Major Responsibilities:

PATIENT SATISFACTION Maintains an environment that is patient centered as evidenced by; accessibility of services, timing of appointments, patient perception to meet and exceed targets.Reviews and analyzes patient comments and monitors satisfaction scores.Communicates and discusses patient satisfaction goals and objectives to all teammates and physicians, maintains as a standard agenda item, reports, and posts results.Devises and implements patient satisfaction improvement plans based upon the feedback from various sources.Monitors and communicates improvement initiatives, and holds self and teammates accountable to performance standards, behaviors of excellence and patient service standards.Actively rounds on patients and teammates to create and maintain a positive patient experience.

HEALTH OUTCOMES Establishes and carries out procedures for appropriate delivery of patient care and monitoring of quality standards in compliance with regulatory and payer guidelines.Evaluates and monitors health outcome indicators and carries out ongoing process improvements using established best practices and clinical initiative tools.Develops and implements process changes to meet/exceed organizational goals related to health outcome indicators. Educates and involves physicians and teammates.Provides statistics and outcomes for services in the Health Management Center.Provides a safe environment for patients and teammates through effective monitoring of staff and physician compliance to established standards of care, policies and procedures and HIPAA compliance. Ensures all teammates are up to date with all safety training and certifications.Ensures availability of all equipment, supplies and other tools necessary to support efficient functioning of the areas of responsibility.Supports and maintains a Culture of Safety. Monitors, tracks, and resolves patient and safety events. Encourages teammates use of MIDAS to report all events and near miss events. Ensures timely and comprehensive completion of ACAs and RCAs when indicated. Utilizes information to implement process changes and educates for improvement.Collaborates on metric development for Smart Farm, provides oversight and direction to ensure program aligns with strategic goals of Advocate Good Shepherd and Advocate Health.

FUNDING OUR FUTURE Ensures financial success of practice by actively monitoring budget, productivity, and fiscal operations of assigned cost centers.Develop and formalize internal operations infrastructure to assure optimal health outcomes, patient satisfaction and efficient operations.Ensures systems are in place to effectively handle all reporting and documentation relative to reimbursement and required certifications.Maintains current knowledge necessary for management regarding computer systems, billing, insurance coverage, state, federal laws, nursing assessment/treatment, scheduling and other functions related to practice department.Participates in the planning and administration of an annual budget specific to assigned department(s), and monitors budget monthly by thorough completion of variance report, and corrective action plans.Assures efficient utilization of staff, supplies and equipment.Assures that operating expenses are within/under budget levels.Works with Purchasing, Supply Chain, Facilities & Finance Department to ensure purchases, including capital purchases, are correctly processed.Responsible for assuring that all charges related to patient care activities are entered into the billing system accurately and according to policy.Establishes systems and processes for just-in-time inventory levels and controls the cost of supplies.Derives, implements, and evaluates new and innovative cost reduction opportunities.

PHYSICIAN ENGAGEMENT/OPERATIONS Assists in the creation and maintenance of an operationally efficient and physician friendly work environment.Oversees daily operations to assure economically efficient processes, maximum patient and physician satisfaction, and safety.Builds relationships and develops processes with other departments/units to assure operational effectiveness.Consults physician leadership as needed on the development and implementation of services that are growth opportunities.

HUMAN RESOURCES ADMINISTRATION/ASSOCIATE ENGAGEMENT Manages daily human resource functions.Conducts regular staff meetings.Coordinates and documents orientation, training and required competencies to ensure that teammates are proficient in job requirements and meet regulatory requirements.Handles routine teammate relations processes, such as job posting, interviewing, hiring, status changes, payroll and payroll corrections, leaves of absences, etc.Evaluates and conducts performance reviews for staff on time.Assesses educational needs of the staff and facilitates educational opportunities. Assists individuals with identifying professional goals and provides opportunities to achieve those goals.

GROWTH Facilitates and drives initiatives that enhance growth as well as retention of existing patients.Recommends and implements approved new program proposals with cost/benefit implications.Works with physicians and teammates to identify revenue enhancing and cost savings opportunities. Presents these opportunities with defined action plans to Director for consideration.Achieves annual growth targets.

Education/Experience Required:

Bachelor’s degree in healthcare/related field or equivalent. 3-5 years management experience or Master’s fellowship

Knowledge, Skills & Abilities Required:

Excellent communication skills. Thorough understanding of components of practice management, including billing/collection/insurance, performance standards, physician concerns, quality assurance, personnel selection and budgetary planning, control & assessment. Ability to supervise professional & non-professional teammates & promote staff development through delegation. Ability to work well with a wide variety of professionals at all levels of the health care system. Basic computer skills.N/A

Physical Requirements and Working Conditions:

Ability to travel locally and long-distances7-day on call support requiredAbility to work collaboratively with internal/external customersAbility to work varying shifts including weekends to meet the needs of the siteAbility to work in a changing environmentAbility to prioritize and respond to multiple simultaneous request
This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.