively as possible 
  • Teaching and coaching patiently and with clarity
  • Fostering positive and actionable feedback to staff 
  • Seeing a patient for a physical, etc. utilizing one's Certified Medical Assistant skillset (if applicable).

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Day-to-Day Practice Operations and Business Strategies - oversee all day-to-day operations to include staff schedules, conduct team huddles, address patient concerns, meet with providers and external vendors and business goals are met within budget to ensure optimal efficiency.
  • Strategic Planning and Practice Expansion - Prepare Return on Investment (ROI) analyses, consider the need for additional providers, negotiate contracts and grow patient expansion of the practice.

·  Billing and Accounting - Assist with payer contract negotiations, manage obtaining and conducting of insurance verification and authorization, bill coding and reports, payroll, prepare budget and variance reports.

  • Strong Communication Skills – Possess strong leadership and communication skills. Must be able to effectively communicate with everyone who passes through the office (physicians, clinical and administrative staff, patients, external vendors, etc.).
  • Behavioral Characteristics – Must be even-tempered, approachable, and have excellent people skills to keep staff motivated and working efficiently.

  • Conflict Resolutions Skills – Should be able to quickly address, mediate, and resolve conflicts during high-stress situations.  
  • Multi-Tasking Ability and Detail-Oriented – Possess an eye for detail and capable of streamlining routine office processes. The Practice Director should know when and how to delegate tasks when needed.  

·  Remain Current in Healthcare Trends - Obtain practice management certifications, maintain professional organization memberships, attend continuing education courses/webinars? 

·  Human Resources and Personnel - Resolve conflicts, maintain personnel records, hire/orientate/evaluate/ gain accountability from staff/coach up or out staff, develop job descriptions and office policies

·  Legal Compliance - Ensure all federal and state laws and guidelines are followed (e.g. OSHA, CLIA, HIPAA, FMLA), maintain current licensures and CPR for clinical staff, ensure that medical records are properly stored and released

·  Manage Expenses - Explore competitive pricing for supplies, bio-hazard waste removal, consultant fees, office equipment and supplies, etc.?

·  Serve as primary receptionist and/or administrative contact (as needed) to schedule clinicians/Medical Director/Nurse Practitioner's appointments utilizing a staggered scheduling system with the Electronic Health System (EHR) as required.

·  Complete and/or oversee the initial intake consent records upon admission.

·  Maintain professionalism with patients and collateral when providing customer service (in person/phone/written).

·  Maintain computerized and manual admission and discharge systems as directed.

·  Enter and accurately maintain data for all computer-based programs on a timely basis as required.

·  Complete and/or oversee the proper identification of all clients to appropriate billing source, process billing data in the Electronic Health Record system.

·  Complete and/or oversee proper collection of patient copays and accurately document collection.

·  Complete and/or oversee proper performance of bookkeeping for petty cash and checking accounts.

·  Complete and/or oversee proper forwarding of invoices for timely processing.

·  Complete and/or oversee the proper maintenance of inventory of office supplies.

·  Complete and/or oversee the proper preparation, process and filing of documents.

·  Complete and/or oversee the proper preparation and presentation of weekly reports tracking business trends regarding Show, No Show, completions, discharges, and patient follow-ups and other pertinent data sets as assigned

·  Complete and/or oversee the proper maintenance of accurate census reports and rosters.

·  Complete and/or oversee the proper quantitative component of the Quality Improvement Audits (6% of all files per quarter).

·  Serve as liaison between the program and Regional Office to administer personnel, accounting, billing and/or  other policies and procedures.

·  Assist with orientation and onboarding process with new staff.

·  Support MAP center and data tracking as directed.

·  Attend training as directed.

·  Perform other duties as assigned.

 

COMPETENCIES

§  Demonstrates compassion, empathy and respect for clients and staff in all interactions.

§  Maintains objectivity and appropriate boundaries toward patients and staff through thoughtful decision-making, based upon accurate information.

§  Serves as a role model through positive, appropriate conduct, attire and participation in special agency events.  Projects a positive and professional image to the public.

§  Demonstrates patience and consideration in all dealings.

§  Promote self-help concepts and encourage clients to solve their own problems while encouraging clients to use each other for support.

§  Ensures employee and client confidentiality regarding all information and records in accordance with local, state and federal statutes.

§  This position may require periodic travel to other sites within the region.

§  Ability to promote and demonstrate “Every Time Behaviors” Teamwork model.

§  Ability to promote and demonstrate Phoenix House's ICARE4 core values (Integrity, Collaboration, Accountability, Respect, Excellence, Forward Thinking) through work ethic, compliance, and attitude:

-  Trustworthiness

-  Morale

-  Willingness to Help

-  Optimism

-  Knowledge

KNOWLEDGE, SKILLS & ABILITIES

To perform this position successfully, you must be able to perform each essential duty and responsibility satisfactorily.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.  The requirements listed below are representative of the knowledge, skill and/or ability required.

 

§  Strong Communication Skills – Possess strong leadership and communication skills. Must be able to effectively communicate with everyone who passes through the office (physicians, clinical and administrative staff, patients, external vendors, etc.).

§  Behavioral Characteristics – Must be even-tempered, approachable, and have excellent people skills to keep staff motivated and working efficiently.

§  Conflict Resolutions Skills – Should be able to quickly address, mediate, and resolve conflicts during high-stress situations. ? 

§  Multi-Tasking Ability and Detail-Oriented – Possess an eye for detail and capable of streamlining routine office processes. The Practice Manager should know when and how to delegate tasks when needed.   

§  Extensive knowledge of the daily operations of a not-for-profit Behavioral Health/Substance Use Disorder outpatient treatment facility.

§  Familiarity with CPT coding.

§  Computer proficiency and accuracy.

§  Proficiency in Electronic Health Record management for tasks assigned.

§  Proficiency with insurance verification and authorizations.

§  Knowledge of business English, spelling and ability to make accurate arithmetic computations.

§  Prepare and maintain complex records and reports.

§  Establish and maintain effective working relationships with employees, other agencies and the public.

§  Follow written and verbal instruction.

§  Be well organized.

§  Ability to apply personnel policies and procedures as well as knowledge of accepted supervisory/management techniques.

§  Ability to prioritize conflicting demands/expectations as well as to multi-task effectively for sustained periods of time.

§  Knowledge of financial management, accounting, finance and business applications.

§  Ability to plan and manage the utilization of resources; ability to apply organizational and time management to meet competing deadlines and some knowledge of facility maintenance and upkeep.

§  Knowledge of Continuous Quality Improvement process and Performance Improvement program design and implementation.

§  Skill in performing and/or managing tasks and/or people to ensure program and policy administration.

§  Proficiency in operating software programs to type documents, manage databases, presentations and create spreadsheets.

§  Skill in representing the organization internally and externally.

§  Ability to maintain appropriate boundaries with staff and patients.

§  Knowledge of rules/regulations and ability to comply with all state and federal regulations, including confidentiality (HIPAA, 42 CFR Part II and Employee Records and all other confidential materials).

§  Ability to collaborate and build successful relationships with others to ensure objectives and goals are met.

§  Ability to apply organizational management skills and maintain self-discipline.

§  Communication skills both written and verbal as well as the understanding of the principals of communication in multiple directions, vertically, horizontally and laterally.

§  Problem solving skills with a “solution oriented” mind-set.

§  The ability to be forthcoming with information and/or personal challenges to ensure the facility Assistant/Vice President has an accurate awareness of any issues that may impact him/her or his/her program as well as his/her staff or other members of Phoenix House.

§  Knowledge of recordkeeping and filing methods.

§  Knowledge of office practices and procedures.

§  Knowledge of rules and procedures of assigned department.

§  Accountable and Dependable.

EDUCATION/EXPERIENCE

  • Bachelor's degree; preferred in Office Administration and/or Business from an accredited institution.
  • Behavioral Health experience and Outpatient Clinic operation experience highly preferred.
  • Minimum of two years' experience in administrative office work or any equivalent combination of education, training and experience that demonstrates the ability to perform the duties of the position.

LICENSES/CERTIFICATIONS

None

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties and responsibilities of this position.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.

REGULARLY REQUIRED:  to sit, use hands to finger, handle or feel objects, tools or controls; reach with hands and arms, and talk or hear.

OCCASIONALLY REQUIRED:  to stand, walk, stoop, kneel or crouch and lift and/or move up to 10 pounds

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential duties and responsibilities of this position.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.

  • A typical office environment, with minimal exposure to excessive noise or adverse environmental issues
  • Business travel may be required

·  Exposure to clients infected with Hepatitis B, HIV, TB, or other Infectious Diseases is possible.

  • Exposure to patients with co-occurring mental health issues.

SCHEDULING NEEDS 

Monday - Friday 9:00 am – 5:30 pm (some evening hours may be necessary depending on IOP Schedule development)

Phoenix House is an Equal Opportunity Employer providing equality of opportunity to all who are protected against discrimination by law, regulation or executive order, including veterans and individuals with disabilities. EEO is the Law: Applicants and employees are protected under Federal law from discrimination. Click www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf to learn more.


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