GENERAL PURPOSE:

With general direction and latitude for independent judgment, the Practice Manager is responsible for the management of the ambulatory practice and staffing coordination 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 non-clinical staff. This position is being created to support specifically the Medicine Allergy/Immunology Division and will work in conjunction with the Medicine Rheumatology Practice Manager. This position leads outpatient support staff as well as works closely with physicians and mid-level providers. Serves as the day-to-day point person on practice administrative and infrastructure issues. Supports the Division Administrators in preparation of data needed for business plans to justify incremental resources, faculty, and program expansions. Reports to the Division Administrators on the administrative functions of the practices including oversight of space, supervision of staff, and coordination of clinical functions for all Allergy/Immunology sites. This includes all regulatory policies and procedures (URMFG metrics). Performs Human Resource functions under the direction of the Division Administrators. Acts on behalf of the Division Administrator, as needed. Monitors and ensures that all functions are completed in an accurate, efficient, and customer-friendly manner.

JOB DUTIES AND RESPONSIBILITIES:

1. Operations

2. Implements and manages process to address all clinic schedules changes and room requests. Works with Division Administrators and Division Chiefs to ensure schedule and productivity targets are met.

3. Develops and operationalizes provider call/service schedule process for all divisions, including timely and accurate updates.

4. Leads ongoing collaborative effort with providers, staff, Division Administrators, and ambulatory leadership to identify improvements to existing clinic functioning and simplify workflows across both divisions.

5. Assists in the development and implementation of new business initiatives to support clinical missions.

6. Serves as the point of contact for concerns raised by patients or providers and proactively seeks out resolutions.

7. Represents divisions at various meetings, including Ambulatory Managers.

8. Personnel Management

• Oversees and manages clinical office staff. Schedules shifts, independently manages staffing during shortages, vacations, and unexpected absences, and ensures day-to-day operations run efficiently.

• Performs routine evaluation of staff and annual performance reviews, with input from Division Administrators. Supports continuous professional development of all office staff. Works with staff to set goals, monitor progress and broaden skill sets.

• Establishes and maintains environment conducive to effective communication and problem resolution. In conjunction with Division Administrators and Human Resources, counsels’ staff, acting on matters of discipline, promotion, salary, and other personnel issues.

• Makes recommendations for new and replacement positions based on independent analysis of clinical needs. Responsible for hiring of new clinical staff, including position postings, interviews, onboarding, training and development. Works collaboratively to set and maintain customer service standards. Regularly reviews and updates office manuals.

• Approves staff vacations, sick time, and other absences. Counsels staff on questions/issues related to time management. Reviews and approves staff payroll.

1. Clinic Management

2. Serves as the supervisor for day-to-day clinical operations of (6) Allergy/Immunology sites, with additional sites to open in the next (12-18) months.

3. Works to maintain productivity and business objectives while exceeding institutional benchmarks for clinical activities. Monitors reports on clinical productivity, volumes, access, and other metrics to ensure success. Coordinates appropriate staff coverage for all clinical activities, including phone triage, scheduling/registration, referral management, prior authorizations, and billing.

4. Independently resolves daily issues and recurrent concerns that negatively impact customer service, operations, or staff morale. Reviews customer service surveys to identify areas of improvement.

• Provides cross coverage for the (7) OAR and (3) PSR staff members that report directly to this position.

Other duties as assigned

QUALIFICATIONS:

Required:

• College graduation or an equivalent combination of experience and training.

Preferred:

• Two years of relevant administrative experience.

• Practice operations experience including ability to analyze trends and physician productivity, patient throughput and customer service.

• Excellent oral and written communication skills and customer service skills required; eRecord preferred.

• Microsoft office package required.

• Ability to manage financial functions including billing for professional services

• Ability to handle multiple priorities; strong organizational skills and the ability to meet deadlines in a fast-paced, stressful environment essential.

• Must possess exceptional judgment and have the ability to proactively resolve problems and recommend and implement continuous quality improvement.

• Candidate must demonstrate accuracy in all correspondence including eRecord.

• Must demonstrate efficiency in prioritizing assignments and be able to multi-task effectively with competing demands.

• e-Record, P2P and HRMS.

The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion to advance the University’s mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion/creed, sex, sexual orientation, citizenship status, or any other status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled

Pay Range

Pay Range: $51,896 - $67,475 Annually

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job’s compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

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Location: Strong Memorial Hospital
Full/Part Time: Full-Time
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