Practice Manager

CORE VALUES

The core values of Community Health Center of Southeast Kansas, Inc. (CHC/SEK) are dignity and stewardship. Each staff member is expected to perform their job duties in a way that preserves dignity for our patients and maintains good stewardship of CHC/SEK’s resources.

GENERAL DESCRIPTION

The Practice Manager position is responsible for the daily operational leadership of one or more assigned clinic locations. This position serves as the operational leader for the clinic and is responsible for ensuring efficient workflows, excellent customer service, high-quality patient care, employee engagement, and compliance with organizational policies and regulatory requirements.

Practice Managers provide direct supervision of Registration staff and operational oversight of clinic functions while collaborating closely with providers, nursing leadership, ancillary departments, and organizational leadership. This position coordinates staffing, scheduling, workflow improvement, patient experience initiatives, facility operations, and daily problem resolution to support safe, efficient, and patient-centered care.

This position requires a proactive leader who demonstrates sound judgment, accountability, responsiveness, critical thinking, effective communication, and the ability to manage multiple priorities in a fast-paced healthcare environment.

 ESSENTIAL DUTIES

1. Manage the daily operations of one or more assigned clinic locations to ensure efficient workflows, excellent customer service, quality patient care, and a safe environment for patients, staff, and visitors. Serve as the primary operational resource for the clinic by responding to issues, solving problems, and following concerns through to resolution.
2. Coordinate and maintain provider, registration, and applicable staff schedules to ensure appropriate staffing coverage and support daily clinic operations. Review and manage time-off requests, address scheduling conflicts, and arrange coverage when needed in a timely manner. 
3. Lead, supervise, and develop Registration staff while working collaboratively with providers, nursing leadership, and other departments to ensure the clinic operates efficiently and staff have the resources they need to be successful.
4. Implement and reinforce CHC/SEK policies, procedures, and standardized operational workflows. Evaluate operational concerns using sound judgment and critical thinking when addressing issues, collaborate with appropriate leaders before implementing operational changes, and ensure consistency in application of policies, procedures, and workflows across clinic(s).
5. Promote and support a positive patient experience by monitoring front-end operations, addressing patient concerns, promoting excellent customer service, and identifying opportunities to improve patient access and satisfaction. 
6. Communicate professionally, clearly, and promptly with employees, providers, leadership, and support departments regarding operational updates, staffing changes, workflow issues, and other clinic needs. Respond to questions and concerns in a timely manner and provide follow-up until issues are resolved. Escalate concerns to appropriate leadership, as needed.
7. Support quality improvement and clinic safety by monitoring the condition of the facility, reporting maintenance concerns, helping resolve operational issues, and participating in efforts to improve clinic performance and patient care.
8. Create, continuously participate in, and promote a positive and respectful work environment by supporting employee engagement, assisting with onboarding and orientation of new employees and students, encouraging teamwork, and representing CHC/SEK professionally within the organization and the community.
9. The essential functions listed are not an exhaustive list of every task the employee is required to complete. Employees are expected to perform all other duties as assigned. 

QUALIFICATIONS

1. Degree in health care administration or related field preferred
2. 3-5 years supervisory/leadership experience, preferably in a healthcare setting. 
3. Must successfully pass annual Registration Clerk competency.
4. Must be fluent in English, written and verbal. Bilingual is a plus.
5. Must possess a valid driver’s license, as travel is required. Must maintain driving standards- no more than 2 minor or 1 major driving violations within a 3-year lookback period.
6. Current BLS certification through American Heart Association (AHA) or obtain within ninety (90) days of hire.

KNOWLEDGE, SKILLS AND ABILITIES

1. Demonstrates the ability to lead, motivate, coach, and develop employees while fostering a positive, respectful, and accountable work environment. Establishes clear expectations, provides timely feedback, recognizes performance, addresses concerns appropriately, and promotes employee engagement and continuous growth.
2. Knowledge of outpatient clinic operations, patient flow, staffing coordination, scheduling, and daily practice management. Demonstrates strong organizational and time management skills by effectively prioritizing multiple responsibilities, coordinating resources, meeting deadlines, and maintaining attention to detail in a fast-paced healthcare environment.
3. Ability to assess situations, identify root causes, evaluate available information, and develop practical solutions. Makes timely, informed decisions that align with CHC/SEK policies, laws, and regulatory requirements while recognizing when issues should be escalated to leadership.
4. Strong verbal, written, and interpersonal communication skills with the ability to communicate professionally and respectfully with patients, employees, providers, leadership, and external partners. Builds collaborative working relationships across departments, responds promptly to concerns, actively listens, and uses appropriate communication channels to resolve issues.
5. Demonstrates a commitment to exceptional customer service by treating patients, visitors, coworkers, and community partners with dignity, empathy, professionalism, and respect while working to resolve concerns in a timely and effective manner.
6. Ability to monitor employee performance, provide coaching and mentoring, document performance discussions, address policy or performance concerns promptly, and hold employees accountable while supporting continuous improvement.
7. Ability to evaluate workflows, identify operational challenges, recommend practical solutions, and implement improvements that promote efficiency, consistency, patient satisfaction, quality of care, and effective use of resources.
8. Proficient in Microsoft Office applications and capable of effectively using electronic health records, scheduling software, communication platforms, and other technology necessary to support clinic operations, reporting, and daily workflow.
9. Demonstrates integrity, accountability, dependability, critical thinking, and professionalism in all interactions. Maintains composure and sound judgment when handling difficult conversations, sensitive situations, or conflict.
10. Ability to remain flexible, organized, and effective in a rapidly changing healthcare environment by adjusting priorities, managing competing demands, calmly responding to emergencies, and maintaining patient and employee safety during unexpected situations.
11. Demonstrates respect for individuals from diverse cultural, social, ethnic, and economic backgrounds while fostering an inclusive workplace and supporting equitable, patient-centered care.
12. Demonstrates strong organizational skills with the ability to manage multiple priorities, coordinate schedules, meet deadlines, and maintain attention to detail in a fast-paced healthcare environment. Effectively balances competing demands while ensuring essential operational responsibilities are completed accurately and on time.
13. Maintains patient, employee, and business confidentiality and protects sensitive information in accordance with HIPAA, CHC/SEK policies and procedures, and all applicable privacy and security regulations. 

WORKING CONDITIONS

1. Maintains composure and professionalism during stressful, high-volume, and/or emergency situations and to effectively manage returning to normal operations immediately after an event occurs. Possesses the ability to effectively engage in conflict resolution and utilize leadership skills to maintain a professional, collaborative, and efficient environment. 
2. Respond quickly and effectively during emergencies, including moving rapidly throughout the clinic and assisting as needed. 
3. 24/7 responsibility for the assigned building(s) including responding to outages, emergencies, operational questions, and other needs that may arise outside of the position’s regular office hours. Staffing responsibilities will frequently be handled outside of office hours.
4. Regularly performs work related duties, answering questions, scheduling coverage for call ins, handling emergencies, and/or responding to operational issues outside of regular office hours and regular clinic operational days/hours. 
5. Required to travel between CHC/SEK clinics, local healthcare partner facilities, outreach events, meetings, etc...
6. Communicate effectively in person, by telephone, and through virtual communication programs. Must be able to clearly speak, hear, and distinguish speech and clinical sounds. 
7. Maintain manual dexterity to sufficiently use hands and fingers for keyboarding, writing, and operating office equipment. As well as reaching, grasping, handling, manipulating and office equipment. Repetitive hand, wrist and finger movements related to clerical duties. These tasks are performed on a frequent, daily basis.
8. Multiple times per day, alternating between sitting, standing, and walking throughout the clinic. Sitting may occur for prolonged periods while completing clerical related work. Occasionally bend, stoop, kneel, crouch, twist, or reaching.
9. Maintain visual acuity necessary to for clerical duties. Read and interpret printed materials, computer screens, and other business/patient related information. Prolonged exposure to computer use, up to entire shift, is required. 
10. Occasionally push or pull equipment, carts, or medical supplies. Occasionally lift and carry up to 10 pounds independently and assist with moving heavier items, up to 25 pounds, as needed. 
11. Maintains stamina, concentration, and cognitive ability necessary to manage and support one or more clinic sites.
12. Exposure to communicable diseases, bloodborne pathogens, bodily fluids, hazardous materials, and other environmental risks common in a healthcare setting. Appropriate personal protective equipment (PPE) and infection prevention protocols must be followed.