Practice Manager, Palliative Care - Ukiah, CA
JOB SUMMARY: Manages the day-to-day operational activities and resources of Madrone Care Network (MCN), supporting optimal delivery of clinical services. The Practice Manager focuses on team relationships, staff and customer service, and interfacing with partners. This position reports to the Chief Operating Officer (COO) and supports referral intake and assessment, compliance with partner quality requirements, information technology, and resource support. The Practice Manager also plans programs and allocates and assigns duties to employees. Reviews medical records for compliance and billing requirements. Monitors activities and operations to ensure that the practice successfully meets its objectives. Additional duties may include personnel, financial, clerical, housekeeping and maintenance, and purchasing functions. This position serves as the face of the organization to staff, patients/families, and partners, and needs to project caring, empathy and joy in all interactions. ESSENTIAL JOB FUNCTIONS: * Overseas and directs the operations of the practice, ensuring operations are in accordance with regulatory requirements and the organization's policies and procedures. Ensures best practices are implemented and maintained throughout the organization. * Supports home-based interdisciplinary teams, partnering with the Clinical Director and discipline managers to ensure that the team is working efficiently and effectively. Offers administrative support to team members as requested. Works to achieve smooth delivery of services that MCN offers including working to resolve difficult case management issues by interfacing with team members and identifying solutions to problems. * Trains and supervises non-clinical staff including the Receptionist and Patient Care Coordinators, maintaining daily knowledge of clinical and staff schedules. Substitutes, when necessary, for the Receptionist, Patient Care Coordinators, and Community Health Workers. * Facilitates and is key point of contact for patient complaints and is the leader on issue resolution. * Participates in the onboarding process of all new employees including providing detailed information about practice operations, assisting with new hire technology needs, reviewing workflows and setting up access/adding new employees to practice platforms and is available to troubleshoot when needed. * Defines job responsibilities, qualifications/competency needed, and measurable performance expectations for all positions that directly report to the Practice Manager. Exercises independent judgment in recruiting, training, coaching, supervising and responsibly directing assigned staff. Performs annual appraisals of job performance for supervised team members. * Serves as a key resource for staff by providing practical guidance, workplace support, and professional mentorship. Foster a respectful and inclusive environment by assisting employees with work-related challenges, supporting professional development, and connecting staff to appropriate resources while maintaining professional boundaries and confidentiality. Is available to support teams as needed with administrative tasks. * Oversees the day-to-day management of the clinic’s physical facility, including coordination of vendors, building maintenance, office supplies, equipment, and security measures. Ensure the clinic environment is safe, functional, and adequately resourced to support clinical operations by managing service providers, monitoring facility needs, and coordinating timely maintenance and operational support. Orders and maintains operation of medical and office equipment including computer and phone inventory. * Actively supports the organization’s business operations by evaluating workflows, identifying opportunities for process improvement,maintainmending strategies that enhance efficiency, effectiveness, and service delivery. Engage in operational planning and continuous improvement efforts to strengthen organizational performance and support the expansion and sustainability of care services. * Ensures compliance with federal, state, and local wage and hour laws and OSHA workplace safety standards by monitoring timekeeping, meal and rest breaks, overtime and scheduling practices, maintaining required postings and documentation, coordinating safety training, and addressing operational issues that may create regulatory risk. Reports safety concerns to Chief Operation Officer. * Prepares, analyzes, and maintains accurate operational and clinical reports to support regulatory compliance, organizational oversight, and business decision-making. Compile data from clinical and administrative systems, ensure timely submission of required reports, and provide leadership with relevant performance metrics and insights to support effective clinic operations and compliance with applicable regulations. * Attends and takes notes for Provider, Team, Operations, and Quality Meetings and participates on committees as assigned. * Serves as a super user for the Athena EMR, and DME ordering, is a trusted individual for Electronic Prescribing of Controlled Substances. * Assists the COO, Chief Medical Officer and Clinical Director with site surveys for payers and CHAP accreditation SECONDARY JOB FUNCTIONS: Models The Madrone Way* by delivering patient- and family-centered care that is holistic, respectful, flexible, and grounded in compassion and clinical excellence. Provides clear communication, empathetic service, and collaboration across disciplines. * Upholds privacy and professional standards, maintaining full HIPAA compliance, following all organizational policies and procedures, and demonstrating sound judgment and integrity in all tasks. * Fosters collaborative relationships with internal teams, community partners, and caregivers by demonstrating strong listening, communication, and conflict resolution skills. * Stays organized, with attention to detail and readiness to respond to changing requirements. * Supports team wellbeing and sustainability by practicing safe work habits, helping maintain operational flow, and contributing to a workplace focused on staff growth, resource alignment, and the long-term success of MCN’s mission. * Supports day-to-day operations and perform other duties as assigned, aligned with patient, caregiver, and community needs—and in service of the organization’s commitment to walk with patients as they live the remainder of their lives. * Contributes to positive atmosphere; demonstrates positive interactions with internal and external customers, and a passion and joy for the services and care provided by MCN * Reacts in a timely manner to resolve patient complaints and/or employee conflict, promoting customer service. Responds in a professional manner to unexpected changes in work volume, emergencies, and scheduling. * Adheres to financial and operating budget * Other duties as assigned ESSENTIAL EQUIPMENT, TOOLS OR MACHINERY: The following equipment, with the exception of the employee’s personal vehicle, will be necessary to effectively use in performing the job functions described: * Laptop computer or I-pad * Cell phone * Facsimile machine * Photocopier/scanner * Video conferencing technology * Personal vehicle PHYSICAL REQUIREMENTS: The following physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. * Work will be conducted from MCN’s office. Requires frequent use of computer platforms and electronic medical records. Position requires occasional driving. * The work environment may involve exposure to biologic hazards, bodily fluids and communicable illnesses. * Ability to sit for extended periods, as well as frequent walking, standing, bending, and reaching. * Ability to use hands and fingers to operate office equipment, type, handle paperwork, perform data entry tasks, complete medical chart updates, deliver supplies to patients and drive. * Ability to hear and communicate effectively with patients, caregivers, team members, and community partners, with or without reasonable accommodation. QUALIFICATIONS: * Bachelor of Arts in business or a related degree; or in lieu of formal education, high school graduate with a minimum of three years of experience as a Clinic/Practice Manager in a healthcare setting * Thorough working knowledge of all aspects of medical office operations * Working knowledge of practice management systems and proficiency in Microsoft or Google; Word, Excel and PowerPoint software * Ability to initiate and supervise sound business and clinical policies and procedures * Ability to interact with a variety of people at a variety of levels * Good verbal and written communication skills * Excellent financial management skills, focusing on cost containment * Maintenance of a current California Driver’s License and vehicle registration and insurance Pay: $72,800.00 - $93,600.00 per year Benefits: * Dental insurance * Employee assistance program * Employee discount * Flexible spending account * Health insurance * Life insurance * Paid time off * Retirement plan * Vision insurance Application Question(s): * Bachelor's degree in business, healthcare administration or related field OR high school diploma and three years experience as a practice manager Education: * High school or equivalent (Preferred) Language: * Spanish (Preferred) Shift availability: * Day Shift (Required) Work Location: In person