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Covenant Health PRACTICE OPERATIONS MANAGER in Milford, New Hampshire


The Practice Operations Manager, working under the direction of the Director of Ambulatory Services, provides supervision and leadership for the assigned IMG and/or HOD practice(s). This position is responsible for daily operations including scheduling and controlling the daily working arrangements of staff, monitoring the operational flow, and implementing local practice-based improvement opportunities. The Practice Operations Manager is responsible for partnering with the leadership team to ensure practice performance is in line with IMG, HOD and practice specific goals and strategies.

Essential Duties and Responsibilities

  • Supports and promotes the mission and values of Covenant Health Ministry.

  • Operational Leadership and Management

  • Promotes effective working relations and works effectively as part of the Specialty Leadership Team to facilitate the clinics’ ability to meet goals and objectives.

  • Assumes responsibility for the operational needs of the assigned clinics and provides ongoing support to ensure that effective, efficient, and quality services are consistently provided.

  • Coordinates and collaborates to implement and maintain current initiatives and strategic priorities. Works collaboratively with director in the development and implementation of practice wide standardization including policies and procedures, practice protocols and job descriptions.

  • Supervises, through oversight of Practice Operations Lead, Clinical Resource Nurse or other clinic management, the daily clinical support operations within area of responsibility, ensuring standards of access, service and costs are met.

  • Ensures collaboration and communication through Daily Huddles and staff/provider meetings.

  • Ensures timely, thorough investigation and follow-up of incidents, as needed, in implementing appropriate corrective actions to prevent or minimize recurrence.

  • Recognizes problem areas in the delivery of customer services and their impact on the organization. Takes an active part in the constructive resolution of problems and in helping others (co-workers, clients, etc.) adapt to changes and new situations.

  • Assist with marketing efforts as needed.

  • Time and Priority Management

  • Optimizes use of time by efficiently using resources to identify barriers and balance priorities.

  • Efficiently utilizes tools, resources, techniques, and systems to organize tasks.

  • Balances multiple priorities simultaneously, ensuring the timely and accurate completion of each task while maintaining quality standards.

  • Quality, Safety and Accreditation

  • Plans, organizes and collaborates to ensure quality assurance, quality control and process improvement activities

  • Ensure staff and patient safety.

  • Maintains DNV and other applicable certification preparedness.

  • Employee/Provider Scheduling and FTE Usage

  • Coordinates the distribution of the workload and daily responsibilities in a consistent manner. Prioritizes workload. Schedules with consideration to the budgeted FTE. Provides for vacation time according to the policy.

  • Performs API entry and oversight.

  • Assures adequate coverage of the department at all times. Collaborates across the IMG and/or HOD practices to manage staffing levels.

  • Minimizes overtime to necessary conditions.

  • Performance Appraisals and Employee Relations

  • Prepares and delivers timely career (stay) interviews and performance appraisal of the staff with supportive documentation.

  • Implements corrective action after discussion with Director and/or Employee Experience

  • Conducts or oversees interviews, orientation/onboarding of new employees with appropriate documentation

  • Ensures that all required eLearning, competencies, certifications are completed and maintained.

  • Budget/Compliance, Charge Reconciliation and Capital

  • Oversees purchases/orders supplies for the department that are necessary for operations.

  • Participates in annual budget preparation.

  • Ensures routine review of budgeted volume (visits and wRVUs) minimizing all variances.

  • Participates in the evaluation, maintenance, replacement and budget process related to equipment.

  • Other duties as consistent with this role.

    Job Requirements

    Job Knowledge and Skills

  • Demonstrated organizational, leadership and teamwork skills. Strong organizational and problem resolution skills. Ability to work with multiple providers, specialties and/or sites.

  • Ability to develop and maintain effective relationships with medical and administrative staff, providers, patients and the public.

  • Excellent critical thinking and problem-solving skills required, including the ability to identify, analyze and resolve operational issues.

  • Proven excellent written and verbal communication skills. Ability to present information to the practice team.

  • Ability to work both independently and within a team environment and a multi-dimensional environment.

  • Creative, flexible, self-motivated, professional must possess sound judgment ability to implement activities consistent with achieving service excellence.

    Education and Experience

  • Five to seven years of increasingly responsible leadership in healthcare practice management strongly preferred.

  • Bachelor’s degree in an appropriate discipline or equivalent years of education, training or experience strongly preferred.

    An equivalent combination of education and experience which provides proficiency in the areas of responsibility listed above may be substituted for the above education and experience requirements.

    Working Conditions/Physical Demands

    Must possess the physical and mental abilities to perform the tasks normally associated with this position that involves a combination of sitting, standing, walking, bending, stooping, and reaching. Occasional lifting/carrying up to 35 lbs. Some stress related to high level of responsibility for quality care.

    Americans with Disabilities Statement

    Must be able to perform all essential functions of this position with reasonable accommodation if disabled.

    The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Covenant Health reserves the right to modify position duties at any time, to reflect process improvements and business necessity.

    Standard of Business Conduct

    Every St Joseph Hospital employee is required to abide by the Standards of Conduct and to report any activity that appears to violate the Standards of Conduct.

    Covenant Health Mission Statement

    We are a Catholic health ministry, providing healing and care for the whole person, in service to all in our communities.

    Our Core Values:


    We show respect, caring and sensitivity towards all, honoring the dignity of each person, especially the poor, vulnerable and suffering.


    We promote justice and ethical behavior, and responsibly steward our human, financial and environmental resources.


    We work in partnership, dialogue and shared purpose to create healthy communities.


    We deliver all services with the highest level of quality, while seeking creative innovation.

    We are an equal opportunity, affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, disability status, gender, sexual orientation, ancestry, protected veteran status, national origin, genetic information or any other legally protected status.