Sr. Practice Manager

• Oversees the operational components of the 7 procedure rooms in the Cardiac Catheterization and Electrophysiology Lab and the 17 exam rooms in the Paul Yu Heart Center
• In conjunction with clinical leadership, promotes operational efficiency, high quality, outstanding patient experience, and strong financial performance
• Directs staff using the ICARE framework, promoting a collaborative, diverse, and professional team
• Responsible for performance management of all non-clinical staff in the practice
• Operations Management: Supervises the operation and implement procedures for enhancing levels of service and quality and enforces medical office policies and procedures for the Cardiac Cath and EP Lab and the Paul Yu Heart Center
• Develop guidelines for prioritizing and assigning work activities, evaluating effectiveness and modifying processes as necessary
• Establishes and maintains efficient and responsive patient flow system
• Ensure proper registration and insurance pre-verification management processes are followed including warm transfers to centralized functions
• Manages insurance prior authorization for procedures scheduled in the lab
• Manages the hospital transfers from area hospitals to the lab and back to transferring hospital
• Prepares weekly schedule for staff ensuring proper staffing to support daily office operations include directly monitoring workflow to ensure accuracy and maximum efficiency
• Support and uphold policies, procedures, objectives, quality improvement, safety, environmental and infection control and codes and requirements of accreditation and financial performance
• Provide administrative support to providers, staff, vendors and facilities
• Manage the planning, monitoring, analyzing and implementing of schedules for the lab including
• on-call schedules, vacation schedules in Epic, QGenda and Outlook
• Track Lab Attending time for use in coordinating and an equitable distribution of on-call duties for nights, weekends and holidays
• Maintain information in QGenda and with ACTION Telephone for Cardiac Cath and EP Services and OBS Service
• Human Resources: Responsible for recruiting, hiring, orientation, training, development, evaluation and management of Cardiac Catheterization and Electrophysiology Physician Support Specialist and the Outpatient Access Representatives of the Paul Yu Heart Center
• Ensure initial new employee and annual staff mandatories are completed and tracked for compliance
• Conduct timely and thorough employee end-of-probation and annual performance appraisals
• Perform weekly input and review of payroll in electronic payroll systems
• Manages and approves staff requests for time off and overtime
• Oversee performance management and corrective discipline processes as needed
• Service Orientation and Patient Experience: Access and interpret Press Ganey patient satisfaction survey data and regularly share results with providers and staff
• Serve as a patient relations advocate by demonstrating skills in resolving difficult patient complaints and concerns
• Define expectations for patient satisfaction and live the brand for UR medicine
• Financial Operations: Monitor charge reconciliation process, including the production of weekly reports
• Develop cost reduction and expense management initiatives in collaboration with site medical director
• Hold staff accountable for target achievement
• Process supply and other types of orders timely and accurately from approved vendor lists
• Maintain provider schedules to ensure adequate procedure volumes for patient access and financial performance
• Oversee the bi-annual inventory process
• Quality and Compliance: Responsible for maintaining high levels of quality service, environment and compliance with local, state and federal regulation and standards
• Oversee completion and submission of quality reports
• In collaboration with practice providers(s), oversee clinical compliance for quality assurance, documentation, and reporting
• Monitors, supports and facilitates the medical staff credentialing and appointment process
• Independently maintain data updates for Curriculum Vitae, compile and update NIH Biosketch information as needed
• Research and download published articles and other materials for research presentation
• Ensure compliance with standard, HIPAA, OSHA and JCAHO policies
• Develop and train /practice for emergency and disaster planning protocols
• Trains and maintains office specific emergency plan, in collaboration with providers
• Understands and enforces patient rights and organizational ethics philosophies
• Administration: Attends monthly meetings
• quality assurance, safety meeting, in-service and other mandatory training sessions
• Maintains offices with respect to maintenance, custodial, multi team meeting scheduling and other services
• Represents and serves as spokesman for office in communicating instructions and in interpreting administrative matters to faculty, staff, and patients
• guides subordinates on replies to patient and extramural academic and industrial inquiries
• Serves as the liaison with hospital departments such as page office, facilities, parking, ISD and others for the day-to-day operations and issue troubleshooting for the department
• May serve as eRecord superuser
• Other duties as assigned

• Associate's degree preferably with coursework in business administration or health care administration required
• 3 years administrative experience required
• 2 years management experience in healthcare or an equivalent combination of education and experience
• Electronic Medical Record (EMR) skills with expert proficiency in all aspects, including Master Scheduling and Billing knowledge required
• Advanced knowledge of medical practices, terminology, and reimbursement policies required
• Intermediate Microsoft Outlook email skills (open new, to, cc, send) required
• Intermediate electronic filing skills (name a file, save file, save as) required
• Advanced typing skills required
• Advanced proficiency with Microsoft Word and Excel required
• Travel to office sites required

Notary License within 1 year preferred