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Practice Operations Manager

2 months ago

Boston, United States Brigham & Women's Hospital(BWH) Full time
GENERAL SUMMARY/ OVERVIEW STATEMENT: Summarize the nature and level of work performed.

Reporting to the Ambulatory Administrative Director, the ambulatory Practice Operations Manager is responsible for the direct management of the surgical scheduler staff, indirectly the ambulatory support staff and operational management of the Operating Room (OR) for Gynecology (GYN) surgical divisions within the Department of Obstetrics and Gynecology. Practice Operations Manager is responsible for all Human Resources components across 9 divisions on the main campus and satellite locations in collaboration with the Practice Management team.

Drawing upon a broad understanding of hospital practices and policies and displaying a high degree of initiative and independent judgment, the manager will continually assess and direct a wide range of programmatic issues directly related to daily operations.

PRINCIPAL DUTIES AND RESPONSIBILITIES: Indicate key areas of responsibility, major job duties, special projects and key objectives for this position. These items should be evaluated throughout the year and included in the written annual evaluation.

A. OPERATIONS - Operating Room for GYN surgical divisions

  1. Oversees all day to day operations related to Gynecologic OR surgical scheduling for 6 divisions (CIRS, Gyn Onc, MIGS, General GYN, BOGG and Urogyn) across 3 OR sites (BWH, BWH Foxboro and Faulkner).
  2. Direct management and oversight for all surgical scheduling functions outlined by the surgical schedulers:
a. Books all surgical cases requested by the division, which can include coordinating with the Operating Room teams and Weiner Center (perioperative) teams at multiple Brigham location

b. Obtains and scans any necessary consents, and relevant insurance or medical documents that may be required for Surgical cases.

c. Coordinate with different departments and divisions for scheduling joint cases, scheduling consults, and utilization of assigned Operating room blocks.

d. Trains back up Surgical schedulers within their division and cross covers other OBGYN division surgical schedulers.

e. Verifies Insurance coverage and requests Prior Authorizations when required, including informing patients, documenting authorization details, and payment collection if appropriate. Manages escalations for missing surgical authorizations, ensuring providers complete required documentation.

f. Review copay collection, efficiency of collection, nature of denials and ensure improvement of collecting surgical copay collections in the division.
  1. Responsible overseeing coverage for scheduled and unscheduled time off amongst the surgical scheduler team. Available to cover in urgent operational occurrences.
  2. Responsible for OR reporting and tracking which includes department and division block allocation and utilization, surgical scheduler productivity and all other related reporting. May also receive direction from Department Administrator or Chair relating to Perioperative operations and processes to impellent or communicate across the surgical divisions and surgical schedulers.
  3. Demonstrates and mentors staff members to be patient centered within their interactions, customer service, general communication and emphasizing good organizational skill management.
  4. Maintains positive relationships with all providers and meets with them on a regular basis concerning OR surgical scheduling and OR provider experience. Shares information as appropriate with schedulers at private / affiliated practice offices.
  5. Responsible for all surgical scheduler's unit orientations, training, and visitor management.
  6. Implements process improvement strategies while engaging staff members to enhance and improve efficiencies.
  7. Holds regularly scheduled work-team meetings and maintains minutes.
  8. Responds to and advises on a variety of inquiries and applies knowledge of established operations.
  9. Responds to and resolves immediate problems within the department. Reports on-going problems to the Ambulatory Administrative Director.
  10. Represents the department at various meetings and hospital forums.
  11. Ensures staff proficiency in all hospital based and approved systems.
  12. Determines implements and evaluates any and all needs of the OR management.
  13. As part of the Ambulatory Practice Manager team is subject to covering and owning all Practice Manager related job duties across the department.
B. Human Resources (HR) - Ambulatory Divisions
  1. Direct management for the ~7 Program Coordinators / Surgical Schedulers staff. Indirect management for HR components for ~100 ambulatory support staff.
  2. Responsible for all HR components in collaboration with Practice Manager(s) and Medical Director(s) for direct and indirect reports in ambulatory divisions under the Practice Management group. HR duties include but not limited to payroll, recruitment, onboarding/offboarding, mentorship, corrective action, annual reviews.
  3. Design, implement and continuously refine onboarding programs within ambulatory OBGYN practices for each role group. Ensures proper orientation schedules are established, monitors progress, and partners with Practice Managers to ensure competencies / role expectations are met. Escalates concerns as necessary, coordaining with HR and Ambulatory Administrative Director, as appropriate.
  4. Proactively identifies development opportunities / performance concerns, and develops mitigation plans.
  5. Leads HR-related projects or system-level changes impacting ambulatory support teams across the department. Ensuring ambulatory management team is aware of changes impacting operations/finances. Represent the department at various meetings and hospital forums, as assigned.
  6. Partners with HR, Practice Manager(s) and Medical Director(s) to manage corrective action for support staff. Including exploratory conversations, documentation, employee conversations, and maintains necessary HR records.
  7. Ensures employee files are complete, in accordance with hospital and regulatory requirements.
C. Billing Operations
  1. Works closely with hospital admissions, managed care, coding team, and professional billing to capture all surgical copay, deductible and all other applicable charges.
  2. Manage prior authorizations and referrals to ensure insurance eligibility is screened by front end staff.
  3. Responsible for escalated billing matters related to surgical cases which include missing payor required forms, denials, peer to peer reviews, prior authorization issues and all other billing components for financial clearance.
D. Regulatory Compliance and Activities
  1. Works with Ambulatory Administrative Director and Practice Managers to maintain a state of regulatory compliance and Joint Commission readiness in all practices.


Qualifications

QUALIFICATIONS: (MUST be realistic, neither overstated nor understated, and related to the essential functions of the job.)

    • Bachelor's degree required, Master's degree highly preferred.
    • Minimum of 3-5 years in operational/practice management in a clinical setting at an academic medical hospital.
    • Minimum of 3-5 years people management experience with ~20+ direct reports.
      • Exception: Internal department managers or leaders
  • Strongly preferred bilingual in second language (Spanish, French, Arabic etc..)
  • Knowledge of business environments, sales and/or customer service experience


EEO Statement

BWH is an Affirmative Action Employer. By embracing diverse skills, perspectives, and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.