Practice Manager

GENERAL SUMMARY/ OVERVIEW STATEMENT:

Brigham and Women’s Hospital is dedicated to:

·       serving the needs of our local and global community

·       providing the highest quality health care to patients and their families

·       expanding the boundaries of medicine through research

·       educating the next generation of health care professional

Brigham and Women’s Hospital is committed to putting every patient first. Every employee plays a role in providing a positive impact on patients and the care they receive at Brigham and Women’s Hospital. Your work will be distinguished by the delivery of high-quality and safe patient care, respect and dignity in all interactions with patients, families and colleagues and by customer service excellence.

All employees are expected to embrace this commitment and demonstrate behavioral competencies in the following areas:

People: Focus on serving the community through collaboration and respect

Self Management: Accountability, professionalism and commitment to growth and development

Organization: A commitment to quality, service and exceptional performance

Meeting these expectations is key to the success of your department and the organization.

The Practice Manager for the Divisions of Otolaryngology (ORL) and Oral Medicine is responsible for the oversight of the daily activities of the Division of ORLs main campus and Faulkner clinic in addition to the Division of Oral Medicines main campus clinic. The Practice Manager optimizes the efficiency of multi-faceted ambulatory clinics by coordinating the allocation of resources and the activities of their professional staff and support team.

The Division of ORL is a diverse clinic with outpatient appointments, clinic procedures, surgical scheduling, audiology/hearing testing, voice and other related services. Providers include 14 faculty, 10 Audiologists, 5 Speech and Language Pathologists, 4 Nurse Practitioners and 1 Physicians Assistant who all have clinical schedules as well as coverage of patient phone calls and follow-up. Staff include 1 Lead Medical Practice Assistant, 8 Medical Practice Assistants, 1 Practice Assistant, and 3 per diem Medical Practice Assistants.

The Division of Oral Medicine is a specialty clinic with outpatient appointments, and clinic procedures. Providers include 4 full time faculty and one part time faculty, and 6 residents. Staff include 1 Supervisor, 1 Administrative Coordinator, and 2 Dental Assistants.

The Practice Manager is ultimately responsible for creating a welcoming environment for all stakeholders, both internal and external. This critical position also leads with a patient-first service approach, while supporting staff, developing discussions, and continuously improving operations to the benefit of patients, employees, and clinical providers.

This is done in partnership with ORL and Oral Medicine leadership which includes the Division Chiefs and Sr. Administrative Director. The Practice Manager oversees the Supervisor, Lead, Front Desk and Medical Assistant roles for both divisions. The position reports directly to the Sr. Administrative Director.

  PRINCIPAL DUTIES AND RESPONSIBILITIES:

Overall Division Operations and Administration:

• Oversees day-to-day operations including operational and tactical management of all staff
• Acts in fiscally responsible ways with an eye towards budget management
• Assists in creating schedules and monitoring space utilization by managing our Epic templates and clinic grid
• Creates strong systems of accountability for all team members
• Ensures compliance with all regulatory bodies including The Joint Commission
• Fosters an open door environment where feedback is always welcome
• Monitors workflows for process improvement opportunities
• Develops systems and processes that satisfy the operational needs, standards, scheduling protocols
• Problem solves in real time for both patients and providers
• Provides supportive “troubleshooting” to patient representatives and clinical service area administrative and clinical management on complex patient/family situations and complaints.
• Partners with leadership across all role groups on various new initiatives
• Builds strong working relationship with vendors and internal stakeholders such as our Central Processing Department
• Participates in departmental and organizational meetings and/or improvement committees
• Learns basic functions of our administrative team to provide back up as needed
• Responsible for all financial management of the clinic

Clinic Practice Operations:

·       Responsible for developing, implementing and supervising clinical practice processes and systems to foster high quality care and patient experience. Leads collaborative activities within the division clinics. Works closely with the Sr. Administrative Director to put systems in place and provide on going evaluation.

·       Manages the processes to ensure efficient scheduling, registration, referrals, and authorization management and inbasket management.

·       Works to implement, evaluate, and improve revenue cycle processes related to registration, referrals, and authorization management to ensure optimal reimbursement for the division. Reviews and analyzes dashboards on all clinical practice activities, volume statistics, satisfaction measures, denial / write off trends, and other matrices to improve practice performance.

·       Partners with clinical leaders of our embedded programs (voice therapy, audiology, Oral Med residency program) to ensure continuity of care.

·       Responsible for all Joint Commission related initiatives within the division. Responsible for ongoing monitoring of all compliance issues

·       Interacts with Patient Family Relations and patients / family members in courteous and sensitive manner to help resolve issues.

·       Coordinates equipment purchases and ensures that all equipment in the division is adequately maintained.

·       Attends hospital wide leadership meetings to ensure we are compliant with ambulatory policies, and initiatives.

Human Resource Management:

·       Responsible for overall management of clinic support staff. Involved in clinical and administrative activities for both clinics, with emphasis on clinical effectiveness, efficiency, and patient / provider experience. Responsible for meeting service and customer service standard.

·       Organizes and oversees work schedules and assignment of work to meet operation demands of the division. Develops and implements procedures to ensure efficient processing and allocation of work related to clinic support.

·       Performs the necessary hiring, orientation, performance evaluations, coaching and as needed termination of staff for the division.

·       Completes weekly payroll, annual performance evaluations, and ensure mandatory HR screenings and trainings are completed in a timely manner for the designated division staff.

·       Oversees any additional staff as needed.

·       Meets regularly with staff in group and individual settings to foster a positive work environment and continue to evaluate staff needs.

Financial:

·       Ensure appropriate inventory of supplies, requisitions and equipment for the practices.

·       Coordinates the processing of purchase orders and check requests

·       Assist with the process of budget forecasting for expenses incurred and anticipated

·       Plan, implement and manage space, equipment, supplies, phone, and other needs within the practices

  QUALIFICATIONS

Level of education required:

·       Bachelors degree required. Masters degree in related health care field is preferred.

Work experience required:

• Minimum of 3-5 years of progressively responsible management positions in a healthcare setting.
• 5 years of experience in customer service development, training and implementation.

  SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:

Technical skills required:

·       Knowledge of practice operations and standards.

·       Thorough understanding of insurance and billing requirements.

·       People Management experience with a strong capacity to recruit and develop staff

·       Effective communication to maintain positive working relationships with Division Chiefs, Sr. Administrative Director, physicians, staff, and patients

·       Strong written and presentation skills

·       Strong customer services skills in a high-volume setting

·       Systems skills including Microsoft Office Suite, and EPIC is preferred

·       Initiative and ability to work independently and lead/work in teams