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Resources For Human Development, Inc. Practice Manager in Philadelphia, Pennsylvania

Description/Job Summary

Position Summary

Oversees and manages the clinical operations of all primary care services and activities at the site. Upholds the mission of the organization by assuring quality care, staff retention, patient satisfaction, and fiscal soundness.

Team members are expected to uphold the health center mission by assuring that patients receive health care that is competent, caring, and meets with a high degree of satisfaction. In addition, staff must support FPCN's commitment to the creation of a trauma-informed system of care that continually recognizes and responds to the impact of traumatic stress on all those who have contact with the organization, including children, adults, families, caregivers, and staff.


  • Supervises: Medical Records, Patient Service Representatives, Lead Medical Assistant, Medical Assistants

  • Collaborate define job responsibilities and oversees work assignments and scheduling for above staff

  • Recruits, orients, develops and evaluates primary care staff

  • Handles performance issues and participates in feedback with staff members, including performance evaluations, discipline and commendations.

  • Ensure the PSRs are following FPCNs patient scheduling and registration policy

  • Ensure that PSR s are performing and documenting all required registration tasks (demographics, insurance eligibility, SSF assessment, consents, copay collection, and open balance review.

  • Works collaboratively with the Center Director and the Lead NP to:

  • Optimize scheduling and patient flow within primary care

  • Develop and implement necessary workflows within primary care

  • Disseminate clinical practice and administrative information to support staff

  • Ensure required/needed trainings and competencies are completed

  • Meet regularly with Lead NP and Lead MA to ensure smooth operations in the clinical setting

  • Performs end of day reconciliation of the patient schedules/appointments

  • Ensure all appointments are reconciled

  • Ensure all patient collections are correctly documented in the EHR

  • Ensure primary care deposit is accurate and submitted to Center Director

  • In collaboration with IT, Billing and Center Directors trains the PSR s and MAs in proper use of the EHR and PM information systems

  • Manage patient access to ensure timely access to care

  • Responsible for maintaining primary care schedules in Centricity

  • Liaison between the front (PSRs) and back (MAs, NPs) of primary care to ensure excellent communication, high quality patient care and patient/staff satisfaction

  • Liaison with the Finance department regarding any billing, collections, insurance-related situations

  • Collaborate with social work staff on resolving registration/TPL issues identified by billing

  • Liaison with the Credentialing department to ensures the timely and accurate completion of required paperwork and documentation.

  • Assures that all staff has the adequate job resources to complete their tasks.

  • Maintain HIPAA regulations via training and supervision of support personal and maintenance of an overall environment that promotes and supports patient confidentiality

  • Serves on FPCNs committees

  • Liaison with IT to ensure all is functioning optimally within primary care

  • Involved in CQI processes, such as overseeing patient complaints and ensures that they are addressed and documented.

  • Manages the inventory of supplies, acquisition of equipment/supplies and other service issues that impact on the delivery of service in primary care.

  • Ensures compliance with RHD, FPCN, and other governmental agencies policies and procedures.

  • Provides lab oversight and adherence to standards and regulations.

  • Provides coverage as needed

Required Experience

  1. 2 – 4 years clinical and administrative experience in outpatient settings required;

Required Education

  1. Medical Assistant certification, LPN or other clinical degree/certification required

  2. High school diploma/GED

Required Qualifications

  1. Management/Supervision experience preferred

  2. Work with low-income communities desirable.

  3. Excellent interpersonal and management skills, with the ability to exercise a high degree of initiative, judgment and discretion.

  4. Excellent oral and written communication skills.

  5. Strong negotiation and collaboration skills.

  6. Ability to work independently as well as within a team.

  7. Exhibit behaviors that align with RHD/FPCN s organizational values, mission, and beliefs and avoid displaying behaviors that are in opposition to those values

  8. Support FPCN's commitment to the creation of a trauma-informed system of care that continually recognizes and responds to the impact of traumatic stress on all those who have contact with the organization, including children, adults, families, caregivers, and staff. Uphold the commitments that include: non-violence, emotional intelligence, social learning, open communication, social responsibility, democracy, and growth and change. Specifically:

  9. Demonstrate cultural competence/proficiency in interactions with others by treating co-workers, colleagues and those receiving service with respect and fairness at all times.

  10. Ability to build and maintain positive and professional relationships based on respect, trust, and safety.

  11. Ability to create a space for staff and those we serve to feel physically and emotionally safe.

  12. Ability to support individuals on their paths to recovery and healing and resist re-traumatization of staff and patients.

  13. Demonstrate exemplary problem-solving, communication, interpersonal, and conflict resolution skills.

  14. Ability to work effectively as a team member

  15. Highly responsible and reliable as well as courteous

  16. Unconditional ability to maintain patient confidentiality

  17. Exemplary organizational skills and ability to prioritize

Program Summary

Family Practice and Counseling Network, a program of Resources for Human Development, is a network of community health centers providing comprehensive primary care, dental and behavioral health services. The Network consists of four health centers in Philadelphia – Abbottsford-Falls Family Practice & Counseling in the Northwest, the Stephen and Sandra Sheller 11th Street Family Health Services of Drexel University in the North, the Health Annex in the Southwest, and Annex West Philly housed in Action Wellness (formerly Action AIDS); and a convenient care clinic in Philadelphia – Fast Family Care. Today the Network serves more than 23,000 patients annually and is an NCQA certified Patient-Centered Medical Home.