Practice Manager

Employment status: Regular Full-Time, Salaried, Exempt Hours per week: 40 Hours Reports to: Director of Clinical Operations Our Mission Siloam Health’s mission is to share the love of Christ by serving those in need through health care. Our patients come from more than 70 countries and speak over 50 languages. Siloam’s approach to medical care provides a unique, interdisciplinary model of whole-person health care that addresses the physical, social, emotional, and spiritual determinants of health. Our staff is anchored by a multicultural primary care team that serves alongside roughly 300 volunteer interpreters, doctors, nurses, and other licensed medical specialists each year to provide comprehensive health care to Nashville’s most vulnerable. What We Offer Siloam Health is committed to caring for staff in the same excellent manner as we care for patients by providing the following benefits to our full-time staff:

• 100% Employer paid medical and dental insurance
• 100% Employer paid life and disability
• Simple IRA with employer match up to 3%
• HSA with up to $1,300 match by employer or FSA
• Low-cost vision insurance
• 3 weeks of PTO in the first year
• 10 Paid Holidays
• Flexible schedule
• Diverse team and patient population
• Mission leave
• Extended Illness Benefit

What You'll Do The primary objective of the Practice Manager is to manage day-to-day operations of the clinical practice and coordinate the activities of the Patient Relations department. This leader is an experienced healthcare practice manager who builds high-performing teams, makes sound decisions and drives measurable improvements in patient access, scheduling and patient experience. The Practice Manager serves as the Athena EHR expert for operations and partners closely with providers and nursing leadership to keep schedules efficient and patient care at the center. Department Management

• Build and lead a positive, accountable team culture that keeps staff engaged, supported and focused on results.
• Provide a positive work atmosphere for team members and prioritize a constructive team dynamic through encouragement, motivation and inspiration so that each one experiences joy while also excelling in their work.
• Monitor the work performance of the team, providing additional training as necessary, including arranging outside training as appropriate in areas of professional development.
• Set clear performance expectations, conduct regular performance reviews, and address gaps early and consistently.
• Develop Patient Relations strategies and policies which are aligned with Siloam’s organizational goals and make sure staff follow them.
• Lead the team in following Siloam’s patient privacy, security, and OSHA requirements.
• Oversee the collection and proper storage of pertinent patient documents to ensure timely access for staff.
• Design auditing tools and assign Patient Relations staff to regularly detect and correct billing, scheduling, and protocol adherence issues
• Ensure that daily cash-out procedures are performed, and the cash drawer is balanced.
• Screen resumes, interview candidates, check references, and make hiring recommendations for job openings within the Patient Relations department.
• Serve as the department representative in leadership meetings as necessary.
• Identify budgetary needs for the department and assist the Director of Clinical Operations with the budget process

Scheduling Management

• Manage the schedule for Patient Relations department to ensure adequate coverage.
• Management of clinical providers’ day-to-day schedule including templates, as well as PTO schedule and coverage
• Create and edit scheduling templates for all visit types in Athena for staff and volunteer providers to ensure optimal use of resources.
• Partner with providers and nursing staff to optimize schedules and template use.
• Analyze visit trends and scheduling data to improve quality and participate in ongoing assessment of scheduling needs with goal of improving our scheduling system for patients and the organization.
• Identify appropriate staffing levels and pursue creative solutions that are financially judicious.

Technology and Communications

• Serves as the Athena EHR Super User, for Operations, the expert on Athena workflows, best practices and settings. Provide on-the-spot support and coach colleagues and staff.
• Troubleshoots any real-time Athena issues and make sure the system stays current with settings, setup and user rights.
• Use Athena to evaluate and improve outpatient workflows, scheduling, and template use.
• Works closely with the Data Analyst to ensure that Athena EHR data and billing is being captured and utilized to meet the need of the organization.
• Oversee management of the patient scheduling phone line, including incoming calls, messages, and call forwarding.
• Manage telecommunications with patients, including appointment reminders and other communication campaigns, using Athena Communicator and/or Weave.
• Hold the Patient Relations team accountable for quality input of accurate patient data into Athena EHR for reporting purposes.
• Serve as Patient Relations technology Super User: Stay up to date on software needs and usage, maintain a relationship with the software point of contact, run point on getting contracts set up with the oversight of the Chief Operations Officer
• Management of clinical team program accounts

Patient Experience

• Address patient concerns promptly, fairly, and with compassion. Track recurring issues and put fixes in place to prevent repeats.
• Co-lead the Patient Advisory Council, with support and input from the Director of Clinical Operations, including orchestrating quarterly meetings, reporting feedback to the leadership team, and recruiting new members as needed.
• Perform other duties as assigned by the Director of Clinical Operations

Who We Are Looking For Education and Experience

• Bachelor’s degree in healthcare administration, business or a related field, or equivalent health experience.
• Two or more years of healthcare or practice management, including two years in a managerial role.
• Proven track record of managing teams, developing staff and driving results.
• Hands-on experience with Athena EHR including scheduling, templates and workflow optimization

Qualifications

• Passionate about Christian ministry to the underserved and in full agreement with Siloam’s mission and core values
• Willingness to serve persons with limited access to healthcare and who are from different cultures and faith beliefs
• Confident decision maker who can lead through change and stay focused on results
• Strategic thinker with a passion for improving patient care
• Strong interpersonal and communication skills to effectively communicate with staff members and patients
• Excellent analytical and problem-solving skills
• Computer literacy and familiarity with MS Office products as well as electronic medical records
• Adherence to OSHA and confidentiality requirements
• Ability to lead and work well in a team setting
• Familiarity with medical terminology is preferred
• Bilingual preferred (English/Spanish or English/Arabic)