Practice Manager

3 weeks ago

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

**Practice Manager**
- (3291104)

**_ GENERAL SUMMARY/ OVERVIEW STATEMENT:_**

Receiving direction from the MGH Dental Chief and reporting to the OMFS Operations Director, the Practice Manager (PM) is responsible for managing and coordinating the day-to-day operation and activities including the administrative oversight of the MGH Sub-Divisions of Dentistry and Orofacial pain. In partnership with the Chief will also coordinate/oversee the clinical activities in the department. Direct reports are Billing Representatives, Dental Hygienists, Dental Assistants, Patient Services Coordinators, and High-Level Disinfection Technicians.

**_PRINCIPAL DUTIES AND RESPONSIBILITIES:_**

**Operational**

a. Assists Chief and Operations Director in establishing practice policies and procedures. Evaluates, initiates, and implements various practice systems and procedures and revises them as necessary to maximize efficiency.

b. Completes daily walk-thru’s of the clinic to assess operational performance, staff morale, and patience satisfaction as well as identify areas for improvement. Understands at fundamental level how to complete all tasks completed by those under their leadership (i.e. scheduling, pt check-in/out, surgical assistant assignments, etc.)

c. Receiving direction from the Chief, manages the Dental practice’s clinic patient flow as well as the clinical support staff ensuring the clinic is properly staffed for the volume of visits and procedures scheduled. Oversees the clinic schedule ensuring that all necessary resources are available and troubleshoots whenever necessary, particularly room management and front desk

d. Manages clinical and support staff work schedules. Coordinates vacation coverage and sick time coverage for assigned staff. Collaborates with the Operations Director and HR on future staffing needs of the practice to address staffing shortage in advance when possible or immediately when notified of pending changes.

e. Evaluates no show, cancellation, wait times and other patient front-end quality of service indicators, particularly the practice’s CG-CAHPS patient satisfaction scores. Shares feedback with providers and staff and, more importantly, develops improvement plans to address improvement areas and monitors and tracks implementation.

f. Maintains a high level of customer service. Ensures that personnel greet patients in a prompt and courteous manner. Monitors staff/patient interactions and institutes customer service improvements.

g. Troubleshoots all patient-related issues for conflict resolution. Serves as primary resource for resolution of administrative questions/issues/problems in the Sub-Divisions of Dentistry and Orofacial Pain.

h. Set and monitor par levels for clinic and each room, ensuring efficient, yet appropriate supply and instruments are on hand. Collaborate with Central Sterile Processing and Materials Management to monitor and improve supply and instrument inventory processes.

i. Ensures 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.

j. Coordinates with Partners Information Resources Department to arrange for hardware/software installation, troubleshooting, system access, etc.; serves as resource for practice members for questions related to information systems; serves as custodian of any practice-owned software to ensure only authorized use and security.

k. Serves as point person for practice environmental issues relating to repairs, cleaning, signage, security, etc. Establishes and enforces fire and safety regulations for the department, following established protocols, and ensuring compliance with Regulatory Agencies, including, but not limited to: Joint Commission, OSHA, HIPAA, CODA, and Hospital guidelines.

l. Serves as the departmental Super user for Epic. Maintains and updates master schedules, provider templates, etc. Implements new administrative and financial systems (Patient Gateway, Epic) and monitors phone system to ensure access and throughput.

m. Works on special projects as necessary or as directed. Requires discretion and judgment to organize priorities, complete tasks and handle confidential information.

**Administrative**

a. Develops, oversees and monitors competency training for all staff to ensure training and compliance with regular competencies and task monitoring.

b. Oversees Practice Patient Gateway site and manages patient and provider referrals in Epic.

c. 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.

d. Attends appropriate meetings within and outside the hospital (Practice Management Forum,, Excellence Every Day Forum, Payor Forum, Service Improvement, etc.).

e. Particip

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