Manager Clinic Practice Operations II

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$43.30/hr - $64.95/hr

PATIENT SATISFACTION Collaborates with the Director, Physician Practice Management and physician leadership to maintain an environment that is patient centered as evidenced by availability of open access including but not limited to the following: same day appointments, future appointments made, referrals made within the group, adherence to test result reporting guidelines, positive patient comments, and meeting/exceeding Key Results Area (KRA) goals.

• Achieves patient satisfaction scores consistent with Advocate Medical Group (AMG) and practice site goals.
• Actively rounds on patients and associates to create and maintain a positive patient experience.
• Reviews and analyzes each patient comment and monitors satisfaction scores.
• Communicates and discusses patient satisfaction goals and objectives to all associates and physicians, maintains as a standard agenda item, reports and posts results.
• Devises and implements patient satisfaction improvement plans based upon the feedback from various sources as approved by the Director, Physician Practice Management.
• Monitors and communicates improvement initiatives, and holds self and associates accountable to performance standards, behaviors of excellence and patient service standards.

HEALTH OUTCOMES Establishes and carries out procedures for appropriate delivery of patient care and monitoring of quality standards in compliance with AMG, regulatory and payer guidelines.

• Provides a safe environment for patients and associates through effective monitoring of staff and physician compliance to established standards of care, policies and procedures and HIPPA compliance. Ensures all associates are up to date with all safety training and certifications.
• Ensures availability of all equipment, supplies and other tools necessary for patient care.
• Evaluates and monitors health outcome indicators and carries out ongoing process improvements using established best practices and clinical initiative tools.
• Partners with director and physician leadership to ensure accuracy and timely documentation of all patient care services. Monitors compliance within all AMG wide systems, and all regulatory standards to ensure standards are met and followed. Collaborates with Quality Improvement, Risk Management, and the coding and compliance departments to facilitate education for all physicians and associates.
• Supports and maintains a Culture of Safety. Monitors, tracks and resolves patient and safety events in the STARS system. Encourages associates use of STARS system to report all events and near miss events. Ensures timely and comprehensive completion of ACAs and RCAs when indicated. Utilizes information to implement process changes and educates for improvement.
• Coordinates, monitors, and audits Clinical Integration, HEDIS, Senior Wellness program, Medical Home Program, and all other health outcome related programs including Advocate Care. Ensures that associates are educated on all program initiatives and are incorporating program elements into their daily workflow. Collaborates with care team to meet health outcome goals set by AMG and other agencies.
• Develops and implements process changes to meet/exceed organizational goals related to health outcome indicators. Educates and involves physicians and associates.
• Collects statistics and prepares monthly, quarterly, annual reports and shares all data with the physicians and associates.

FUNDING OUR FUTURE Ensures financial success of practice(s) by actively monitoring budget, physician productivity and fiscal operations of assigned cost centers.

• Knowledgeable regarding requirements of all payment plans in which the practice participates, including but not limited to Managed Care Plans, Medicare, HMOs, PPOs,…