The Practice Manager, reporting to the Sr. Administrative Manager, works closely and collaboratively with the practice Medical Director and Nurse Manager to oversee the day-to-day administrative operations of the practice. The Practice Manager will have direct supervision of the secretarial staff and clinical support staff to include all human resource and operational topics. He/She provides administrative cross coverage, as a member of the Practice leadership team, to manage staffing and/or operational issues, in a time sensitive manner.



Clinical Operations



Day-to-day oversight of clinical operations at our Danvers and Waltham locations. Address outpatient practice operational issues with clinicians and support staff to ensure delivery of high quality care.


• Responsible for oversight of staffing and management of the Automated Call Distribution (ACD) system to


support clinical operations.


Represent the Practice to other hospital departments. Serve as liaison for referring physicians and promote systems and procedures to improve access and improve services delivered to providers in the Partners Network.


• Designated as an Epic Superuser for assigned areas of responsibility (after appropriate training), will lead


hospital, department and division initiatives (i.e process improvement initiatives, EPIC).


• Participate in Quality and Safety and Process Improvement activities and initiatives as assigned.


• Work with Patient Advocacy, Client Services and other groups within MGH to ensure consistency and quality of access.


• Analyze practice metrics - inpatient volume, no show, bump and cancellation rates, scheduling, wait times,


quality of service, and support systems. Design and implement changes to improve practice effectiveness and efficiency.


• Direct the work of the staff who are assigned to the development and maintenance of the patient appointment


schedules for staff physicians, clinical fellows, APPs and other providers.


Ensure that the environment of care, including physical environment and clinical equipment, is maintained to hospital standards.


Establish and enforce patient privacy procedures, fire and safety regulations for the practice; units follow


established protocols; and ensure compliance with JCAHO, OSHA and MGH guidelines.


• Respond to and resolve customer and employee complaints.


• Work with physician and administrative leadership on workflow redesign as needed.


• Manage other projects as assignee


• Oversees facility issues and subleasing of space



Human Resource Management



Builds and maintains ongoing working relationships with staff, clinical and physician members of the practice to facilitate positive staff morale. Upholds the practice's established set of cultural and team values.


• Direct manager for assigned staff including Medical Assistants, Front Desk and Administrative staff. Work collaboratively with other professional staff.


Provide direct supervision to approximately 10 staff to include orientation and training, mentoring,


performance planning, hiring and recruitment schedule management and staff deployment for areas of responsibility. Assign and prioritize workloads, evaluate and standardize office workflows and effectively troubleshoot and resolve issues as they arise.


• Responsible for assessment and developing an appropriate staffing model to support the needs of the practice


• Assists in the career development of practice employees through on-going coaching, counseling, and


training. Develops and provides training for staff on the administrative policies and procedures of the department and the hospital. Coordinates staff training for both the personal and professional development of staff. This also includes organizing mandatory training. as outlined by the hospital, JCAHO, DPH, HIPAA or other governing bodies.


• Ensures that HIPAA policies and procedures are fully implemented.


• Co-develops practice policies, programs and procedures for the department with practice leadership



Finances/Billing Operations



• Coordinate the MGPO/MGH billing to ensure the efficiency of the financial aspects of practice front desk operations, including co-pay collections and timely submission of bills.


• Work with billing compliance to ensure practice billings and documentation requirements are being achieved,


• arrange for compliance training as needed.


• Work with providers and coders to support accurate billing for all systems in use.


• Oversee prior authorization, requests for additional billing documents, denial and rejection management, and other billing/revenue cycle related to the day-to-day operations.


• Serve as main contact for Division staff and coders on billing, revenue cycle, and coding questions.


Oversees the management of the department's payroll



Qualifications

Bachelors in business or administration plus 3 or more years experience working in an outpatient setting. Masters degree desired.


• 7+ years of supervisory experience preferred


• Must be able to work independently, handle multiple priorities and simultaneous time deadlines.


• A "can-do", team oriented attitude is essential, as is the ability to interact easily with physicians, other managers, and support staff.


• Effective interpersonal / communication / organizational I analytical skills are critical.


• Able to handle sensitive and confidential issues.



EEO Statement

Massachusetts GeneralHospital is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, wechoose to lead. Applications from protected veterans and individuals withdisabilities are strongly encouraged.