Practice Manager

Description:
GENERAL SUMMARY/ OVERVIEW STATEMENT:

General Summary

The Brigham and Women’s Hospital (BWH) Department of Medicine (DOM) is a Harvard Medical School (HMS)-affiliated academic department comprised of

>1,500 faculty, 22 divisions, ~$160 million in net annual professional clinical revenue, >350 residents and fellows, and ~$450 million in annual research expenditures.

The DOM is the largest academic department at BWH and among the largest in the country.

The Medicine Specialties Ambulatory Enterprise (MSAE) currently consists of 11 practices, accounting for >95 exam rooms, >250 staff, >450 providers, and ~250,000 visits/year. Practices are based at Brigham and Women’s Hospital, Brigham and Women’s Faulkner Hospital, and the Brigham and Women’s Health Care Centers at 850 Boylston Street, Westwood and Foxborough.

The Practice Manager is responsible for overseeing clinical operations, human resources, budget management and process flow for one or more of the MSAE practices.

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 DOM ambulatory medical specialties 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 Department of Medicine and the patient community.

The manager will work closely with the DOM ambulatory leadership team and Medical Director(s) to develop, document, implement and monitor policies and procedures for efficient, patient and faculty-friendly clinical operations.

He/she will oversee all clinical functions that support his/her respective unit(s) such as managed care coordination, scheduling, medical records, charge capture, etc.

Additionally, he/she 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.

Performance reviews will be performed by the Director of Ambulatory Clinical Operations, with input from appropriate constituents.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Practice Operations

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.

e.

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.

Access

Works closely with the Department of Medicine Access Team, their Medical Director and their Division Administrator to prioritize new patient access and maximum slot utilization.

Patient Satisfaction

Ensures that patients’ needs are met consistently.

b.

Promotes and prioritizes ongoing efforts with their staff to protect patient privacy.

c.

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.

Training & Development

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.

Finance

Identify and understand all billable clinical services provided in their area. Participate in annual budgeting process with DOM 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.

Compliance

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).

7.

Facilities

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.

Human Resources

a.

Recruit, hire and retain a talented, qualified staff.

Creates, implements, documents and monitors new employee onboarding, ensuring core business and clinical competencies are achieved.

c.

Leads/organizes all team building and morale bolstering events for a given clinic.

d.

Works with Director to address hiring, corrective action and personnel matters as appropriate.

9.

Department Needs

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.

b.

Handles assigned administrative activities at the discretion of the Director.

Qualifications:

QUALIFICATIONS:

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Bachelor’s degree required.

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4-6 years of related experience in a healthcare environment.

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Must have strong communication skills: ability to communicate effectively with a broad range of healthcare personnel, including patients, and to channel information appropriately.

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Work requires an extensive knowledge of business and medical terminology and an excellent command of the English language.

SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:

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Ability to multi task and prioritize.

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Ability to problem solve

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Negotiation and diplomacy skills are essential.

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Strong conflict management and resolution skills.

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Outstanding interpersonal skills, ability to handle and resolve sensitive human resources issues.

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Outstanding organizational skills are necessary to manage many competing timetables and responsibilities.

Ability to delegate and effectively supervise and plan for the timely and successful completion of short- and long-term objectives.

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Excellent verbal and written communication skills to communicate effectively with a large and diverse constituency, including administration, division faculty patients, and support staff. Will communicate information in written, electronic, oral and presentation formats.

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Requires the ability to work independently and to accept responsibility for complex and sensitive decision-making as it relates to the overall flow of the ambulatory practice.

·

Interpersonal relationship skills needed to motivate staff and work with leadership, and physicians in a positive and collegial fashion.

WORKING CONDITIONS:

Works in an office setting.

Attends meetings in and out of the hospital.

Is available for early and late meetings and flexible to meet frequent deadlines.

Some early and late day work may be required.

SUPERVISORY RESPONSIBILITY:

Will directly manage and supervise operations staff.

FISCAL RESPONSIBILITY:

Operates within budget guidelines.

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