Practice Manager, Per Diem

Massachusetts General Hospital-posted 9 months ago

Part-time • Mid Level

Hybrid • Brookline, MA

Hospitals

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The Practice Manager, Per Diem at Mass General Brigham is responsible for the oversight of clinical operations and administration of the Pain clinical at 850 Boylston St., Chestnut Hill. This role involves managing practice operations, ensuring quality-based customer service, and providing support to clinical staff. The Practice Manager will work closely with the Senior Administrative Director and the Pain Division Chief, and will be involved in conflict resolution, patient care coordination, and the development of best practices across various Pain locations. The position requires a high degree of initiative, independent judgment, and discretion in managing confidential patient information.

Lead initiatives to create an elevated level of customer service by collaborating closely with providers and staff.
Incorporate patient-focused behavior into daily workflow.
Set and implement exceptional customer service standards.
Develop and track customer service metrics and report status to internal groups monthly.
Monitor the accuracy of registration, scheduling, and confirmation functions for outpatient services.
Assist providers, staff, and patients during clinic sessions.
Work with BWH/BWPO personnel to resolve patient billing problems.
Triage patient complaints for the pain center.
Manage and monitor room utilization and oversee schedule templates for clinic physicians.
Gather data and reports on registrations, scheduling matters, and confirmations.
Provide training and orientation for new hires.
Participate in the development and implementation of policies and procedures.
Monitor patient satisfaction and complaints.
Coordinate administrative, technical, and facilities support.
Supervise direct reports and ensure a positive patient experience.
Prepare and analyze reports on activities such as volume and collections.
Maintain an in-depth knowledge of the changing health care environment.
Assure compliance with regulations and perform audits.
Interview, select, orient, and train new staff.
Conduct staff meetings and authorize vacation requests.
Maintain office equipment and supply inventory.
Assist with managing provider and staff schedules across Pain Center Sites.

Bachelor's degree in business or healthcare administration required; graduate degree strongly preferred.
Minimum of 2-3 years of experience in the administration of health care services required.
Previous 2+ years supervisory experience required.
Thorough understanding of medical terminology and knowledge of billing charges required.

Exceptional customer service skills.
Ability to balance multiple initiatives and projects.
Excellent project management and implementation skills.
Extensive knowledge of CPT and ICD-9/ICD-10 coding.
Knowledge of insurance requirements, including Medicare, Medicaid, HMO, and fee-for-service billing.

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