Practice Manager

Mass General Brigham•Boston, MA

6d•Onsite

About The Position

This Practice Manager role offers a unique opportunity to lead operations within the Hale Building, a shared, multi-specialty clinical environment that currently supports neurosciences, orthopedics, and rheumatology, with additional services anticipated in the future. Rather than aligning to a single specialty, the role oversees front-end operations across two floors, managing check-in/check-out workflows, staffing, and day-to-day clinic operations for a diverse and evolving care model. The Hale Building is home to multiple specialty clinics across two floors. The Practice Manager is responsible for overseeing clinical operations, human resources, budget management and process flow. The manager is expected to facilitate the prompt resolution of problems that arise in daily clinical operations and to collaborate with other Practice Managers in providing a consistent standard of service across all ambulatory clinical sites. Assuring that quality services are provided to meet the needs of the patients and the hospital; this individual facilitates an excellent working relationship between the multiple departments and the patient community. The manager will work closely with the leadership team and Medical Director(s) to develop, document, implement and monitor policies and procedures for efficient, patient and faculty-friendly clinical operations. The manager will oversee all clinical functions that support his/her respective unit(s) such as managed care coordination, scheduling, medical records, charge capture, etc. Additionally, the Practice Manager will perform administrative duties such as planning and organizing the work of the administrative and clinical staff, coordinating and prioritizing workflow, and developing and implementing appropriate systems.

Requirements

Bachelor’s degree required.
4-6 years of related experience in a healthcare environment.
Must have strong communication skills: ability to communicate effectively with a broad range of healthcare personnel, including patients, and to channel information appropriately.
Work requires an extensive knowledge of business and medical terminology and an excellent command of the English language.

Responsibilities

Leads any/all day-to-day operations of the given practice.
Responsible for overall coordination of support staff involved in administrative, rooming, and appointment/testing activities.
Responsible for the design of a well-organized, patient centered clinical experience by ensuring adequate staffing levels, implementation of standard operating procedures and regulatory requirements.
Organizes work schedules for optimal utilization of staff to meet practice needs.
Implements relevant information systems, ensuring accuracy of data inputs and outputs.
Assists providers with provider scheduling, appointment system improvements, and template changes.
Coordinates the scheduling of appointments for the practices based on pre-established protocols.
Facilitates a good working relationship between the practice staff, the physicians and other providers, the Hospital, and the patients.
Provides information and communication among all staff members.
Responds to inquiries and resolves immediate issues within the given clinic.
Reports on-going problems to the Director, Medical Director(s) and Division Administrator(s) as needed via cyclical meetings.
Leads regularly scheduled work-team meetings.
Works closely to uphold the Ambulatory Care Transformation (ACT) work that ensures all patients are scheduled appropriately.
Ensures that patients’ needs are met consistently.
Promotes and prioritizes ongoing efforts with their staff to protect patient privacy.
Interacts with patients in a courteous and sensitive manner, resolving issues and responding to inquiries in person or by phone.
Facilitates patient flow through the practice.
Is accountable for ensuring accuracy of patient-related issues.
Regularly reviews and monitors Patient Satisfaction Scores, initiating resolutions in areas of opportunity.
Implements systems to make sure staff training needs are met.
Ensures staff proficiency.
Coordinates regular skills development sessions for support staff.
Provides overall coordination of and arrangements for other recurring meetings, conferences, programs or activities.
Identify and understand all billable clinical services provided in their area.
Participate in annual budgeting process with Leadership.
Responsible for monitoring the work queues and work lists for their department(s) that are critical to our clinical and financial success.
Works closely with the billing staff to address any relevant coding and billing issues.
Resolves coding or billing problems in order to quickly rectify payment issues.
Monitors and evaluates system reports, performing internal revenue and expense audits.
Acts as a resource for the System, Hospital, Department, and Division policies and procedures.
Responds to and advises on a variety of inquiries applying knowledge of established operations.
Tracks and monitors BWH, DPH, and TJC compliance areas in conjunction with the Director and the clinic’s Medical Director(s).
Continuously monitors the clinic’s physical environment.
Identifies problems and coordinates activities with the Director.
Maintain the physical integrity of the practice, (i.e.: cleanliness, availability of supplies).
Initiates and supports enhancement of clinical and administrative space.
Recruit, hire and retain a talented, qualified staff.
Creates, implements, documents and monitors new employee onboarding, ensuring core business and clinical competencies are achieved.
Leads/organizes all team building and morale bolstering events for a given clinic.
Works with Director to address hiring, corrective action and personnel matters as appropriate.
Collaborates closely with their Medical Directors and Division Administrator(s) for each of the clinical services they support, focusing on shared clinical and financial goals.
Handles assigned administrative activities at the discretion of the Director.