At Central Maine Healthcare our team members are committed to providing exceptional care and experiences for our community and for each other every day. Position Summary: Has overall responsibility of assigned CMMG Practice(s). Supports the operations, policies, and initiatives of the practice and promotes the organization’s mission to provide exceptional healthcare in a safe and trustful environment. Assist in the development and implementation of the strategic plan and guide staff to understand and support the mission and vision of CMHC. Lead/participate in performance improvement activities within the department with a goal to achieve best practice. Successfully monitor and maintain profitability, productivity, patient experience, and team member engagement. Provide oversight, coordination, and clinical leadership to practice(s) by demonstrating research-based and demonstrated best practices in clinical and leadership skills. Essential Duties: Leadership & Organizational Governance + Serves as the champion of the patient experience and customer service and meets or exceeds goals. + Facilitates positive resolution of all patient complaints and inquiries within the required time limit. Takes appropriate action to recover from a service difficulty, ensuring that the necessary action is taken to affect a prompt resolution to the customer’s problem. + Ensures that Patient Experience data/reports through vendor are evaluated consistently identifying positive trends and opportunities. + Promotes team building, trust and respect in every aspect of the organization. Facilitates cooperation between providers, clinical and non-clinical staff as well as across inpatient and outpatient departments when appropriate to ensure seamless care delivery for patients and providers. + Connects with, inspires, and engages team members in a participatory decision-making environment with a “we” versus “I” approach. + Works with other key individuals, including the Program Manager, Director(s) or Provider(s) in identifying, developing, implementing, and monitoring initiatives that support the development of Best Practices within CMMG, JCAHO, CMS, and ACGME . + Gains commitment of team to the organization’s mission, values, and goals and to the department’s established goals. Translates this work into operational guidelines that achieve patient, family, physician, and staff satisfaction. + Performs other related duties as assigned or described by the organization’s policies, procedures, program requirements and regulations. Operations Management + Supervises day to day performance of all clinical and admin support staff and manages practice operations in collaboration with other members of the leadership team. + Coordinates daily workflow and practice operations including daily huddles and provides coverage as needed. + Reviews Practice Management Reports daily/weekly/monthly as required and populate dashboards using this data. + Leads practice efforts to maintain a state of regulatory readiness for JCAHO, State or CMS visits. + Champions “excellence every day” to support infection prevention strategies and other patient safety Initiatives within the organization + Directs the proper maintenance of the physical environment including furniture and other office furnishings according to standards supporting IP and Materials management policy. + Interacts daily with medical students, residents, faculty physicians, support staff, leadership, and patients to resolve problems as they occur. + Assists in the development and implementation of policies and procedures, including review. Follows HIM policy related to medical record release, informed consent, and other EMR issues. Human Resource Management + Interviews, and recommends hiring, progressive discipline, or termination of personnel in collaboration with Human Resources Consultant and/or Employee Relations Specialist. + Supervises, coaches and supports employees with patience and clarity, fostering positive and actionable feedback to staff during quarterly touchpoints and annual review. + Ensures that employee onboarding plan is organized, and competency documentation is completed. 90-day Evaluation returned to HR/and within manager’s file. + Ensures that providers have an onboarding plan that is organized and efficient utilizing standard work. + Schedules and facilitates regular staff meetings and trainings to ensure staff competencies are being accessed, and maintain attendance records and minutes, as team dynamics mature, allow staff to facilitate when appropriate and participate in problem solving. + Maintains appropriate staffing levels and skill mix for the safe provision of patient care. + Establishes a positive work environment through a culture of employee appreciation, recognition and acknowledgement of employee successes and contributions to the team. + Manages the practices payroll within the payroll system, including resolution of payroll issues and edit logs. This includes insuring proper processing for FMLA, LOA, ESB and Choice Time in accordance with policy and regulations. Financial Management + Works with leadership to prepare operating and capital budgets. + Monitors performance relative to budget and creates and manages action plans to address any budget variance as necessary which includes staffing and cost reductions. + Works with program leadership to establish productivity reports and communicates with providers on a regular and ongoing basis. + Partners with the medical and program director to maximize practice revenues in an educational context, including template adjustments. + Accesses system for budget review and variance reports. + Oversees all purchasing for the practice to include approving invoices, requisitions, ordering of supplies and preparing and processing check requests as needed Quality + Maintains up to date knowledge of JCAHO and CMS regulations affecting the practice. + Promotes and supports a culture of safety. + Partners with System Safety Representatives, attends meetings regularly, and communicates with staff during huddles or staff meetings. + Reports all adverse events and provides follow up documentation within CM Safety Event Reporting tools. + Creates and operationalizes action plans to address any Practice safety concerns. Clinical • Demonstrates knowledge of research utilization, evidenced-based practice, and best practice recommendations, and facilitates their application care delivery. • Monitors the acuity of patient conditions. Triages and directs patient flow to assure prompt high- quality nursing care. • Attends CMOS education when available. Incorporates standard work into daily routine. • Meets regularly with the Medical Director, Clinical Coordinators, and/or Case Managers to identify issues/concerns and develop steps toward resolution as well as to discuss and implement plans and progress of the department. • Participates in Utilization Management Committee, CQI, varying team meetings and other meetings as appropriate. • Promotes CMMC’s nursing philosophy. Maintains a good working relationship both within the department and with other departments. • Identifies, develops, and participates in, educational programs for staff. Consults other departments as an appropriate to collaborate on patient care and performance improvement activities. • Collaborates with the Director, and Human Resources in matters regarding disciplinary action both in documentation and delivery of counseling. • Documentation meets current standards and policies. • Directs all safety measures to prevent accidents, harm or injury to patients, staff, or equipment. • Actively leads/ participates in varying team meetings and other meetings as appropriate. • Seeks items for Process Improvement-including identification, action, and follow-up. Education and Experience: + BSN, RN, or LPN required. + 3-5 yrs. experience in healthcare management with direct reports Knowledge, Skills, and Abilities: + Experience working both independently and in team-based environments. + Dedicated to working in a learning environment. + Must demonstrate reliability and accountability to the organization, team members and patients. + Exceptional communication skills + Proficient computer skills including use of Microsoft Office + Experience and proficiency in QI process and implementation preferred. + Ability to work under pressure with precision and accuracy and to manage multiple projects simultaneously. + Ability to engage patients and team members utilizing the CMH Experience Standards I am creating a warming, caring, and non-judgmental environment. I am actively listening and seeking information. I am honest, truthful, and consistent. I am respectful, treating all individuals with dignity and empathy. I am serving as a role model, taking both initiative and ownership when appropriate. I am working collaboratively and demonstrating teamwork. I am resilient and adapt to change in positive ways. If you are passionate about making a difference and are looking for your next great career opportunity, we look forward to reviewing your application! AT CENTRAL MAINE HEALTHCARE YOU ARE AT THE CENTER OF EVERYTHING WE DO Our why, our purpose, drives every decision and action we take as a healthcare system. We strive everyday to deliver exceptional care, and to improve our community. We are a non-profit organization that is breaking the traditional healthcare mold by bringing our patients and their family’s high value, low cost, and award-winning care while focusing on creating an exceptional experience for them; all within their communities. To accomplish this, we only hire individuals who are committed to excellence, who embody the principles of our CMH Experience Service Standards, and who are ready to step in and help their fellow team members achieve those exceptional results for our patients, their families, and the community. Central Maine Healthcare System The organization is broad in its footprint, with three (3) hospitals in Bridgton, Lewiston, and Rumford, and over 75 individual practices within our Medical Group. Lewiston’s Central Maine Medical Center is a certified and award-winning level two trauma center, along with our Central Maine Heart and Vascular Institute and the upcoming highly anticipated launch of our comprehensive state of the art cancer treatment center. Both Bridgton and Rumford Hospitals are four (4) star accredited acute care hospitals, and our Medical Group and Maine Urgent Care Centers have won multiple awards within their specialties. As a system we are a six-time winner of the Leapfrog Safety A Rating since 2019, representing some of the highest quality care and outcomes nationwide. Our awards and accolades are only possible as a result of our commitment to culture, and a focus on safety and inclusion, in each of our patient’s experiences and in the experiences we create within our teams. If you are a person who is looking for a way to give back to your community, to help improve the lives of patients or those who care for our patients, want to be part of a growing organization that is setting the bar for Maine healthcare, apply to join Central Maine Healthcare today! Diversity and Equal Employment Opportunity CMH actively promotes diversity in its workforce at all levels of the organization. We strive to create and maintain a setting where we celebrate cultural and other differences and consider them strengths of the organization. CMH is an equal opportunity workforce and no one shall discriminate against any individual with regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, genetic information or veteran status with respect to any offer, or term or condition, of employment. We make reasonable accommodations to the known physical and mental limitations of qualified individuals with disabilities.