Bachelor's degree in business, education, or healthcare administration or equivalent experience
5+ years experience in outpatient practice management, preferably in women's health
Experience in program development with critical decision-making skills
Excellent written and oral communication skills
Strong representation of organizational values and professionalism
Proven capability in building and leading diverse teams, achieving performance metrics
Responsibilities
Lead and manage onsite practice-level team to ensure operational success
Directly oversee clinical and administrative staff, including hiring and onboarding
Model the practice's culture and values for staff and clients
Enhance practice workflows to ensure quality client experiences
Manage practice billing and insurance inquiries effectively
Identify operational issues that affect client care and propose solutions
Lead performance metric attainment and report on practice health
Benefits
Medical, dental, and vision insurance with HSA/FSA options
401(k) with employer match
Paid time off
Paid parental leave
Competitive compensation
Full Job Description
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
