Practice Manager - Full-Time

Summary:

The Practice Manager oversees the clinic's daily scheduling operations across site departments. This role ensures smooth,

patient-centered operations by coordinating flow and maintaining high standards of administrative efficiency,

professionalism, and patient/client service. The Practice Manager optimizes schedules, hours of operation, and front-end

processes; supports staff performance; and ensures the clinic environment reflects InterCommunity’s value of inspiring

hope and promoting whole-person health.

Essential Duties & Responsibilities:

Administrative Operations:

• Oversee daily administrative workflow across all clinic departments to ensure smooth, patient-centered operations.
• Provide welcoming, culturally responsive, trauma-informed customer service to all patients and visitors.
• Oversee front desk operations to ensure consistent professionalism, accuracy, and adherence to service standards.
• Answer incoming calls, provide information, and route inquiries to appropriate departments with clarity and empathy. Oversee voicemail checks and return calls. Maintain schedule accuracy, including appointment, booking, reminder calls, and MyChart activation support.
• Oversee the verification of insurance coverage, collect co-pays, and ensure accurate billing and coding practices.
• Oversee scanning, indexing, and proper routing of medical records, correspondence, and other documents.
• Maintain high standards of professionalism, service quality, and operational efficiency among staff.
• Monitor and reinforce service standards, including timely and accurate appointment reminder calls.
• Track call volume trends, working closely with I.T.; e.g., abandoned call rates and access barriers; implement strategies to improve patient access and responsiveness.
• Optimize schedules, hours of operation, and front-end processes to support clinic flow and patient needs.
• Oversees and monitors regional transportation services to ensure compliance with internal standards and DMHAS requirements for the program.

Waiting Room Management & Patient Navigation:

• Direct waiting room operations, ensuring efficient check-in/out flow, queue management, and clear communication about delays from whole-person assessments, therapy, psychiatry, and primary care.
• Support patient navigation by assisting with forms, MyChart setup, portal access, and general inquiries.
• Maintain a welcoming, safe, and organized waiting room environment that reflects InterCommunity’s values of hope and whole-person health.
• Collaborate with Facilities for Building Project Development and management to maintain a professional, safe, and welcoming environment by ensuring spaces remain aesthetically appealing, free of obstacles, and compliant with Environment of Care standards. Identify and address facility-related concerns promptly through the appropriate facilities process.
• Provide education and support to patients regarding clinic processes, available resources, MyChart/portal use, and navigation of services.
• Provide ongoing staff training, coaching, and education to support consistent workflows, service standards, and performance improvement.

Compliance, Documentation & Reporting:

• Ensure all administrative processes comply with HIPAA, organizational policies, and regulatory standards.
• Maintain accurate logs for daily operations, incidents, patient concerns, and workflow disruptions.
• Support audit readiness through complete, accurate documentation and record management.
• Track and ensure completion of staff competencies, mandatory training, and orientation requirements.

Cross-Department Coordination:

• Collaborate with all clinical and administrative departments. 
• Serve as the operational liaison between front desk staff and clinical leadership to ensure seamless communication and workflow alignment. 
• Support coordination of patients flow across Primary Care, Behavioral Health, and Psychiatry. Problem Solving, Quality Improvement & Workflow Optimization 
• Troubleshoot workflow barriers and resolve patient concerns in real time with professionalism and empathy.
• Identify operational gaps and implement improvements to enhance efficiency, patient satisfaction, and staff performance. 
• Use operational data to inform staffing patterns, scheduling adjustments, and workflow priorities. 
• Promote continuous quality improvement through monitoring trends, evaluating processes, and recommending system enhancements. All other duties as assigned.

*All agency staff are required to attend all mandatory department/agency meetings and trainings*

Education &/Or Experience:  

• Education in Healthcare Management, Human Services, Social Work, or Public Health is preferred.
• Minimum of 3 years of experience working in a leadership role in a medical setting.
• Experience in healthcare administration or outpatient operations preferred.
• Demonstrated ability to supervise staff in a fast-paced clinical environment.
• Strong communication, conflict resolution, and customer service skills.
• Proficiency with EHR systems (Epic/MyChart preferred).
• Ability to maintain professionalism, confidentiality, and composure under pressure.

Competencies:

• Initiative
• Leadership
• Time Management
• Decision Making
• Communication Proficiency (Verbal & Written)
• Computer Literacy (Microsoft Word & Keyboarding)
• Organization Skills