Practice Manager

CCI Health Services’ mission is to deliver high quality, accessible care to our community members, leading the way to a more equitable health care system for everyone. Our vision is a healthy and empowered community for generations to come.

Position Summary:

The Practice Manager, directed by the Health Center Operations Director, serves as an integral member of the operations and CCI health center leadership teams. As a member of the health center leadership triad, the practice manager is responsible for managing and supervising the operational and administrative functions, activities, and projects. Responsibilities include managing, planning, and coordinating the operation of the health center, including supervising all administrative staff, billing, and collecting procedures, monitoring the delivery of patient services. The Practice Manager will work collaboratively with site leadership to ensure the effective and efficient operations of the health center.

As a member of the health center’s integrated care team the Practice Manager will fulfill the following KEY FUNCTIONS AND RESPONSIBILITIES towards the provision of patient-centered, coordinated patient care:

• Manages, plans, and coordinates the administrative and business operations of the health center and all non-patient care, supervising patient representatives, referral specialists and patient navigators
• Provides quality customer service and communicates in a HIPAA compliant, culturally sensitive, and trauma-informed manner. Fosters communication and collaboration among members of the team
• Recruits, interviews, supervises, and directs all administrative support staff to ensure the HC operates in an efficient manner and that the patients receive high-quality customer service
• Supervises scheduling and daily assignment of duties for support staff to assure effective and efficient operations for patient access
• Fosters teamwork and builds strong relationships with all departments to ensure seamless operations of the health center
• Provides timely and accurate timekeeping in the payroll system; minimizes overtime activities for support staff through appropriate scheduling; monitors and regulates support staff use of time off
• Ensures the facility is closed and secured at the end of each service day; notifies the Operations Director of any breach in compliance. Assists in developing and implementing Health Center programs
• Provides verbal and written information in the patient’s preferred language by utilizing in-person, phone, or virtual interpreters
• Responsible for staffing, hiring, onboarding, training, annual evaluation, and necessary corrective action
• Collaborates with nurse managers and health center managers on inventory management and ordering of supplies
• Shares' fiscal responsibility for the site budget emphasizes productivity and profitability in terms of the number of visits completed, procedures offered and associated revenue and expenses. This includes understanding and reviewing revenue cycle management reports and trends
• Assures proper maintenance of all offices, orders new equipment, coordinates IT and telephone support services, and facility maintenance and repair
• Leads initiatives to promote and improve quality, safety, and patient satisfaction to meet CCI quality goals
• Routinely reviews all policies and procedures that relate to the health center and makes recommendations to the chain of command for changes or updates when necessary
• Interacting with patients and addressing any patient concerns or complaints. Assures customer/patient service needs are met by monitoring patient service feedback, contributing to the process of resolving complaints and service issues, and planning and initiating process improvements
• Monitors delivery of patient services and participates in the budget creation, makes effort to reduce expenses, and oversees management processes
• Identifies and implements opportunities to build employee morale and individual motivation
• Maintains accreditation for OSHA, HRSA, Joint Commission and other regulatory training and compliance, and coordinates cleanliness, orderliness, and safety of the working environment
• Plans, coordinates, sets agendas, and/or attends assigned meetings, health fairs, events, and trainings
• Provides regular coverage for support positions agency wide
• Working on-site is an essential duty for the job. 
• Performs under the guidance of the Standards of Behavior and the CCI’s mission
• Plans, coordinates, sets agendas, and/or attends assigned meetings, health fairs, events, and trainings
• Performs other duties as assigned
  
  

PERFORMANCE EXPECTATIONS:

• Leadership qualities with effective communication skills by demonstrating respect, concern, and courtesy in all interpersonal relationships
• Communicates information in an accurate, concise, and timely manner
• Protects confidentiality of information in written and verbal communications
• Participates in problem-solving activities of the healthcare team by attending meetings, utilizing positive interpersonal skills and appropriate channels to initiate change
• Functions as a role model for other health center personnel and maintains harmonious relationships with patients and members of the health care team
• Uses current knowledge to promote a safe environment for providing healthcare to patients
• Maintains clinical area in a clean, neat, safe manner and participates in assigned duties
• Adheres to CCI Health Services infection control policies
• Understands and adheres to environmental safety guidelines, policies, and procedures
• Participates in fire and disaster programs and drills as appropriate
• Maintains current professional skills and continues professional growth to enhance the performance and image of the organization
• Attends appropriate in-services and continuing education offerings to obtain and maintain necessary skills
• Actively participates in the Patient-Centered Medical Home change process to support the organization’s transformation
• Accepts assignments and extra duties with flexibility and willingness to participate in all organizational activities
• Excellent organization skills
• Solid understanding of finance management
• Adheres to personnel policies to enhance operations
• Conforms to dress code
• Adheres to the attendance policy
• Reports working at the designated time
• Assure that staff are trained and operate in compliance with all government and other regulatory agencies
  
  

MINIMUM QUALIFICATIONS:

• Bachelor's Degree and/or the equivalent of five years' experience in health care administration; three years in a management capacity
• Experience in an acute care setting, preferably a community health center serving culturally diverse and underserved patient populations
• Previously managed a Multi- Specialty Site of 8 to 12 Clinicians and 13-20 Support staff members
• Expertise in computer skills and Microsoft Office, including excel
• Demonstrated leadership, oral and written communication, and strategic analytic skills
• Current BLS/CPR certification required
  
  

WORKING CONDITIONS:

• Proper and professional grooming is always expected
• Prolonged periods of standing, bending, or working at a desk on a computer
• The ability to lift (up to 15lbs) is required.
• Work under fast paced conditions within a controlled enclosed environment daily. The work environment involves exposure to potentially dangerous materials and situations that require extensive safety precautions and may include the use of protective equipment.
• ADA Category. In accordance with the American with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodation will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization
• OSHA Category 1. Clinical environment. Possibility of exposure to chemicals and infectious body fluids e.g., HPV, HIV, HEP C, HSV
  
  

Founded in 1972, CCI Health Services is a diverse and inclusive workplace grounded in community. Located in the Washington, DC Metro Area, each year CCI cares for more than 60,000 individuals in Montgomery and Prince George’s Counties. As a non-profit, CCI is committed to improving health equity through the provision of affordable primary care for all, across all stages of life. Visit ccicares.org for more information.

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