Practice Manager, Center for Counseling and Student Development
Job no: 500756
College / VP Area: Vice President for Student Life
Work type: Staff
Categories: Health Services, Full Time
PAY GRADE: 30E
CONTEXT OF THE JOB:
The Center for Counseling and Student Development (CCSD) is a multi-disciplinary, comprehensive student learning and psychological wellbeing program providing a diverse array of culturally informed services so that students can be more successful in their academic, personal, and career pursuits. The CCSD is IACS accredited and sponsors three levels of doctoral level training for psychologists including an APA-accredited doctoral internship. The Center’s efforts focus on helping students reduce psychological symptoms, cope with complicated life events and developmental tasks, improve interpersonal skills and relationships, and increase self-knowledge and problem-solving ability. CCSD is part of the Division of Student Life (SL), whose mission is to advance equity and inclusion, deepen student learning and drive holistic development through education, experiences and communities.
This position is key to accomplishing the mission of CCSD. Under the general direction of the Director, the Practice Manager provides oversight of and leadership to front office (reception) and back-office (compliance, reporting, budget support) personnel. The Practice Manager establishes workflow and performance standards for non-clinical staff, ensures excellent customer service and patient satisfaction, and develops a positive staff culture committed to student care and support. The Practice Manager works closely with the Director to ensure successful planning and execution of strategic projects and to ensure the implementation of and compliance with internal and external administrative policies and procedures. The Practice Manager works closely with the CCSD leadership team to ensure continuous quality improvement and proactively supports the Director in reaching the aspirational values of team excellence and clinical excellence.
- Supervise and lead CCSD non-clinical office personnel focused on exceptional customer service and care for students. Manage the daily administrative operations of the CCSD including both front desk and back-office functions. Establish appropriate process flows, protocols, and expectations for office staff. Ensure excellent customer service standards and create a welcoming environment for students to increase access to healthcare.
- Orient and train new office staff with high emphasis on federal compliance and customer service ethic. Coordinate cross-training priorities for office staff. Develop an on-going training program for continuous improvement for office staff. Oversee office staffing needs and schedule to ensure appropriate coverage of essential services. Re-assign personnel as necessary to ensure key functions are met.
- In collaboration with CCSD leadership, plan and implement appropriate changes needed to meet new demands both internally and externally.
- Effectively interpret and diplomatically communicate department policies, practices, programs, and procedures.
- Conduct regular office staff meetings to enhance performance of staff teams and individuals. Coordinate appropriate action steps and monitor task completion.
- Serve as a member of the CCSD Leadership Team; work with the Director, Associate Directors, and Assistant Directors to formulate department policies and practices. Engage in the development of department-wide goals. Provide insights from their vantage point into the direction of the center.
- Provide expert management of center-wide projects to ensure timely completion of initiatives as assigned by the Director.
- Work with the CCSD Leadership Team to build out customer satisfaction and complaint resolution processes.
- Scan the environment for feedback and provide actionable improvement steps for CCSD leadership to consider.
- Perform special projects, as needed, recommending courses of action to superiors.
- Develop and oversee yearly calendar of administrative and clinical operations; ensure appropriate engagement of responsible parties; ensure timely completion of anticipated annual deliverables including compliance with IACS accreditation and other legal and regulatory entities.
- Serve as point of contact for wellbeing fee procedures, eligibility, and charges to student accounts.
- Lead ongoing improvements to the scheduling portions of the electronic medical record systems.
- Serve as primary trainer of office staff on technology/software-based systems. Make recommendations for system improvements.
- Serve as primary purchaser and inventory manager of non-medical office supplies. Identify procurement needs for the next fiscal year.
- Maintain critical non-medical office equipment; make recommendations for upgrades and purchases. Serve as primary liaison for equipment vendors.
- Coordinate with other campus units for service billing, Journal Vouchers, and requests for payments.
- Prepare reports for the department as directed.
- Create a welcoming and inclusive environment. Work with the leadership team to establish processes and ethic of care for students from marginalized groups.
- Serve as back-up to main office staff during critical periods or crisis events.
- Initiate service requests for repair and facility response issues.
- Perform miscellaneous job-related duties as assigned.
- Associate degree and five years of related experience. Bachelor’s degree and/or applicable certification preferred.
- Work experience in an behavioral health office setting. Leadership role within the setting preferred.
- Experience working with electronic medical records. Insurance billing experience a plus.
- Proficiency in business computer applications, Microsoft Office suite, analysis/reporting methods, and procedures, preferably in a PC, Windows-based operating environment. Proficiency with database and spreadsheet software such as Microsoft Excel.
- Ability to lead change.
- Excellent customer service skills.
- Ability to organize work, coordinate projects, establish priorities, and independently follow up on initiatives.
- Supervision experience or leadership of teams preferred.
- Excellent interpersonal skills and ability to establish positive relationships and collaboration with clinical staff and department leadership.
- Conflict resolution skills.
- Ability to communicate effectively, both orally and in writing.
- Independent judgment in handling confidential and non-routine matters.
- Advanced knowledge of HIPAA, FERPA, and ADA regulations and guidance.
- Ability to foster a cooperative work environment.
- Ability to respond effectively to student and parent/family concerns and situations, some which may be emotionally charged.
- Ability to work effectively with a wide range of constituencies in a diverse community.
- Ability to analyze problems and develop creative solutions to complex issues.
- Demonstrates an understanding and consideration of the differing needs and concerns of individuals with varying identities, cultures, and backgrounds.
- Commitment to fostering a workplace culture of belonging, where diversity is celebrated, and equity is a core value.
Notice of Non-Discrimination, Equal Opportunity and Affirmative Action
The University of Delaware does not discriminate against any person on the basis of race, color, national origin, sex, gender identity or expression, sexual orientation, genetic information, marital status, disability, religion, age, veteran status or any other characteristic protected by applicable law in its employment, educational programs and activities, admissions policies, and scholarship and loan programs as required by Title IX of the Educational Amendments of 1972, the Americans with Disabilities Act of 1990, Section 504 of the Rehabilitation Act of 1973, Title VII of the Civil Rights Act of 1964, and other applicable statutes and University policies. The University of Delaware also prohibits unlawful harassment including sexual harassment and sexual violence.
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