Practice Manager (Full-time)

Role Description

Our Practice Managers are passionate about helping women get the high quality, loving care they need and deserve and supporting interdisciplinary teams of providers and staff in fast growing practices.

You will be a practice leader, ensuring smooth and efficient day-to-day operations and a supportive, servient culture that simultaneously serves our team and our clients. You will report directly to the Regional Director in the practice's associated Diana Health region.

What you'll do

• Provide day-to-day, onsite team leadership, ensuring all practice-level team members are set up for success in their respective roles and trouble-shooting situations as needed
• Directly manage all practice-level clinical and administrative staff
• With support from Regional Director and Central HR, oversee team administration and development, including hiring, onboarding and corrective actions as needed
• With support from the VP of Clinical Operations (for HR), oversee the practice's providers' day-to-day needs
• Serve as the practice's Diana Health culture setter, modeling our values and serving as the face of Diana Health to the practice team and patients
• Ensure the delivery of the Diana Health vision and Diana Difference - day in and day out - across our entire practice-based team and our clients
• Oversee execution and continuous improvement of practice workflows, including but not limited to:
• Scheduling:
• Support all aspects related to patient scheduling
• Develop and oversee the schedules for admin and clinical team members
• Manage provider schedules and clinic schedule structure to ensure a seamless experience for clients, and providers
• Client Experience:
• Ensure DH client experience is implemented as designed, promoting an overall positive client experience
• Support efficient and comprehensive clinic appointment flow
• Lead our Service Recovery Process when issues arise; supporting unusual event reporting, as needed
• Solicit and review feedback from clients and review key performance indicators
• Provide oversight to ensure client calls, voicemails and messages are returned or addressed within the appropriate time frame
• Support and manage execution of Diana Health SLAs
• Billing and Insurance
• Provide oversight of all billing and insurance questions (e.g., verification of benefits and personal financial plans) including team education and training and client educational tools, as needed
• Oversee hospital and clinic procedure authorization process, including hospital superbills
• Inventory management
• Partner with Central Team partners on inventory management
• Procure designated practice-specific items (e.g., clinical supplies, office supplies, team uniforms, etc.) and maintain accurate, updated logs
• Identify any operational workflow issues that interfere with client care and the team's ability to properly execute on their responsibilities
• Provide a solution-focused summary of the issue / barrier to appropriate stakeholders; work through the issue and come up with an agreed upon solution (e.g., new/updated process)
• Act as practice link to Diana Health training, product and process improvement:
• Supporting training and development of impacted team members on agreed upon solution, ensuring new/updated processes are implemented
• Partnering with the Product team to update playbooks and tools
• Identifying practice-specific needs and develop processes/process improvement along with Regional Director and Product Team
• Lead the practice to meet its performance metrics
• Review dashboards to identify leading indicators of team and practice operations related issues
• Develop and test hypotheses, pulling in appropriate stakeholders and additional data, as needed
• Develop improvement plans, test the plans, measure the impact and iterate as needed
• Ensure closed loop communications across affected team members, external parties etc.
• Maintain a strong pulse on the health of the team and the metrics of the practice at all times, being able to report out real-time, as needed
• Lead frequent, clear, concise, closed loop communication across the many dimensions of the practice team:

Lead daily morning huddles and provide daily schedule communications and real-time updates as needed:

• Lead monthly all-team meetings
• Provide ongoing training and development as needed
• Orchestrate other team meetings (e.g., Lunch & Learns)
• Other duties as assigned

Experience

• Bachelor's Degree in business, education, or healthcare administration required or equivalent experience
• At least five years of experience in outpatient practice management - women's health experience is preferred
• Demonstrated program development capabilities and ability to make critical decisions without all of the answers, using sound judgement
• Excellent communication skills - written and oral
• Demonstrated ability to represent an organization's values and to carry out these job responsibilities effectively and professionally
• Proven ability to build and lead strong, diverse teams and meet practice-level performance metrics

Benefits

• Competitive compensation
• Medical, dental, and vision insurance, with an HSA/FSA option
• 401(k) with employer match
• Paid time off
• Paid parental leave

Diana Health Culture

• Having a growth mindset and striving for continuous learning and improvement
• Positive, can do / how can I help attitude
• Empathy for our team and our clients
• Taking ownership and driving to results
• Being scrappy and resourceful