Practice Manager, Ghent

1 week ago

Norfolk, Virginia, United Kingdom The Up Center Full time £40,000 - £60,000 per year

About The Up Center:
The Up Center is the oldest and largest child and family services agency in Hampton Roads and has been part of our community since 1883. Purposefully evolving over the years to meet the changing needs of our region, we respond uniquely to the needs of our community's most vulnerable children, families, and individuals. The Practice Manager is a member of the Revenue Cycle Management team and reports to the Revenue Cycle & Client Experience Manager. This role provides oversight of administrative support and client experience to manage the flow of clients into appointments, coordinating with program leaders across a multi-disciplinary team and multiple programs that operate across multiple locations.
Position: Practice Manager
Supervisees: Front Desk Floater/Billing Specialist & Client Registration Coordinator
 
A strong candidate enjoys working collaboratively with a team and interfacing with clients to create an environment with excellent customer service and a focus on community wellness. Additionally, the candidate is energized by implementing procedures that ensure best practices as well as taking initiative for process improvements and technology implementation in a fast-paced office environment.
 
Operational Leadership
  • Oversee daily operations, including front desk, reception, client registration, and scheduling functions.
  • Ensure client registration, and check-in processes are accurate, efficient, and welcoming.
  • Coordinate with program leadership to align administrative workflows with best practices, including: Outpatient Counseling/SUD, Housing and Financial Counseling, Early Childhood Home Visiting, Team Up, Representative Payee and other program and administrative team members.
  • Implement and monitor workflows that support compliance with clinical, regulatory, and funding requirements.
  • Serve as a superuser of the Electronic Health Record (EHR) system: support training, troubleshoot issues, and lead system improvements.
  • Monitor client metrics such as client flow, scheduling efficiency, no-show rates, and registration accuracy to provide recommendations for improvement.
  • Respond to billing inquiries, support payment collections, and assist with denial management
  • Coordinate mail handling, office equipment issues, IT issues, and facilities needs for the Ghent office.
Staff Supervision & Development
  • Supervise team members, including: scheduling staggered shifts to ensure coverage for all operations, performance management, coaching, training, and ensuring operational needs are met.
  • Foster a trauma-informed, client-centered team culture; develop protocols for confidentiality and service excellence.
Client Experience & Customer Service
  • Champion a positive, accessible, and professional environment for all clients and visitors.
  • Respond to escalated client concerns with empathy, problem-solving, and professionalism. Focus on continuously improving client experience.
  • Monitor client feedback and recommend process improvements to enhance access and satisfaction.
  • Act as liaison among clients, clinicians, program leads, and administrative staff. Partner with IT, finance, and program teams to support system functionality, billing processes, and team member needs.
Compliance & Risk Management
  • Ensure front desk and operations are in compliance with HIPAA, CARF, CQI, and organizational policies and procedures.
  • Maintain accurate records and reporting systems in collaboration with administrative and clinical leadership
  • Collaboration & Communication
The Practice Manager will supervise and be cross-trained at completing duties of supervisees to ensure seamless client experience during times of transition or team member absences. 
 
Ideal Candidate Qualities:
  • Passion for excellent client and internal team experiences.
  • Strategic, data-informed thinker with strong communication and collaboration skills.
  • Team Builder, with demonstrated ability to leverage the strengths of diverse teams.
  • Strategic thinker, with proven capacity to listen actively and synthesize multiple pieces of disparate information into a coherent vision and move it towards operationalization.
  • Comfortable navigating complexity and driving actionable solutions aligned with agency goals.
  • Orientation to working successfully in a highly collaborative organization.
  • Commitment to The Up Center's mission and trauma-informed values.
Qualifications:
  • Bachelor's degree or minimum 5 years of relevant experience.
  • Strong knowledge of HIPAA and PHI Regulations.
  • Proficiency with Microsoft Office (Outlook, Teams, Word, Excel, etc.).
  • Project management and EHR experience preferred.
  • Excellent written and oral communication skills.
  • Valid driver's license, working cell phone, and ability to pass background checks.
The Up Center is an Equal Opportunity Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and employees without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, amnesty, military, veteran status, or any other characteristic protected by applicable law.

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