Practice Manager

This is an in‑person position in Berwyn, IL.

Summary

Under the direction of the Chief Operating Officer, the Practice Manager plans, directs, organizes, controls and evaluates the operations of the assigned clinic site(s). Carries out responsibilities in accordance with organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; performance management; addressing patient complaints and resolving issues at the designated site.

Responsibilities

• Budget – create, oversee, and adhere to site budget, working directly with the clinical site director to ensure productivity targets are met.
• Direct oversight of the day‑to‑day site clinic operations.
• Recruit, hire, and supervise assigned clerical/clinical personnel, promoting the highest level of customer service to patients and clients.
• Participate in the development and implementation of efficient processes for collection of demographic and insurance information for patients; lead the team in educating patients about benefits they may be eligible for and assisting them with application procedures.
• Provide front‑desk functions of greeting clients, check‑in and registration functions along with the support staff team, as needed.
• Evaluate performance frequently and recommend increases, promotions, and disciplinary actions for staff, ensuring timely completion of performance evaluations.
• Offer the highest level of service to internal customers at the site, including nursing and medical providers.
• Act as liaison for medical providers, gathering feedback on how to improve operational efficiencies.
• Ensure smooth operations and minimize wait times, improving cycle time and patient waiting time.
• Conduct office staff meetings with appropriate staff members at sufficient frequency to maintain optimal communication regarding site issues, staff concerns, and operation policies.
• Act as client advocate to resolve client complaints regarding office functions and services; investigate and complete patient complaints in accordance with policy; report incidents needing higher‑level attention to the appropriate department head.
• Assist the team in resolving day‑to‑day operational challenges and seek feedback on operations for the site; make site/local decisions impacting workflow.
• Review and approve support staff schedules to optimize operational efficiency; manage provider schedules in consultation with clinical directors to ensure adequate clinical coverage.
• Manage provider and resource appointment books, including opening and closing of schedule templates in accordance with organization policy.
• Oversee maintenance of clinic site(s) and equipment, recommending maintenance over time.
• Work with Revenue Cycle personnel to develop training programs ensuring data entry standardization, accuracy, and integrity as well as adherence to collections policies and procedures.
• Mentor staff to develop skills necessary to improve their abilities.
• Monitor and audit practices for sliding fee schedule and patient demographics to assure accuracy of data collection.
• Attend required meetings and participate in committees as requested.
• Coordinate space utilization with Site Medical Director and Facilities Manager.
• Monitor and adjust patient flow patterns in consultation with Site Medical Director.
• Implement policies and procedures appropriate to practice operations, recommending changes to existing or new policies.
• Maintain an environment of care in accordance with regulatory and licensing standards, including Joint Commission, PCMH, and HRSA.
• Participate in maintaining an ongoing quality measurement program consistent with principles of continuous quality improvement and quality assurance.
• Communicate regularly with the COO and Site Medical Director on the status of operations.
• In consultation with the Site Medical Director and COO, develop and coordinate staffing plans based on patient volume and clinic needs.
• Engage with leadership team as appropriate (Human Resources, IT, Revenue Cycle, Finance, Marketing, Facilities, etc.) in management of the site.
• Collaborate closely with clinical leadership in the operational management of clinical staff.
• Assess need for additional resources; provide resources when appropriate.
• Ensure compliance with established organizational policies, including, but not limited to: clinical, safety, financial, and personnel.
• Participate in quarterly walkthrough for the designated site.
• Perform other duties as needed.

Key Interrelationships

• Site Medical Director
• Management Team

Working Conditions

OSHA Category 3 – Involves no regular exposure to blood, body fluids, or tissues, and tasks that involve exposure to blood, body fluids, or tissues are not a condition of employment.

Qualifications

Education

• Minimum Bachelor’s degree in Healthcare Administration, or other health‑related field; Master’s preferred.

Experience

• At least 3 years of management experience in health care which includes both supervisory and financial responsibilities, specifically in a Primary Care setting.

Competencies

• Must be bilingual, fluent in English and Spanish.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to speak effectively before groups of customers or employees of the organization.
• Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
• Leadership skills, interpersonal skills, decisiveness, problem‑solving skills, ability to delegate effectively, time management skills, relationship building and managing.
• Proficient skills in the use of computer software, including but not limited to EHR and MS Office.

Compensation

• Salary range: $70,000 – $85,000 based on qualifications and experience.

Seniority Level

Director

Employment type

Full‑time

Job function

Consulting, Information Technology, and Sales

Industries

Hospitals and Health Care