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Practice Manager at Massachusetts General Hospital (MGH)

Posted in Other 30+ days ago.

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Type: Full Time
Location: Boston, Massachusetts





Job Description:

Scope

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Operational oversight of the outpatient areas of the Division of Pulmonary and Critical Care Medicine, to include Pulmonary Associates on Cox 2 and the MGPO practices located at 50 Staniford St, Wang 5, and White 9. Also includes limited administrative oversight for Interventional Pulmonary staff assistants.
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Total Physician FTEs: ~10 outpatient practice cFTEs, 20-30 physician headcount
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Total Non-Physician FTEs (direct reports): 13.5

Reports To: Administrative Director

Position Summary: Departmental position supporting the outpatient Pulmonary unit across GH and MGPO practices in areas of operations, HR, and financial management.

Independence of Function: Receives general supervision where standard practice enables incumbent to proceed along regular duties.

Core Competencies:

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Ability to handle business planning and change management
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Emotional intelligence demonstrates awareness of own strengths and development needs as well as impact of own behavior on others.
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Talent development
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Communication, effectiveness and influence
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Listens and responds to staff in a timely manner. Provides customer service and follow up.
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Maintains a compliant environment of care, stays current on policies and expectations
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Strategic thinking, planning and problem solving
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Financial management identifies and evaluates the means for improving costs and revenue
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Takes accountability and responds to feedback
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Professionalism

Key Job Duties and Responsibilities:

Manages day-to-day operations of unit and ensures that each of the following is achieved:

Personnel/Supervisory Management:

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Coordinates daily workflow and practice operations, overseeing the efficient operation of reception and registration functions, phone systems, patient flow, and appointment scheduling.
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Knows and understands the job duties of reception, registration, phone systems, and scheduling.
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Works as a team member as needed to ensure that service levels are maintained, up to 25% of the time.
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Ensures adequate staffing for all areas including cross-coverage, breaks and vacations, and to work on division-wide projects. Works with Bulfinch Temp agency as needed to fill temporarily vacant positions.
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Provides direct supervision to and is responsible for the conduct, operations, and results of the non-professional staff. Coordinates with HR for the interviewing, hiring, training, and disciplining of staff. Assigns and prioritizes workloads.
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Works with Administrative Director and any applicable clinical supervisors to evaluate performance of direct reports, and coordinates processing of administrative staff salary changes and merit reviews in Peoplesoft.

Operations Management:

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Assists Admin. Dir. with the establishment and implementation of division systems, procedures, and policies. Ensures that such systems, procedures, and policies are followed.
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Initiate staff meetings with clinical staff to regularly discuss issues as they relate to efficiency, compliance, confidentiality, safety, billing, and other related topics.
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Works closely with external Hospital departments to ensure consistency and quality of practice/department access for clinicians, support staff and patients.
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Responds to and resolves customer complaints.
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Serves as point person for division environmental issues related to repairs, cleaning, directories, signage, security, etc. Establishes and enforces fire and safety regulations, following established protocols, and ensuring compliance with JCAHO, OSHA, HIPAA and Hospital guidelines.
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Serves as a resource for questions related to information systems. Arranges for hardware/software installation, troubleshooting, system access, etc.
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Evaluate no show, cancellation, wait times and other patient front-end quality of service indicators.
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Monitors monthly service statistics to evaluate clinic performance, and facilitates strategies for improvement in utilization.
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Conceptualizes and manages process improvement projects with input from clinical directors and supports population health improvement initiatives as needed.
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Assumes responsibility for or participates in special projects as assigned (primarily department-specific).
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Build and maintain ongoing working relationships with staff, clinical and physician members of the Practice to facilitate positive staff morale and support provider productivity.

Financial Management:

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Prepares and processes purchase orders as needed.
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Prepares and processes check request forms for payment of invoices.
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Collaborates closely with MGH and MGPO billing offices to ensure efficient billing practices.
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Manages specific aspects of clinic revenue cycle management, including oversight of front end payment collection, appointment status reconciliation, referral management, and prior authorizations for procedures & testing. Reconciles missing charges and facilitates resolution of billing issues/questions.
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Identifies and evaluates the means for improving costs, distribution of personnel and work schedules. Makes recommendations to the Clinical Director and Admin. Dir. for improvements.
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Review and analyze monthly practice expenses, including staffing & overtime, outside services, contracts, supplies, etc.
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Participate in the preparation & implementation of the operating & capital budgets

Minimum of a Bachelors Degree required

Minimum of 2-5 years of supervisory experience preferred

Prior health care experience

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.