Manager Urgent Care - Urgent Care Clinic(S)

Description

SUMMARY

Take complete ownership for the daily oversight of the administrative and clinical operations of Munson Urgent Care East and Urgent Care West in Traverse City as well as the MHC Virtual Urgent Care. You will collaborate with multiple leadership individuals and teams (physician, network and hospital) with various support departments to create a patient focused practice environment to drive progress and achieve goals in the areas of patient experience, staff and provider engagement, quality, safety, and operational performance.

The Ambulatory Manager functions as a key liaison with physicians and staff. You will work collaboratively with an assigned regional director and/or practice administrator to promote the productive growth and operational structure of each functional area.

Support employee growth and development and actively mentor staff and ensure a cohesive, engaged work team that includes physicians and extended care team members. The manager promotes the consistent enactment of the mission, vision, values of the Munson Healthcare system, and ensures a steady focus on the needs of patients, physicians and staff.

You will have budgetary responsibility and will be seen as a responsive and creative professional, skillful at resolving issues and making swift decisions. The manager possesses a high degree of emotional intelligence and is an effective verbal and written communicator. As an Ambulatory Manager you will be a visible leader and will spend the majority of your time in assigned area of responsibility where work is taking place.

ENTRY REQUIREMENT

• Bachelor’s degree in business, health care administration, health care education, nursing or related field. Master’s degree is strongly preferred.
• The ability to facilitate the resolution of complex problems within the ambulatory physician practice and with other departments within Munson Healthcare in an effort to continuously improve the quality of ambulatory physician practices.
• Experience working with an interdisciplinary team.
• Excellent interpersonal and organizational skills. Must possess the ability to work independently while maintaining a team effort.
• Demonstrated knowledge of relevant regulatory requirements, as well as related legislative, accreditation, licensing and compliance environments.
• Proven ability to organize, manage multiple priorities, and delegate work functions efficiently.
• Demonstrated managerial and leadership skills including human resource management, staff deployment, resource utilization, budgeting and financial management, quality improvement, and program planning and implementation.
• Strong written, verbal, and interpersonal communications skills to convey complex information, instructions, and guidelines in a clear, concise, and specific manner, and to influence all levels of staff.

ORGANIZATION

As Urgent Care Manager you will report to the Practice Administrator of System Urgent Care Clinics or delegate for the Munson Physician Network.

Age Of Patients Served

Cares for patients in the age category(s) checked below:

Neonatal (birth-1 mo) Young adult (18 yr-25 yrs)

Infant (1 mo-1 yr) Adult (26 yrs-54 yrs)

Early childhood (1 yr-5 yrs) Sr. Adult (55 yrs-64 yrs)

Late childhood (6 yrs-12 yrs) Geriatric (65 yrs & above)

Adolescence (13 yrs-17 yrs) X All ages (birth & above)

No clinical contact with patients required

SPECIFIC DUTIES

OPERATIONAL LEADERSHIP

• Responsible for the staffing levels of all clinic operations to include labor budget and productivity standards/compliance.
• Collaborates with the Centralized Billing Office (CBO) to ensure that appropriate procedures are adhered to and that accurate information is being collected and submitted. Formulates action plans in collaboration with the Regional Director and/or Practice Administrator and CBO Leadership to address improvement opportunities.
• Identifies, recommends, and implement process improvement opportunities (e.g., workflows, patient throughput bottlenecks) to maximize volumes, patient access, and efficiency.
• Comprehends and utilize key practice performance indicators/metrics to include but not limited to the following: Front office revenue cycle (e.g., co-payment, outstanding past balances, user-specific registration accuracy reports, claim rejections and denials related to insurance eligibility or patient demographics)
• Ensure practice compliance with system policies & procedures and standard operating procedures around front end revenue cycle processes including billing, coding, and payment processes.
• Manages the day-to-day aspects of assigned physician practice and/or program to include the management of staff and coordination of providers, both front desk, business transactions, clinical support services.
• Assures that Information Systems are meeting the needs of the practices, ensures business analytics/EHR support is focused and accountable.
• Responsible for the ongoing financial performance of assigned physician practice and/or program, develops the annual operating budget in collaboration with finance team and other network leaders, and monitors expenditures regularly to ensure departmental compliance with budget.

HEALTHCARE TEAM

• Consistently improves the experience for clinical leaders, teams and providers to create areas that are best place to work and practice.
• Assist in the coordination and/or maintaining medical provider’s time off balances and CME hours.
• Seizes opportunities to foster communication dialogue with providers and staff by providing practice and organizational updates in a timely manner, regular rounding, teach, continually challenge, and develop staff.
• Responsible for all HR functions of the practice including the hiring and performance management of staff. Monitors and documents the performance management/appraisal process for staff establishing work standards and expectations by providing feedback regularly. Mentors, coaches, and develops staff to accomplish goals; takes responsibility for identifying developmental needs and creating action plans to enhance growth and development of the team.
• Recognizes and acts on opportunities for professional and personal growth and improvement. Participates in leadership development by attending Leadership programs (e.g., HEI).
• Assures accurate timekeeping and payroll for all staff and providers.
• Acts as a role model for problem solves in areas concerning patients, providers, and staff relations. Responds to all formal patient and staff complaints. Communicates appropriate issues to the Regional Director and/or Practice Administrator.
• Ensures annual performance reviews are conducted on all practice managers and staff
• Supports the Regional Director and/or Practice Administrator in the selection process of provider candidates and on-boarding of providers in terms of sequencing and executing tasks/actions involving support areas (e.g. Payor Credentialing Team, CBO, Medical Staff office, Telecom/IT, Ambulatory Informatics, and Marketing).
• Manage the patient experience by implementing tactics to promote and maintain the best patient experience guided by evidence-based practices and data. Responsible for maintaining patient satisfaction scores for designated area(s) at or above target consistently.

GROWTH

• Identifies opportunities to streamline practice operations in order to gain efficiencies. Shares ideas through peer network through participation in committees, professional development opportunities or regional meetings.
• Provides leadership development opportunities for direct reports while identifying and mentoring for promotional prospects.
• Assures compliance with, and may provide input into the development of various policies and procedure of assigned area of responsibility and Munson Health Physician Network. Reviews and updates written policies and procedures annually or sooner if necessary.
• Pursues opportunities for personal and professional growth.
• Translates goals into departmental specific objectives and priorities to influence all areas of True North.
• Works with Regional Director and/or Practice Administrator and system leadership to evaluate and develop strategies for growth and outreach.
• Ensures credentialing, licensing, and certifications for providers and staff are current. Proactively monitors compliance of all staff, including providers and clinical staff, to ensure license and certifications as well as other required annual testing is completed prior to expiration and/or deadline.
• Researches, identifies and recommends new opportunities to enhance the practice and service line; drafts business plans in alignment with Service Line strategic objectives and evaluates opportunities.