Under the general supervision of the Senior Director of Provider and Specialty Services, will oversee the strategic and operational management of primary care services. This role is critical in ensuring the delivery of high-quality, patient-centered care while optimizing operational efficiency and fostering a collaborative environment among the healthcare team. The Ideal candidate will possess strong leadership skills, a deep understanding of primary care practices and a commitment to improving patient access. The position requires a full understanding of the strategic impact and detailed workflow of the Provider Practices, and full participation in fulfilling the vision and mission of the Hospital.

Financial Management, Planning & Reporting

• Prepares practice budgets for primary care operations, coordinating with key stakeholders ensuring financial sustainability while maximizing resource utilization. Anticipates expected volume, revenues, and expenses in line with Hospital and Practice(s) objectives and guidelines.

• Monitors and ensures practices are operating within budget and to productivity and operational goals at all times. Works with Sr. Director to analyze financial performance and implement strategies. Proactively mitigates or raises unbudgeted events to Sr. Director if needed.

• Works collaboratively with the revenue cycle team to review and address denial reports, billing and coding practices to optimize timely and accurate revenue capture in collaboration with the Senior Director of Provider Practices. Serves as the practice liaison for revenue cycle oversight including denial management, insurance eligibility, AR oversight, productivity and financial KPI measures

• Works collaboratively with the finance team to align financial goals with clinical objectives.

• Monitors and processes accounts payables appropriately.

• Supervises and approves all practice staff and provider payroll, earned time, PTO, and ancillary calendars.

• Monitors practice documentation for timely submissions and revenue cycle integrity. Utilizes available reporting and presents data to assist the practice(s) in identifying their trends, alignment with targeted performance, etc.

• Works with Providers, staff, Ambulatory Patient Access Manager, Clinical Director of Provider Practices, Director of Patient Access, and Sr. Director of Provider and Specialty Services to identify and address trends in patient access, optimizing workflows, provider productivity and other operational metrics/KPls with attention to setting and planning practice goals and objectives in line with the Hospital strategic plan and overall organizational objectives.

• Develops and posts the primary care call schedule and manages related issues.

• Assists with functions of the Clinical Director of the Provider Practices when the Clinical Director of the Provider Practices is unavailable.

Services, Quality Improvement & Risk Management

• Ensures the highest level of customer service to both internal and external customers.

• Responds to and resolves patients' issues in a timely, professional, and friendly manner when the staff and practice leadership cannot address a patient issue satisfactorily. Follows procedure for patient dismissals or other patient experience-related concerns.

• Presents the practice(s) and Hospital positively at all times.

• Works collaboratively with all hospital departments to ensure the best experience for all internal and external customers.

Human Resources

• Verifies with the Medical Staff Office that credentialing, privileges, and licenses are up-to-date and appropriate.

• Ensures staff have adequate training and tools to provide the desired level of service and quality. Proactively develops staff to ensure department objectives are met.

• Build and maintain strong relationships with internal and external stakeholders, including physicians, community organizations, and healthcare partners. Advocate for primary care needs within the hospital and the broader healthcare community.

• Works with the key stakeholders to identify Provider and practice staffing needs. Participates in the hiring and onboarding process for Providers and staff as needed.

• Ensures regularly scheduled department staff meetings are held to effectively communicate departmental goals, important updates, and announcements.

• Ensures Providers are scheduled for regular and on call shifts to meet the Hospital, practice(s), and patients' needs.

• Responsible for performance reviews, development plans, training, and performance improvement including coaching and accountability conversations of designated staff. Leading performance management in collaboration with key stakeholders.

Leadership Capabilities

• Budget management: prepares department budget

• Decisiveness: displays an appropriate bias for action, mindful problem definition and calculated risks, determines when data is sufficient for decision-making and moves forward, seeks "win-win" outcomes

• Leading others: has a plan and clear expectations. Involves and delegates appropriately. Holds associates accountable and confronts problem behavior or unsatisfactory performance promptly and fairly. Assures that recognition and rewards are linked to quality actions

• Managing relationships: maintains constructive "key stakeholder" relationships; confronts issues without alienating others; uses collegial approach, and positive personal influence to achieve cooperation

• Operational plan: demonstrates knowledge and skills necessary to develop and implement operational plan

• Results-oriented: demonstrates perseverance and focus in the face of obstacles; takes responsibility and moves forward; is timely and comprehensive in follow-through and achievement

• Style flexibility: can be both firm and compassionate; can lead and let others lead; is self-confident, but demonstrates appropriate humility; aware of personal impact and effectively adapts to different circumstances

• Completes all annual evaluations on or before the due date

Organizational Expectations:

• Attendance: Attendance is an essential job function; employee comes to work daily, on time, and completes scheduled shift

• HIPAA: facilitates to maintain patient confidentiality

• Internal communication: contributes to positive team performance and a culture of service excellence through effective communication, active listening, and respect

• Interpersonal relationships: maintains appropriate interpersonal relationships with staff, patients, and visitors at all times. Works as a team member with other departments.

• Safety: Practices workplace safety daily

Employee Engagement:

• Actively participates in all hospital Service Excellence initiatives and trainings

• Attends and participates in a minimum of 50% department staff meetings and signs off on review of 100% department staff meeting minutes

• Completes all required annual education on or before the due date

Knowledge Skills and Abilities: Individuals must possess these knowledge, skills, and abilities or be able to explain and demonstrate that they can perform the primary functions of the job, with or without a reasonable accommodation, using some combination of skills and abilities and possess the necessary physical requirements, with or without a reasonable accommodation, to safely perform the essential functions of the job.

• Minimal physical effort required with occasional light lifting to a maximum of 25 pounds; stooping; and pick, pinch, type, or otherwise work primarily with fingers

• Ability to effectively manage considerable mental stress

• Ability to express or exchange ideas by means of the spoken word

• Ability to receive detailed information through oral communication

• Ability to communicate effectively with co-workers and convey information in a clear, concise and accurate manner

• Familiarity with computer and other business machines

Qualifications:

• Education: College degree with broad knowledge of medical practice field preferred.

• Experience: Three to five years in healthcare management position or demonstrated relevant training and experience preferred.