Practice Manager, Shepparton Medical Centre. Shepparton Medical Centre Full Time / Part Time continuing appointment

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1 POSITION DESCRIPTION POSITION TITLE: Practice Manager, Shepparton Medical Centre REPORTING TO: Operations Manager Shepparton Medical Centre EMPLOYMENT TYPE: Full Time / Part Time continuing appointment PRIMARY LOCATION: Shepparton, Victoria NUMBER OF REPORTS: 2 The Organisation The Melbourne Teaching Health Clinics (MTHC) was established by the University of Melbourne to operate and manage teaching health clinics that provide students at the University with world class clinical training as a core component of their studies. The organisation also provides continuing professional development training to persons working in the area of health care provision, facilitates research into health outcomes and provides patients with health services at affordable rates. The Shepparton Medical Centre (SMC) and the Melbourne Dental Clinic (MDC) are two of the five teaching health clinics within the MTHC. The MDC was established by the University of Melbourne in 2013 to provide excellence in clinical education for the next generation of dental professionals and increase access to comprehensive dental care for members of the public. The SMC is a general practice-centred, multidisciplinary teaching clinic, the mission of which is to increase the quality and capacity of medical education for undergraduate and postgraduate medical students and provide high quality, comprehensive general practice care for members of the public. Position Summary Working closely with the Operations Manager, the Practice Manager will provide the business and operational management for the Shepparton Medical Centre (SMC). The position has primary responsibility for the day to day operation of the Centre including the delivery of exceptional customer service and patient centred care as well as the achievement of key financial and administrative outcomes. The Practice Manager will manage the administrative and nursing staff and ensure the Centre is efficient, effective and compliant with all legislative and accreditation requirements. The Practice Manager will ensure the policies and systems necessary for the safe operation of the service are implemented and maintained in accordance with the goals and objectives of the Centre.

2 Essential Selection Criteria Proven experience in autonomous management, preferably of a health clinic or general practice, including day to day financial management and staff management. Demonstrated understanding of the intricacies and complexities of practice management, including trends and initiatives in the development of health services. Demonstrated ability to create and implement high quality systems and processes in a fastpaced clinical environment. Ability to communicate effectively and sensitively with a diverse range of people, both verbally and in writing. Sound leadership skills including team building and conflict resolution skills. Highly developed management, organisational and customer service skills. Confidence and capacity to solve problems and make sound decisions in own area of responsibility. Ability to both coordinate and undertake the key administrative functions to ensure the smooth operation of the Centre. Key Relationships (Internal and External) Patients Executive Management Team of MTHC, particularly senior SMC staff General Practitioners, Nurses, medical students and Registrars Department of Rural Health, Melbourne Medical School Melbourne Medical School Goulburn Valley Health Murray Primary Health Network Murray City Country Coast GP Training

3 POSITION DESCRIPTION Key Accountabilities Key Responsibilities Patient care and customer service, teaching and research Manage and resolve patient complaints pertaining to Centre matters as they arise. In consultation with the GP s, manage the medical students and Registrar placement at the Centre including induction, training schedule, PIP and registered training provider requirements. Support the Operations Manager to deliver health promotion and illness prevention initiatives both within the practice and in the wider community. Provide high quality customer service to patients, key stakeholders and the community attending SMC. Patient complaints responded to within 2 working days and resolved effectively Student satisfaction with teaching is maintained and improved Students and Registrars inducted, feedback collated and actioned Customer satisfaction improvements measured over time

4 Key Responsibilities Practice Operations Responsible for the smooth, day to day operation of the Centre including human resource and performance management, financial management, IT management, risk management and facilities management. Manage and lead the administrative and nursing staff, allocating work responsibilities, providing direction, mentoring staff and facilitating resolution of any problems and conflicts. Ensure the Centre complies with all relevant regulation and operating requirements of external accreditation and funding bodies. Develop and implement mechanisms to support continuous improvement including measuring performance and supporting benchmarking activities. Ensure that business continuity and operational plans are implemented and Centre issues are immediately addressed. Coordinate the general maintenance of clinical and non-clinical SMC equipment. Other duties as deemed appropriate by the Operations Manager, SMC. Staff engagement improved Identify and support staff professional development and training as appropriate Centre operates efficiently, issues are resolved in a timely manner as per business continuity plans for the Centre Legislative requirements are met

5 Key Responsibilities Medical Practitioner Income and Licence Fees Develop, implement and maintain procedures to enable all Medicare and private health insurance claims from medical practitioners are entered into the medical billing system, collated and then forwarded to the appropriate agency. Negotiate with external agencies regarding system changes and implement adjustments to clinic processes if required. Coordinate the regular reconciliation of all cash management accounts, Medicare and private health insurance accounts and income. Oversee the preparation of a regular invoice for each practitioner, summarising account material including EFTPOS and other reimbursements as agreed to in Individual Contracts. Oversee monthly invoicing for any health professionals renting space at the Centre. Medical Practitioner Income maximised Documented procedures to support claims and accounts reviewed and updated regularly Revenue invoicing for each Practitioner is accurate and timely

6 Key Responsibilities Financial Management, Risk Management and Quality Assurance Manage the Centre within budget and in a financially responsible manner, including reviewing financial results on a regular basis and ensuring prompt attention to problem areas. Monitor the servicing of relevant contracts to ensure compliance with agreements and obligations. Manage the Centre s financial, payroll and accounting processes, ensuring payments, receipts, reconciliations and transfers are completed in a timely manner. Have a comprehensive understanding of all accreditation requirements and ensure the Centre complies with all relevant regulation and operating requirements of external accreditation and funding bodies. Coordinate between the review, action and achievement of quality improvement measures. Implement and maintain Centre policies, procedures and guidelines as required by Practice Accreditation requirements, and identifying as well as addressing policy gaps. Act as the Centre s management representative for environmental occupation health and safety. Daily financial transactions are reconciled appropriately Effective management of costs and revenues within agreed budgets, including patient billing, staffing and other clinical costs Risk is minimised and effectively managed and reported Lead and promote a safe workplace in line with OHS Policies and Procedures Practice accreditation maintained

7 Key Responsibilities Engagement with Community Support the development and maintenance of productive working relationships with key internal stakeholders. Support the development and maintenance of networks and relationships with external stakeholders including medical associations, organisations and training providers. Contract manage the Tenancy Licence Agreements. Support the establishment and development of business relationships with key stakeholders Tenants within the Clinic premises are supported

8 POSITION DESCRIPTION Occupational Health and Safety (OHS) Responsibilities The Melbourne Teaching Health Clinics has policies and procedures which comply with the Occupational Health and Safety Act 2004, which require all staff to contribute to the maintaining of a safe and healthy workplace. All staff members are required to exercise their duty of care and: Take reasonable care for their own safety, as well as for others in the workplace who can be affected by their actions; Refrain from misusing or damaging any equipment which is provided to protect or enhance the health and safety of staff; Comply with legitimate requests from MTHC which are in accordance with published policies and/or OHS legislation; Ensure they do not knowingly place other staff at risk through their actions; Report incidents and potential health and safety risks to their OHS Representative in a timely and appropriate manner; Host visitors and/or contractors at the campus in a manner consistent with the requirements of the OHS policy. Respond to, and effectively manage, safety issues that arise in the daily operations of the Centre Oversee monthly public area safety inspections and ensuring safety risks and hazards are managed or eliminated Diversity and Inclusivity Statement The Melbourne Teaching Health Clinic is committed to a diverse and inclusive workforce free from all forms of discrimination. We actively work to remove barriers to ensure all employees enjoy full participation in the workplace and encourage applications from diverse backgrounds. We adopt our diversity and inclusivity policies from the University of Melbourne and can be viewed at Document Control Date Developed: April Developed and Reviewed By Alan Taylor General Manager Operations and Finance