Manager Practice Operations

Join Martins Point Health Care - an innovative not-for-profit health care organization offering care and coverage to the people of Maine and beyond. As a joined force ofpeople caring for people Martins Point employees are on amission to transform our health care system while creating a healthier community. Martins Point employees enjoy an organizational culture of trust and respect where our values - taking care of ourselves and others continuous learning helping each other and having fun - are brought to life every day. Join us and find out for yourself why Martins Point has been certified as a Great Place to Work since 2015.

Key Outcomes:

• Responsible for all site-based operational staff (excluding providers).
• Directs all aspects of site collaboration with Director Practice Operations supports development of staffing plans and hiring of all non-provider staff. Collaborates with Director Practice Operations clinical leadership and specialty directors on: establishment of annual site goals metrics and performance management systems; development of site management teams; establishment and monitoring of customer service goals and performance; measurement and improvement of provider patient and staff satisfaction; and daily problem solving. Continuously strives to create a patient-centered care environment that will result in high patient satisfaction scores.
• In partnership with Director Practice Operations defines and communicates performance expectations and measurements and regularly monitors performance which includes feedback from providers for all clinical and administrative support partnership monitors the delivery of high-quality patient care by supporting the implementation of quality initiatives and ensuring compliance with HIPAA NCQA and Corporate Compliance programs.
• Refers medical management and clinical questions to local physician and clinical leadership as appropriate.
• Advises Medical Directors and Director Practice Operations of specific operations problems and solutions or recommendations with a lens toward evaluation of potential multi-site impact. Provides problem resolution assistance as necessary.
• Hires new staff addresses employee relations issues consistent with MPHC policy ensures that all site staff members receive appropriate orientation training and development. Ensures that company policies and procedures state and federal laws and union guidelines are followed within the practice. Assesses staffing needs within a site and is responsible for reallocating staff within the site to address immediate short-term staffing problems.
• Creates an environment of employee ownership in their practice by providing timely communication of practice organization information engaging employees in problem solving and process improvement and providing leadership support and resources.
• Participates in local marketing and community relations efforts on behalf of the practice.
• Supports monitors and audits Standard Work implementation to ensure integration and sustainment into the team workflows.
• Serves as a direct contact for staff for daily messaging and schedule changes to minimize disruption to patient flow.
• Oversees provider schedules and schedule management.
• Partners with Director of Practice Operations to manage provider departure process including reassignment of patient panels.
• Manages patient complaints.
• Participates in daily huddles and regular team meetings to improve workflows and contribute to improving patient population outcomes.
• Leads or partners with clinical leadership to lead site clinical staff and Patient Service Representative meetings.
• Participates in meetings/committees as appropriate on a site DS and organizational level.
• Partners with Clinical Integration team to ensure alignment of patient facing clinical content to ensure it is based on approved clinical guidelines.
• Partners with clinical leadership to ensure ACC RNs have earned certification and training on equipment and systems.
• Other tasks and projects as assigned.

Education/Experience

• Bachelors degree preferred or equivalent combination of education and experience required
• Minimum 3 years related experience required; healthcare/operational/medical services/delivery systems
• Leadership and/or management experience required

Required License(s) and/or Certification(s):

Skills/Knowledge/Competencies (Behaviors):

• Demonstrates an understanding of and alignment with mission and values of Martins Point
• Demonstrated ability to lead complex organizations through change
• Effectiveness in collaborating with physicians and clinical leadership
• Demonstrated ability to use process improvement techniques to achieve operational results
• Experience navigating budgets to achieve financial results
• Ability to effectively achieve results through the collaboration and management of staff
• Understanding of HIPAA NCQA and other regulatory requirements to ensure practice compliance
• Ability to communicate effectively both in writing and orally with a wide range of customers
• Ability to plan organize prioritize and direct the work of others
• Demonstrates initiative in identifying problems researching recommending and implementing solutions
• Ability to maintain patient and staff confidentiality
• Knowledge of scheduling technology and protocols to maximize clinical productivity
• Requires a high degree of judgment discretion initiative leadership and demonstrated ability in financial management negotiations communication and interpersonal skills
• Ability to travel within and out of state to other sites trainings or conferences

There are additional competencies linked to individual contributor provider and leadership roles. Please consult with your leader to discuss additional competencies that are relevant to your position.

This position is not eligible for immigration sponsorship.

We are an equal opportunity/affirmative action employer.

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