Senior Practice Manager

Position Overview

The Senior Practice Manager is an operations leader who is passionate about North Shore Community Health’s ( NSCH’s) mission to build healthy communities by providing exceptional care to all and nurtures a work environment centered on the NSCH Values of Accountability, Integrity, Empathy, Courage, Respect, and Commitment . The Senior Practice Manager is responsible for the daily on-site operations at Gloucester Family Health Center’s (GFHC’s) medical practice and for administrative support to all of NSCH’s Behavioral Health (BH) providers via digital communication platforms.

The Senior Practice Manager will report to the Director of Practice Operations and will directly supervise GFHC’s Medical Patient Service Representatives (PSRs) , the BH Integrated Care Coordinator and the Gloucester Patient Access Navigator. They will be expected to work closely with the on-site Nurse Manager, Medical Director, and Director of Behavioral Health to coordinate daily operations and patient access for and GFHC’s medical practice and NSCH’s BH practice.

The Senior Practice Manager will lead best practices to ensure that patients in our community have reliable access to high quality primary and behavioral health care by managing medical and BH providers’ schedule templates, managing departmental In Baskets, Appointment Requests, and Workqueues. They will participate in, and lead, initiatives to improve access, quality, performance, and patient experience.

The Organization

North Shore Community Health (NSCH) is a highly accomplished community health organization that prides itself on its compassionate approach to serving the surrounding communities with comprehensive and culturally sensitive care. With a strong commitment to excellence, NSCH provides:

• Comprehensive primary care.
• Dental services.
• Behavioral health care.
• Care management.
• Pharmacy services.
• Substance abuse disorder treatment.
• Nurse care management.
• Insurance enrollment assistance.

NSCH operates service sites at Gloucester, Peabody, and Salem Family Health Centers, ensuring convenient access to care. Additionally, NSCH extends its reach through school-based health centers within the Salem and Peabody School Districts. NSCH collaborates with Bentley Academy, Collins Middle School, Horace Mann School, Bates Elementary School, and the Peabody Learning Academy for behavioral health services.

As a community-based safety net healthcare provider, NSCH actively encourages diversity and welcomes staff members who reflect the rich tapestry of our communities. We highly value the contributions of our team members and offer a wide range of perks and comprehensive benefits. These include health and wellness benefits, tuition reimbursement, loan forgiveness opportunities, and other appealing benefits.

We believe in supporting our employees from day one, and all eligible staff members can take advantage of these benefits right from the start of their employment at NSCH. We aim to foster a supportive and rewarding environment that empowers our team members to provide exceptional care to our communities.

Mission

North Shore Community Health’s mission is to build healthy communities by providing exceptional care to all.

Vision

Healthy People | Vibrant Communities

Values

Accountability

We take our responsibility to ourselves, each other, and the NSCH Community very seriously. We understand our individual roles, and positions of power with respect to how others perceive our roles and actions. We hold ourselves accountable when we make mistakes–acknowledging the error, owning it, taking corrective actions, and moving forward. We follow through on what we commit or resolve to do.

Integrity

Integrity is the foundation of healthy relationships. We are committed to the highest ethical standards: honesty, fairness, respectfulness, and trustworthiness. We are honorable and respectful in dealings with others, and we strive to deal honestly, fairly, and in a respectful, ethical, and trustworthy manner when in agreement or disagreement.

Empathy

Empathy is a deep appreciation for another’s situation and point of view, which is the basis for the golden rule and our intrinsic sense of justice. We strive to bring empathy into our interactions with each other and with our patients.

Courage

We see courage as the strength of character to stand up for our convictions and belief system. To have courage is to have the fortitude to take risks and to extend one’s behaviors, actions, and thoughts beyond one’s comfort zone. We appreciate that courage is often required to compromise. Courage is a state of mind to face adverse, difficult, and challenging situations with confidence and positive energy.

Respect

NSCH holds its patients in the highest regard. We provide care that is respectful of and responsive to individual patient needs and values. We take the time to listen to concerns, understand what is important, and provide appropriate solutions and care. We do this through coordination and integration of care, collaboration, and teamwork.

Commitment

NSCH is committed to the health and well-being of its community, patients, and staff. We demonstrate this commitment by constantly striving to align our actions with our mission, vision, and values.

EEO Statement

We, North Shore Community Health (NSCH), are an equal employment opportunity employer. Our goal is to have a diverse workforce representative of all people, at all job levels, in the organization. We do not and will not make any personnel decisions (like recruiting, hiring, job assignments, and promotions) based on age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity, gender expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.

Essential Duties and Responsibilities

• Supervise and coach all non-clinical staff, including medical PSRs, to ensure staff are consistently and fairly kept accountable to organizational values and are performing to their best potential.
• Coordinates the onboarding and offboarding for new staff and providers with HR, IT, etc.
• Manage BH’s and GFHC’s patient access by collaborating with the Medical Director and Director of Behavioral Health to create provider schedules in accordance with NSCH’s staffing guidelines
• Generate periodic reports in Epic to monitor departmental Key Performance Indicators (KPIs) for front-end processes, provider caseloads and productivity, and waitlist management
• Develop/execute strategies based on data findings in collaboration with Director of BH and Director of Practice Operations.
• Ensure administrative/non-clinical workflows and standard operating procedures (SOPs) are documented and followed.
• Oversee accurate paperwork and record keeping, checking insurance eligibility, verifying patient demographic information, generating Good Faith Estimates, assessing patients’ needs for insurance enrollment and eligibility for sliding fee discount, collecting co-pays, etc.
• Lead communication efforts to assure all staff are familiar with NSCH policies, procedures, and performance expectations of their jobs, including time and attendance.
• Evaluate appropriateness of staffing levels to ensure safe operations, while establishing a work environment that fosters teamwork and open communication.
• Manage departmental patient/customer service complaints and ensure timely reporting of findings while providing outstanding customer service to internal and external stakeholders.
• Identify opportunities to better leverage resources to optimize productivity and minimize costs, while focusing on performance and systems improvement.
• Adhere to HIPAA rules including maintaining strict patient confidentiality.
• Perform additional duties to fulfill NSCH's mission, as assigned.

Requirements

• Values cultural diversity and individual differences, supporting NSCH’s values and commitment to building on these strengths.
• Proficiency in Microsoft Office applications (Excel, Word, Outlook, Teams, etc.) required; experience with the Epic electronic medical records system preferred.
• Excellent verbal and written communication skills, attention to detail, and strong organizational skills.
• Proven ability to prioritize and execute tasks in a fast-paced environment while collaborating effectively with medical and behavioral health staff.
• Demonstrated analytical thinking and creative problem-solving skills.
• Ability to build relationships and lead effectively within a matrixed organization.

Education & Experience

• Bachelor’s degree or equivalent experience required.
• Minimum of two (2) years of experience in a supervisory or leadership role in behavioral health and/or other ambulatory health care settings; community health center experience preferred.
• Bilingual in Spanish or Portuguese highly preferred.
• Completion of NSCH Trainings

Work Environment Conditions

• This position operates in a professional, fast-paced, and collaborative healthcare environment.
• Regular interaction with colleagues, supervisors, and/or patients occurs in person, by phone, and via digital communication platforms.
• Standard office hours apply, with occasional flexibility required to meet deadlines, attend meetings, or respond to organizational needs.
• Work may require sitting or standing for extended periods, using computers and other standard office equipment.
• Employees are expected to follow all organizational policies and procedures, including those related to safety, confidentiality, and ethical conduct.

Physical Requirements

• Infrequent lifting of materials (e.g., boxes, equipment) weighing up to 50 pounds
• Ability to sit or stand at a desk for extended periods, with consistent use of computers and telephones
• May be required to travel to multiple sites within a single day

As a health center, NSCH ensures that all employees comply with the annual requirements for vaccinations and health screenings. All employees must be vaccinated against COVID-19 as a condition of their employment unless they have been granted a religious or medical exception. Proof of COVID-19 vaccination must be provided, and prospective employees must be vaccinated before their first day of employment, submitting their vaccination record and pre-hire paperwork. If you need to request an exemption from the vaccine requirement or have any inquiries regarding this policy, please contact the Human Resources Department at hr@nschi.org.

At North Shore Community Health, our commitment lies in fostering a diverse workforce. If you're enthusiastic about this position but feel that your previous experience aligns differently with every requirement in the job description, we still encourage you to apply! Your skills could be a great fit for this role or other opportunities within North Shore Community Health.

Living on the North Shore

With facilities in Salem, Peabody, and Gloucester, NSCH offers access to New England’s Coastal charm just thirty minutes outside Boston. The North Shore is connected to the city via the Rockport Commuter Rail line, which makes stops in Salem and Gloucester. The North Shore has plenty to offer, with a rich history and thriving cultural scene.

For Information Please Contact

Talent Acquisition Department

North Shore Community Health

TalentAcquisition@nschi.org