As the Practice Manager, you play a key role in ensuring the success of the practice broadly. Operational management, HR, risk management, marketing and business governance are central to success in the role. Management of the Client Care Coordinators is essential to the responsibity of managing daily operations of the clinic and overseeing the handling of all patient interactions. In addition, you will play a key role on the CFIH leadership team, supported by the Clinical Supervisor, leading the organization and team to achieve the CFIH vision and mission.
YOUR KEY RESULTS AREAS
Lead the CCC team
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The CCC team consistently achieve their goals as a result of the consistent and focused leadership of the office manager as evidenced by,
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The CCC team is appropriately resourced at all times whilst adhering to CCC staffing budgets,
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Individual CCCs demonstrate the knowledge and skills required through the attainment of their competencies within their progress period,
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CCCs are consistently high performing as evidenced by them through consistently achieving their individual performance targets,
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Consumers receive optiminal client care as evidenced by monthly customer satisfaction scores exceeding targets, and
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Cosumers progress through the phases of enquiry to treatment within targeted time frames
Optimise revenue & protection of resources
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Service fees, item numbers, and billings are consistently managed and regularly reviewed to ensure that the billing potential for the clinic is optimised.
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Monthly compliance report score exceeds target.
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Service fees are benchmarked and revised on a twice-yearly basis to ensure that clinic fees reflect the specialist service offered to the community.
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Item numbers are updated within 7 days of published revision.
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Bulk billing and/or reduced fee billing is kept below the target.
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Practitioner billing is maintained at the designated billing-to-salary ration determined for their role.
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Expenses budgets are adhered to.
Ensure clinic management & compliance
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The clinic is maintained in a professional, compliant, and working-order at all times through the implementation, maintaince, and review of systems, processes, and checklists devised in conjuction with the Operations Manager.
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The monthly clinic spotcheck score exceeds 80% each month.
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Facilities are serviced and maintained as evidence through the monthly facilities checklist score exceeding 95%.
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Client file audits return an average score above target.
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Adherance to financial compliance is demonstrared through a monthly OM compliance score above 95%.
Leadership
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As the manager within the team, a pivitol role in supporting the owner, leading the team, and executing on the vision and mission is demonstrated.
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Collecting, analysing, interpreting and reporting on key metrics relevant to the role during management meetings and Team Planning Days.
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Proactively identify, present and implement opportunities for business improvement.
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Proactively identify, present and implement opportunites for business growth.
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Provide accurate, timely and regularly report ing on outcomes across the business
Culture & commitment
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A consistent team player and custodian of CFIH’s vision and mission as evidenced by
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Consistent, positive efforts to be a team player are demonstrated through spark nominations and a team player score exceeding 85%.
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Efforts to promote the vision and mission are demonstrated through the development and presentation of at least 2 (FTE) CCC masterclass presentations per year.
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Efforts to support and achieve the broader vision and mission are consistently demonstrated.
Marketing
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The needs of the business, stakeholders, referrers and clients are monitored at all times
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Appropriate consistent efforts are made to make, maintain and build relations with external stakeholders including referrers.
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Effective and timely marketing is managed to build the business referral base including all channels of communication.
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Pro-active and timely communication of clinic changes including but not limited to fee structure, new clinician on-boarding and business developments.
HR
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Manage the HR/IR needs of the business for all employees
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Pro-actively manage changes in HR/IR legislation receiving updates from a reputatable source.
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Probation requirements and performance management of staff managed independently.
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Collaborate with Clinical Supervisor to achieve HR management of clinicians.
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Manage all aspects of employee entitlements including employment contracts, eligible bonus payments and payroll
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Pro-actively manage recruitment, onboarding, offboarding for administrative and clinical roles.
Contact for candidates: HR@CFIH.com.au