Practice Manager
Summary:
The Practice Manager (PM) is a key leader and head of the administrative operations department, responsible for managing and facilitating the daily operations of the Advaita Collective. The PM ensures best-in-class patient and provider support across the organization, coordinating an efficient practice scheduling system to effectively manage patient appointments and provider schedules. The Practice Manager works collaboratively with the medical, clinical, and executive directors to ensure consistent, streamlined, and efficient daily operations.
Duties & Responsibilities:
- Oversee and facilitate the daily operations of Advaita Integrated Medicine.
- Manage, train, and maintain a high-performing, patient- and provider-focused administrative team, ensuring adequate staffing responsive to practice needs.
- Develop, implement, and manage a front desk staffing schedule.
- Monitor team performance to ensure proper patient/provider support and metric-oriented patient scheduling.
- Develop mechanisms for accountability, oversight, and performance improvement for the team.
- Maintain a team that is appropriately trained, resourced, and provides compassionate, patient-centered customer service.
- Assist with provider utilization and caseload distribution management.
- Oversee scheduling, onboarding, service delivery, and administrative support for AIM’s TMS service line.
- Serve as primary support for all AIM medical/clinical providers, handling provider schedule coordination, prior authorizations, patient discharge, internal referrals, urinalysis and laboratory coordination, vendor coordination, and general administrative support.
- Provide outstanding customer service and patient support, acting as the primary point of contact for patient financial issues, onboarding, orientation, escalated situations, general inquiries, and resolution of routine issues.
- Provide accurate and timely reporting of patient leads, admissions, no-shows, provider scheduling, and process measures.
- Ensure proper collection of patient responsibility at the time of service.
- Collaborate with the finance department to manage patient balances and accounts.
- Verify patient benefits and communicate the cost of services effectively.
- Ensure proper functioning and management of the practice phone system (RingCentral).
- Develop and improve administrative systems, policies, and procedures for existing and new lines of service.
- Provide support for drug testing, CNS testing, and other adjunct medical and clinical services.
- Manage insurance interactions, including VOB, UR, and prior authorizations.
- Ensure proper functioning and provisioning of the clinic, including managing office/medical supplies, cleanliness, and routine maintenance coordination with the facilities department.
- Forecast, plan, manage, and allocate the administrative operations department budget, communicating financial needs and delivering spending within approved limits.
- Meet monthly KPIs for provider request forms, provider utilization, and patient responsibility collection.
- Assist in new provider onboarding and training.
- Update, manage, and improve workflows within Advaita Collective’s EMR (AdvancedMD) as needed.
- Perform other duties as assigned.
Minimum Qualifications:
- Bachelor’s degree
- Experience in the medical, substance abuse, or mental health field preferred
Competencies:
- Leadership and Team Management: Proven track record of successfully leading and motivating administrative teams to achieve organizational objectives. 3-5 years of management experience required.
- Financial Acumen: Proficiency in navigating healthcare billing systems and handling patient financial interactions with compassion and accuracy.
- Knowledge of Outpatient Medical Procedures and Practices: Thorough understanding of outpatient medical procedures, protocols, and regulatory requirements.
- Problem-Solving and Decision-Making Abilities: Strong skills to address and resolve issues in a fast-paced medical environment.
- Attention to Detail and Accuracy: Commitment to maintaining accurate records and adhering to quality standards.
- Adaptability and Flexibility: Ability to adapt to changes in policies, procedures, and technology.
- Empathy and Customer Service Orientation: Compassionate and professional approach to patient interactions.
- Collaboration and Interdisciplinary Cooperation: Ability to collaborate with interdisciplinary teams to enhance patient experience and outcomes.
- Experience in Healthcare Setting: Leadership and management experience in a healthcare setting.
- Communication Skills: Excellent verbal and written communication skills.
- Healthcare Administration and Management Knowledge: Strong understanding of healthcare administration and management practices.
- Crisis Support: Ability to communicate effectively and provide support to patients in crisis.
- Process Improvement: Ability to develop and improve healthcare processes.
- Planning, Scheduling, and Logistics: Competency in these areas.
- Organizational and Customer Service Skills: Excellent organizational and customer service skills.
- Technical Proficiency: Competency with G-Suite, Microsoft Office, and other AIM technology platforms.
KPIs:
- Day of Patient Responsibility Collections: > 90%
- Daily Practice Management Checklist Completion: = 100%
- Provider Request Support Tickets Open: > 5
Admin Ops Department Budget:
- Monthly Admin Ops Budget (office supplies): $750.00