Description
At NorthBay Health, our Integrative Primary Care (IPC) Program offers a highly personalized primary and preventive care experience featuring outstanding internal medicine, family practice, lifestyle and integrative medicine providers. This is not a traditional primary care practice. Our IPC program physicians adopt a personalized, relationship-based philosophy in a highly consultative setting. They have a smaller than standard primary care participant panel and work in close collaboration with the on-site lifestyle and integrative medicine team – RN's, dieticians, movement, stress management, sleep specialists as well as medical acupuncturists, to provide patient participants a seamless, high touch, highly personalized Integrative Primary Care patient experience. The program is dedicated to providing outstanding primary care services and coordinated access to our network of NorthBay specialists. The Integrative Primary Care Program is not a concierge medicine practice however all program patient participants do pay a program fee, not covered by insurance.
The Practice Manager for the Integrative Primary Care Program is responsible for the day-to-day operational management of the Integrative Primary Care program site(s) located in Napa, CA. The Practice Manager's responsibilities include, but are not limited to, oversight of practice operations, hiring and development of personnel, continuity of services, compliance with regulatory and professional standards, and fostering collaborative interdisciplinary relationships among providers, program team members and staff. The Practice Manager is accountable for the delivery of excellent customer service, efficient patient flow and operational efficiency within the program. The Practice Manager also provides team leadership to create an exceptional patient experience, as well as employees who are engaged and equipped to deliver quality, compassionate patient care. The Practice Manager will collaborate with other providers, program team members and health team members across the patient care continuum to provide resources and services advocating on behalf of the patient between inpatient and outpatient care environments. The Practice Manager is responsible for monitoring, auditing and implementing operations to ensure adherence to regulatory and professional standards and the delivery of an enhanced Integrative Primary Care experience to all patients.
PRIMARY JOB DUTIES / RESPONSIBILITIES
Understands the importance that NorthBay Health places on providing exemplary customer service in a timely manner and performs job functions in a manner that helps meet the department customer service and patient experience goals. Develop and sustain an environment that supports excellence and innovation through assessing, planning, implementing and evaluating programs and standards in support of positive patient care experiences
Facilitate regular staff meetings and training to optimize department and program performance.
Analyzes operational data to determine strategies for growth and program enhancement.
Establish staff performance expectations. Foster staff accountability for the performance and measurement of best practice benchmarks.
Function as a resource for staff and providers in interpreting policies and procedures, as needed.
Understands the importance of building a strong, high performing team, ensuring each member is engaged and contributing effectively to the advancement of the department and program.
Recommends and implements policies and procedures as appropriate to enhance overall patient and staff experiences.
Ensure effective resource planning to maximize the productivity of all resources.
Oversees and monitors department scheduling processes to ensure staffing needs meet the patient population demands and productivity standards of the department. Create, update and maintain staff and provider schedules.
Participates on special projects and interdisciplinary committees as assigned.
Facilitates / participates in program awareness and community activities that support the department and the organization.
Manages special projects for all assigned services as requested.
Develops and sustains an environment within the department that supports excellence and innovation in practice through assessing, planning, implementing and evaluating programs and standards that support positive patient care and experience outcomes.
Develops departmental goals and objectives with input from staff to support the organizational and divisional goals and objectives.
Demonstrate effective problem solving and conflict resolution skills by resolving departmental and interdepartmental problems at the lowest level.
Assess consistency of work flow and delegates duties appropriately to ensure timely work completion and patient satisfaction.
Implement practice improvements as identified by staff/ committees/providers in conjunction with the Director/AVP.
Discusses opportunities for enhanced staff training and performance, and assists in the development of action plans for improving daily operations.
Motivate team members to exceed departmental goals and objectives through constant team building practices.
20.Works collaboratively with Program Coordinator in support of patient participation and program development goals.
Works collaboratively with the Director/AVP to assure office functions are fully integrated as part of the NorthBay continuum of patient care and access. In conjunction with other Ambulatory stakeholders to develop new services or programs to meet the needs of patients and enhance the patient experience.
Responsible for marketing new patient entry methods into the practices and seamless continuity for referrals to specialty physicians and the community.
Participates in health plan audits, grant opportunities and lean projects.
Supports organizational mission statement, values and goals and role models to staff and others
Operational Management
Assures appropriate utilization of all available resources to provide quality, cost-effective use of all resources.
Assures safe environment for patients, staff and visitors.
Prepares monitors and manages annual personnel, operating and capital budgets in collaboration with the department director.
Demonstrates effective problem solving and conflict resolution skills.
Manages change in a creative and positive manner.
Ensures consistent, positive customer relations throughout each department.
Establishes and maintains policies, standards and programs for the provision of care in a cost-effective and quality manner.
Maintains working knowledge of program's CRM/POS portal and serves as back up to Program Coordinator when needed.
Works collaboratively with the Director/AVP to ensure that the department activities are in accordance with regulatory and accreditation requirements as well as hospital policy.
Human Resources Development
Human Resources management of all staff initiatives.
Demonstrates effective interpersonal skills by communicating, cooperating, coaching, counseling and mentoring.
Facilitates professional growth and development of staff through identification of needs, provision of educational programs and evaluation of efforts.
Coordinates programs with the use of internal and external resources that will facilitate and promote professional growth opportunities for the staff.
Assures that staff achieve and maintain identified competencies related to their practice through such activities as orientation programs, evaluation process, certification programs, in-services, training, etc.
Strategic Planning
Participates in strategic planning relative to areas of responsibility.
Obtains staff input into areas considered for strategic planning and shares information with department director/AVP.
Develops operating plan for department that supports the organizational strategic plan.
Communicates organizational and departmental strategic plan to staff.
COLLABORATIVE RELATIONSHIPS
Collaborate effectively with staff and providers to foster candid, mutually respectful and effective communication.
Works collaboratively with the Program Development Coordinator in support of patient participation and program development goals.
Promotes collegial relationships based on mutual respect and support.
Supports multi-disciplinary collaborative practice with other health care disciplines.
Encourages and participates in joint planning and program development with other team members.
Participates in multi-disciplinary committees within the organization and the community that focus on patient care issues.
Promotes and supports standardization within the organization for like services, including policies, procedures, practices, equipment and supplies.
Demonstrate effective problem-solving and conflict management skills.
Consistently exhibit a professional demeanor, appearance and attitude.
Qualifications
Education: Bachelors required or 8 years of management or supervisory experience. Completion of American College of Lifestyle Medicine course (7.5 hours) will be required within 30 days of start of the position.
Experience: Minimum of 4 years of progressive supervisory experience in an ambulatory care or medical practice setting required with at least 3 years in the discipline. Previous experience working with a large group of providers. Previous change management, performance improvement, budget accountability and management experience preferred. Minimum of 4 years of previous experience in Patient Access, telecommunications, and/or utilization management with working knowledge of health care practices. Working knowledge of health plan access requirements. Previous experience managing non-traditional access hours across multiple locations preferred.
Skills: Proficiency in Microsoft Word, Excel and Outlook required. Excellent oral and written communication skills required. Must possess teaching and leadership ability, with high professional standards. Must be well organized, be able to set priorities, work independently as an effective team member. Demonstrates effective time management skills. Must demonstrate and maintain current knowledge of healthcare trends, LEAN and healthcare regulatory and compliance initiatives. Knowledge of Cerner and EPIC preferred. Strong knowledge of regulatory and compliances processes required (Joint Commission, OSHA).Knowledge of the field of integrative and/or lifestyle medicine, preferred.
Interpersonal Skills: Demonstrates the True North values. The True North values are a set of value-based behaviors that are to be consistently demonstrated and role modeled by all employees that work at NorthBay Health. The True North values principles consist of Nurture/Care, Own It, Respect Relationships, Build Trust and Hardwire Excellence.
Hours of Work: Exempt. Monday through Friday, variable according to business needs, primarily between the hours of 8:00am – 5:00pm.
Compensation: $120 to $130k annually based on years of experience doing the duties of the role. Bonus eligible.
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