Practice Manager

GENERAL SUMMARY/ OVERVIEW STATEMENT:

This role provides management and oversight to the Bridge Clinic, HOPE Clinic and ACT inpatient services. The Bridge Clinic is a low-threshold urgent care clinic for substance use disorder and the HOPE Clinic is a co-located, inter-disciplinary clinic for pregnant and post-partum people and their families impacted by substance use disorder. The manager is responsible for the daily operations of their practices/service (clinical, organizational, and administrative). The practice manager will also work in collaboration with the Emergency Department, the Addiction Consult Team, the Addiction Recovery Management Service (ARMS) program, West End Clinic, Psychiatry Department, Pediatrics Department, and Obstetrics Department. The position requires a high degree of organization, flexibility, independence, and willingness to participate in multiple activities in providing support to both patients and caregivers in a growing, Mass General - wide initiative. The position requires strong communication skills and the ability to converse comfortably with patients and their caregivers, clinical and administrative staff, and hospital leadership.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Clinical Operations:

1. Manages day-to-day clinical operations in the Bridge Clinic, HOPE Clinic and ACT including:

o Coordinates clinic/service workflows and schedules to ensure an efficient daily operation and troubleshoots workflow issues, as needed

o Organizes, leads, and follows up team leadership and staff meetings

o Provides support and information to providers to problem solve and manage complex administrative and patient issues

o Regularly reviews and audits administrative team duties to ensure accurate and timely completion of important tasks

o Facilitates interdisciplinary creation of policies and procedures

o Oversees all purchasing for the office/program

o Coordinates the onboarding and training of new staff

o Investigates and works to resolve patient complaints, questions, and concerns

o Utilizes Epic reports as needed to gather data to inform clinical operations

o Coordinates additional meetings for the clinical teams and organizes team events, as needed

2. Works as an inclusive team leader

o Builds, fosters, and models a culture that encourages and supports equity, inclusion, and diversity

o Credits and celebrates others for their contributions and accomplishments

o Gathers input from administrative team on workflow changes and areas for improvement

o Assesses employee workload and recommends changes as needed.

3. Manages payroll/timekeeping for weekly paid staff

4. Refers to and collaborates with interdepartmental specialists and programs, outside agencies, facilities, payors, and other relevant community resources.

5. Serves as point person for practices on environmental/space issues related to repairs, cleaning, renovations, signage, security, etc.

6. Oversees the credentialing of and enrollment in payor plans for all faculty members to ensure compliance with Hospital bylaws.

7. Manages patient billing activity to ensure compliance with revenue procedures and investigates and resolves issues relating to and arising from the referral and/or billing process, which interrupts the delivery of care to a patient or the reimbursement for services rendered; collaborates with the PO or GH Revenue Control to monitor patient billing activity and to participate in process improvement related to overall collections and revenue generation.

8. Manages data entry needs for the clinic/services.

Manages and regularly updates the clinic/service websites.

10. Establishes and enforces fire and safety regulations and ensuring compliance with JCAHO, OSHA, HIPAA ,

DPH and MGH guidelines. Participates in departmental preparation for JCAHO or other regulatory surveys.

11. Coordinates rotations for medical students, residents, fellows, and observers and assists with their daily schedules.

12. Partners with the PSAS Project Manager to smoothly integrate any grant or research projects with clinical operations.

13. Provides back-up front desk coverage in Bridge Clinic and HOPE Clinic as needed.

14. Participates in special projects as assigned.

Staff Supervision:

Administratively supervises 3.0 FTEs support staff, including patient service coordinatorsand administrative coordinators:

o Coordinates and participates in the hiring and onboarding process for new staff members

o Conducts annual performance appraisals on an individual basis for direct reports

o Implements disciplinary action as indicated for direct reports

o Coordinates staff time, including vacation, seminars, etc. of non-clinical staff

o Ensures proper clinical coverage with practice clinical leadership

Supervises the patient service coordinators and supports staff regarding patient insurance coverage, referral/authorization and billing issues; communicates with patients when appropriate.

Develops and maintains job descriptions for administrative staff and participates in orientation of new employees.

SKILLS/ABILITIES/COMPETENCIES REQUIRED:

Time Management : Exceptional organizational skills and ability to manage time and priorities effectively, asking for direction when appropriate. Flexibility to handle multiple tasks and deadline pressures.
Quality Assurance : Work efficiently and effectively in all aspects of position. Ability to manage day-to-day operations, establish and maintain policies and procedures, monitor service statistics, manage patient flow and "front desk" operations, coordinate space and infrastructure issues, and ensure effective coordination of training programs. Ability to engender these skills among staff.
Personnel Management : Ability to skillfully handle issues of sensitive nature with respect to confidentiality, abiding by institutional guidelines. Ability to recruit, train and supervise staff and to ensure that performance evaluations, payroll, employee changes and other HR transactions are completed in an accurate and timely manner. Ability to provide support, direction, and development to staff.
Leadership : Ability to identify issues/projects and initiate plans to address them; demonstrate forthrightness and integrity. Must develop a common vision for diverse constituents, communicate effectively, sell ideas, and take ownership and responsibility for activities.
Discretion and Confidentiality : Ability to handle sensitive and confidential matters discreetly and to ensure confidentiality guidelines are maintained by staff.
Critical Thinking/Decision Making : Thoughtfully evaluate all aspects of a situation and independently make appropriate and timely decisions.
Interpersonal/Communication : Must possess excellent interpersonal/communications skills and a good command of English language, including medical terminology.
Information Systems/Technology Skills : Must demonstrate exceptional computer skills (including operating systems, word processing, database, electronic mail, Internet, spreadsheets, and other office management systems).
Safety/Compliance : Must have knowledge of all aspects of safety relating to ensuring a safe environment for staff.

EDUCATION:

High School diploma or equivalent required; Bachelor's degree preferred

EXPERIENCE:

3-5 years of related experience required; supervisory or management experience preferred

SUPERVISORY RESPONSIBILITY (if applicable):

Supervision of 3.0 FTEs

WORKING CONDITIONS:

Clinical office setting

Massachusetts General Hospital is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. Applications from protected veterans and individuals with disabilities are strongly encouraged.
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