Job Description

Job Description

Job Description

Position Title: Practice Manager
Reports To: Director of Operations / Executive Leadership
Location: Health Center/Multi-Site Operations

Position Summary

The Practice Manager manages the daily administrative and operational functions of the health center to ensure exceptional patient care, efficient workflows, and compliance with regulatory standards. This role is responsible for leading front-office and clinical support teams, optimizing scheduling and patient flow, managing performance metrics, and ensuring alignment with organizational values, quality standards, and strategic goals. The Practice Manager serves as a key liaison between staff, providers, leadership, and external partners.

Essential Duties & Responsibilities

Operational Leadership

·       Manage the daily operations of front desk, call center, eligibility/enrollment, medical assistants, and other support departments.

·       Ensure efficient patient flow, schedule management, and adherence to clinic productivity targets.

·       Implement and monitor operational protocols, SOPs, and HRSA FQHC compliance requirements.

·       Maintain adequate staffing levels, daily huddles, and operational coverage across all service lines.

·       Partner with providers and clinical leadership to resolve workflow barriers, scheduling issues, and patient complaints.

Staff Management & Development

·       Supervise, coach, and evaluate assigned staff with ongoing 1:1s, performance reviews, and competency assessments.

·       Lead onboarding, training, and reinforcement of ICARE values and customer service expectations.

·       Address performance concerns promptly, including corrective actions, PIPs, and recognition initiatives.

Quality, Compliance & Safety

·       Ensure all operations align with Joint Commission, HRSA, OSHA, CLIA, HIPAA, and infection control standards.

·       Support quality improvement initiatives, including PDSA cycles, SWARM reviews, and corrective action plans.

·       Manage documentation accuracy, chart audits, encounter closure, and adherence to billing workflows.

Patient Experience & Customer Service

·       Maintain a patient-centered environment that is respectful, timely, and responsive.

·       Monitor patient satisfaction scores and implement improvement strategies.

·       Address escalated patient concerns and ensure appropriate follow-up.

Data, Reporting & Performance Metrics

·       Track operational KPIs such as schedule utilization, provider utilization, patient wait times, patient flow, call metrics, and no-show rates.

·       Create and deliver monthly practice management reports to leadership.

·       Use EHR and data systems to support decision-making and process optimization.

Financial & Resource Management

·       Support revenue cycle processes including eligibility verification, enrollment, point-of-service collections, and encounter completion.

·       Monitor supply inventories, equipment needs, and vendor relationships.

·       Support budgeting, forecasting, and cost-control strategies.

Qualifications

·       Bachelor’s Degree in Healthcare Administration, Business Administration, Public Health, or related field required; Master’s preferred.

·       Minimum 3–5 years healthcare management experience, preferably in an FQHC or ambulatory care setting.

·       Strong knowledge of HRSA, Joint Commission, HIPAA, and medical practice operations.

·       Demonstrated leadership skills with the ability to coach and motivate diverse teams.

·       Excellent communication, problem-solving, and organizational skills.

·       Proficiency in EHR systems (OCHIN Epic preferred), scheduling, and productivity tools.

Preferred Skills

·       Bilingual (English/Spanish or African languages)

·       Experience with community health centers and underserved populations

·       Strong analytical skills and familiarity with performance dashboards

·       Ability to thrive in a fast-paced, high-volume environment

Additional Skills

1.     Excellent organizational and interpersonal communication skills.

2.     Demonstrated ability to manage multiple priorities.

3.     Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.

4.     Ability to write reports, business correspondence and procedure manuals.

5.     Ability to effectively present information and respond to questions from groups of managers, clients, customers and physicians.

6.     Must convey a professional demeanor.

7.     Must be able to act calmly and effectively in a busy or stressful situation.

8.     Ability to communicate effectively in the English language in person, by phone and in writing.

9.     Requires adherence to all policies and procedures, including standards for safety, attendance, punctuality and personal appearance.

10.  Must be able to establish and maintain effective working relationships with managers and peers.

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