Practice Manager

DescriptionReceiving general direction from and in collaboration with the Sr. Administrative Director for Surgery and the Churchill clinical leadership team, the Practice Manager (PM) is responsible for the oversight of day-to-date operations and support staff of the Trauma, Emergency Surgery and Surgical Critical Care (TESSCC) Division and the Churchill Surgical ambulatory clinic.  The Practice Manager has direct supervision of administrative support staff, including all human resource and operational matters, including hiring, corrective action, training and evaluation of employees.  Responsibilities will include accommodating physician schedules and workflows, delegating appropriate work to Patient Service Coordinators, RNs, Medical Assistants, onboarding new staff and ensuring effective/efficient daily operations in the assigned clinic. The PM works independently with the physicians and other staff members to ensure a patient-oriented, quality-based flow of work.  Drawing on a broad understanding of Hospital, MGPO and Department practices and policies, and displaying a degree of initiative and independent judgment, the PM will continually assess and direct a wide range of practice issues, including personnel and room management, facilities and systems issues, and project development. This position requires discretion and judgment to organize priorities, complete tasks, and handle confidential information.   Churchill Clinic Practice Management·         In coordination with clinical leadership and the Senior Administrative Director, oversees the day-to-day performance of administrative and clinical staff within the MGH Churchill Surgery Clinic.  ·         Assists clinic leadership with the development and implementation of policies, programs, and procedures for the sites.·         Completes daily walk-throughs of clinic locations to assess operational performance, staff morale and patient satisfaction.  Identifies opportunities for improvement.  Understands at a fundamental level how to complete the tasks required by those under their management (i.e., Cadence Scheduling, check-in/out, etc.).·         Works with leadership to manage site-specific administrative and clinical support staff schedules.  Evaluates staffing needs and coordinates replacement of staff when necessary to meet quality and volume standards within the clinic.  Ensures that all necessary resources are available and troubleshoots whenever necessary, including MA assignments and exam/procedure room management.·         Monitors no-show, cancellation, wait times and other patient experience service indicators.·         Ensure that HIPAA policies and procedures are fully implemented and adhered. ·         Ensures the physical practice environment is maintained.·         In partnership with the Timekeeper, oversees the management of the department’s payroll within Kronos, including the resolution of payroll issues.·         Identifies, monitors and resolves IS issues which impact daily operations. ·         Implements and oversees workflows.·         Problem solves and identifies opportunities for improvement in day-to-day operations.·         Supports onboarding and schedule development for new providers with clinical time in assigned clinics.·         Working collaboratively with clinical staff to ensure that all equipment in clinical is operational and maintained. Coordinates the repair and maintenance of all office and clinical equipment in the practice, to include maintain active network contacts for maintenance and repair of equipment.·         Participates in hardware/software installation, troubleshooting, system access, etc.; serves as resource for practice members for questions related to information systems. Contributes to office SharePoint site.·         Serves as resource for staff to ensure that environmental and safety issues are addressed.·         Serves as a Super User for Epic. Collaborates with the CAS for Cadence template optimization and maintenance.·         Ensures systems are in place to support patient receipt of appropriate information regarding scheduled appointments and procedures (e.g. letters, confirmation calls, documentation (i.e. labs, images, referral letters, etc.)) required for patients before visits.  ·         Assists leadership in implementing ambulatory care directed quality and safety initiatives.   Communicates new processes to staff.·         Holds regular meetings with administrative and clinical staff.·         Covers for various roles throughout clinic as needed.TESSCC Practice Management·         Develops and provides training for TESSCC staff on the administrative policies and procedures of the department and hospital.·         Interacts with leadership to ensure that proper coordination of care and patient related matters are shared at the department level. Helps to troubleshoot issues regarding sharing of equipment or staffing and scheduling.·         Attends appropriate meetings within and outside the hospital (Practice Management Forum, Excellence Every Day Forum, Payor Forum, Service Improvement, etc.).·         Participates in departmental preparation for the Joint Commission and other regulatory site visits.·         Builds and maintains ongoing working relationships with staff, clinical and physician members to facilitate positive staff morale and support provider productivity.·         In partnership with the Timekeeper, oversees the management of the department’s payroll within Kronos, including the resolution of payroll issues.·         Evaluates, develops and implements various administrative systems and procedures designed to maximize the administrative and clinical support workflows.·         Collaborates with clinical and administrative support staff to provide support and assist in the resolution of patient/customer service issues.  Delegate customer complaints to team leads as appropriate and works with them to develop skill sets in handling difficult situations. Respond directly to and resolve customer complaints when necessary. ·         Collaborates with the Center for Ambulatory Services (CAS) and the MGH Access Teams to support efficient and effective scheduling, triaging and call taking processes.  ·         Supports activities for off-site Division practice sites including NWH and Salem to ensure that proper coordination of care and patient related matters are shared with Division leadership.·         Coordinates and conducts general staff meetings for assigned staff to ensure dissemination of information and solicit input from all staff members related to policies and procedures, day-to-day operations, etc. ·         Assists with Trauma site visit preparations including meeting rooms, lodging, flights, food and presentationsPersonnel/Human Resources·         In collaboration with Human Resources staff, provides management in the areas of hiring, corrective action, training and evaluation of employees.·         Coordinates, documents and completes performance evaluations for support staff.  Develops employees through on-going coaching, counseling and training. Administers corrective action if appropriate.·         Develops, oversees and monitors competency training for assigned staff to ensure training and compliance with regular competencies and task monitoring. ·         Develops, implements and/or coordinates staff education for both personal and professional development of assigned staff, including organizing mandatory training as outlined by MGH, the Joint Commission, DPH, HOPAA or other governing bodies.·         Manages employee HR issues for assigned staff.·         Manages overtime and schedules for assigned staff.Fellowship Program and Research ProgramUnder the direction of the Program’s Directors, oversees administrative coordination for training programs and fellowship program.Ensures administrative support for research fellows and fellowship programs includes all aspects of associated programs.Supervises all professional staff appointment paperwork and visa applications for physicians and the on-boarding process for new physicians and fellows. Fiscal·         Provides fiscal updates and discusses budgetary opportunities with respective department leadership for the preparation of yearly practice budgets for the clinical site.·         In partnership with Materials Management (if applicable), monitors supply inventory and reviews the ordering of supplies to make sure that enough supplies are on hand for clinical operations; also minimizes the over-ordering of supplies, inclusive of special-order supplies.·         Supervises the collection of co-payments at point of care.·         Ensures judicial use of overtime for assigned staff.·         Other duties as assigned.Qualifications·         Bachelor’s degree required in Hospital Administration, Public Health, Business, Accounting, Finance or other related field.  ·         Minimum of 2 years of supervisory / leadership experience as a practice supervisor or manager.  Must be able to interact effectively and persuasively with all levels of the organization.·         7+ years of progressively more responsible medical secretary experience required, preferably including a surgical practice as well as knowledge of practice workflows and fiscal and administrative policies and procedures.Job Field: Professional/ManagerialOrganization: Massachusetts General Hospital(MGH)Schedule: Full-timeShift: Day JobEmployee Status: Regular