St. Luke's
is proud of the skills, experience and compassion of its employees. The employees of St. Luke's are our most valuable asset! Individually and together, our employees are dedicated to satisfying the mission of our organization which is an unwavering commitment to excellence as we care for the sick and injured; educate physicians, nurses and other health care providers; and improve access to care in the communities we serve, regardless of a patient's ability to pay for health care.
Position:
The Senior Manager, Practice Operations leads and manages the operations of assigned practices to ensure successful practice operations, effective execution of operational workflows, a patient experience consistent with SLPG standards, and a highly engaged practice operations team.
JOB DUTIES AND RESPONSIBILITIES:
Performs all leadership and managerial functions across the employee life cycle for direct reports including hiring, onboarding/orientation, performance management, ongoing coaching and development, recognition, etc.
Ensures operational readiness for clinical and administrative operations (e.g., developing employee schedules; maintaining supply inventory, office equipment and furnishings, cleanliness; facilitating daily huddles; updating time management systems; maintaining Point of Care licensing, etc.).
Manages practice operations, workflow execution, employee collaboration and overall patient experience.
Partners with other organizational functions (e.g., Billing/Coding, Facilities/Property Management, Hospital Entity departments, Access Center, etc.) to coordinate and facilitate effective practice operations.
Maintains strong collaboration and connectivity with Access Center operations and centralized functions (e.g., POD, Capacity Management, etc.) to enable seamless operations and optimal patient/employee experiences (e.g., transfers, triage protocols, template changes, huddles, POD/practice connectivity, etc.).
Serves as point of escalation and addresses critical operational, technological, patient, and personnel issues.
Achieves expected practice financial performance through judicious expense management, efficient resource utilization, volume growth, and execution of expected financial management best practices.
Utilizes organizational tools to monitor practice performance (volume, patient satisfaction, productivity, quality, etc.), identifies opportunities for improvement, and develops/implements improvement strategies via a multidisciplinary, team-based approach.
As applicable, effectively utilizes practice leads (e.g., Practice Operations Coordinators, Clinical Coordinators, etc.) to support oversight of practice workflows/processes, etc.
Ensures adherence to policies, procedures, and SLPG Access Governance Principles.
Other duties as assigned.
PHYSICAL AND SENSORY REQUIREMENTS:
Sitting for up to three (3) hours per day; three (3) hours at a time. Standing for up to eight (8) hours per day; eight (8) hours at a time. Walking for up to six (6) hours per day; one (1) hour at a time. Frequent fingering, handling, grasping, twisting, and turning as it relates to therapeutic procedures. Consistently lift, carry, and push objects up to 10 pounds. Occasionally lift, carry, and push objects up to 75 pounds. Rarely lifting with assistance, up to 100 pounds. Rarely pushing and pulling patients weighing up to 300 pounds in a wheel chair or stretcher. Occasionally stooping and bending. Must be able to perceive attributes of an object through touch. Seeing as it relates to normal near, far, color, and peripheral vision. Hearing as it relates to normal conversation and high and low frequencies.
EDUCATION:
Bachelor's Degree in health or business administration and minimum three years of office management experience including one year in a health care organization required.
OR Master's Degree in health or business administration and minimum one year of office management experience including one year in a health care organization.
TRAINING AND EXPERIENCE:
Competencies required for this job:
Strong business acumen
Skilled in all forms of communication
Effectively able to develop self and others
Leadership presence/EQ, presents as a composed and competent leader
Quality focused
Exudes patient and customer service focus
Shares a compelling strategy that inspires others
Medical practice management experience in across key areas: business operations, financial management, human resource management, information management, organizational governance, patient care systems, risk management and quality management required.
Strong direct performance management, tact, and financial acumen required.
Basic knowledge of CLIA, HIPAA, NCQA, and OSHA medical office regulations required.
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