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University of Rochester Practice Manager Complex Care Center - 226578 in Rochester, New York

Practice Manager Complex Care Center Job ID 226578


Strong Memorial Hospital

Full/Part Time Full-Time

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Regular/Temporary Regular


Full Time 40 hours Grade 052 Division Transition Medicine





Serves as the clinical administrator for the Complex Care Center (CCC). The CCC provides interdisciplinary care to adults with pediatric onset conditions including developmental disabilities, sickle cell disease, cystic fibrosis, cerebral palsy, among others. Clinical services at the CCC include multiple disciplines: primary care, dentistry, physical/occupational/respiratory therapies, dietician, pharmacy, care management and behavioral health. The CCC provides complex and coordinated care through one single point of entry through the coordination and engagement of multiple clinical departments and service lines. This position will serve as the CCC’s primary clinical business and operations point person on all practice administrative & infrastructure and select budgetary matters with both internal and external agencies and officials. These responsibilities will include operational and some financial oversight for the administrative functions of the CCC including oversight of space, budgets, IT, supervision, evaluation and assignment of all clinical staff, management of all clinical functions, including all regulatory policies and procedures (Joint Commission, DOH, Medicare, Medicaid, medical home). Demonstrates ICARE* values in each of the major responsibilities.

Reports to: Complex Care Center Director, Finance & Administration

Supervisory Responsibilities: Support Staff

Equipment: Computer, telephone, printer, scanner, fax, copier

Required Competencies/Qualifications:

Graduation from college. Three years of related work experience including at least one year in an administrative capacity in an academic office or project management, or the equivalent experience in business.

Demonstrated experience as a Practice Administrator. Ability to manage operational functions including supply procurement, PAF’s (personnel action forms), billing for professional services, experience in developing business proposals and expense management, and practice operations experience including ability to analyze trends and physician productivity, patient throughput and customer service. Demonstrated success as an administrative supervisor with 3 years’ experience in this capacity. Excellent oral and written communication skills required. Preferred skills include knowledge of electronic heath systems (eRecord), expense systems (Workday), human resource systems, Joint Commission, DOH and Medical Home. Experience in accounting for grants related expenses helpful. Must have reliable/efficient transportation for off-site meetings.

Major Responsibilities:

Practice Operations -

  • Ensures the administrative structure, infrastructure and work processes for success with internal mission specific performance metrics including hospital and Joint Commission requirements, URMFG standards, revenue cycle management, patient flow and satisfaction, ACGME standards, QA/QI programs and initiatives, Medical Home and Health Home, and Chief initiatives including:

  • Develop policies, procedures, and auditing mechanisms for standardized workflows with communication to appropriate stakeholders that are in sync with the Division of Transitional Medicine Leadership group including clinical leadership in medicine, behavioral health, care management, and dentistry. Implement and continuously develop "best practice standards."

  • Establish productivity and customer services goals for support staff consistent with "Medicine of the Highest Order" expectations, promote a highly efficient environment, and demonstrate cost effectiveness. Regularly report on progress towards metrics and implement solutions when variances are noted.

  • Conduct assessments to maximize operating efficiencies and effectiveness. Continually review administrative functions for opportunities for process improvement and implement appropriate changes.

  • Develop, maintain, and monitor statistics related to work volume, productivity, and other relevant factors and initiate operational adjustments as required.

  • Schedule and attend regular office meetings with clinic and office staff.

  • Direct and oversee the preparation of the Front Office staffing schedule and balance the manpower to support daily office operations. Request additional staff based on defined metrics to indicate when current staffing levels are not sufficient.

  • Directly monitor the work of staff to ensure accuracy, maximize efficiency, address concerns through additional training, and utilize corrective actions as needed.

  • Responsible for ensuring that the office has specific emergency plans and that office managers and staff are prepared in case of an emergency. Oversees response during emergencies and ensures that plan is followed.

  • Develop and uphold policies, procedures and objectives related but not limited to: quality improvement, safety, environmental and infection control and codes/requirements of accreditation and financial performance.

  • Ensure compliance with SMH and URMFG policies and NYSDOH, Joint Commission, HIPAA and other regulatory requirements through observation and auditing.

Team Leadership –

  • Lead the front office by demonstrating excellence for patients, staff, clinical providers and peers in a way that encumbers professionalism and teamwork, including:

  • Ensure competency of staff through observation and evaluation to maintain best practices and quality outcomes. Define onboarding process for new staff and ensure all staff receive consistent training. Assist with retraining planning when needed.

  • Manage performance evaluations, counseling and appropriate action on matters of discipline, and all other human resource issues including hiring and terminations.

  • Regularly interprets policies, regulations, and procedures for patients, faculty, and staff.

  • Promote and encourage professional development within the various workgroups. Recommend professional development, as appropriate, to office managers.

  • Monitor staff satisfaction and oversee plans for all clinical domains to ensure high levels of engagement. Effectively communicate with staff on all relevant topics to reach service excellence goals.

  • Perform weekly input and review of payroll in electronic payroll systems. Manages and demonstrates consistency for approval of staff requests for time off and overtime based on operational needs and adjusts as needed while following Department and Enterprise policies.

  • Promptly and accurately complete required documentation related to hires, terminations, and other status changes.

  • Collaborate with clinical leadership, including nurse manager and medical director, while carrying out duties.

  • Develop and implement strategies to improve staff retention and minimize the time required to fill open positions.

Finance –

  • Oversees and monitors all practice transactions for approval by Chief and Sr. Administrators. Responsible for tracking all expenses in comparison to budget.

  • Including:

  • Assists in preparation of the operating budgets and capital budgets

  • Assists in preparation of data needed for business plans for incremental resources, faculty and program expansions

  • Track selected account expenditures

  • Assists in preparation and presentation of quarterly reports to Chiefs and Senior Administrators

  • Ensures all inpatient, outpatient, and contractual services are performed, billed and accounted for correctly

  • Ensures compliance with URMFG/SMH revenue cycle metrics

  • Works with Finance Director to review faculty, NP and ancillary staff productivity including schedules, and work RVU’s.

  • Manages, monitors and accounts for all petty cash accounts

  • Reconciles all visit transactions and ensures timely receipt by cashiers and billing offices

Human Resources –

  • Serves as the primary supervisor for all support staff including staff recruitment, training, assignments and evaluations –Oversees all faculty and staff requirements/regulations are adhered to including:

  • Manages compliance with all internal regulatory and external HR / faculty mandatory requirements (HIPAA, health assessments, other mandatories)

  • Establish and maintain environment conducive to effective communication and problem resolution

  • Approves and monitors staff time records in HRMS

  • In conjunction with HR and Sr. Administrators counsels staff, taking action on matters of discipline, promotion, salary and other personnel issues

  • Conducts all staff performance reviews

  • Makes recommendations for new and replacement positions

  • Ensures documentation policies for extra compensation are followed

IT and Space –

  • Oversees clinical space matters including space, furniture and equipment assignments. Evaluates and implements all IT infrastructure needs to support Practice functions.

Marketing and Communications –

  • In conjunction with Chiefs and senior administrators oversees the coordination of mission requested marketing and public relations communications including Practice annual report, brochures, and Practice website and community correspondence. Oversee all consumer advocacy interactions and program communications.

Other duties as assigned.

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled