Manager, Clinic/Practice

Mass General Brigham•Boston, MA

1d•Onsite

About The Position

The Brigham and Women's Hospital, Inc. Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham. Job Summary The Practice Manger for Infusion Services, in collaboration with nurse managers for these services, is responsible for the overall management and operations of the Ambulatory Infusion Center at Brigham and Women’s Hospital’s Main Campus in Boston, 850 Boylston in Chestnut Hill and Outpatient Infusion Center at Brigham and Women’s Faulkner Hospital. Reporting to the Administrative Director of Procedural Services, the Practice Manager has direct oversight of administrative staff supporting these services such as front desk and scheduling staff. The individual will take direction from the Administrative Director, Nursing Director, and Medical Director while working closely with referring physicians, peers, and staff to create a positive culture and work environment while achieving service excellence for our patients. Drawing upon a broad understanding of hospital practices and policies and displaying a high degree of initiative and independent judgement, the manager will continually and proactively assess and direct a wide range of programmatic issues directly related to daily operations. This role involves oversight and management of approximately 10 FTEs and associated roles. Collectively, would oversee day to day operations with the combined patient visit volume of 35,000 patient treatments annually with the expectation of growth. The responsibilities of this position are broad, including management of operations, patient throughout, quality and safety, performance improvement project development, long-range planning, personnel, finances, legal and regulatory issues, facilities and information systems for the specific set of procedural service(s).

Requirements

Bachelor's Degree Related Field of Study required
Supervisory experience 5-7 years required
Experience working in a healthcare environment 5-7 years required
Strong understanding of Microsoft Office, including Excel.
Strong communication and organizational skills.
Strong and proven leadership skills.
Ability to work with staff of all levels.
Excellent time management skills.
Strong analytical and math skills.
Knowledge of Accounting Principles, physician billing, and revenue cycle management.
Ability to adapt to multiple and rapidly changing priorities and deadlines.

Responsibilities

Per the direction of administrative and clinical leadership, independently oversees all day-to-day practice operations for the services, escalating issues as appropriate.
Responsible for overall coordination of support staff as it relates to physician support, registration, appointment scheduling, customer service, sensitivity to patients and/or family members, work schedules and coverage.
Plans, assigns and evaluates work of support staff. Develops systems/workflows for operational excellence and measures performance utilizing key performance indicators targeting improvements in patient experience, throughput/patient access, and expense control.
Responsible overall human resource management of support staff including hiring, orientation, training, development, corrective action and performance evaluations.
Facilitates a strong working relationship between support staff, referring physicians, nurses, medical assistants as well as other stakeholders. Regularly seeks to collaborate and build relationships.
Ensures staff proficiency in all hospital-based and approved systems.
Provides Administrative Support to Nurse Manager, Nursing Director and Administrative Director including UKG, scheduling and participating in interviews, coordinating meetings and calendar appointments, and ordering miscellaneous office supplies.
Determines, implements and evaluates all administrative and operational needs of the practice.
Works closely with the hospital billing staff to ensure time capture and submission of charges. Ensures completeness and accuracy of coding and submission.
Responsible for all appointment scheduling functions of Ambulatory Infusion Center, including patient appointments, cancellations, no-shows, and emergency add-ons.
Facilitates efficient patient flow through the practice and is accountable for any patient related issues or concerns.
In collaboration with the Administrative Director, helps maintain a state of regulatory compliance and readiness in all practices. Works alongside Administrative Director for monitoring and completion of regulatory requirements.
Assists providers with placing referrals into the center.
Demonstrates and mentors staff members to be patient centered within their interactions, customer service, general communication and emphasizing good organizational skill management.
Responsible for all unit orientations, training, and visitor management.
Proactively seeks opportunities for operational improvements and works with leadership to design and implement changes. Independently implements process improvement strategies while engaging staff members to enhance and improve efficiencies.
Effectively leads departmental meetings with direct reports and administrative staff, maintains minutes and documentation of ongoing education and competencies. Compiles agendas and maintains minutes for departmental meetings.
Acts as a resource regarding the enforcement and practices of departmental policies and procedures.
Responds to and advises on a variety of inquiries and applies knowledge of established operations.
Responds to and resolves immediate problems within the department. Reports on-going problems to the Administrative Director.
Represents the department at various meetings and hospital forums.
Continuously monitors the practice physical environment and identifies problems and seeks resolution. Maintains cleanliness and physical integrity.
Responsible for reviewing payroll of staff members.
Attends all required departmental and hospital meetings. Shares project progress with departmental leadership and team accordingly. Presents on behalf and for the promotion of Ambulatory Infusion Center and Outpatient Infusion Center.
Management and administrative duties handled with attention to detail and urgency, such as meeting and calendar management, multidisciplinary meeting preparation, and agenda distribution.
Responsible for materials inventory management oversight.
Advanced comprehension of billing and fiscal information.
Knowledgeable and compliant with all hospital, State and Federal requirements (where applicable to job performance), including policy and procedures with The Joint Commission, CMS and HIPAA.
All other duties, as assigned.