Practice Manager
hace 3 días
Houston
Job Description:\n\nBenefits:\n\n 401(k)\n 401(k) matching\n Health insurance\n Paid time off\n Training & development\n Vision insurance\n\nPosition Summary: The Practice Manager is the single point of day-to-day accountability for the patient-facing and clinical-support operations of the assigned practice. The role integrates front-office access, scheduling, registration, eligibility, patient service, clinical back-office workflow, staffing, patient flow, documentation readiness, supply/equipment readiness, compliance execution, and revenue-cycle handoffs into one coordinated management function. The Practice Manager ensures that patients move safely and efficiently from first contact through check-out and follow-up, that staff perform within defined roles and competencies, and that practice operations remain audit-ready and aligned with BBWC policies, HRSA requirements, UDS/HEDIS workflows, Joint Commission standards, OSHA, HIPAA, infection prevention, and applicable payer requirements. \n\nRole boundary: The Practice Manager manages operational execution and compliance. The position does not replace the independent authority of the CMO/Clinic Director for clinical decision-making, the Revenue Cycle Director for billing strategy and claims management, Compliance/Risk for independent compliance oversight, or HR for employment policy administration.\n\n \n\nCore Functional Areas1. End-to-End Practice Operations & Patient Flow\n\n· Own daily practice readiness, opening and closing procedures, staffing deployment, huddles, room readiness, and workflow execution.\n\n· Manage the patient journey from scheduling and registration through rooming, provider support, check-out, referrals, and follow-up.\n\n· Monitor bottlenecks in real time and intervene to maintain timely, coordinated flow.\n\n· Ensure scheduling templates, same-day access processes, call handling, fax/document routing, and appointment workflows are consistently followed.\n\n· Coordinate operational changes across front and back office so that one area does not create delays or compliance failures in another.\n\n2. Front Office, Patient Access & Service\n\n· Supervise registration, check-in/check-out, demographic and insurance verification, eligibility support, collection of patient responsibility, and customer-service workflows.\n\n· Ensure accurate patient records, required forms, privacy practices, and appropriate handling of incoming and outgoing communications.\n\n· Monitor no-shows, cancellations, appointment availability, call-center performance, and access barriers; implement corrective actions within authority.\n\n· Resolve or escalate patient complaints within established timeframes and identify recurring service issues for process improvement.\n\n· Ensure daily cash and receipt controls are completed and reconciled in accordance with segregation-of-duties requirements.\n\n3. Clinical Back Office & Care Delivery Support\n\n· Supervise Medical Assistants, LVNs, and other assigned clinical support staff consistent with licensure, scope, competency, and organizational policy.\n\n· Ensure proper rooming, vitals, intake documentation, specimen handling, standing-order workflow execution, and provider support.\n\n· Ensure charts are prepared before visits and required documentation elements are completed accurately and timely.\n\n· Coordinate referral, discharge, follow-up, and care-coordination workflow execution with Population Health and clinical leadership.\n\n· Maintain clinical supply, medication/supply storage, equipment readiness, preventive maintenance coordination, and emergency-readiness checks.\n\n4. Workforce Management & Accountability\n\n· Prepare and manage staffing schedules and coverage for front and back office functions based on volume, hours of operation, and provider templates.\n\n· Conduct daily huddles, regular staff meetings, onboarding/orientation support, competency follow-up, coaching, performance reviews, and corrective action in coordination with HR and leadership.\n\n· Cross-train appropriate staff to improve continuity while maintaining licensure, scope-of-practice, privacy, and segregation-of-duties controls.\n\n· Monitor attendance, punctuality, productivity, professionalism, training completion, and adherence to BBWC policies and ICARE values.\n\n· Escalate vacancies, competency gaps, conduct concerns, or staffing risks that threaten patient safety, access, compliance, or service continuity.\n\n5. Compliance, Safety, Risk & Audit Readiness\n\n· Maintain day-to-day operational compliance with HRSA requirements, Joint Commission standards applicable to practice operations, OSHA, HIPAA, infection prevention and control, safety, emergency preparedness, and BBWC policies.\n\n· Conduct and document routine operational audits, tracers, and readiness checks; promptly correct deficiencies within authority and escalate material risks.\n\n· Maintain an audit-ready environment with current logs, required postings, staff training evidence, equipment/supply checks, and workflow documentation.\n\n· Immediately report patient-safety events, privacy/security concerns, infection-control breaches, billing/documentation risks, and other compliance concerns through established channels.\n\n· Participate in quality, performance improvement, risk management, and corrective-action activities and verify sustained remediation at the practice level.\n\n6. Documentation, Quality, UDS/HEDIS & Population Health\n\n· Ensure staff capture required demographic, clinical, screening, and quality data elements accurately and consistently.\n\n· Support UDS, HEDIS, VBC, care-gap, and population-health workflows by enforcing assigned practice processes and documentation standards.\n\n· Monitor chart readiness and incomplete support documentation; escalate provider documentation issues to clinical leadership rather than independently directing clinical judgment.\n\n· Use practice dashboards and exception reports to identify workflow gaps and implement operational corrective actions.\n\n· Support patient follow-up, referral closure, and high-risk patient workflows in collaboration with care coordination and Population Health.\n\n7. Revenue Integrity & Business Office Coordination\n\n· Ensure front-end revenue-cycle processes are completed accurately, including registration, insurance verification, eligibility, authorizations/referrals when applicable, collection of patient responsibility, charge-support documentation, and clean handoff to Revenue Cycle.\n\n· Monitor rejected or problem accounts attributable to practice workflow and ensure timely correction by responsible staff.\n\n· Coordinate with Revenue Cycle on payer requirements, coding/documentation education, claim-edit trends, denials caused by front/back office processes, and corrective action.\n\n· Ensure receipts, cash handling, deposits or transfers, petty cash, and related records follow approved financial controls and segregation of duties.\n\n· Review practice-level revenue-cycle and access reports and address operational causes of lost or delayed revenue; the Practice Manager does not replace centralized billing/collections ownership.\n\n8. Facilities, Supplies, Technology & Practice Readiness\n\n· Maintain orderly, safe, patient-ready work areas and coordinate facilities, housekeeping, security/alarm, and maintenance needs.\n\n· Monitor inventory and approve/route supply requests within assigned authority; prevent shortages, expiration, waste, and inappropriate storage.\n\n· Ensure staff can appropriately use EHR, telephones, scanners/faxing, scheduling, and other operational systems; promptly escalate downtime or technology barriers.\n\n· Coordinate equipment readiness and service requests and maintain required records.\n\n· Support emergency, downtime, evacuation, environment-of-care, and continuity procedures at the site level.\n\n9. Performance Improvement & Leadership Communication\n\n· Analyze operational trends in access, throughput, staffing, patient experience, documentation, compliance, and revenue integrity.\n\n· Develop corrective action plans for missed performance standards and track them through resolution.\n\n· Provide concise, data-driven practice updates to leadership, including risks, barriers, decisions needed, and accountable next steps.\n\n· Standardize successful workflows across assigned sites and participate in implementation of new services, programs, and operational changes.\n\n· Promote a culture of ownership in which front office and back office operate as one practice team rather than separate silos.\n\n \n\nPerformance Expectations & KPIs\n\n | Domain | Measure | Target / Standard | Patient Flow | Rooming time | ≤ 10 minutes\n\n | Patient Flow | Total visit cycle time | ≤ 60 minutes\n\n | Patient Flow | Patient wait time | ≤ 20 minutes\n\n | Clinical Workflow | Chart prep completion | ≥ 95% before visit\n\n | Clinical Workflow | Support documentation accuracy | ≥ 95%\n\n | Clinical Workflow | Specimen handling compliance | 100%\n\n | Access | Same-day visit support | ≥ 85%\n\n | Access | No-show rate | ≤ 12% or approved organizational target\n\n | Care Coordination | Assigned follow-up completion | ≥ 90% within policy timeframe\n\n | Care Coordination | Referral support documentation | 100%\n\n | Patient Experience | Patient satisfaction | ≥ 90%\n\n | Patient Experience | Complaint escalation | Same business day\n\n | Compliance | Infection prevention/control | 100% compliance\n\n | Compliance | Practice audit readiness | 100% required documentation available/current\n\n | Revenue Integrity | Front-end registration/eligibility accuracy | ≥ 98%\n\n | Revenue Integrity | Daily cash/receipt reconciliation | 100%\n\n | Revenue Integrity | Practice-caused claim/charge corrections | ≥ 95% within 2 business days\n\n | Workforce | Required training/competency completion | 100% by due date\n\n | Workforce | Staff engagement | ≥ 85%\n\n | Workforce | Turnover | ≤ 15% or approved organizational target\n\nManagement Rhythm· Daily: opening/readiness check, staffing review, team huddle, patient-flow monitoring, unresolved issue review, cash/close controls, and end-of-day exceptions.\n\n· Weekly: access and no-show review, staffing/coverage, incomplete documentation and referral exceptions, supply/equipment readiness, patient complaints, revenue-cycle workflow errors, and open corrective actions.\n\n· Monthly: KPI scorecard, compliance/audit readiness review, staff performance trends, patient experience, revenue-integrity trends, quality/UDS workflow performance, and written leadership report with risks and actions.\n\n· Quarterly: competency validation as applicable, policy/workflow review, emergency and environment-of-care readiness, cross-training needs, trend analysis, and sustained-corrective-action verification.\n\n Qualifications· Bachelor’s degree in healthcare administration, business, nursing, public health, or a related field preferred; equivalent relevant healthcare management experience may be considered.\n\n· Minimum five (5) years of progressively responsible healthcare practice/clinic operations experience, including direct staff supervision; FQHC or ambulatory/community health experience strongly preferred.\n\n· Demonstrated experience managing both patient-access/front-office and clinical-support/back-office workflows.\n\n· Working knowledge of HRSA health center requirements, HIPAA, OSHA, infection prevention, Joint Commission/ambulatory accreditation expectations, UDS/HEDIS workflows, payer requirements, and revenue-cycle fundamentals.\n\n· Strong EHR, scheduling, reporting, Microsoft Office, data interpretation, customer-service, conflict-resolution, coaching, and written/verbal communication skills.\n\n· RN licensure is preferred where the organization desires expanded nursing oversight; it is not required for purely operational management. A non-RN Practice Manager may not perform or direct functions reserved by law, licensure, credentialing, or organizational policy to licensed clinical leadership.\n\n Decision Rights & Escalation· May direct day-to-day staffing deployment, workflow, scheduling execution, patient-flow interventions, front/back office assignments, and corrective operational actions within approved policy.\n\n· Escalates clinical judgment, diagnosis/treatment, nursing-scope questions, standing-order approval, or provider performance concerns to the Clinic Director/CMO.\n\n· Escalates suspected compliance violations, privacy/security incidents, fraud/waste/abuse concerns, or significant regulatory risk to Compliance/Risk and executive leadership.\n\n· Escalates billing strategy, payer disputes, coding policy, write-offs, refunds, or material A/R decisions to Revenue Cycle/Finance.\n\n· Coordinates employee relations, formal discipline, leave/accommodation, and employment-policy matters with HR.\n\n ICARE Leadership Expectations· Integrity — Maintain accurate records, transparent reporting, and ethical operational decisions.\n\n· Commitment — Ensure reliable execution of patient care support and access every day.\n\n· Accountability — Own practice performance from front door through back-office completion and follow-up.\n\n· Respect — Create a patient-centered, culturally responsive, professional work environment.\n\n· Excellence — Continuously improve safety, quality, efficiency, access, patient experience, and financial stewardship.
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