Practice Manager

Mass General Brigham • Danvers, MA

6d • Onsite

About The Position

Under the direction of the Clinical Director, the Practice Manager oversees the daily operations of the Orthopedic Surgery Danvers clinic and serves as the site’s primary administrative and operational leader. Working with a high degree of independence, the Practice Manager demonstrates deep knowledge of clinic workflows, healthcare systems, and departmental procedures to ensure smooth, efficient, and patient-centered operations. This role is responsible for supervising administrative and clinical support staff, managing fiscal and operational resources, and ensuring adherence to organizational policies and service standards. The Practice Manager partners closely with the Clinical Director to identify operational improvement opportunities, support data-driven scheduling and OR utilization, and enhance overall clinic performance. Functioning as a critical liaison among physicians, clinical staff, and administrative teams, the Practice Manager promotes strong communication, supports high-quality patient care, and contributes to strategic planning efforts for the site and the broader Orthopedic Service.

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
• Proficiency in Microsoft Office, Excel, and other Microsoft Office applications
• Epic Super User
• Ability to learn new computer applications quickly and use them efficiently
• Ability to make decisions quickly and independently
• Excellent interpersonal/communications skills
• Ability to work independently and in a team
• Ability to work with staff of all levels
• Ability to interact with individuals in senior leadership roles
• Creative thinking, a willingness to learn new things, problem solving and an ability to handle multiple projects are expected
• Ability to handle sensitive/confidential matters discreetly and maintain confidentiality guidelines
• Strong communication and organizational skills
• Strong and proven leadership skills
• Excellent time management skills
• Ability to adapt to multiple and rapidly changing priorities and deadlines

Responsibilities

• Staff Supervision & Human Resources Management Supervises Medical Assistants and Patient Services Coordinators; provides coaching, support, and direction. Recruits, hires, onboards, trains, and evaluates staff to promote high performance. Completes probationary and annual performance reviews; delivers ongoing feedback and corrective action as needed. Manages schedules, PTO, break coverage, and staffing needs across the clinic. Oversees weekly payroll and timekeeping through UKG. Leads monthly staff meetings to communicate updates, expectations, and team goals. Serves as a liaison between staff and physicians to support efficient provider workflow.
• Clinic Operations & Workflow Oversight Ensures smooth day-to-day clinic operations with optimal patient flow and timely scheduling. Provides backup coverage for critical roles as needed. Develops and maintains workflows and coverage matrices to support consistent, efficient operations. Actively monitors live clinic flow to address bottlenecks and maintain service standards.
• Patient Experience & Customer Service Promotes a high-quality, patient-centered experience through staff coaching and service excellence standards. Reviews and shares NRC patient feedback; partners with staff to address improvement opportunities. Serves as the escalation point for patient concerns and collaborates with Patient/Family Relations as needed. Participates in ambulatory-wide patient satisfaction initiatives and service recovery efforts.
• Operational Excellence & Process Improvement Leads and participates in initiatives to improve operational efficiency, including: Reducing patient wait times Streamlining administrative and clinical workflows
• Financial & Supply Management Manages clinic budget and monitors supply usage to ensure fiscal responsibility. Collaborates with the MA Lead to maintain inventory and manage supply ordering. Reviews and approves PO-based practice bills and generates purchase orders as required.
• Facility & Environmental Oversight Ensures a clean, safe, and compliant clinical environment aligned with Joint Commission, OSHA, and hospital standards. Oversees facility management needs, including work requests and minor upgrades. Maintains professional, functional, and patient-friendly clinic aesthetics.
• Technology & Security Management Serves as the clinic’s IT Super User and supports staff with system troubleshooting. Oversees security and access protocols for clinical applications and electronic health records. Communicates system updates and ensures staff training and compliance.
• Strategic Planning & Organizational Engagement Partners with the Clinical Director and service leadership on planning for clinic growth, including staffing, space, and equipment needs. Supports site initiatives such as radiology upgrades and expansion projects. Represents the clinic at departmental and hospital-wide committees and meetings.
• Data & Process Support Partners with the Clinical Director to review and interpret scheduling data to optimize resources and balance surgeon and departmental needs. Synthesizes operational data to elevate issues (e.g., block allocation, efficiency, quality, safety) to leadership. Assists with New Product and Capital Equipment requests related to OR operations. Supports department-level special projects as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager