Associate Practice Manager, Primary Care - Hartford

Job Description

Under supervision, oversees the delivery of quality care and patient safety, operational and financial performance, and customer satisfaction within an assigned service line/alignment. Coordinates the efficient operations of the department and performs a variety of administrative and operational support duties as delegated by the Practice Manager or Director of Operations. Utilizes judgment and collaborates with others in interpreting departmental policies to resolve routine to complex inquiries or problems.

Serves as liaison between the assigned practice(s) and other practices/departments within Connecticut Children’s.

Coordinates the delivery of high-quality patient care and customer service by overseeing the efficient non‑clinical day‑to‑day operations of an assigned service line/alignment.

• Ensures risk management policies are being followed.
• Collaborates with Director to maintain knowledge of key division quality metrics and goals. Ensures staff is educated and adheres to compliance standards, regulations, programs and practices.
• Ensure quality and safety issues are addressed in a timely manner in partnership with Director or Manager, Quality Improvement, Legal, and Human Resources, and appropriate corrective actions are implemented in a timely manner and in accordance with defined recommendations.

• Responsible for all clinical scheduling including review of clinical schedules on a daily basis to ensure overall efficiency of scheduling operations.
• Supervise administrative operations and staff.
• Responsible for collaborating with Management to identify potential process improvements and workflow changes to achieve budget and other operational metrics such as referrals, callbacks, DMS board.
• Monitors and maintains billing work queues to ensure bills are accurate, complete and timely.
• Monitors referral work queues and oversees resources responsible for managing referrals.
• Able to collaborate with Director with key Division alignment of financial metrics and goals.
• Produces both operating and financial reports for the management of the service line/division.
• Participates and collaborates with Director regarding division goals and program planning, development, and evaluation of programs and special projects as assigned.
• Participates in and supports continuous quality, process, and performance improvement and risk management programs at the division level. Attend meetings and training as assigned by Director/Manager for software upgrades in order to be the point person for assisting team with changes based on the upgrades.
• Regularly collaborates with division leadership/director regarding all aspects of operations.
• Assists front end operations as needed during periods of staff vacancies.

• Maintain knowledge of CCSG and CCMC policies and procedures and ensure that staff and the service line/alignment overall is in compliance.
• Ensure service line/alignment complies with all contractual obligations in collaboration with Director/Manager.

• Foster strong partnerships with patients and families by providing the highest quality of care in a safe, family‑centered environment.
• Ensure a patient and family centered environment.
• Educate the patients and families on the operational policies and procedures for the practice.
• Address customer complaints to ensure timely and satisfactory resolution for the patient. Engages with Director/Manager regarding patient experience and works to resolve patient and family issues when needed.
• Values cultural diversity and other individual differences in the workforce.
• Demonstrates support for the mission, values and goals of the organization through behaviors that are consistent with CT Children’s standards.
• Performs any tasks or projects requested by the Business Lead/Practice Manager.

• Plans the daily work and determines the techniques used to complete the work for administrative staff including Medical Receptionists, Medical Assistants, Surgical Schedulers, and others.
• Collaborates with Management regarding the selection, hiring and orientation process;…