Outpatient Therapy Senior Practice Manager

Rochester, NY


The Senior Practice Manager oversees the operational components of a standalone large office location, provides mentorship and consultation to smaller multi-site locations and or is the administrator for a multi-specialty office building. In this capacity the Senior Practice Manager will serve as the business manager for multiple providers(s). Supervises, coordinates and or monitors the work activity of employees, develops goals and objectives and is responsible for annual budgets for all sites under their direction. Performs routine and non-routine duties requiring highly advanced administrative skills and proficiency with minimum direction. Works collaboratively with the Practice Operations Managers and/or Practice Administrator of the department to ensure consistency across all site locations regarding process, procedure and compliance standards. Maintains a positive work environment.


Operations Management :

  • Supervises the overall operation of a single large practice; smaller multi-site locations or a multi-specialty medical building.

  • Implements procedures for enhancing levels of service and quality and enforces medical office policies and procedures.

  • Develops guidelines for prioritizing and assigning work activities, evaluating the effectiveness, and modifying process as necessary.

  • Establishes and maintains an efficient and responsive patient flow system.

  • Schedules and facilitates regular office meetings with providers and office staff.

  • Ensures proper registration and insurance pre-verification management processes are followed including warm transfers to centralized functions.

  • Prepares weekly schedule for staff ensuring proper staffing to support daily office operations including directly monitoring workflow to ensure accuracy and maximum efficiency.

  • Support and uphold policies, procedures, objectives, quality improvement, safety, environmental and infection control, and codes and requirements of accreditation and financial performance.

  • Oversee maintenance of patient records, including storage and transfer.

  • Establishes performance improvement goals for the office, remaining in alignment with the goals and objectives of the department

  • Work collaboratively with providers to build templates in alignment with department expectations and manage ongoing schedule changes.

  • Will assist with practice acquisitions and new build facility/operations set-up.

  • Will participate in cross-functional teams in the department that assess quality improvement and /or process efficiency/workflow projects.

Service Orientation and Patient Experience:

  • Serve as the point person for patient advocacy managing patient complaints for all assigned site locations.

  • Pilots new workflows and technologies that increase digital access.

  • Access and interpret Press Ganey patient satisfaction survey data and regularly share results with providers and staff.

  • Serve as patient relations advocate by demonstrating skills in resolving difficult patient complaints and concerns.

  • Escalate patient access issues to the URMC physician liaison.

  • Define expectations for patient satisfaction and live the brand for UR medicine.

Human Resources:

  • Responsible for recruiting, hiring, orientation, training, development and evaluation, and management of staff.

  • Management of clinical staff in collaboration with the site medical director and or nurse manager.

  • Ensure initial new employee and annual staff mandatories are completed and tracked for compliance.

  • Conduct timely and thorough employee end-of-probation and annual performance appraisals.

  • Perform weekly input and review of payroll in electronic payroll systems.

  • Monitor employee engagement and serve as an employee engagement champion to promote and foster a positive work environment at the home office and in other offices as assigned.

  • Oversee performance management and corrective discipline processes as needed.

  • Will mentor and directly supervise front office supervisors, if at a multi-site location.

  • Will train and mentor new practice managers.

Financial Operations :

  • Monitor charge reconciliation process, including the production of weekly reports for all assigned site locations.

  • Reviews monthly coding trends report to develop and implement practice workflows to decrease coding errors.

  • Develops annual and capital budgets, including required justifications and effectively managing within budgeted parameters.

  • Responsible for control and accuracy of petty cash, cash reconciliation and balancing of daily deposits.

  • Develop cost reduction and expense management initiatives in collaboration with site medical director. Hold staff accountable for target achievement.

  • Process pharmaceutical, supply and other types of orders timely and accurately from approved vendor lists.

  • Maintain provider schedules to ensure adequate visit volumes for patient access and financial performance.

  • Oversee the bi-annual inventory process.

  • Develop workflows and strategies that support year-over-year improvement in revenue-generating programs based on quality initiatives to improve population health metrics, specifically focused on the pay-for-performance programs (i.e. Vatica, United Health Care Gap Closure, ACQA, etc.).

  • Engage practice performance in clinicalquality initiatives by maximizing the number of patients seen for risk-adjustable visit types (i.e. Annual Wellness Visits and health maintenance exams) on a yearly basis and supporting data analytic work and patient outreach.

Quality and Compliance :

  • Responsible for maintaining high levels of quality service, environment, and compliance with local, state, and federal regulations and standards.

  • Oversee completion and submission of quality reports.

  • In collaboration with practice providers(s), oversee clinical compliance for quality assurance, documentation, and reporting.

  • Ensure compliance with standards, HIPAA, OSHA, and JCAHO policies.

  • Develop and train /practice emergency and disaster planning protocols.

  • Understands and enforces patient rights and organizational ethics philosophies.


  • Attend monthly meetings per department requirements.

  • Act as liaison with property managers to manage and address issues with property/facility.

  • Administer CME benefits; provide monthly reports to providers.

  • May serve as eRecord superuser.

  • May participate on ambulatory committees to review best practices.

Other duties as assigned


Associate's Degree required preferably with coursework in business administration or health care administration; Bachelor's Degree preferred. 3-5 years of administrative experience with 2 years of management experience in healthcare required or an equivalent combination of education and experience. Required knowledge, skills and abilities: Electronic Medical Record (EMR) skills with expert proficiency in all aspects, including Master Scheduling and Billing knowledge; Advanced knowledge of medical practices, terminology, and reimbursement policies; Intermediate Microsoft Outlook email skills (open new, to, cc, send); Intermediate electronic filing skills (name a file, save file, save as); Advanced typing skills; Advanced proficiency with Microsoft Word and Excel; Travel to office sites. Notary Public within 1 year preferred.

The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion to advance the University’s mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion/creed, sex, sexual orientation, citizenship status, or any other status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled

Pay Range

Pay Range: $26.50 - $34.45 Hourly

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job’s compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

Location: Strong Memorial Hospital
Full/Part Time: Full-Time
Opening: Full Time 40 hours Grade 052 Physical Medicine & Rehab
Schedule: 7 AM-7 PM; SATURDAYS