At Central Maine Healthcare our team members are committed to providing exceptional care and experiences for our community and for each other every day.

Position Summary:

Assists in the development and implementation of the operational plan for CMHVI Cardiology practices and guides team to understand and support the mission and vision of CMHVI and CMH. Manages the daily activities and operational plan of the front office, phones, scheduling and interactions with other organizational support departments such as Revenue Cycle, Compliance, and Quality. The Manager partners with the Operations/Office Manager of CMHVI CT\Vasc, Wound Care, and Sub Specialty Clinic to ensure adequate staffing levels are maintained at all locations. Supports the operations, policies, and initiatives CMHVI locations and promotes the organization’s mission to provide exceptional healthcare in a safe and trustful environment.

Essential Duties:

• Serves as the champion of the patient experience

• Engages patients utilizing exceptional customer service practices in alignment with the Five Must Haves:

• Greet people with a smile, friendly eye contact and say hello

• Take people where they are going, rather than point or give directions o Use key words at key times. “Is there anything else I can do for you?” o Foster an attitude of gratitude

• Round with reason and purpose

• Coordinates, oversees and assures the smooth operations and workflows of the Cardiology Practices:

• Maintains throughput and access to services

• Monitors patient volume to ensure volume budgets and goals are achieved

• Develops and maintains relationships with procedural areas, OR, Inpatient units and Emergency Department

• Promotes a service-oriented team approach to the services and work environment of the urgent care:

• Organizes, coordinates, and delegates work, ensuring the clinic operations run in an efficient and effective manner

• Maintains skill in back office and front office roles so as to provide back up for these positions as directed by licensure and scope of practice

• Develops and implements procedures and protocols related to front office and back office processes

• Researches and resolves issues and concerns regarding office operations, functions, and related matters

• Promotes and maintains effective communication among CMHVI team, providers, and partners

• Demonstrates exceptional customer service at all times

• Addresses client concerns promptly using customer-service approach and service recovery if needed

• Oversees staff by providing direction and guidance to maintain a team environment through training, recognition, evaluation, and in-service education:

• Schedules team and coordinates time off requests, i.e. vacation and leaves, and coordinates replacement team as needed

• Observes and appraises team performance to assure competency meets CMHVI standards

• Coordinates with the Practice Director to assess the effectiveness of the team, to include PSRs, Schedulers, and PSAS

• Develops department team through ongoing education, on-the-job training, and evaluations

• Acts as a resource to the team, resolving issues, and providing feedback as needed

• Assures compliance with health system’s affirmative action goals and policies

• Counsels team on performance as required and effectively recommends employees for transfers, promotions, demotions, training and termination

• Participates in progressive guidance and disciplinary action as needed, assuring all matters are handled in accordance with applicable policy and procedures

• Maintains established policies and procedures including safety, environmental, and infection control standards

• Ensures the clinic meets regulatory and internal standards and participates in regulatory audits and inspections

• Participation in the development tracking and reporting of CMHVI specific quality improvement plan in conjunction with Practice Director

• Collaborates with other Clinic and hospital Managers/Directors in the effective identification and resolution of office practice issues

• Participates in the financial performance of the clinic

• Provides input into the annual budget process and monthly review of financial report Responsible for meeting year end labor targets for expenses and FTE’s

• Oversees clinic office purchases of supplies and equipment, controlling and reducing expenses

• Oversees staffing plan to increase or decrease staffing levels as needed

• Participates in special projects in collaboration with staff, acting as project lead as needed

• Implements operational plans to meet strategic, financial and clinical goals o Performs research and analysis on special projects as assigned

• Maintains professional growth and development through seminars, workshops, and organization offered programs

• Maintains reliable attendance by adhering to hospital system Attendance and Punctuality Policy and

• Procedure standards Contributes to the success of the organization by meeting organizational competency expectations and core values (respect, integrity, stewardship, excellence, collaboration and kindness), continuously learning, and by performing other duties as needed or assigned

• Upholds CMHVI and CMH Policies and Procedures

• Upholds Joint Commission regulatory requirements

Education and Experience:

Bachelor’s Degree or Equivalent Experience Required

Experience in patient care services in a progressive leadership role required

Five years of experience, preferably in a specialty practice that includes procedural and/or surgical physicians

Minimum of three years of experience in a leadership role preferred

Knowledge, Skills and Abilities:

• Experience in physician/medical setting procedures

• Excellent skills in the use of personal computers and related systems and software

• Experience working both independently and in a team environment

• Demonstrate reliability and accountability to team members and patients

• Knowledge of CPT and ICD-10-CM coding

• Proven ability to meet operational goals and objectives

• Skill in directing the work of others and delegating assignments

• Skill in mentoring staff and providing effective coaching and feedback

• Excellent time management skills for self and team

• Excellent oral, written, and interpersonal communication skill and ability

• Effectively resolve problems and deal with difficult people and/or situations

• Work efficiently under pressure

• Independently take initiative, and accept responsibility for practice and team success

• Set priorities and use good judgment

• Ability to engage patients and team members utilizing the CMH Experience Standards

I am creating a warming, caring, and non-judgmental environment

I am actively listening and seeking information

I am honest, truthful, and consistent

I am respectful, treating all individuals with dignity and empathy

I am serving as a role model, taking both initiative and ownership when appropriate

I am working collaboratively and demonstrating teamwork

I am resilient and adapt to change in positive ways.

• Demonstrated ability to direct and triage in a highly fluid dynamic operational environment.

• Ability to collaborate with all layers of the management/ administration team.

  If you are passionate about making a difference and are looking for your next great career opportunity, we look forward to reviewing your application!

  AT CENTRAL MAINE HEALTHCARE YOU ARE AT THE CENTER OF EVERYTHING WE DO

Our why, our purpose, drives every decision and action we take as a healthcare system. We strive everyday to deliver exceptional care, and to improve our community. We are a non-profit organization that is breaking the traditional healthcare mold by bringing our patients and their family’s high value, low cost, and award-winning care while focusing on creating an exceptional experience for them; all within their communities. To accomplish this, we only hire individuals who are committed to excellence, who embody the principles of our CMH Experience Service Standards, and who are ready to step in and help their fellow team members achieve those exceptional results for our patients, their families, and the community.

Central Maine Healthcare System

The organization is broad in its footprint, with three (3) hospitals in Bridgton, Lewiston, and Rumford, and over 75 individual practices within our Medical Group. Lewiston’s Central Maine Medical Center is a certified and award-winning level two trauma center, along with our Central Maine Heart and Vascular Institute and the upcoming highly anticipated launch of our comprehensive state of the art cancer treatment center. Both Bridgton and Rumford Hospitals are four (4) star accredited acute care hospitals, and our Medical Group and Maine Urgent Care Centers have won multiple awards within their specialties. As a system we are a six-time winner of the Leapfrog Safety A Rating since 2019, representing some of the highest quality care and outcomes nationwide. Our awards and accolades are only possible as a result of our commitment to culture, and a focus on safety and inclusion, in each of our patient’s experiences and in the experiences we create within our teams.

If you are a person who is looking for a way to give back to your community, to help improve the lives of patients or those who care for our patients, want to be part of a growing organization that is setting the bar for Maine healthcare, apply to join Central Maine Healthcare today!

Diversity and Equal Employment Opportunity

CMH actively promotes diversity in its workforce at all levels of the organization. We strive to create and maintain a setting where we celebrate cultural and other differences and consider them strengths of the organization. CMH is an equal opportunity workforce and no one shall discriminate against any individual with regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, genetic information or veteran status with respect to any offer, or term or condition, of employment. We make reasonable accommodations to the known physical and mental limitations of qualified individuals with disabilities.