Wentworth-Douglass Hospital, an affiliate of Mass General Brigham, is committed to supporting patient care, research, teaching, and service to the community. We place great value on being a diverse, equitable and inclusive organization as we aim to reflect the diversity of the patients we serve. At Mass General Brigham, we believe in equal access to quality care, employment and advancement opportunities encompassing the full spectrum of human diversity: race, gender, sexual orientation, ability, religion, ethnicity, national origin and all the other forms of human presence and expression that make us better able to provide innovative and cutting-edge healthcare and research.


1. Under the direction of the Practice Manager, coordinates various operational and administrative tasks as well as acts as a liaison between providers, office and clinical staff, as necessary, to ensure the successful operation of assigned practices.
a. Serves as a liaison communicating information between patients, staff and providers as necessary.
b. Responsible for ensuring appropriate office coverage for the front desk, clinical staff and providers within assigned practice(s) including, but not limited to filling in as front desk representative, assisting with clinical issues, coordinating patient tests, referrals, etc.
c. Identifies and resolves work-related problems and develops short and long-term plans that address the identified issues in partnership with the Practice Manager.


2. Coordinates all operational support processes for assigned practice(s) which are necessary for continued operation.
. Financial: (1) Coordinates timely processing of accounts payable and the ongoing maintenance of packing slips and invoice records per WDH policy. (2) Oversees and ensures the accuracy of the daily log, reconciliation of daily credit card transactions, end of day batches and the preparation of daily deposits of revenue; (3) Ensures that the billing office receives the required end of day documents via fax at the end of the business day and that bank deposits are made at least once every other day; (4) Responsible for reconciling the petty cash drawer for the office ensuring the proper accounting of all expenditures and monthly verification of the accuracy of the balance in the cash drawer;
a. Equipment and Supplies: (1) Maintain office supplies and equipment to include ordering of administrative supplies and overseeing clinical staff member responsible for ordering of medical supplies; (2) Maintain proper functioning of office/medical equipment; (3) Coordinates purchases, maintenance and repair of office/medical equipment including all approved capital purchases; (4) Adheres to all WDH policies governing the purchase of supplies and equipment
b. Appointment Management: Effectively coordinates a response to the Televox Call Session Reports to increase filled appointment slots, to identify and correct issues with patient contact information and to contact patients who may need follow-up appointments. Ensures that key appointment types receive a personal telephone reminder from the staff (physicals, new patient appointments, IPPE, AWV, etc.) Effectively manages the recall function in NextGen for a variety of key appointment types including but not limited to WCC, DHP, and other event types.
c. Utilizes internal processes and audits to reduce the occurrence of work log tasks whenever possible. Tracks trends in work log tasks and implements action plans to improve performance. Reviews office note tracking reports and coordinates with providers to ensure completion prior to encounter locking. Coordinates the completion or work log tasks with staff and providers to ensure a timely revenue cycle.
d. Ensures the timely processing of all incoming and outgoing medical record documents, including Hedis and other medical record requests.
e. Performance Improvement/Regulatory Compliance: Works collaboratively with the Practice Manager, the Clinical Lead, Initiative Champions, Providers and staff in improving dashboard metrics and in accomplishing other organizational goals including clinical quality initiatives. Promotes teamwork and best practices that will ensure the highest quality outcome, in a cost-effective manner, while exceeding patient satisfaction. Ensures compliance to environment of care standards as it relates to the workplace and proactively assesses the work environment for safety concerns and other regulatory compliance issues.
f. All other duties as assigned.


3. In support of the Practice Manager and in alignment with organizational policies, values and federal and state law, supervises clerical and other support staff as necessary along with related tasks.
. Participates in the recruiting and interviewing process and provides candidate feedback to the overall decision.
a. Orients, trains, and supervises all clerical employees. Fosters the personal and professional development of clerical staff.
b. Directs, schedules and assigns work to employees either directly or through subordinates.
c. Initiates, makes effective recommendations, and/or approves personnel action including, but not limited to, hiring, transferring, suspending, discharging, assigning, rewarding, disciplining, or adjusting of grievances involving assigned personnel.
d. Prepares and conducts formal/informal introductory and annual performance evaluations ensuring productive dialogues, setting expectations and gaining agreement.
e. Reviews all employee and provider timecards and exception reports for accuracy and submits to Payroll according to published deadlines.
f. In the absence of the Practice Manager, works closely with the Clinical Lead in overseeing and supervising the clinical staff.


4. Coordinates provider schedules and patient appointments, which includes training staff on the use of the practice management software and maintaining staff knowledge of scheduling guidelines as dictated by the providers in each practice.
. Ensures staff compliance to the scheduling guidelines for each respective practice. Ensures that patients are not scheduled to be seen in the office when a provider is not physically on-site within the practice.
a. Manages provider-specific templates within the practice management system. Ensures adequate same day patient access and adjusts templates accordingly especially when there are providers out of the office.
b. Responsible for ensuring that all private lines and WDH extensions are answered whenever staff are working and are available in the office. At a minimum, all private lines and WDH extensions must be answered during the hours of 8:00am-5:00pm. A covering provider must be designated in advance and reachable for any calls that may come into the practice during regular business hours.


5. Reviews Press-Ganey patient satisfaction survey results on at least a monthly basis. Collaborates with practice leadership and staff on analyzing data and in developing a plan of action for identified areas requiring improvement.
. Shares relevant information with staff and providers on at least a monthly basis and within 2 weeks of quarterly finalized data becoming available. Monitors comment reports and shares patient feedback with staff and providers as appropriate.
a. Works with other members of the team to identify opportunities for improvement and documents plans of action to address any identified issues.
b. Responsible for implementing timely action plans and ensuring full compliance in response to results from internal and/or external surveys. Closely monitors the success of interventions and as needed will refine the necessary action steps in order to achieve improved performance.


6. Leadership Expectations.
. Establish Common Vision and Goals: Strengthen staff understanding of organizational values and create an environment focused on achieving a common vision and goals. (a) Identify and articulate a compelling vision for the unit/department and how that vision aligns with the organizational vision. (b) Inspire others to achieve the vision by emphasizing shared values, demonstrating enthusiasm and energy, and leading by example (c) Set individual and team goals to align with organizational goals. (d) Keep staff informed on key issues and effectively explain the rationale for decisions that impact them and the organization as a whole.
a. Communicate Effectively: Effectively send and receive information to reach mutual understanding and shared meaning. (a) Actively listen, have empathy, and reflect what the other person is saying to ensure full understanding of the content, context, and meaning of messages. (b) Clearly convey information and ideas using understandable terms, tailor messages to each audience, and check for understanding. (c) Use body language, voice tone, and non-verbal expressions that are appropriate and congruent with our messages and values (d) Provide a regular forum for staff to share their insight and experience as a means of taking part in decision making and planning process.
b. Act with Integrity: Adhere to moral & ethical principles; be honest; and act with consistency of values, principles, expectations and outcomes. Follow through on commitments; do what we say we'll do (b) Treat staff equitably; apply policies consistently; don't give preferential treatment. (c) Ensure that decisions are made for the good of the group or organization and are not dictated by self-interest. (d) Acknowledge and accept responsibility for outcomes of actions and decisions. (e) Adhere to Wentworth-Douglass Code of Organizational Ethics/Compliance (f) Hold all colleagues to these standards.
c. Engage and Motivate People: Engage, recognize, reward, and motivate people to achieve excellence in their work. (a) Set clear expectations for employees and gain their agreement (b) Regularly thank people for their contributions, give positive feedback, and recognize & reward superior work both publicly and privately. (c) Hold employees accountable for results by giving direct, constructive and timely feedback (d) Provide regular coaching and follow up to help employees build upon strengths, overcome deficits, and learn from their mistakes (e) Display a genuine interest in each individual by getting to know them as a person, and regularly asking them how they are doing, how you can be of assistance, how they would rate their satisfaction and engagement (f) Implement and follow-through on department or organization initiatives to improve employee engagement and satisfaction.
d. Build Strong Teams: Create a positive team environment and promote effective teamwork within and across units. Hold people accountable for reaching agreed-upon outcomes. (a) Create an environment where team members are valued, consensus is reached, and collaborative action takes place (b) Value individual differences and model an understanding of and sensitivity to diversity in all of the forms. (c) Foster a culture of inclusion and openness that encourages expression of opinions and ideas without fear of rejection or intimidation. (d) Define team roles and responsibilities, assess team members strengths, and match strengths to roles. (e) Manage conflicts effectively by addressing issues with others, mediating conflicts among staff and reaching mutually agreed-upon outcomes. (f) Reinforce effective performance, realign and/or remediated when performance doesn't meet expectations. (g) Facilitate team success by identifying and eliminating barriers and resistance
e. Build & Manage Relationships: Build and maintain strong relationships based on trust and respect. (a) Build constructive and effective relationships with people by developing rapport, using diplomacy, and meeting people informally so they feel comfortable and safe to discuss the issues that are really important to them. (b) Maintain high visibility. regularly reach out to others - patients, employees, other leaders - to better understand their needs, responsibilities and challenges and help them achieve desired results. (c) Earn others trust by telling the truth, matching actions to words, keeping confidences, openly admitting mistakes, and apologizing and/or making restitution. (d) Respect all staff as essential members of the team by listening objectively to their opinions, crediting their ideas, and acknowledging the importance of their work. (e) Collaborate with and build strategic relationships among teams, units, departments, and/or other organizations to help achieve organizational goals.
f. Develop People: Develop the skills and potential of each individual to be able to meet the organization's future needs. (a) Challenge and empower others to excel by providing needed opportunities, coaching, and tools. (b) Recognize exceptional staff and potential new leaders and engage them in leadership training and developmental activities. (c) Mentor others by helping them recognize their potential, strengthen their skills, advance their careers, enhance their education and build their self-confidence. (d) Regularly engage in self-development by learning new things through education, reading, research and/or experience.
g. Foster Continuous Improvement: Foster the organization's ability to continuously improve, innovate, manage change, and achieve positive future outcomes. (a) Create a safe environment that encourages creative thinking and innovative ideas; seek out and use ideas from staff. (b) Identify and apply industry best practices. (c) Pinpoint essential components of successful projects, processes, and practices and spread/adopt them throughout the unit and/or organization. (d) Continuously learn from mistakes and problems by conducting formal, non-punitive reviews and communicating results to all relevant stakeholders. (e) Analyze and facilitate changes to department practices to align with strategic objectives and positively impact quality, safety, and satisfaction. (f) Model a "can-do" attitude' positively influence others to embrace change even during difficult times. (g) Work collaboratively with teams to define urgency for change, identify potential barriers to change, and develop action plans to mitigate the concerns. (h) Challenge self and others to question the status quo by looking for opportunities for improvement, analyzing performance gaps and increasing efficiency.
h. Drive Operational Excellence: Execute the strategic initiatives and business operations necessary to achieve quality patient outcomes, patient satisfaction, and financial performance. Think analytically; accurately analyze department needs and manage resources well. (b) Develop effective plans to translate organizational strategy into action. (c) Develop quality, safety, satisfaction and financial metrics; effectively use data to manage operations and achieve organizational goals. (d) Adhere to all relevant legal/compliance regulatory policies and procedures; maintain full documentation and ensure staff compliance. (e) Make effective decisions by gathering relevant information consulting others, developing and weighing options, anticipating impact on others, and considering unintended consequences. (f) Keep constantly updated on trends and changes in healthcare and prepare for their impact on our functional areas.



Qualifications

Experience Minimum Required

• 4+ yrs clerical or administrative experience in a medical office or hospital environment



Education Minimum Required

• Associate degree in Business Administration or Accounting and/or 2 years' experience in a management or supervisory position.



Education Preferred/Desired

• Bachelor's degree.



Training Minimum Required

• Microsoft Office (Word, Excel, PowerPoint), Experience with Electronic Health Record.



Training Preferred/Desired

• Experience with Next Gen Electronic Health Record.



Special Skills Minimum Required

• Working knowledge of word processing programs, computers, and office machinery, knowledgeable of office procedures and protocols, ability to make effective judgments and decisions based on objective criteria, ability to effectively communicate both written and verbally, ability to give and receive information over the telephone, ability to maintain order in a busy environment, ability to operate independently with minimal supervision, ability to set priorities and meet deadlines, ability to tactfully interact with diverse personalities.
• Experience working closely with physicians, nurse practitioners and physician assistants.
• Consistently demonstrates excellent customer service skills.



EEO Statement

Wentworth-Douglass Hospital is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.