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Administrative Manager, Center for Specialized

3 months ago

Boston, United States Massachusetts General Hospital(MGH) Full time

**Administrative Manager, Center for Specialized Services**
- (3291395)

**The Center for Specialized Services (CSS) is a dynamic, diverse, and highly customer-centric department designed to attract international, executive, and concierge patients to Mass General. Under the supervision of the Administrative Director of the Center for Specialized Healthcare Services (CSS), the Administrative Manager (Concierge Medicine & Executive Health) will provide leadership to staff in the practice, facilitate continued process improvement, exercise budgetary responsibility and generate increased margin for the Hospital, and in all ways support the patient experience and processes within Concierge Medicine and Executive Health to deliver the best possible customer service and healthcare experience.**

Reporting to the Administrative Director of the Center for Specialized Healthcare Services (CSS), the Administrative Manager (Concierge Medicine & Executive Health) leads the practice and its staff to deliver exemplary patient experience and continued process improvement, delivering on the practice and hospital’s missions. The incumbent serves as the face of the Center and the institution, directly responsible for creating and maintaining positive internal and external relationships. Priorities include developing and leading best processes to continue to grow Concierge Medicine, hire and retain the top quality of physicians and staff, build and maintain relationships with external companies and referring entities, and delivering superlative patient experience to every patient who walks through the door. The position requires attention to detail, the ability to work independently, lead a team of 5-15 individuals, handle multiple priorities and deadlines, the ability to professionally contribute to business meetings and VIP patient interactions, and continuously adapting to the relevant preferences of each patient and referring entity.

The Administrative Manager is responsible for the effective administration of the Concierge Medicine and Executive Health departments. The incumbent will lead teams and functions within the Center, directing administrative operations related to workflows and finance, working in close partnership with other members of the leadership team. S/he will demonstrate excellent judgment and relationship skills, interacting successfully with all levels of personnel across many areas of the Hospital, MGB, and external partners. The Administrative Manager will assist in the development of services and offerings within the department, as well as identification of new business opportunities. S/he models organizational teamwork and collaboration across all areas, and serves as an interface with hospital leadership for interdepartmental issues.

The Administrative Manager partners with both clinical and non-clinical staff to ensure a quality-based, customer-oriented flow of work. Drawing on a broad understanding of hospital and physician group practice policies and procedures, and displaying a high degree of initiative and independent judgment, the incumbent will closely collaborate with physician and departmental leadership to continually assess and direct a wide range of activities, including day-to-day management of operations, scheduling, personnel, budget, and related contracting, facilities and systems, programmatic and project development and long range planning. The incumbent will partner closely with those responsible for clinical staffing and workflow. This position requires strong leadership, discretion and excellent judgment, superior organizational and communication skills, the ability to prioritize and complete a wide range of tasks and the experience needed to handle confidential information. Leads, recruits and hires, motivates, and inspires to excellence a team administrative personnel. Oversees select patient cases directly providing high level service to patients and coordinating or overseeing all aspects of patient referrals to the Center while exhibiting diplomacy, kindness and compassion to patients, their family members and other staff while working under deadlines, scheduling constraints, and urgent clinical and/or patient personal needs.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

- **Personnel**
- Recruits, trains, supervises, motivates, and ensures professional development of staff and acts as a resource for professional staff members
- Provides direct supervision to and is responsible for the conduct, operations, and results of the non-clinical staff, driving toward outstanding individual and team performance
- Serves as a critical resource for the resolution of administrative and financial issues. Provides management and administrative oversight to staff within the Center.
- Partners closely with other members of CSS (client specialists and liaisons, finance liaisons, clinical staff), exhibiting the highest level of professionalism
- Conducts staff meetings to disseminate informat