OPS-Practice Manager

Position Summary

The Practice Manager is the senior administrative leader of a CCI Health Services site and is accountable for the site's operational and financial performance, patient access and experience, regulatory readiness, and the performance and development of the site's clinical support and administrative staff. The Practice Manager works in a dyad partnership with site medical leadership: the Practice Manager owns business and operational performance, and medical leadership owns clinical practice and clinician performance.

This is one of CCI's largest and most operationally complex sites. The Practice Manager manages across co-located service lines that include more than 20 clinicians across medical, dental, and behavioral health service lines, a co-located pharmacy, and a Family Medicine Residency teaching program; more than 30 clinical support and administrative staff; and more than 35,000 medical visits annually, in addition to dental and behavioral health encounters.

The Practice Manager directly supervises the site's clinical support and administrative staff supporting medical services, approximately 25 employees. Clinicians report to medical leadership, and dental, behavioral health, pharmacy, and graduate medical education staff report through their own program or departmental leadership. The Practice Manager does not supervise those staff, maintains timekeeping and payroll records for clinicians assigned to the site, and remains accountable for site-wide operational awareness, coordination across all service lines, and the shared conditions under which every team at the site works.

KEY FUNCTIONS AND RESPONSIBILITIES:

Business and Financial Performance

• Accountable for the site's financial performance against organizational targets. Monitors payer mix, utilization, clinician productivity, and controllable costs including overtime and supply spend, explains variances, and takes corrective action in partnership with Finance.
• Oversees front-end revenue performance, including sliding fee determination and redetermination, insurance verification and eligibility, and time-of-service collections.
• Manages procurement and inventory of medical supplies, vaccines, medications, and office materials for the site's medical services and shared areas, in compliance with CCI procurement policy, and evaluates and recommends equipment purchases.

Access, Productivity, and Patient Flow

• Builds and manages clinician and support staff schedules and appointment templates to meet visit volume, clinician productivity, and patient access targets, including coverage for planned and unplanned absences and clinic templates built from the published residency block schedule.
• Monitors third next available appointment, no-show and cancellation rates, visit cycle time, and template utilization, and leads site-level improvement work when performance falls below target.
• Supports the patient-centered medical home model, including empanelment accuracy, care team continuity, and daily huddles, and partners with the Scheduling Center and Referrals on the workflows that determine site access.

Workforce Leadership and Development

• Leads recruitment, hiring, onboarding, performance evaluation, coaching, and corrective action for the site's clinical support and administrative staff supporting medical services, in partnership with Human Resources.
• Supports the Medical Directors in performance evaluation and corrective action for clinicians.
• Builds staff capability through training, cross-training, and documented competency validation, and develops staff with potential for advancement by delegating real responsibility and assessing readiness.
• Manages timekeeping and payroll accuracy for supervised staff and for clinicians assigned to the site, controls overtime and paid time off through proactive scheduling, and monitors turnover, vacancy, and engagement at the site.

Quality, Compliance, and Regulatory Readiness

• Maintains continuous survey readiness for Joint Commission, HRSA Health Center Program, and PCMH requirements, ensuring that compliance is supported by retrievable operational evidence and not policy language alone.
• Ensures site compliance with HIPAA, OSHA, CLIA-waived testing, infection control, medication and vaccine storage, licensure, and credentialing requirements, and maintains a clean, orderly, and safe environment.
• Owns site-level emergency preparedness, including the emergency evacuation plan, fire and disaster drills, and verified competency in emergency procedures for every person working at the site, regardless of reporting line.
• Leads site performance on clinical quality and UDS measures in partnership with medical leadership and the quality team, using CCI's population health and analytics reporting to track performance and close gaps.
• Reviews site policies and workflows on a defined cycle, ensures staff are trained to current policy with training documented, and completes incident reporting, investigation, and corrective action.

Patient Experience and Community Access

• Accountable for site patient satisfaction. Reviews survey results and complaints, identifies the drivers behind them, resolves grievances within established timeframes, and implements service recovery and process improvement.
• Ensures meaningful language access through qualified interpretation services and translated written materials, and models culturally responsive, trauma-informed service.

Program and Facility Stewardship

• Coordinates operations across co-located service lines and programs, including dental, behavioral health, pharmacy, and graduate medical education. Maintains current working knowledge of what is happening in each, aligns schedules, space, shared staff, and shared workflows, and resolves conflicts between service lines or raises them to the appropriate leader.
• Supports site-level execution of grant-funded and specialty programs hosted at the site, including space, staffing, workflow integration, and the data collection those programs require.
• Monitors and maintains the facility, informing the CSOO of any active issues.
• Ensures the facility opens and closes securely each service day and that security and alarm procedures are followed, reporting any compliance breach to the Chief Strategy and Operations Officer.
• Provides operational coverage and support to other CCI sites as organizational needs require, and performs other duties as assigned.

PERFORMANCE EXPECTATIONS

• Works from data. Reviews operational, financial, quality, and workforce reports independently, reaches conclusions, and brings recommendations rather than only observations.
• Anticipates problems and addresses them before they escalate. When escalation is required, escalates with a proposed solution.
• Makes decisions within the scope of the position's authority and accepts accountability for the results.
• Communicates accurately and concisely, and adjusts the message to the audience, whether staff, clinicians, patients, funders, or senior leadership.
• Builds trust across clinical and administrative teams and works effectively in a dyad relationship with medical leadership.
• Coordinates effectively without direct authority. Builds working relationships with the program and departmental leaders whose staff work on site, and resolves shared resource conflicts through influence and timely escalation rather than control.
• Protects the confidentiality of information, models the standards of behavior expected of all CCI staff, and adheres to CCI personnel, attendance, and dress code policies.

MINIMUM QUALIFICATIONS

• Bachelor's degree in healthcare administration, business administration, public health, public administration, nursing, or a closely related field.
• Five years of progressively responsible experience in ambulatory healthcare operations, including three years managing a team of at least twenty staff in a multi-provider outpatient setting.
• Demonstrated accountability for operational and financial performance measures, such as visit volume, clinician productivity, patient access, cost control, or budget variance.
• Proficiency with electronic health record systems and with Microsoft Excel at a level sufficient to build and interpret operational reports independently, and the ability to present performance and recommendations to senior leadership.
• Current BLS/CPR certification required.

Why work at CCI?

• Extensive benefits plan including PTO
• 403B Retirement Plan
• Tuition reimbursement opportunities
• Continuing education assistance; can be used toward obtaining certifications, renewal of certifications, or possible conference attendance.
• Our providers are insured for malpractice under FTCA.

Equal Employment Opportunity (EEO)

CCI Health Services does not unlawfully discriminate based on race, religion, color, national origin, citizenship, ancestry, physical or mental disability, legally protected medical condition (cancer related or genetic characteristics or any genetic information), marital status, sex, sexual orientation, gender identity, gender expression, pregnancy, age (40 or older), military and/or veteran status or any other basis protected by federal or state law. All personnel decisions are to be administered in accordance with this policy and in compliance with applicable federal and state law, including, but not limited to, decisions regarding recruitment, selection, training, promotion, compensation, benefits, transfers, lay-offs, tuition assistance, and social and recreational programs.

The CEO & President of CCI and all managerial personnel are committed to this policy and its enforcement. Employees are directed to bring any violation of this policy to the immediate attention of their supervisor, Human Resources, or the CEO & President. Any employee who violates this policy or knowingly retaliates against an employee reporting or complaining of a violation of this policy, shall be subject to immediate corrective action, up to and including termination of employment. Complaints brought under this policy will be promptly investigated and handled with due regard for the privacy and respect of all involved.