Practice Manager

Harbor Health Services, Inc.•Boston, MA

4h•Onsite

About The Position

Harbor Health Services is an innovative, growing, mission-based organization that lives, serves and collaborates with our community members to achieve our mission to help individuals reach their full potential through access to local, affordable services that promote health. Harbor provides medical, behavioral health, dental, and support services to more than 34,000 patients in Boston, the South Shore, and Cape Cod. To help further the mission of Harbor, we are looking for a talented Practice Manager to join our team at the Daniel Driscoll-Neponset Health Center. The Practice Manager serves as the strategic and operational leader of their practice site. This role combines hands on leadership with data driven decision making to drive continuous improvement to achieve site and organizational goals. The Practice Manager is responsible for the overall performance of the clinic, including access, patient experience, team engagement, financial performance, and operational efficiency. The Practice Manager leads through collaboration—partnering closely with clinical, nursing, and administrative leaders—to ensure the practice operates as a high-performing, patient-centered, and team-driven environment. This role requires a “CEO of the practice” mindset —owning outcomes, solving problems, and driving continuous improvement to meet the needs of patients, staff, and the organization.

Requirements

Minimum of 5+ years of progressive responsibility managing teams in a business and or healthcare environment, ambulatory practice experience preferred
Knowledge of the principles and practices of health planning and clinic management, including Patient Registration, Scheduling, Template Building and Referral Management
Excellent communication (both oral and written) and presentation skills
Demonstrated leadership skills across a broad range of constituents
Ability to lead and develop teams focused on patient satisfaction; proven track record in delivering outstanding customer service
Technical experience using Electronic Health Records (EHR), 2 years of experience with/knowledge of EPIC/OCHIN EHR preferred
Familiarity with health insurance, health care regulations, and DPH/HRSA preferred
Intermediate skills in Office 365 including Excel, Word and Outlook and Teams
Must be familiar with Key Performance Indicators (KPI’s) and Metrics.

Nice To Haves

Ambulatory practice experience
Experience in a Community Health Center setting
2 years of experience with/knowledge of EPIC/OCHIN EHR
Familiarity with health insurance, health care regulations, and DPH/HRSA

Responsibilities

Owns the overall performance of the practice, including access, productivity, patient experience, and financial outcomes.
Uses data to identify opportunities, set direction, and drive measurable improvement.
Ensures clinic operations are efficient, consistent, and aligned with organizational standards.
Proactively identifies barriers to care and implements solutions to improve access and flow.
Develops, implements and trains teams on new and updated workflows that drive efficiency, consistency and continuous improvement across operations.
Leads, coaches, and develops a multidisciplinary team, fostering a culture of accountability, collaboration, and engagement.
Builds a strong team environment where staff feel supported, challenged, and connected to the mission.
Addresses performance concerns directly and constructively, while recognizing and developing high performers.
Models leadership behaviors that promote ownership and accountability at all levels.
Oversees daily clinic operations, ensuring appropriate staffing, workflows, and coverage to meet patient demand.
Ensures front-end, back-end, and clinical support workflows, in partnership with clinical leadership, are aligned and functioning effectively.
Drives standardization of processes while remaining adaptable to site-specific needs.
Maintains readiness for regulatory, compliance, and quality standards.
Champions a “no appointment left behind” mindset to maximize access for patients.
Monitors key access metrics (e.g., third next available, no-show rates, schedule utilization) and takes action to improve performance.
Ensures a consistent, high-quality patient experience across all touchpoints.
Manages clinic resources responsibly, including staffing, supplies, and operational expenses.
Understands and influences key financial drivers of the practice.
Supports revenue cycle functions at the site level, including accurate registration, scheduling, and charge capture.
Builds and maintains strong relationships with community partners to enhance care coordination, improve access, and support the needs of the populations we serve.
Works in close partnership with clinical, nursing, and operational leaders to drive shared success.
Contributes to cross-functional initiatives and organizational priorities.
Brings forward ideas, solutions, and feedback to continuously improve systems and processes.
Leads and supports implementation of new initiatives, workflows, and operational changes.
Uses a problem-solving mindset to test, learn, and refine approaches (PDSA-style thinking).
Encourages innovation and local problem-solving within the practice.
Maintains regular and punctual attendance.
Performs other related duties as assigned.