Overview

Title:Concierge and Executive Medicine Clinic Manager

Department: Primary Care or Concierge MedicineFacility: Clinic Settings

Classification: Exempt

Relationships:

Immediate Supervisor: Regional Director

Positions Supervised: Clinic Staff

Directs and Delegates: Daily operations and activities

Qualifications:

The following, or equivalents, are the minimum requirements necessary to perform the essential functions of the position.

Education/formal training/licensure/certifications/experience:

Prefer BS Degree in Business, Accounting, Finance, Healthcare Administration, Applied Science or equivalent. Minimum of three years’ experience in Concierge or Primary Care physician practice including supervisory responsibilities.

Additional Skills:

Financial/analytical skills. Excellent verbal and written skills. Excellent customer service skills. Extensive knowledge of insurance rules, including but not limited to reimbursement, third party payers, pre-certification, ICD-10 and CPT coding. Ability to lead others. Maintain strict confidentiality of medical, financial, and staff related information. Able to perform several tasks at once in an organized manner. Extensive knowledge of various medical software systems. Strong organizational and people skills. Strong sense of Customer Service

Working Conditions:

Office environment. Minimal potential for exposure to communicable diseases Frequent interruptions, multiple deadlines from multiple sources. Fast paced

Physical Requirements:

Ability to access all areas of the facility; ability to sit for long periods of time; visual and hearing acuity. Ability to travel to facilities other than main campus.

Age Groups Served (Clinic Specific):

X Middle Adult

X Young Adult                            X Older Adult

Position Specific Competencies: Concierge and Executive Medicine Operations Manager

In addition to the following essential position competencies, other competencies may be required to meet changing organization needs.

Uses an appropriate problem-solving approach to plan services.Assists with assuring that clinical service objectives are established, approved by Regional Director and COO FirstHealth Physician Group and are implemented. Assists with planning, developing, administering, and evaluating service operating and capital budgets.Manages operating and capital budget expenditures and effectively corrects discrepancies in a timely fashion. Assist with program business operations. Shares accountability for clinic and program sound fiscal management with Regional DirectorParticipates in development/implementation of the strategic plan as it relates to Concierge and Executive Services.Assists with planning/implementing/marketing/evaluating new clinic and project start-ups as it relates to Concierge and Executive services.Assist with operational benchmarking, budgeting, compensation and new project development.Identify and cultivate community relationships as it pertains to clinic growth and recruitment.Capable of managing resources and implementing strategic plans that generate growth and new volume in a practice settingEnsures accreditation standards, licensing and regulatory requirements for Joint Commission, NHSC, CLIA, OSHA, Radiation Protection, HIPAA, PCMH, OIG, and others as required by Federal or State statues and as applicable to that specific clinic site.Develops, recommends, and implements policies and procedures for the clinic in conjunction with all FHPG with supervision, assistance, and monitoring from clinic administration. Hires, trains, counsels, coaches, and supervises staff with assistance from FH Human Resource department and FHC associated guidelines and policies. Resolves patient complaints/concerns and reports appropriately to clinic administrators and FH MRH Risk Management; identifies those areas where processes could be changed to assist in preventing on-going complaints of this nature; corrects and monitors. Implements, monitors, and improves effective reimbursement procedures, including CPT and ICD-10 coding, in compliance with established third party billing regulations, federal, state, commercial. Supports all administrative efforts regarding FHPG Compliance Plan, its implementation and ongoing maintenance. Maintenance is defined as staff education, audits, and pre and post testing were applicable. Manages assigned work queues and in-baskets in Epic. Monitors errors and applies corrections through education of staff, etc. where needed. Collaborates with Central Billing Office regarding accounts, outstanding balances, financial planning, and collections. documentation, and follow-up monitoring. Utilizes PDCA when appropriate. Monitors and coordinates the correct, accurate collection of co-pays and any over the counter payments, end of day balancing, and deposit functions, meeting compliance standards.

Provides services with consideration of the recipient’s needs.Maintains facility to provide a safe, comfortable, and effective environment of care. Works with physicians and APP’s to ensure appropriate resources and systems for patient care are available, considering patients’ psychosocial, spiritual, cultural, and developmental needs. Works with FH to provide resources and materials supportive of the cultural diversity of the patients in rural NC. Audit and create a best systems practice with management for all communication, collaboration tools, and general guidelines and protocols for staff that best serve the clientWorks to assure that ongoing quality and integrated patient care services are provided.Direct integration of care across health system service lines and related entities.Assists administration in monitoring patient satisfaction; identifies and implements programs and policies to enhance patient satisfaction. Oversees, addresses and resolves acute customer service concerns during and outside clinic business hours.Establish and maintain relationships with area life-planning communities to deliver services according to existing contracts and to promote patient recruitmentCoordinates and monitors patient appointment schedules, no shows, satisfaction surveys, and all tasks germane to patient flow and process, promoting access to medical area wherever possible. Promotes quality staff interaction on all levels as it impacts patients, providers, and internal and external customers. Demonstrates sensitivity and consideration to staff needs as relative to psychosocial, spiritual, cultural, and educational development needs.

Uses equipment/supplies correctly. Assures that equipment is maintained in good condition. Maintains adequate inventory of supplies and forms. Coordinates all ordering of office and clinical supplies as necessary to keep minimum stock level with attention of effective cost control. Monitors compliance to safety regulations and maintains appropriate logs and checklists for lab, x-ray, and clinical equipment. Works with IS to plan and implement technology upgrades as needed.Supports all computer and systems management programs utilized to effectively operate a medical clinic utilizing FH IT support as needed. Utilizes Bio Med support where appropriate to support equipment safety. Applies OSHA principles and guidelines where needed in the work environment and maximizes application of FH Infection control resources to their individual clinic environments.

Uses appropriate safety and infection control measures.Monitors safety and infection control measures within the clinic and establishes systems to comply with standards. Assures patient safety by following applicable patient safety goals established by the FirstHealth as applicable to specific clinic sites. Encourages staff and providers to participate in CBL and Net Learning for JC patient safety goals as applicable to specific clinic sites. Monitors patient safety occurrences, documenting correctly, notifying appropriate departments and implementing corrections. Maintains current infection control and safety reference materials and manuals on site or available on Internet. Coordinates annual safety and OSHA inspections utilizing FHC departmental resources. Applies OSHA principles and guidelines where needed in the work environment and maximizes application of FH Infection control resources to their individual clinic environments.

Teaches/directs/advises/informs others in an appropriate manner.Communicates accurate and timely information to physicians, APPs, staff, patients, administrations, and other departments. Plans and facilitates provider meetings and staff meetings. Enhances effective communication, verbal and written. Maintains physician, APP, and staff call and work schedules in a timely manner and in an appropriate location that encourages communication. Follows FHC policy and philosophy to promote ongoing education and/or skill set training applicable to a clinic setting for all staff and healthcare professionals.Coordinates staff training and continuing education reports and performs performance evaluations of immediate staff in a timely manner and in conjunction with FHC HR protocols. Ensures correct staff patterns that support cross training and promote quality clinic operation even when short staffed.

Reports/records information appropriately.Prepares and submits daily, weekly, and monthly statistical and accounting information as required.Prepares and maintains Concierge Contract patient detail and financial reports as well as provider panel reports.Provides special project monitoring and reports as requested. Maintains minutes of all meetings; sends to administration or makes available upon request. Monitors employee payroll records through ADP and makes necessary edits, maintaining edit logs and communicating areas of difficulty regarding over time to administration. Maintains compliant with HR payroll principles. Successfully implements Electronic Medical Records with assistance from IS and administration in a manner supportive of quality patient care, provider, and staff satisfaction and HIMS/HIPAA protocols. Successfully applies Epic updates in a timely fashion while working toward enhanced production and greater patient convenience through pharmacy access, medication reconciliation, and continuity of care, communicating variances, etc. to providers. Performs daily charge reconciliation.