At Bon Secours Mercy Health, we are dedicated to continually improving health care quality, safety and cost effectiveness. Our hospitals, care sites and clinicians are recognized for clinical and operational excellence.

I. Primary Function/General Purpose of Position

This position manages the patient experience at assigned practice(s). Responsible for function of practice including management of staff, workflow development, patient schedule management, financial performance, patient, provider and staff satisfaction and billing compliance. Develops practice operational plans and budgets and implements performance improvement strategies within the practice(s). Performs all duties in a manner which promoted team concept and reflects the mission and values of Bon Secours Mercy Health.

Key Relationships:

· Works closely with the Director(s) to develop and implement operational and clinical workflows.

· Works closely with physician dyad partner (site leader) to resolve issues within the practice.

· Collaborates with peers in local and regional Bon Secours Mercy Health ministries.

II. Employment Qualifications

Associate’s Degree in management or related field and two to four years of management experience, preferably in a practice setting; or commensurate education and experience. Knowledge of ambulatory care; background in clinic procedures including schedule management, registration, use of electronic medical record, patient flow, billing and referrals and authorizations.

Computer proficiency including word-processing and spreadsheet applications and knowledge of electronic medical record and billing software applications. Excellent written and oral communications skills necessary. Ability to examine and re-engineer operations and procedures. Must have experience with creating budgets and communicating financial information to staff and providers.

III. Essential Job Functions

A. Operation Management:

1. Manage the staff at a small to moderate sized practice(s), 3-6 providers and approximately 7-15 staff members.

2. Responsible for daily management of practice site(s). Motivates staff and organizes day-to-day activity of the practices. Develops and refines processes to continually improve practice operations and staff workflows.

3. Performs active schedule management and manages patient access standards in accordance with BSMH policy. Manages all patient access points (phone, online, in-person) to establish benchmarks.

4. Provides management, guidance and training to staff in daily practice operations.

5. Manages all aspects of EPIC medical records including coordination of staff and provider training; monitoring appropriate use of record and performing all necessary reporting functions.

6. Performs duties of subordinate staff when necessary to maintain practice operations.

7. Ensures accuracy of payroll submission. Ensures overtime and/or temporary personnel are within budget. Assists staff with payroll issues.

8. Conducts daily huddles and monthly staff and provider meetings. Prepares agendas and forwards action plans and meeting notes to Director.

9. Acts as the medical records custodial and ensures practice abides by Release of Information (ROI) standards.

10. Responsible for ensuring optimal staff and patient satisfaction by working closely with the Service Excellence Department and participating in Press Ganey surveys.

11. Ensures comprehensive network integration by monitoring patient referrals and intervening when necessary to address service issues.

12. Plays a lead role in marketing the practice by overseeing marketing strategies in collaboration with the Director and marketing department.

13. Coordinates planning and facilitating compliance with Joint Commission, state and federal standards for the physician practices. Ensure compliance with system policy/procedure for all activities within the practice.

B. Financial Management:

1. Monitors financial performance on a daily, weekly and monthly basis. Identifies opportunities for improvement and develops plan to implement necessary changes to meet budget. Ensures compliance to standards with focus on volume, customer service initiatives, productivity, coding, non-provider labor, building occupancy expenses, and clinical supply costs.

2. Purchases supplies and insures proper values for funds expended. Evaluates invoices for accuracy, codes and submits invoices to AP Invoices on a timely basis.

3. Develops annual practice budget and is accountable for practice adherence to budget and/or other fiscal goals.

4. Assists with the development and reporting of clinical metrics. Monitors performance and partners with Director and providers to create action plan. Communicates practice performance with staff and providers on a monthly basis.

5. Manages revenue cycle to establish benchmarks including EPIC work queues and date of service collections. Ensure clinic deposit(s) are processed, recorded and deposited according to established protocol.

6. Responsible for the manages, ordering and inventory of clinic supplies, medication and equipment.

7. Assists Enrollment Revalidation Department with the initial credentialing/recredentialing of providers with all insurers.

C. Human Resources:

1. Ensures scheduling of staff to promote provider productivity as well as promote quality care, fiscal viability and ensure appropriate patient access to practice.

2. Performs evaluation process for subordinate staff within each practice; compiles information for human resources department in a timely manner. Ensures that subordinate staff maintain licensure and certifications as required along with yearly competency evaluation. Provides on-going feedback to staff of performance throughout the year.

3. Manage and track PTO/ATO usage for both staff and providers. Manages and monitors CME allowance for providers.

4. Counsels employees in disciplinary actions and/or employee termination process. Notifies site leader of any HR issues within the practice.

5. Recruits, interviews and hires personnel as necessary and according to guidelines.

IV. Other Job Functions

1. Serves on committees and assists other managers as requested by Administrative Director.

2. Attends meetings for the benefit of department operations or personal management development and growth.

3. Maintains communication with Director on weekly basis to review financial performance targets as well as other projects defined by Director

Many of our opportunities reward* your hard work with:

Comprehensive, affordable medical, dental and vision plans

Prescription drug coverage

Flexible spending accounts

Life insurance w/AD&D

Employer contributions to retirement savings plan when eligible

Paid time off

Educational Assistance

And much more

*Benefits offerings vary according to employment status

All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you'd like to view a copy of the affirmative action plan or policy statement for Mercy Health – Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employers, please email recruitment@mercy.com . If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at recruitment@mercy.com