Sr. Manager Therapy Support Services

Rochester, NY


Under general direction and with considerable latitude for independent judgment, the Assistant Practice Manager is responsible for oversight of Therapy Services support services teams including; referral WQs, appointment/access center, appointment scheduling, and prior authorization. The primary objectives for this position are; ensure appropriate and timely access to care for all patients, ensure that all required prior authorizations are obtained as required by payers. The Assistant Practice Manager is responsible for the operational workflows and processes that support meeting these objectives This includes development, implementation, and monitoring of processes and/or protocols. In addition, it includes consistently and regularly identifying areas of improvement and establishing employee goals. Works collaboratively with Front Office Practice Managers to ensure consistency across all site locations regarding process, procedure and compliance standards


Operations Management (20%):

  • Supervises all support services functions of the Therapy Services practice including appointment call center, patient access, appointment scheduling, and prior authorization.

  • Ensures proper registration and insurance pre-verification management processes are followed including warm transfers to centralized functions; is subject matter expert in insurance as it relates to appointment scheduling and prior authorization

  • Manages the staffing model and ensures sufficient coverage to maintain the operations of the workgroup at all times.

  • Manages supplies and equipment for the team including IT equipment including computers, phones, and printers as needed. Notifies appropriate parties for equipment repair/replacement needs.

  • Independently resolves complex problems, manages/triages patient complaints.

  • Collaborates with other leaders to develop and implement new programs and locations

Revenue Cycle Optimization (10%):

  • Reviews monthly denials reports, proactively conducts root cause analysis, develops and implements practice workflows to decrease denials and improve reimbursement

  • Expert level knowledge revenue cycle processes – prior authorization, insurance verification, billing, coding, denials, appeals, etc.

  • Attends monthly/quarterly denials meetings with department senior leadership and UBO

  • Advises on risks and impacts to the revenue cycle as needed when workflows are changed or new programs/services are implemented

  • Collaborates with Patient Financial Services and Financial Counseling departments as needed to reduce risks of insurance denials or non-payment

Patient Access Support (10%):

  • Regularly reviews reports and other information to identify opportunities to improve patient access and optimize scheduling and/or prior authorization workflows

  • Work collaboratively with providers and template builders to continuously review and optimize templates in order improve access and room resources utilization

  • Coordinates efforts to ensure patients are scheduled in the right place at the right time

  • Responsible for managing the scheduling guidelines for all Therapy Services programs; coordinates with Therapy Services Front Office leadership to support scheduling and patient access.

Personal Management (20%):

  • Manages and tracks manpower to support annual budget process and retention/recruitment tracking

  • Maintains personnel logs and departmental files used for performance reviews and corrective discipline, counsels’ staff/initiates disciplinary actions as needed.

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

  • Approves vacation and time off requests as needed, enters time into HRMS and tracks unplanned absences

  • Develops and consistently monitors productivity metrics, establishes goals and holds staff accountable for accuracy and productivity.

  • Coaches and mentors’ staff on demonstrating initiative customer service, and collaboration.

  • 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.

Leadership (20%):

  • Understands the long-term goals and strategies of the department as well as the enterprise; ensure changes to workflows are strategically aligned

  • Creates and updates policies and procedures; executes quality programs to monitor adherence to protocols and accuracy.

  • Continuously reviews processes and workflows for improvement opportunities; appropriately challenges work flows for process improvement and lean initiatives.

  • Facilitates team meetings and encourages open communication. Consistently monitors the health and cohesiveness of the team with the utilization of appropriate techniques to address performance.

  • Communicates team accomplishments and shares the knowledge what was learned with other patient care teams.

  • Acknowledges and rewards team members for performing above the expectations.

  • Fosters effective collaboration between the members of the healthcare team to provide efficient and appropriate delivery of care and communication

  • 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.

¿¿¿¿¿¿¿Quality & Compliance (20%):

  • Manages the standard work documents and training materials for Therapy Services scheduling and prior authorization and makes updates as needed.

  • Works with leadership to develop new workflows and protocols.

  • Oversight of the training program, closely monitors the training/onboarding of each new staff members and ensures all preceptors/trainers adhere to the training program standards.

  • Routinely and systematically audits the individuals in the workgroup to ensure workflows and processes are appropriately followed and excellent customer service is provided.

  • Routinely evaluates the scheduling templates, workflows, and protocols for process improvement and optimization opportunities, works closely with the clinician leadership team to improve patient access.

  • Reports all possible compliance issues to the Administrator of Support Services for further assessment and guidance with correction.

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

  • Advises clinical leadership teams on medical documentation as it relates to insurance payers policies in an effort to reduce prior authorization denials

  • 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.


Minimum Qualifications:

  • Graduation from college or an equivalent combination of experience and training.

  • 3 years of related work experience including at least 1 year in an academic office or project management, or the equivalent experience in business.

Preferred Qualifications:

  • Minimum of three years’ experience in customer service center management role and experience in health care, health care marketing or operations or consumer physician relations program.

  • Proven ability to communicate effectively and collaborate with all members within a team.

  • Competent in information technology, telecommunications, and Internet.

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.

Pay Range

Pay Range: $ 20.00 - $ 38.46 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 Therapy Support Services