Practice Manager II - The Longstreet Clinic - Neurosurgery and Orthopedics

About the role

Job Summary Practice Manager II will work independently and have primary responsibility for supervising the Operational, Human Resource, administrative, and business functions, along with all administrative and clerical staff of his/her assigned area(s) (multiple locations and/or providers). The Practice Manager II will be responsible for providing the necessary administrative and clerical support structure to encourage a patient-centric care environment, to include customer service functions such as telephone service, appointment and/or surgery scheduling, new patient coordination, authorizations and referral processes, and back office functionality. Minimum Job Qualifications Licensure or other certifications: Current BLS certification required or must be obtained within 30 days of hire. Educational Requirements: High School Diploma or GED Minimum Experience: A minimum of five (5) years progressive medical office experience in medical office registration, back-office clinical, scheduling and/or billing, with a minimum of two (2) years healthcare supervisory/lead experience. A high degree of independence, initiative, assertiveness, prioritization and diplomacy are necessary in dealing with providers, staff and patients in a complex environment. Other: Preferred Job Qualifications Preferred Licensure or other certifications: Preferred Educational Requirements: Bachelors Degree Preferred Experience: Other: Job Specific and Unique Knowledge, Skills and Abilities Knowledge of medical practices, terminology, and reimbursement policies Skilled in planning, organizing, delegating, problem solving and supervising Excellent verbal and written communication Demonstrated ability to supervise operations and/or customer service Essential Tasks and Responsibilities Daily Operations. Maintains clinic schedules for all clinical providers, across all assigned locations. Develops, changes, maintains and updates provider scheduling templates within the practice management system. Develops, monitors and maintains procedures for patient reception, appointments and cancellations and traffic flow in order to ensure consistently prompt, effective service to patients and visitors. Functions at the reception desk performing all functions of MOA level staff on a short-term basis for illness, personal emergencies and vacations. Monitors telephone systems within the practice; supervising staff phone encounters. Patient Relations. Provides customer service, solves basic patient complaints, trains and supervises staff on customer service skills. Differentiates patient complaints from risk management issues and elevated RM issues appropriately. Completion of Variance Reports. Demonstrated advanced customer recovery skills. Addresses significant customer concerns in an articulate and diplomatic manner both verbally and in writing. Provider Relations. Assists providers in managing patient schedules through the practice management system. Interacts with providers on day-to-day operational issues affecting practice. Produces and/or reviews an array of data to track provider activities (e.g.: productivity, compliance with regulatory requirements, etc.) Participates in the credentialing process for new providers. Supervision. Supervises daily activities of all practice staff involved with administrative functions (registration, new patient coordination, appointment and surgery scheduling, authorization, etc.), and all clinical staff involved in patient care activities. Responsible for assuring thorough orientation and training of all staff, often using or creating materials and orientation plans. Participates in maintaining thorough, accurate and current training materials and programs. Performance Review, Counseling & Coaching. Provides regular feedback on employee performance. Completes employee evaluations. Establishes performance improvement plans with employees. Drafts counseling memos and recommends and/or initiates disciplinary action when needed. Recruitment & Hiring. Processes PRC forms for new and replacement positions using existing job description. May also work with HR to revise and update job descriptions to reflect current job duties. Conducts and/or participates in interview process. Screens resumes to select interview candidates. Interviews job candidates and may select candidates for final round of interviews with physician leaders and/or Administrative Director. Makes hiring decisions. Facilities Management & Safety Regulations. Assures compliance with specified regulatory requirements using established policies and procedures. Provides staff with training and training materials on Safety requirements. Responsible for assuring practice performs well in safety rounds. Establishes plans for i