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Caring. Connecting. Growing together. The Practice Performance Manager is responsible for overseeing and improving clinic operations, ensuring the delivery of value-based care, and managing the onboarding and training of clinic staff. This role involves developing and implementing training programs, monitoring performance metrics, and collaborating with clinic leadership to improve efficiency and patient satisfaction. The Practice Performance Manager plays a crucial role in maintaining consistent operational standards across all clinics and acts as a key point of contact for operational issues and escalations.
Primary Responsibilities: - Value-Based Care Education:
- Develop and deliver training programs for back-office and front desk staff
- Ensure proficiency in clinical workflows and best practices
- Conduct monthly training sessions on Value-Based Care topics
- Update training materials and procedures as necessary
- Facilitate communication with clinician leadership to promote understanding and collaboration
- Oversight of Clinic Operations:
- Collaborate with oversight committees on workflow changes
- Oversee front desk and back-office operations across all clinics
- Maintain consistent patient check-in/check-out experiences
- Monitor performance metrics such as patient throughput, scheduling accuracy, and wait times
- Ensure compliance with HIPAA and other privacy regulations
- Act as the point of contact for escalation issues
- Assess and recommend improvements for efficiency and patient satisfaction
- Onboarding New Employees:
- Oversee onboarding and training for new staff
- Create onboarding checklists and training schedules
- Monitor progress and provide additional training as needed
- Align clinic staff tasks with clinical needs
- Develop and oversee standard operating procedures (SOPs) for front desk and back-office tasks
- Key Competencies:
- Leadership: Ability to train, educate, and mentor front desk and back-office staff on new processes, procedures, and standards while fostering a collaborative environment
- Communication: Strong verbal and written communication skills, with the ability to present and speak effectively in all settings with varying size groups
- Project Management: Proficiency in managing multiple projects, setting priorities, and meeting deadlines
- Change Management: Ability to navigate and manage change effectively, demonstrating emotional intelligence
- Analytical Thinking: Solid analytical skills to assess workflows, performance metrics, and recommend improvements
You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications: - 2+ years of experience in clinic or clinic operations
- Leadership experience within clinic operations
- Experience in managing projects and developing training materials
- Experience in conducting performance audits and tracking metrics
- Experience in onboarding and training new staff
- Knowledge of clinic operations, including front desk and back-office processes
- Knowledge of developing and implementing SOPs for clinic tasks
- Understanding of HIPAA and other privacy regulations
- Proficient with Microsoft Office Suite to include OneNote, Excel, Visio and PowerPoint
- Willingness to travel to all clinics within Arizona for training, onboarding, and workflow assessment
Preferred Qualifications: - Experience Lean management principles or other process improvement methodologies
- Experience with Epic EMR
- Understanding of value-based care principles and clinical workflows
The salary range for this role is $71,600 to $140,600 annually based on full-time employment. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you'll find a far-reaching choice of benefits and incentives.
At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission. Diversity creates a healthier atmosphere: OptumCare is an Equal Employment Opportunity/Affirmative Action employers and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. OptumCare is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.