Case Manager - Physician Practice jobs in Danbury, CT

Job Summary:

This position reports directly to the Chief Operating Officer and will be responsible for the day-to-day operations of the practice and manage all aspects of the patient experience for the Danbury area offices. The Practice Manager is responsible for overall customer service excellence and practice appearance at all office locations.

Department Duties/Responsibilities:

Management Functions:

• Oversees daily office operations; ensures efficient work flows, productivity levels and helps identify and resolves operational problems.
• Manages the Danbury area provider schedules and works with the COO on establishing and maintaining the provider templates
• Approves all daily provider schedule changes
• Oversees the supervisory team for the Danbury area offices
• Manages the urgent care process (OrthoCare Express) in the Northern division, adhering to patient/MD scheduling protocols
• Ensures that all staff members communicate and interact with patients in a courteous, respectful, and businesslike manner
• Maintains effective, positive customer service relationships by responding to patient needs, resolving conflicts, and educating employees on customer service.
• Ensures adequate coverage in all areas to support the clinical and administrative needs of the practice in all offices
• Assists in hiring and training assigned staff
• Participates in professional development efforts to ensure currency in health care practices and trends
• Commits to a focus on continuous improvement of workflow processes and procedures.
• Promotes teamwork within the practice through timely and collaborative communication with medical staff
• Actively seeks opportunities to model teamwork through collaboration both within and outside the work group in support of the organization's objectives
• Attends monthly supervisory meetings to discuss issues, concerns, improvement initiatives, and promote teamwork
• Ensure that all work areas are organized and that all areas (especially patient care area) are cleaned and maintained
• Holds staff accountable for customer service standards; intercedes and takes appropriate action when incidents occur
• Works with direct reports to develop goals and objectives while providing support to staff in day to day activities.
• Ensures employees are treated in a fair and equitable manner in conjunction with HR
• Ability to delegate in an appropriate fashion
• Develops staff through coaching, mentoring, rewarding, training, and guiding in conjunction with HR.
• Empowers employees and recognizes and rewards their contributions.
• Manages employee issues and resolves grievances in conjunction with HR.
• Interviews, hires, and orients direct reports utilizing all support tools provided by HR.
• Completes performance evaluations for direct reports on a timely basis per schedule established by HR.
• Assists all staff in the interpretation of policies and procedures.
• Assesses current and future staffing needs based on organizational goals in conjunction with HR.
• Supports and implements organizational process and technology changes.
• Ensures quality of work performed by direct reports in area(s) of responsibility.
• Performs other related duties and responsibilities as directed by the COO
• Hold employees accountable for their job responsibilities and adherence to company policies and procedures.
• Oversees the general facilities, safety and security of the Danbury area offices, relaying significant issues to the COO

Administrative Duties:

• Maintains an orderly and efficient office routine.
• Administers established guidelines for prioritizing work activities, evaluating effectiveness, and modifying activities as necessary.
• Maintains accurate records and files pertaining to staff schedules
• Oversee the maintenance of adequate inventories of all medical and office supplies.
• Reviews and approves all direct reports time cards and PTO schedules.
• In collaboration with the supervisory team, maintains daily/weekly schedules
• Establish work flow with the practice management and EMR systems to ensure efficiency
• Access and propose improvements to the patient experience
• Oversee administrative and clinical staff allocation
• Establish/maintain quality efficiency in all functional areas
• Address physician input/complaints with the COO and/or CEO
• Handle/triage patient complaints and incidents and escalate to COO/Physician President as necessary

Physical Requirements:

The physical demands described here are representative of those an individual must meet to successfully perform the essential functions of this job.

Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

• Ability to work in a fast-paced office environment
• Strong sensory skills, such as visual acuity, good hearing, and dexterity
• Ability to stand and sit for periods of time and to move constantly throughout the workday
• Strong speaking and listening skills
• Ability to perform focused work with close attention to detail
• Ability to operate office equipment, including computers, copiers, fax machines, and phones
• Ability to interact with others, both in person and through phone, e-mail, and written correspondence
• This position is classified as having occupational exposure to blood and other infectious materials
• Ability to push, pull, lift, move, and/or carry up to 15 lbs