Practice manager

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• Paid time off
• Training & development
• Vision insurance

Position 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.

Role 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.

Core Functional Areas

1. End-to-End Practice Operations & Patient Flow
   • Own daily practice readiness, opening and closing procedures, staffing deployment, huddles, room readiness, and workflow execution.
   • Manage the patient journey from scheduling and registration through rooming, provider support, check-out, referrals, and follow-up.
   • Monitor bottlenecks in real time and intervene to maintain timely, coordinated flow.
   • Ensure scheduling templates, same-day access processes, call handling, fax/document routing, and appointment workflows are consistently followed.
   • Coordinate operational changes across front and back office so that one area does not create delays or compliance failures in another.
2. Front Office, Patient Access & Service
   • Supervise registration, check-in/check-out, demographic and insurance verification, eligibility support, collection of patient responsibility, and customer-service workflows.
   • Ensure accurate patient records, required forms, privacy practices, and appropriate handling of incoming and outgoing communications.
   • Monitor no-shows, cancellations, appointment availability, call-center performance, and access barriers; implement corrective actions within authority.
   • Resolve or escalate patient complaints within established timeframes and identify recurring service issues for process improvement.
   • Ensure daily cash and receipt controls are completed and reconciled in accordance with segregation-of-duties requirements.
3. Clinical Back Office & Care Delivery Support
   • Supervise Medical Assistants, LVNs, and other assigned clinical support staff consistent with licensure, scope, competency, and organizational policy.
   • Ensure proper rooming, vitals, intake documentation, specimen handling, standing-order workflow execution, and provider support.
   • Ensure charts are prepared before visits and required documentation elements are completed accurately and timely.
   • Coordinate referral, discharge, follow-up, and care-coordination workflow execution with Population Health and clinical leadership.
   • Maintain clinical supply, medication/supply storage, equipment readiness, preventive maintenance coordination, and emergency-readiness checks.
4. Workforce Management & Accountability
   • Prepare and manage staffing schedules and coverage for front and back office functions based on volume, hours of operation, and provider templates.
   • Conduct daily huddles, regular staff meetings, onboarding/orientation support, competency follow-up, coaching, performance reviews, and corrective action in coordination with HR and leadership.
   • Cross-train appropriate staff to improve continuity while maintaining licensure, scope-of-practice, privacy, and segregation-of-duties controls.
   • Monitor attendance, punctuality, productivity, professionalism, training completion, and adherence to BBWC policies and ICARE values.
   • Escalate vacancies, competency gaps, conduct concerns, or staffing risks that threaten patient safety, access, compliance, or service continuity.
5. Compliance, Safety, Risk & Audit Readiness
   • 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.
   • Conduct and document routine operational audits, tracers, and readiness checks; promptly correct deficiencies within authority and escalate material risks.
   • Maintain an audit-ready environment with current logs, required postings, staff training evidence, equipment/supply checks, and workflow documentation.
   • Immediately report patient-safety events, privacy/security concerns, infection-control breaches, billing/documentation risks, and other compliance concerns through established channels.
   • Participate in quality, performance improvement, risk management, and corrective-action activities and verify sustained remediation at the practice level.
6. Documentation, Quality, UDS/HEDIS & Population Health
   • Ensure staff capture required demographic, clinical, screening, and quality data elements accurately and consistently.
   • Support UDS, HEDIS, VBC, care-gap, and population-health workflows by enforcing assigned practice processes and documentation standards.
   • Monitor chart readiness and incomplete support documentation; escalate provider documentation issues to clinical leadership rather than independently directing clinical judgment.
   • Use practice dashboards and exception reports to identify workflow gaps and implement operational corrective actions.
   • Support patient follow-up, referral closure, and high-risk patient workflows in collaboration with care coordination and Population Health.
7. Revenue Integrity & Business Office Coordination
   • 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.
   • Monitor rejected or problem accounts attributable to practice workflow and ensure timely correction by responsible staff.
   • Coordinate with Revenue Cycle on payer requirements, coding/documentation education, claim-edit trends, denials caused by front/back office processes, and corrective action.
   • Ensure receipts, cash handling, deposits or transfers, petty cash, and related records follow approved financial controls and segregation of duties.
   • 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.
8. Facilities, Supplies, Technology & Practice Readiness
   • Maintain orderly, safe, patient-ready work areas and coordinate facilities, housekeeping, security/alarm, and maintenance needs.
   • Monitor inventory and approve/route supply requests within assigned authority; prevent shortages, expiration, waste, and inappropriate storage.
   • Ensure staff can appropriately use EHR, telephones, scanners/faxing, scheduling, and other operational systems; promptly escalate downtime or technology barriers.
   • Coordinate equipment readiness and service requests and maintain required records.
   • Support emergency, downtime, evacuation, environment-of-care, and continuity procedures at the site level.
9. Performance Improvement & Leadership Communication
   • Analyze operational trends in access, throughput, staffing, patient experience, documentation, compliance, and revenue integrity.
   • Develop corrective action plans for missed performance standards and track them through resolution.
   • Provide concise, data-driven practice updates to leadership, including risks, barriers, decisions needed, and accountable next steps.
   • Standardize successful workflows across assigned sites and participate in implementation of new services, programs, and operational changes.
   • Promote a culture of ownership in which front office and back office operate as one practice team rather than separate silos.

Performance Expectations & KPIs

Management Rhythm

• Daily: opening/readiness check, staffing review, team huddle, patient-flow monitoring, unresolved issue review, cash/close controls, and end-of-day exceptions.
• 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.
• 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.
• Quarterly: competency validation as applicable, policy/workflow review, emergency and environment-of-care readiness, cross-training needs, trend analysis, and sustained-corrective-action verification.

Qualifications

• Bachelor’s degree in healthcare administration, business, nursing, public health, or a related field preferred; equivalent relevant healthcare management experience may be considered.
• Minimum five (5) years of progressively responsible healthcare practice/clinic operations experience, including direct staff supervision; FQHC or ambulatory/community health experience strongly preferred.
• Demonstrated experience managing both patient-access/front-office and clinical-support/back-office workflows.
• 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.
• Strong EHR, scheduling, reporting, Microsoft Office, data interpretation, customer-service, conflict-resolution, coaching, and written/verbal communication skills.
• 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.

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.
• Escalates clinical judgment, diagnosis/treatment, nursing-scope questions, standing-order approval, or provider performance concerns to the Clinic Director/CMO.
• Escalates suspected compliance violations, privacy/security incidents, fraud/waste/abuse concerns, or significant regulatory risk to Compliance/Risk and executive leadership.
• Escalates billing strategy, payer disputes, coding policy, write-offs, refunds, or material A/R decisions to Revenue Cycle/Finance.
• Coordinates employee relations, formal discipline, leave/accommodation, and employment-policy matters with HR.

ICARE Leadership Expectations

• Integrity — Maintain accurate records, transparent reporting, and ethical operational decisions.
• Commitment — Ensure reliable execution of patient care support and access every day.
• Accountability — Own practice performance from front door through back-office completion and follow-up.
• Respect — Create a patient-centered, culturally responsive, professional work environment.
• Excellence — Continuously improve safety, quality, efficiency, access, patient experience, and financial stewardship.