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Job Summary

The Practice Manager performs an essential role in facilitating and orchestrating the integration of the clinic’s disparate functions and activities while focusing on the needs of patients, faculty, and staff. The Practice Manager will serve as the primary administrative point of contact for the clinic and must be adept at clearly communicating information to various stakeholders in order to facilitate and foster the connection between patients and caregivers across the continuum of care. Additionally, the Practice Manager must develop a robust understanding of how an individual clinic sets its own priorities in accordance with departmental (and organizational) priorities and how these priorities, in turn, support and influence the department’s mission, vision, and values.

On a day-to-day basis, the Practice Manager will oversee the administrative duties of clinic operations including, but not limited to hiring and onboarding staff, managing physicians’ clinic schedules, coordinating with other managers, working closely with other business functions (e.g. billing), and addressing patient concerns. It is essential that the position partners with the clinic’s ophthalmic technicians and service leads to coordinate and improve all aspects of patient-centric care delivery and daily operations. Additionally, the Practice Manager will actively lead and empower a dynamic cross-functional team of technicians, medical assistants, scribes, and patient services staff, to complete the duties of their role while promoting tenets of employee satisfaction. This includes setting and evaluating to a clear set of expectations and endorsing opportunities for employee growth and development. The Practice Manager will also approve employee timesheets, address employee concerns, monitor compliance of regulations, and discuss best-practices with staff.

The ideal candidate will possess excellent communication skills, a high level of professionalism, and diligence to identify and optimize service performance – whether human or system-based – that contribute elevating patient satisfaction or clinical outcomes. Additionally, the ideal candidate will be an advocate for patients and their access to the highest quality ophthalmic care regardless of perceived background or insurance status. The Practice Manager must support faculty, staff, and patients within the clinics, and ultimately, the Department of Ophthalmology and Visual Sciences while fostering the fulfillment of Michigan Medicine’s tripartite mission.

Responsibilities*

  • Oversee all administrative and operational functions of the neuro-plastics clinic
  • Manage all clinical and clerical staff, engaging and empowering the team to deliver high quality, safe and patient-centered care
  • Serve as primary liaison to the service leads and faculty working together to problem solve and optimize clinical operations
  • In conjunction with service leads, determine and execute on strategic priorities and key performance metrics
  • Develop robust systems approach to hiring, training staff, regulatory and compliance issues
  • Maintain highest levels of patient/customer loyalty, employee engagement and faculty satisfaction
  • Other duties as assigned by service lead and supervisor

Supervision Exercised

  • Technician staff
  • Medical assistants
  • Scribes
  • Patient services, surgery scheduling and related staff

Supervision Received

  • Administrative supervision from Kellogg Eye Center Clinical Operations Manager
  • Functional supervision from Neuro-ophthalmology and Oculoplastic faculty service leads

Required Qualifications*

Clinic Intermediate Manager Level Requirements

  • 2+ years of previous experience in health care setting
  • Previous leadership or management experience
  • Demonstrated commitment to customer service or patient and family centered care
  • Proficiency with MS office
  • Ability to analyze, interpret and communicate data

Clinic Associate Manager Level Requirements

  • 1 to 2 years of previous experience in health care setting
  • Previous leadership or management experience
  • Demonstrated commitment to customer service or patient and family centered care
  • Proficiency with MS office
  • Ability to analyze, interpret and communicate data

Desired Qualifications*

  • Bachelor degree with 2-4 years of previous experience in health care setting
  • Experience of knowledge in the field of ophthalmology
  • Previous experience with MiChart (Epic) or other electronic medical record (EMR)
  • Familiarity with University policies and KEC guiding principles that promote Caring, Teamwork, Integrity and Innovation
  • Experience working in academic medicine
  • Experience with program solving techniques i.e. lean, six sigma, etc.

Underfill Statement

This position may be underfilled at a lower classification depending on the qualifications of the selected candidate.

Additional Information

The Kellogg Eye Center is an internationally respected department within Michigan Medicine .  Annually we provide over 175,000 patient visits and perform over 8,000 surgical cases across 10 different locations in and surrounding Ann Arbor.  With 100 faculty members, 21 residents, and 10 clinical fellows we strive to provide the highest quality and safest eye care available anywhere in the world.  Our purpose is to improve lives through curing, treating, and preventing eye disease.  Our guiding principles are teamwork, caring, integrity, and innovation.  Together, we use our purpose and guiding principles to align ourselves both as individuals and as an organization to achieve our vision of improving lives around the world by enhancing vision.  We are a U.S. New and World Report (USNWR) top 10 program within USNWR top 10 hospital system and are seeking individuals who wish to enhance the strength and capability of our workforce to help us become even better at the work that we do. 

Neuro-Plastics Services Background

The neuro-ophthalmology service is comprised of three faculty members and one service fellow. The oculoplastics service is comprised of six faculty members, one primary service fellow and two physician assistants. Together these sub-specialty services provide well over 12,000 outpatient visits and perform over 1,700 surgical case across four different clinical facilities. The clinics are also serviced by a team of highly skilled ophthalmic technicians, medical assistants, scribes and clerical staff who collectively serve our patients and their families. As the primary referral center for sub-specialty neurological, orbital, reconstructive and plastic eye care, our faculty routinely treat patients who come from all across the state, region, country and globe. In addition to growing clinical practices, our faculty are actively involved in cutting-edge research and engaged in dynamic education of our trainees. The combination of all our patient care, scholarly and training pursuits aim at advancing the respective fields of neuro-ophthalmology and oculoplastics as well as providing world-class eye care to our patients.

Background Screening

Michigan Medicine conducts background screening and pre-employment drug testing on job candidates upon acceptance of a contingent job offer and may use a third party administrator to conduct background screenings.  Background screenings are performed in compliance with the Fair Credit Report Act.

Application Deadline

Job openings are posted for a minimum of seven calendar days. This job may be removed from posting boards and filled anytime after the minimum posting period has ended.

U-M EEO/AA Statement

The University of Michigan is an equal opportunity/affirmative action employer.