Practice Manager

The practice manager at UC Physio will be at the head of a fantastic team. They will report to the director on all facets of the business when required. They will direct and be involved with chasing up outstanding accounts, ensuring that accounting is up to date and accurate on a daily basis. They will be able to fill in where required for short periods on administration/reception duties and train new admin personnel when and where required. This role requires exceptional computer abilities, an understanding of Xero, an understanding of performance statistics, the ability to implement successful marketing campaigns, and ensuring team adherence to policy and procedures while meeting compliance and regulatory obligations.
Key responsibilities: Operational Management
• Scheduling and Coordination: Oversee patient scheduling and manage staff timetables to optimise clinic workflow.
• Inventory and Equipment Management: Ensure treatment rooms are well-stocked with necessary supplies and equipment, handling maintenance and repairs as needed.
• Process Improvement: Identify areas for improving efficiency in clinic operations, from patient check-in to discharge processes.
• Plant and Equipment Repair: Identify, appropriately tag, and organise faulty or broken plant and equipment items to be repaired. Communicate with all staff on when items will be back in service.
• Day to Day Running: Identify and complete tasks that will need to be done if other staff members are away. Financial Management
• Budgeting and Financial Oversight: In collaboration with clinical KPI team and director, prepare budgets, monitor expenses, and manage financial records to keep the clinic financially healthy.
• Billing and Coding: Oversee billing procedures, including insurance claims and coding, to ensure accurate and timely reimbursement. Regularly audit admin to ensure correct entry of details for third-party claims.
• Updating Fees: Update fees at the end of the financial year or when scheduled fees change throughout the year.
• Session Counter: Ensure admin and physiotherapists are on top of session counts so that sessions are not delivered without prior approval.
• Payroll Management: When required (when the director is unable to complete this task), handle payroll processes, ensuring staff compensation is timely and accurate. Staff Management
• Quick Response: Quickly react to staff illness in the morning and sort the diary.
• Hiring and Training: Recruit and train administrative and support staff, ensuring they are equipped to assist the clinical team effectively.
• Performance Management: Conduct regular performance evaluations, set goals, and provide feedback to support professional development of all staff in collaboration with the director and clinical team leaders.
• Staff Scheduling and Supervision: Manage work schedules, delegate tasks, and provide general supervision to ensure smooth operations. Patient Relations and Customer Service
• Patient Experience Management: Ensure patients have a positive experience from entry to exit, addressing concerns, complaints, or feedback promptly.
• Communication Management: Oversee patient communication, including appointment reminders, cancellations, and follow-ups. Ensure that any templated emails or SMS are correct and used appropriately.
• Quality Assurance: Monitor the quality of patient care provided by non-clinical staff and address any issues to maintain high standards.
• Incident Reporting: Receive and respond to incident reports in collaboration with the director and team leaders. Compliance and Regulatory Management
• Health and Safety Compliance: Ensure the clinic adheres to health and safety regulations and maintains necessary certifications or licenses.
• Data Protection and Confidentiality: Oversee compliance with healthcare data protection laws like HIPAA, ensuring patient information is secure and confidential.
• Risk Management: Develop and implement policies to mitigate risks, such as infection control, emergency procedures, and other compliance protocols.
• Policy and Procedure Review and Update: Review and update policies and procedures in collaboration with the director, team leaders, and administration team.
• Policy and Procedure Construction: Develop and implement new policies and procedures when a need is identified. Marketing and Community Engagement
• Marketing Initiatives: Develop and manage marketing strategies to attract new patients, including social media, partnerships, and local events.
• Patient Retention Programs: In collaboration with the director and team leader, create initiatives to improve patient retention and satisfaction, such as follow-up care or loyalty programs.
• Referral Network Management: In collaboration with director and senior clinical staff, build and maintain relationships with local healthcare providers, creating and maintaining a network of potential referral sources. Technology and Information Management
• Clinic Software Management: In collaboration with team leaders, oversee the correct usage of electronic health records (EHR) and clinic management software, ensuring that all admin are correctly using and following current practice guidelines.
• Data Analytics and Reporting: In collaboration with director and clinical KPI team, use data analytics to track clinic performance, patient satisfaction, and other key metrics.
• IT Support Coordination: Work with the director or third parties (Halaxy/Hubify/Xero/Heidi/Physitrack) to support and maintain system functionality and troubleshoot technical issues in the clinic. Strategic Planning
• Goal Setting and Planning: Collaborate with clinic leadership to set short-term and long-term goals, aligning the practice's objectives with its mission.
• Expansion and Growth Planning: Identify opportunities for clinic expansion or service diversification, evaluating the feasibility of new programs.
• Policy Development: Create and update policies to ensure the practice is aligned with industry standards and prepared for growth. Hours:
20hr per week (~40hr fortnight).
Applications:
Please send your CV and cover letter with a description of what makes you the ideal candidate for this role to .
Your application will include the following questions:
Which of the following statements best describes your right to work in Australia? How many years' experience do you have as a practice manager? Do you have experience in administration? Do you have experience using Xero? How many years of people management experience do you have? Do you have customer service experience? Do you have experience preparing work rosters? How many years' experience do you have as an Allied Health Manager? To help fast track investigation, please include any other relevant details that prompted you to report this job ad as fraudulent/misleading/discriminatory.
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