Description
Hemisphere, a progressive and growing mental healthcare practice, is seeking a Practice Manager located in San Diego. This leadership role is ideal for a proactive, organized, and people-oriented individual who can oversee day-to-day operations, supervise staff, and implement efficient systems to support growth.
Key Responsibilities
Oversee the daily operations of the practice, ensuring efficiency and quality of service
Manage and support the administrative and clinical staff, including scheduling and personnel matters
Supervise and communicate with third-party billing company; review reports and ensure revenue cycle integrity
Coordinate Cash receipt reporting alongside our third-party billing company
Monitor and coordinate provider schedules for maximum efficiency
Lead marketing efforts to promote practice growth, reputation, and community presence
Administer payroll, benefits, and general HR functions
Identify and implement process improvements for streamlined operations
Serve as the point of contact for internal and external stakeholders, including vendors and partners
Support the practice owner by independently running operations and identifying areas for strategic improvements
Select, orient, and train employees and evaluate job performance
Assign and complete job assignments and work schedules for staff and clinicians
Monitor time and attendance of employees, including the approval and coverage arrangement for time off, and monitor time and attendance of clinicians
Coordinate the function of the clinic and ensure that all patients are treated in a timely, professional, and courteous manner, and ensure customer satisfaction
Ensure adequate coverage and mix of clinicians and support staff for clinical service delivery; arrange for coverage as necessary to maintain services as needed when clinicians and staff are on leave
Maintain knowledge of the appointment schedule; review scheduling of site daily; review availability of appointments to assist in accommodating patients who request services throughout the day; coordinate access to care with Clinic Managers at all sites; monitor to assure that all patients are reminded on the day before their scheduled appointment
Periodically review registration paperwork to ensure that all charts, forms, and reports are available before the patient visit; ensure that staff are assessing patient eligibility for programs, and assign staff to assist patients with paperwork to determine which programs benefit the patient
Observe and monitor patient flow activities throughout the day to ensure that patients are seen in a timely fashion; communicate to staff and patients any delay in serving patients, and assist staff in expediting patient care
Act as an advocate for patients by communicating patient needs and concerns about their care, treatment, or delay in care to staff, management, and clinicians; seek resolution to concerns; act as a patient ombudsman
Monitor all patient care staff for appropriate customer service behavior; provide feedback on performance to staff members’ direct supervisors, and participate in the development of a corrective action plan to improve customer service
Maintain knowledge of all aspects of the clinic operations and the duties of MSR-reception, appointments; fill in to assist with patient flow as needed
Update employees on all clinic programs by providing information, direction, and monitoring of procedural changes; ensure all staff have received adequate training and supervision in changes, and that all memos are noted and initialed
Monitor "Failed Appointments" and follow up according to protocol
Inform employees of in-services and meetings, and arrange coverage for staff to attend meetings as needed
Record and report any unusual occurrences or incidents; utilize the "variance report" correctly
Performance Expectations
Success in this role will be measured by:
Smooth and efficient daily operations
Accurate and timely payroll and billing processes
Growth in patient volume and revenue through improved scheduling and marketing
High team satisfaction and low staff turnover
Requirements
Qualifications
Bachelor’s degree in healthcare administration, business, or a related field (preferred)
Minimum 5 years of experience in a healthcare management or operations role
Strong leadership and interpersonal skills with the ability to manage cross-functional teams
Experience in billing review and provider schedule management
Billing, coding and claim follow up is a plus
Marketing or practice growth experience is a plus
HR and payroll experience required; certification is a plus
Detail-oriented, organized, and highly self-motivated
Excellent verbal and written skills necessary for communication with patients/clients, clinicians, and other staff
Ability to interface with all levels of personnel professionally, including people of all social, cultural, and ethnic backgrounds, and within the constraints of government-funded programs
Ability and willingness to meet the organization’s attendance and dress code policies
Ability to handle confidential materials and information in a professional manner
Excellent customer service skills and commitment to providing the highest level of customer satisfaction
Experience/familiarity with computers, business e-mail, communication systems and internet search capabilities, and proficient in Microsoft Office products, specifically Word and Excel
Experience in credentialing providers with all major insurance payors. Ensuring up-to-date provider enrollment, re-credentialing, CAQH management and payor compliance
Experience in insurance verifications/eligibility. Understanding co-payments, deductibles, prior authorizations and mental health carve-outs
Budgeting and financial management with revenue optimization
