Ground breaking science. Advancing medicine. Healing made personal.
Mount Sinai is one of the largest health systems in the U.S. with a strong reputation for quality of care (14th ranked academic medical center) and research/education (19th ranked medical school). Traditions are important, but at Mount Sinai, we are looking for people to join our team who want to make healthcare better by improving the value of care for patients, purchasers, and communities.
The health care system has not historically considered patients as consumers – earning itself some of the lowest customer satisfaction scores of any industry as a result. We want to change all that. To earn the consumer’s trust and empower them in their own health, we are building a set of clinical and non-clinical services that empower patients and acknowledge them as a customer in the process.
As one part of that initiative, we’ve launched a new line of business of onsite and near-site health centers. With these health centers, Mount Sinai builds a primary care practice right at the employer’s worksite where traditional fee-for-service payments are replaced by a value-based alternative that enables the clinical team to provide patient-centered care.
We are looking for team members who:
- Have a “do whatever it takes” attitude
- Thrive in fast-paced work environments
- Seek to improve the status quo
- Are comfortable “playing up” and “playing down” as needed to accomplish business objectives
The Practice Manager is responsible for the daily operations, practice leadership and growth of an employer-based health center. The Practice Manager will report to the Worksite Operations Lead.
The Practice Manager will serve as the principle for developing customer-centric policies and processes influencing the overall delivery of care and services in the health center. The Practice Manager will monitor the operational, financial, and quality service of the health center. The Practice Manager will serve as the advocate for the team, providing timely feedback, coaching and support.
Build a service culture
- Cultivate and sustain a service culture throughout the practice team; embody this mentality in your interactions with all patients, staff and stakeholders
- Establish documented standards that promote the highest level of compassion and professionalism; hold all team members accountable to these standards through consistent feedback and coaching
- Create rhythms of feedback and celebration that integrate the practice values into day-to-day workflows
Manage daily health center operations
- Oversee day-to-day operations of the health center including delivery of care, scheduling, medical records documentation, billing, insurance verification, purchasing & inventory, and financial management
- Responsible for reporting on outcomes to Operations leadership and health center staff related to financial performance, patient satisfaction, and other measures. Manage expenses, monitor revenue, and justify variances, to achieve budget objectives
- In conjunction with the Medical Director, design and implement patient workflows, standards of care policies and protocols, and other policies and procedures needed to support health center operations
- Ensure compliance of federal and state regulations and laws; lead necessary improvement activities or corrective action plans
- Plan and coordinate supply ordering and capital equipment procurement for the health center; maintain an audit-proof inventory management system
- Serve as the liaison to building management, external vendors, and referring sources
- Participate in the hiring of office support staff; responsible for managing staff time, attendance, and performance, including any transfers, promotions or disciplinary actions that may be necessary
Support performance improvement efforts
- Lead and participate in process improvement activities that improve the overall operations of the health center and patient satisfaction
- Address questions, concerns and complaints from patients and employer customers in a timely manner; assess and implement needed staffing, process or policy changes to prevent similar negative experiences
- Actively seek and identify ways to provide an improved patient experience; achieve superior patient satisfaction ratings as measured by practice Net Promoter Score (NPS)
Support communication and marketing efforts
- Participate in communicating and marketing the practice model to new patients and other stakeholders, including employer customers, potential patients, and third-party vendors
- Attend in-person and telephonic conference meetings with practice operating team members from the Commercialization Team and other departments
- Establish regular staff meetings and/or other communication vehicles (e.g. newsletters, etc.) for entire practice to ensure effective internal communication
- Maintain employee files, including mandatory trainings, licenses, and other records
- Ensure all staff are well-trained in emergency protocols to promote patient and staff safety
- Maintain an expert understanding of our employer customers and patients, as well as the services offered by the practice, system and other partners
- Abide by the health center’s service framework and contractual requirements
- Other relevant duties as assigned
- Bachelor’s Degree required
- 2-3 years’ experience in medical office administration or other healthcare leadership role required
- Demonstrated people leadership skills, including coaching, feedback and performance management
Additional Skills and Qualities
- Passion for health care as evidenced by academic pursuits and/or professional experience
- Effective interpersonal and communication skills, verbal and written
- Self-motivated team player with proven leadership, problem-solving and mediation skills
- Proven ability to cope with conflict, stress and crisis situations
- Commitment to excellence, attention to detail and accountability
- Must be able to adapt to a growing and changing environment
The Mount Sinai Health System believes that diversity is a driver for excellence. We share a common devotion to delivering exceptional patient care. Yet we’re as diverse as the city we call home- culturally, ethically, in outlook and lifestyle. When you join us, you become a part of Mount Sinai’s unrivaled record of achievement, education and advancement as we revolutionize medicine together.
We work hard to acquire and retain the best people, and to create a welcoming, nurturing work environment where you can develop professionally. We share the belief that all employees, regardless of job title or expertise, can make an impact on quality patient care.
Explore more about this opportunity and how you can help us write a new chapter in our story!
Over 38,000 employees strong, the mission of the Mount Sinai Health System is to provide compassionate patient care with seamless coordination and to advance medicine through unrivaled education, research, and outreach in the many diverse communities we serve.
Formed in September 2013, The Mount Sinai Health System combines the excellence of the Icahn School of Medicine at Mount Sinai with seven premier hospital campuses, including Mount Sinai Beth Israel, Mount Sinai Beth Israel Brooklyn, The Mount Sinai Hospital, Mount Sinai Queens, Mount Sinai West (formerly Mount Sinai Roosevelt), Mount Sinai St. Luke’s, and New York Eye and Ear Infirmary of Mount Sinai.
The Mount Sinai Health System is an equal opportunity employer. We promote recognition and respect for individual and cultural differences, and we work to make our employees feel valued and appreciated, whatever their race, gender, background, or sexual orientation.