Practice Manager II

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

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Manages front end operations team (3+ staff)

• Responsible for recruiting, hiring, orientation, training, development and evaluation and management of staff.
• Ensure annual staff mandatories are completed.
• Ensure adherence to policies and procedures.
• Promptly and accurately complete required documentation related to hires, terminations, and other status changes.
• Conduct timely and thorough employee performance appraisals.
• Effective management of temporary services staff.
• Manages and approves requests for time off and overtime from direct reports.
• Manage staff firmly, fairly and consistently.
• Prepare and deliver cross training to front end operations team to develop a coverage pool for all CCW Clinics
• In collaboration with providers, directly monitor the work of staff to ensure accuracy and maximum efficiency.
• Provide PSR/OAR level coverage in situations of severe staffing shortages.

Administrative supports for staff (clinical and administrative)

• Manages Division Coordinator
• Assist with orientation/onboarding of clinical staff in collaboration with clinic leadership.

Systems Management

• Master and manage all systems used to support clinical operations and administrative functions (eRecord, EAPro, UKG, clinic email addresses and calendars (Outlook), Workday, shared drives/applications, MyPath, etc.).
• Oversee the implementation of system upgrades, various rollouts and projects related to clinical and administrative systems.

Clinic Support

• Develop guidelines for prioritizing and assigning work activities, evaluating effectiveness and modifying process as necessary.
• Prepare weekly schedule for staff ensuring proper staffing to support daily clinic operations.
• Demonstrate skill in resolving difficult patient complaints and concerns.
• Establish and maintain efficient and responsive patient flow system.
• Schedule and attend regular office meetings with providers and office staff.
• Implement procedures for enhancing levels of service and quality.
• Implement and enforce Ambulatory, Psychiatry, CCW and clinic specific expectations, policies and procedures.
• Collaboratively prepare and execute coordination plans for front end coverage needs (call outs, vacations, and vacancies).
• Communicate coverage plans promptly to necessary stakeholders.
• Prepare regular schedule/coverage for staff ensuring proper staffing to support daily office operations.
• Manage all facilities and equipment needs (submit facilities requests, manage swipe access, order and maintain equipment inventory, work with IT and ISD to support staff and faculty as needed, etc.)

Policies/Procedures/Compliance and Regulations/Best Practices

• Train and maintain office specific emergency plan, maintain downtime computer information and requirements, support the coordination of annual clinic training requirements (disaster drills, fire, etc.)In collaboration with providers, directly monitor the work of staff to ensure accuracy and maximum efficiency.
• Ensure adherence to compliance/regulations
• Support and uphold policies, procedures, objectives, quality improvement, safety, environmental and infection control and codes and requirements of accreditation and financial performance.
• Align with Ambulatory best practices and expectations.
• Ensure compliance with standard, HIPAA, OSHA and JCAHO policies.

• Perform audits on tasks in eRecord and use results to provide additional training/support for front end staff
• Prepare regular reports on clinic data for division leadership including data from eRecord, HRMS and other systems as needed.
• Assures I CARE values are demonstrated by all staff at all times. Acts as an excellent representative of the unit at departmental, service and institutional meetings. Serves as point person for the management of patient complaints and in this role, serves as a front line problem solver.
• Answers correspondence and other inquiries involving the interpretation of University as well as departmental policy, regulations, procedures, etc.; guides subordinates on replies to routine correspondence. 
• Acts as a liaison with physicians, staff and with other community health, social and government agencies.
• Plans and establishes meetings, and coordinates the arrangements and preparation of program literature, brochures and other materials.

Other duties as assigned

• Associate's degree preferably with coursework in business administration or health care administration and 3 years administrative experience with one of those years healthcare management required
• Bachelor's degree preferred
• 5 years administrative experience preferred
• Or equivalent combination of education and experience

• Electronic Medical Record (EMR) skills (with training) with proficiency in all aspects, including template building and billing knowledge preferred
• Advanced knowledge of medical practices, terminology, and reimbursement policies preferred
• Microsoft Outlook email skills preferred
• Electronic filing skills preferred
• Typing skills preferred
• Intermediate proficiency with Microsoft Word and Excel preferred

• Notary License within 1 year preferred

The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture 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 characteristic protected by federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.