Practice Manager - Otolaryngology (Georgetown & McLean)

Company: MedStar Health's Washington Hospital Center
Location: Washington
Posted on: April 6, 2025

Job Description:

General Summary of PositionLocations: Georgetown University Hospital and McLean, VAPlans, manages, and coordinates all patient care activities for medical office location. Implements and maintains organizational policies and procedures pertaining to personnel, federal and state regulations, daily operations, and support of medical care.Primary Duties and Responsibilities

• Contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards, and safety standards. Complies with governmental and accreditation regulations.
• Provides oversight and management for the daily operations of the medical office and ensures patient access to care. Responsible for creating and maintaining a professional environment in the medical office. Adjusts operations as needed to maintain peak performance. Establishes and maintains appropriate levels of equipment, office, and medical supplies to support the medical practice.
• Responsible for maintaining positive, productive, and professional relationships within the practice, as well as between the providers and the health care system. Prepares the medical office for the addition and departure of providers; ensures smooth operational transitions. Assists with growth and development of the practice and MMG by marketing to the public and other providers. Coordinates and leads meetings with the providers and staff on a regular basis to keep the team informed of MHS and MMG goals, practice goals, and policy changes.
• Coordinates the schedule for new providers and modifies existing provider schedules as appropriate. Monitors provider scheduling practices and staffing levels to ensure patient needs and financial goals are met. Monitors provider schedules on a daily basis to maximize appointment availability and ensure same-day access is available.
• Ensures patient satisfaction with the medical group's performance on all levels. Responds timely to patient concerns and requests for information. Engages in service recovery activities as appropriate. Routinely reviews CGCAHPS data and develops action plans to address areas for improvement.
• Responsible for compliance with all applicable environmental and regulatory policies and procedures for medical office operations, including quality and safety-related tasks. Fosters and enforces MedStar Code of Conduct and ensures internal policies and procedures are followed; implements policies and procedures changes accordingly.
• Supports and partners with the Office of Corporate Business Integrity to educate and inform associates and providers of compliance standards and ensures all associates complete annual training. Appropriately notifies Compliance and/or Legal on issues regarding compliance, privacy, risk management, and/or legal issues. Assists as needed with Integrity Hotline investigations and resolutions as well as compliance, legal, and safety event investigations. Expected to develop a general understanding of Emergency Preparedness policies and emergency operations procedures.
• Responsible for office financial performance, including revenue cycle activities. Partners with the Director of Operations, Physician Leadership, and Finance to prepare the annual budget; ensures practice is meeting monthly budget targets and works with Facility Medical Director and Director of Operations to course correct as necessary.
• Prepares and monitors monthly statistical reporting of key operations and financial factors for the medical office. Responsible for the financial performance of the medical office in the following key areas: cash collection, timely charge capture, data entry, coding/documentation, bank deposits, and daily, weekly, and monthly reporting. Coordinates accounts payable activities according to organizational procedures.
• Responsible for Personnel Management. Supervises all non-provider staff within the office. Ensures staff is properly trained and in collaboration with the provider(s), identifies the need for additional skills training for all associates. Additionally, ensures all medical office staff is trained in emergency procedures. Adheres to the MedStar performance management cycle to evaluate and actively manage associate performance. Actively encourages associate growth and development.
• Maintains and coordinates all staff schedules to accommodate patient flow. Responsible for providing backup to key positions during peak times and staff absences. Based on skills, this may include direct patient care services. Performs weekly payroll activities for assigned staff. Actively engages in recruiting, hiring, orienting, promoting, reviewing, and terminating staff according to organizational policies. Maintains up-to-date staff files of required certifications and licenses. Fosters staff engagement and productivity.
• Develops, executes, and monitors Action Plans related to Associate Engagement Surveys.
• May oversee the patient billing and collection function. Works with the staff to ensure the patient billing and collection function is continually monitored. Works with PUBS and other Revenue Cycle personnel to ensure optimization of the billing cycle. Oversees training and education of staff on insurance changes and regulations.
• Participates in internal chart audits and monitoring of chart activity, including complete patient intakes/dictations, problem lists, and disposition notes. Coordinates storage of files and maintains database for inactive patient charts.
• Oversees the technology initiatives, including EHR implementation projects and ongoing performance enhancements. Audits staff productivity and utilization of EHR and billing system, to include, indexing, scanning, phone notes, files in error, and other appropriate measures of staff productivity.
• Collaborates with health care team members, including physicians, social workers, residents, and other clinicians, as well as the Department Administrator and Patient Services Manager, to identify barriers to efficient, quality service. Participates in the development, implementation, and evaluation of measures to enhance services provided in the clinic. Assists with planning, developing, and implementing new policies and procedures for an outpatient clinic.
• Responds to patient complaints and facilitates resolution of service breakdowns. Monitors patient satisfaction results, reviews with staff, and collaborates in process improvements.
• Monitors clinical facility needs and space to ensure a clean, safe environment for patients. Ensures personal workspace is neat, clean, and free of debris at all times. Orders required supplies, including encounter forms, HIPAA booklets, Patient Rights and Responsibilities sheets, and office supplies.
• Participates in front-end clinic operations, including but not limited to answering phones, scheduling appointments, greeting and registering patients, collecting patient financial responsibilities, verifying benefits, confirming appointments, and communicating schedules with clinicians. Provides backup coverage for clinic operations.
• Exemplifies Guest and Staff Relations and exemplifies Commitment to Caring (C2C) Customer Service/Courtesy Behaviors in all activities.
• Participates in the management and education of staff regarding Joint Commission (JC) standards, Patient Safety initiatives, Patient Rights, and HIPAA Privacy standards. Follows care, documentation, and cleanliness standards in the performance of job duties. Completes in-services and education on a timely basis. Is focused on patient safety during the performance of duties and improves or makes corrections when safety issues arise; notifies department manager, as required. Interacts with other team members both on the unit and in other units in an appropriate and proactive way to benefit the patient. Observes proper elevator etiquette and courtesy: smiles and speaks to patients and visitors, does not discuss patient care and keeps voice low, gives right-of-way to patients and visitors. Keeps all patient information strictly confidential. Never discusses patient information and hospital business in public areas. Protects patient privacy in public areas. Adheres to all JC and GUH Patient Rights standards.
• Actively participates in departmental and hospital meetings, such as Clinical Practice, Managed Care, Compliance, etc. Represents the department at GUH & GPG User Meetings. Relays relevant information to front-desk staff, provides training and documents as appropriate, and completes required projects/assignments as relevant to specific program areas. Participates in meetings and on committees and represents the department and hospital in community outreach efforts. Participates in multi-disciplinary quality and service improvement teams.Minimum QualificationsEducation

• High School Diploma or GED required or
• Bachelor's degree in Health Care Administration or related field preferred and
• Courses in medical terminology preferredExperience
  • 3-4 years healthcare/medical office experience required and
  • 2 years general management experience; preferably in an ambulatory care setting required
  • 1-2 years Based on location, may require 2 years of Oncology practice management and infusion experience requiredLicenses and Certifications
    • No special certification, registration, or licensure requiredKnowledge, Skills, and Abilities
      • Excellent organizational and management skills.
      • Excellent customer service, and verbal and written communication skills.
      • Demonstrated ability to set and manage multiple priorities.
      • Demonstrated leadership skills.
      • Knowledge of practice management systems preferred.
      • Ability to comprehend data for use in making daily operational decisions.
      • Proficiency with office equipment, Microsoft Office, and medical office softwareThis position has a hiring range of $70,428 - $131,310.
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Keywords: MedStar Health's Washington Hospital Center, Washington DC , Practice Manager - Otolaryngology (Georgetown & McLean), Executive , Washington, DC