HHHN MissionTo provide the best health care, and access to that care, for everyone in our communitiesHHHN VisionTo pioneer an innovative, sustainable and community-focused health system through comprehensiveprimary care and diverse partnershipsProposed schedule: Based on operating hours and needs of the center which are 8a-8p Monday-Thursday, Friday 8a-5p, Saturday 8a-1pPosition SummaryThe Practice Leader is directly responsible for the daily leadership of health center operations while embracing the Core Values of Quality, Appreciation, Creativity and Sustainability in pursuing the HHHN Mission and Vision. The Leader will be responsible for holding their team members accountable for the delivery of an exceptional patient experience as measured by patient satisfaction surveys and patient feedback. The Leader will: achieve annual performance goals related to quality, compliance and financial outcomes; attract and retain the right people to maintain high service standards and deliver quality patient care; and support the implementation of a sustainable team-based care model.The Leader will work closely with the Medical Leader on day-to-day problem solving, comanagement of health center performance and implementation of key objectives. Strong collaboration between operational and medical leaders across the organization is essential as everyone works toward a common set of goals and benchmarks for success.Essential Duties and Responsibilities: Promote and monitor patient satisfaction continuously; provide coaching when necessary andpositive reinforcement; create and support a patient centric culture and lead by example Respond promptly to patient feedback and ensure the patient is 100% satisfied with the actionstaken to improve patient experience; hold team members accountable Lead, manage and hold the health center team members accountable Directly lead and manage health center nurse leadership and patient services leadership Monitor and maintain staffing levels based on patient volumes Develop team skills through mentoring, training and development programs In conjunction with the Medical Leader, interview, onboard, and offboard clinical team members Conduct regular performance reviews as per policy, providing meaningful and genuine feedback,and identifying areas for development If necessary, create improvement plans against set targets, counsel, coach, and, in some cases,take disciplinary action Ensure all health center employees are equipped with the tools and resources to be successful Work collaboratively with the health center Medical Leader to consistently deliver an optimalpatient experience and high level of team satisfaction Continually monitor data and metrics and work toward established goals Support the implementation of the HHHN team-based care model Adhere to and provide feedback on standard health center procedures Provide a consistent level of high-quality care and exceptional customer service while achievingproductivity and efficiency targets Meet HHHN standards for all aspects of the patient visit cycle, including overall patientsatisfaction, pre-visit activities, greeting by patient services, waiting room times, intake meetingwith the care team coordinator, clinical exam, and checkout Lead regular, monthly health center performance meetings Participate in multi-disciplinary regional meetings Develop and manage annual budget, monitor monthly financial results, report on variances, andprepare forecasts Conduct appropriate drills in support of the HHHN emergency preparedness plan Monitor telephone volumes and ensure calls are answered in a timely, professional, customerfocused manner Serve on HHHN committees that support the Mission, Vision and Core Values; participate withenthusiasm and engagement Perform additional duties and special projects as assignedQualifications: Bachelor’s degree in health care or related field 3 years of health care management experience, preferably in primary care-centric model 5 years of management experience Ability to establish, influence and build strong collaborative relationships Excellent verbal and written communication skills; ability to communicate effectively with careteam members, patients and external contacts Ability to serve as a mentor and role model Decisiveness and a willingness to take initiative and implement innovative solutions Ability to build and grow an engaged and productive team Strong organizational skills and attention to detail Familiar with EMR systems and medical terminology Proficiency in MS Office Suite
