Job Information
Martin's Point Health Care Manager Practice Operations in Gorham, Maine
Join Martin's 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 of "people caring for people," Martin's Point employees are on a mission to transform our health care system while creating a healthier community. Martin's 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 Martin's Point has been certified as a "Great Place to Work" since 2015.
Position Summary
The Manager, Practice Operations works collaboratively with all members of the care team providing world class service to both the patients and staff of Martin’s Point. The Manager, Practice Operations oversees the overall day to day operations of the Health Centers including both front office (Admin, check in/out, referrals) and back office (embedded PSRs and clinical staff) functions to ensure exemplary customer service to our patients and timely response to our provider staff. The role is responsible for managing the schedules and performance of staff. This role also works to ensure metrics are achieved.
This position collaborates and partners regularly with the Director Practice Operations, Practice Medical Director and other clinical leadership to ensure that site operations support high quality delivery of patient care. In partnership with Director Practice Operations this position is responsible for implementation, monitoring and integration of management systems and programs throughout the site. Provides consultative service/support to Medical Directors and clinical staff. Works with functional directors of other departments (that may have a presence in the health center) to ensure that site needs are supported. Examples include (but are not limited to) radiology, lab, specialties, etc. Ensures site needs are supported.
Job Description
Key Outcomes:
Responsible for all site-based operational staff (excluding providers).
Directs all aspects of site operations. In 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 roles. In 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
Bachelor’s 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 Martin’s 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.
We are an equal opportunity/affirmative action employer.
Do you have a question about careers at Martin’s Point Health Care? Contact us at: jobinquiries@martinspoint.org
Martin’s Point Health Care is a progressive, not-for-profit organization providing care and coverage to the people of Maine and beyond. The organization operates six primary care health care centers in Maine and New Hampshire, accepting most major insurance plans. Martin’s Point also administers two health plans: Generations Advantage (Medicare Advantage plans available throughout Maine and New Hampshire), and the US Family Health Plan (TRICARE Prime® plan for active-duty and retired military families in northern New England, upstate New York, and western Pennsylvania). For more information, visit https://careers.martinspoint.org .