Job Title: Practice Manager, Jen Center Date: 3/31/22
Job Code: 004235 Grade: 923Z FLSA Status: Exempt
GENERAL SUMMARY/ OVERVIEW STATEMENT: Summarize the nature and level of work performed.
The Phyllis Jen Center for Primary Care is a large hospital based ambulatory adult internal medicine practice providing comprehensive medical care for both acute and chronic conditions. The Practice Manager, in collaboration with the practice Medical Director and RN Flow Manager will be responsible for the overall management of the practice, assuring that quality services are provided to patients in an environment that maximally fosters healing relationships between those patients and their health care team. The Practice Manager will directly oversee all administrative support staff and assume responsibility for operational functions of the practice.
Brigham and Women's Primary Care is committed to racial justice by building an active enforcement of policies, practices, attitudes and actions that produce equitable access, treatment, and outcomes for all people. Our clinics are grounded on team based and patient centered care. We have an expanded care team that includes behavioral health, social workers, community health workers, community resources specialists, high risk nurse case management and support for virtual care
The Practice Manager will be responsible for creating and maintaining a team based, coaching culture in the practice that emphasizes equity, inclusion, belonging and mutual respect.
PRINCIPAL DUTIES AND RESPONSIBILITIES: Indicate key areas of responsibility, major job duties, special projects and key objectives for this position. These items should be evaluated throughout the year and included in the written annual evaluation.
Participates in the ongoing administration of a primary care practice, including interviewing, hiring, training, and developing a diverse multidisciplinary staff.
Works with the staff to build an effective team.
Regularly evaluates and provides feedback to support staff and practitioners. In collaboration with the Medical Director and Nurse Manager, makes thoughtful and well-informed decisions concerning hiring, corrective action and personnel matters as appropriate. Reports on-going problems to the Primary Care Regional Administrator.
Identifies training needs and assists with training of staff and students. Ensures staff proficiency.
Oversees all practice operations. Responsible for overall coordination of staff involved in clinical and administrative activities. Organizes and oversees work schedules for optimal utilization of staff to meet the patients' needs. Develops and implements appropriate systems, policies and procedures to ensure efficient processing of work.
Participates in hiring, orienting new providers, including organizing the onboarding process.
Participates in the continuous improvement of all processes.
Works with the entire team to create a patient experience which is patient-centered, of uniform high quality, and safe. Monitors and improves customer satisfaction and patient activation. Interacts with patients in a courteous and sensitive manner. Resolves patient issues by working with staff, upper management and/or providers, followed by identifying and correcting underlying system problems.
Facilitates a good working relationship between the patients, practice staff, the physicians, the community, system hospitals, and the Brigham and Women's Physician Organization.
Develops operating budget and monitors income and expenses to ensure that budget compliance and established performance standards are met.
Oversees all the billing policies. Develops, implements, and evaluates all needs of the practice. Works closely with the billing vendor to ensure correct coding and billing.
Works collaboratively with practice leadership, Medical Director, Nurse Manager for clinical level issues and workflows.
Implements relevant information systems, ensuring accuracy of data input. Provides input and feedback regarding improvements and changes to systems.
Represents the department at various meetings and handles all administrative activities at the discretion of the Regional Administrator.
Responsible for ensuring the practice's compliance with Hospital, Department of Public Health, and Joint Commission standards and policies.
Continuously monitors the physical environment of the practice site. Identifies problems and coordinates activities with support departments to maintain the physical integrity of the practice.
Qualifications
QUALIFICATIONS:
Bachelor's degree preferred. 5-10 years of experience managing in an Ambulatory health care setting required, although Primary Care experience is preferred.
Demonstrated success in executing a high-profile project under time pressure.
Demonstrated success in leading/building multi-disciplinary teams.
SKILLS/ ABILITIES/ COMPETENCIES REQUIRED
Must be Patient-centered and customer focused.
Must be able to build effective teams, including harnessing the diversity of all members of the team and coordinating their ongoing professional development.
Experience with LEAN or other forms of rapid cycle improvement is strongly preferred.
Must have strong interpersonal and organizational skills.
Must have strong financial and analytic skills.
Must have the ability to recognize and solve problems, including identifying and fixing their root causes.
Must be able to handle, in a professional manner, a heavy and diverse workload in a dynamic healthcare environment, including dealing with multiple competing priorities.
