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Exemption Status:

Exempt

Schedule Details:

Monday through Friday

Scheduled Hours:

8 am - 4:30 pm

Shift:

1 - Day Shift, 8 Hours (United States of America)

Hours:

40

Cost Center:

34000 - 3112 College Health

This position may have a signing bonus available a member of the Recruitment Team will confirm eligibility during the interview process.

Everyone Is a Caregiver

At UMass Memorial Health, everyone is a caregiver – regardless of their title or responsibilities. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where we can help you build the career you deserve. We are more than 20,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other. And everyone, in their own unique way, plays an important part, every day.

The Practice Manager CMG is responsible for the operational oversight and day-to-day non-clinical management of assigned CMG medical practice offices. The role directly supervises non-clinical staff and ensures efficient administrative operations in support of high-quality, patient-centered care. The Practice Manager CMG collaborates with providers and leadership to optimize workflows, support practice growth, maintain compliance with regulatory requirements, and drive continuous improvement.

II.     Major Responsibilities:
 

1.    Patient Experience and Service Excellence
•    Promote a culture of service excellence by ensuring timely, courteous, and effective patient interactions.
•    Coordinate and monitor patient satisfaction initiatives, including survey distribution, data analysis, and communication of results to leadership and providers.
•    Investigate and resolve patient complaints, ensuring issues are logged and tracked; generates reports with insights and trends for leadership review.
2.    Practice Operations and Administrative Oversight
•    Serve as the liaison between providers, administrative leadership, and departments such as Information Systems, Finance, Purchasing, Human Resources, and others to coordinate operational support.
•    Provide on-site support for troubleshooting software and workflow issues, escalating as necessary.
•    Oversee the maintenance and inventory of office supplies, printed materials, and other non-clinical resources.
•    Lead special projects, including practice transitions, acquisitions, closures, or new service rollouts.
3.    Marketing and Growth Support
•    Partner with Marketing to support visibility and branding efforts for new providers and locations; coordinate advertising, promotional events, and educational seminars.
•    Assist in the development and implementation of strategies to grow practice volume and market presence.
4.    Financial and Performance Monitoring
•    Assist providers in meeting operational and financial benchmarks, including provider productivity and managed care performance.
•    Analyze and report financial data; collaborate on initiatives to increase revenue and control costs.
5.    Technology and Information Systems
•    Coordinate training and onboarding non-clinical staff and others on practice software, including registration, scheduling, charge entry, and medical record workflows.
•    Serve as liaison for Information Systems; ensure practice-level technology policies and procedures are followed; recommend improvements to systems and processes as necessary.

II. Position Qualifications:

License/Certification/Education:

Required:
1.    Bachelor’s degree in Business Administration, Information Technology, Healthcare Management, or a related field.
Preferred:
1.    Advanced degree or professional certification in healthcare management (e.g., CMPE, FACHE).

Experience/Skill:
Required:
1.    Minimum of 3 years of supervisory experience.
2.    Minimum of 5 years of relevant work experience in a physician practice or ambulatory care setting.
3.    Demonstrated leadership with strong team-building abilities.
4.    Advanced analytical and data interpretation skills, including financial and operational data.
5.    Familiarity with medical practices workflows and EHR systems, preferably EPIC.
 

Unless certification, licensure or registration is required, an equivalent combination of education and experience which provides proficiency in the areas of responsibility listed in this description may be substituted for the above requirements.

Addendum - College Health at Clark University

In addition to the core responsibilities outlined in the job description, the Practice Manager CMG overseeing College Health sites assumes the following specialized responsibilities to support the unique needs of the college student population and institutional partnership.
1.    University Partnership and Student Affairs
•    Serve as the primary liaison between Clark University and UMass Memorial Health.
•    Attend university-hosted meetings as requested to represent the College Health Center and address student health or experience-related topics.
•    Collaborate with campus departments including Accessibility Services, Study Abroad, Athletics, Dining, Title IX, Counseling, Residential Life and Housing, International Programs, and University Police to support student health and well-being.
•    Attend and participate in new student orientation sessions and university programming.
•    Provide in-service health education presentations to students as requested.
•    Partner with Clark University’s Division of Student Succes on student-focused health initiatives.
•    Meet regularly with both Clark University and CMG leadership.
•    Participate in annual contract renewal meeting with Clark University and CMG leadership.
•    Maintain and update Clark University Health Forms.
2.    Clinical and Public Health Oversight
•    Update and maintain policies specific to College Health.
•    Organize and facilitate on-campus student immunization clinics.
•    Coordinate and deliver College Health–specific training sessions for staff.
•    Support College Health’s response to communicable disease exposures and outbreaks in partnership with the Medical Director and Clark University staff.
•    Provide clinical support as needed by continuing to see patients during assigned clinical time.
•    Address higher-level patient and family questions or concerns, including issues related to leave of absence, remote medication access, and medical equipment needs.
•    Follow up on medical CARE reports and CMG on-call documentation to ensure continuity of care.
•    Ensure compliance with Department of Public Health (DPH) standards, forms, and student health regulations.
3.    Quality, Data, and Performance Monitoring
•    Conduct regular quality improvement initiatives to enhance services or workflows.
•    Track and report clinic statistics, with a focus on increasing visit volume and revenue through targeted marketing strategies.
4.    Operations and Resource Management
•    Ensure that staffing levels for College Health align with the needs of the university's academic calendar and student population, including coverage during peak periods and key campus events.
•    Purchase and coordinate reimbursement for patient nourishment supplies and similar resources.
 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

We’re striving to make respect a part of everything we do at UMass Memorial Health – for our patients, our community and each other. Our six Standards of Respect are: Acknowledge, Listen, Communicate, Be Responsive, Be a Team Player and Be Kind. If you share these Standards of Respect, we hope you will join our team and help us make respect our standard for everyone, every day.

As an equal opportunity and affirmative action employer, UMass Memorial Health recognizes the power of a diverse community and encourages applications from individuals with varied experiences, perspectives and backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, protected veteran status or other status protected by law.

If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talentacquisition@umassmemorial.org. We will make every effort to respond to your request for disability assistance as soon as possible.