Practice Manager

Direct Reports:

• Front End Leads

Key Responsibilities:

Operational Leadership

• Provide overall leadership and direction for site-based administrative and front-end operations, ensuring efficient, safe, and patient-centered clinic functioning.
• Oversee daily clinic operations to ensure optimal use of staff time, space, and resources.
• Collaborate with Medical, Dental, and Nursing leadership to align operational workflows with clinical priorities and organizational goals.
• Identify operational barriers that impact care delivery and communicate concerns, risks, and recommended solutions to leadership.
• Perform regular walkthroughs of the facility to promote a safe and secure environment by identifying and responding to potential safety concerns for visitors and staff.  

Scheduling, Access, and Patient Flow

• Oversee site-specific schedule management, including the design and maintenance of provider schedule templates for Medical and Dental departments.
• Ensure optimal schedule utilization to support patient access, continuity of care, and provider productivity.
• Manage provider call-outs and oversee paid time off requests in coordination with department leadership to maintain adequate clinic coverage and minimize service disruption.

Workflow Optimization and Quality Improvement

• Monitor, evaluate, and improve administrative and front-end workflows to enhance efficiency, patient experience, and staff satisfaction.
• Lead and participate in quality improvement initiatives using the Plan-Do-Study-Act (PDSA) model to improve operational systems, services, and processes.
• Support data-informed decision-making related to access, flow, and operational performance metrics.

Policy Implementation and Compliance

• Oversee implementation of organizational policies and procedures at the site level and ensure staff awareness, training, and adherence.
• Conduct and oversee operational quality assurance reviews to support compliance with regulatory, accreditation, and organizational standards.
• Support site readiness for audits, site visits, and internal reviews related to front-end and operational functions.

Patient Experience and Grievance Management

• Manage clinic-related patient complaints and grievances in accordance with CHCFC policy.
• Initiate and manage patient behavior contracts when indicated.
• Mediate conflicts involving staff, patients, or visitors, promoting respectful communication and timely resolution.

Staff Leadership and Development

• Provide direct supervision to Front End Leads, including:
  • Approval of schedules, time-off requests, call-outs, and timecards
  • Performance coaching, recognition, and corrective or disciplinary action as needed
  • Conducting performance evaluations and developing performance improvement plans
• Foster a culture of accountability, teamwork, collaboration, and positive communication.
• Model and promote CHCFC’s mission, values, and commitment to equitable, patient-centered care.

Recruitment, Onboarding, and Training

• Serve as hiring manager for Front End Leads, Receptionists, and Office Assistants.
• Oversee recruitment, onboarding, orientation, and training for front-end staff.
• Develop and maintain orientation and training materials and support Front End Leads in training their teams.
• Coordinate mentorship and ongoing development opportunities for designated work groups.

Staff, Visitor, and Learner Support

• Support onboarding and orientation for new staff, residents, and students, ensuring appropriate workspace, access, and supplies.
• Ensure clinic visitors are appropriately oriented and provided with proper identification.

Supply and Vendor Management

• [SR1] Interact professionally with medical supply vendors and pharmaceutical representatives in accordance with organizational policy.

Collaboration and Communication

• Attend administrative, medical, and interdisciplinary team meetings as required.
• Communicate effectively with patients, staff, and leadership across departments to support coordinated clinic operations.
• Work onsite and remain available to address real-time operational issues affecting staff and patients.

Other Duties

• Assist with special projects and additional administrative responsibilities as assigned.

REQUIRED QUALIFICATIONS:

Education

• Bachelor’s degree in Healthcare Administration or a related field required, or equivalent relevant experience in lieu of a degree
• Master’s degree in Healthcare Administration or a related field preferred
• Proficiency in written and spoken English required
• Bilingual English/Spanish, English/Moldovan, or English/Russian preferred

Experience

• Prior experience in a managerial or supervisory role required
• Experience in ambulatory care, community health, or FQHC settings preferred
• Knowledge of clinic operations, patient access, workflow optimization, and regulatory compliance preferred
• Experience with inventory management, budgeting support, and vendor coordination preferred

Knowledge, Skills, and Abilities

• Strong leadership, communication, and change-management skills
• Excellent organizational, problem-solving, and conflict-resolution abilities
• Ability to analyze operational data and support performance improvement initiatives
• Familiarity with basic medical terminology and outpatient clinical workflows
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and internet-based systems
• Ability to work effectively in a fast-paced, mission-driven, team-based environment
• Commitment to health equity, cultural humility, and respectful patient engagement

Physical Demands  

The physical demands described here are representative of those required to perform the essential functions of this position, with or without reasonable accommodation. Duties may require standing, walking, sitting, use of hands and arms, climbing stairs, bending, kneeling, crouching, and lifting up to 25 pounds. Vision requirements include close, distance, color, peripheral, depth perception, and focus adjustment.

Working Conditions  

This position may require travel between health center locations and exposure to typical weather conditions. Duties may involve exposure to blood, body fluids, or tissues consistent with an outpatient healthcare environment.

Equal Employment Opportunity Statement

CHCFC is an Equal Opportunity Employer and does not discriminate on the basis of any protected status under federal or state law. CHCFC is committed to fostering a diverse and inclusive workplace.

DISCLAIMER

This job description reflects the general nature and level of work performed and is not intended to be an exhaustive list. It does not constitute an employment contract. Duties and responsibilities may be modified based on organizational needs.