Practice Manager- Waltham
Massachusetts General Hospital(MGH)

Job Info

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SCOPE OF POSITION

Receiving general direction from the Administrative Director and the Associate Chief of Pediatric Primary Care. This role holds first-line responsibility for the supervision of the clinical administrative team (6 FTEs currently) which includes oversight of the development of policies and procedures, data tracking and reporting, and back-up administrative coverage. The Practice Manager holds responsibility for management of logistics including scheduling, staffing, and assistance with practice staffing and capacity based on clinical schedules. A key part of this role will be the review of clinical workflows and identification of opportunities for process improvement to allow for smooth operations and efficient use of space. Works with the Physicians and other clinical staff members to ensure a quality-based, patient-oriented flow of work. Drawing on a broad understanding of Hospital and physician practices and policies and displaying a high degree of initiative and independent judgment, the incumbent will continually assess and direct a wide range of practice issues. Requires discretion and judgment to organize priorities, complete tasks, and handle confidential patient information. The position involves coordination of responsibilities related to practice management, patient care, administrative, and clinical research.

Additionally, the Practice Manager serves in a key role as an operational lead supporting the Administrative Director on special projects as needed and working in collaboration with other program staff. An experienced practice manager with knowledge of EPIC, scheduling templates, policies, and compliance, as well as strong practice management experience, will be best positioned to succeed in this role.

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.

MANAGES DAY-TO-DAY PRACTICE OPERATIONS

• Is responsible for the efficiency of the financial aspects of the units' front desk operations: reception and registration functions; phone systems; patient flow; appointment scheduling.
• Addresses practice access issues with clinicians and support staff. Works with the MGfC Access Center and other access and customer services teams at MGH and MGB to ensure consistency and quality of access. Responds to and resolves customer complaints.
• Ensures clinical and operational practice and guidelines are implemented, maintained, and routinely monitored
• Collaborates with practice staff regarding environmental issues related to repairs, cleaning, directories, signage, security, etc. Enforces fire and safety regulations for the center, following established protocols, and ensuring compliance with JCAHO, OSHA, and Hospital guidelines.
• Work with Administrative Director and MGfC management and staff to establish off-site satellite clinics and then collaboratively manages the operational needs for each respective site, as necessary
• Works with all practice staff to support the care and needs of all the patients we serve with emphasis on working to close performance gaps among operations related to supporting diverse patient populations.

BILLING AND SCHEDULING OVERSIGHT

• Provide a system of communication for physicians and staff to indicate problems related to scheduling and billing issues.
• Work with and hold accountable the administrative staff responsible for ensuring that appropriate third-party payer referral/authorizations are in place prior to a patient's visit and that all required worker's compensation authorizations are obtained in a timely manner by personnel.

Compliance and Education

• Maintain up-to-date knowledge regarding changes in billing, insurance and compliance requirements and amend documentation requirements appropriately.
• In cooperation with the clinical and support staff, develop and on a regular basis update the patient education materials that discuss medical care issues and available support services in collaboration with the MGfC patient education program manager.

Billing Issue Resolution

• Review practice EPIC reports to monitor encounter completion, referral completion and other practice operational performance indicators. Resolve these issues regularly and timely.
• Act as first point of contact for the billing staff to resolve all billing issues, including patient complaints.

Tracking & Reporting

• Monitor and review billing metrics with Practice and Department leadership on a regular basis. Ensure resolution of correctable billing deficiencies.
• Participate in billing meetings on a regular basis and participate in staff meetings, educational sessions, or other meetings as required.
• Partner with the billing compliance team to conduct reviews and provide re-education opportunities.

EXPENSE PROCESSING AND TRACKING

• Oversee purchasing, invoice payment, and employee reimbursement practices in compliance with MGH/MGB policies.
• Reviews all supporting documentation for accuracy/appropriateness.
• Oversee purchasing, invoice payment, and employee reimbursement practices in compliance with MGH/MGB policies.
• Monitors through online reporting any outstanding transactions to facilitate closure.
• Prepares and processes purchase orders as needed; ensures maintenance of an inventory of supplies for general use. Primary contact for all practice purchases.
• Work with nursing staff to maintain procedures for ordering medical supplies for the clinic.

PERSONNEL/SUPERVISORY RESPONSIBILITIES

• Builds and maintains ongoing working relationships with staff, clinical and physician members of the practice to facilitate positive staff morale. Works to support a positive workplace culture that values teamwork, equity, and diversity.
• Provides direct supervision to and is responsible for the conduct, operations, and results of the clinical and non-clinical staff in designated areas. Coordinates with Human Resources for the interviewing, hiring, training, and disciplining of all personnel. Assigns and prioritizes workloads; evaluates and standardizes office procedures and effectively troubleshoots and resolves issues as they arise. Ensures that cancer center leadership both clinical and administrative are apprised of issues related to support staff.
• Manages weekly staff timekeeping in compliance with institutional policies, while working with payroll and Administrative Director to resolve payroll issues as needed.
• Under the direction of the Administrative Director, oversees staffing schedules and makes daily staffing decisions and provides coordination and oversight of staff for the practices to ensure suitable clinical and administrative coverage.

ADMINISTRATIVE & RESEARCH RESPONSIBILITIES

• Meets regularly with practice leadership team and divisional leadership team to review ongoing projects and practice issues.
• In collaboration with the practice, MGfC leadership and the MGfC communications team prepares Program Marketing Materials and Web site information.
• Works with physician and clinical staff of the program to develop/provide patient education materials to the patients seen by the practices.
• Works with practice leadership team to identify, establish, and update office policies and procedures.
• Participate in the budgeting process, as requested/required by Administrative Director and MGfC leadership.
• Regularly review and disseminate as appropriate statistics on patient volume, patient throughput, billing, and other statistics on a routine basis to Administrative/Executive Director
• Perform/coordinate special projects as assigned by the Administrative Director, Associate Chief or MGfC Executive Director.
• Supports projects and the Division Quality Champion in advancing the quality and safety efforts within the division.

Qualifications
EDUCATION: Specify minimum education and clearly indicate if preferred or required

• Bachelor's Degree required.
• Master's Degree / Degree Candidate in business administration, health care administration, or related field preferred.

EXPERIENCE: Specify minimum creditable years of experience and clearly indicate if preferred or required

• Minimum of 5 to 7 years of directly related experience.
• Minimum of 2 years prior supervisory experience.

SKILLS/ABILITIES/COMPETENCIES REQUIRED: Must be realistic, objective, measurable and related to essential functions of this job.

• Strong sense of fairness in dealing with personnel at subordinate, peer, and superior levels.
• Must have the ability to be function in a fast-paced environment and manage competing demands effectively.
• Knowledge of organization policies, procedures, and systems
• Knowledge of and dedication to highest customer service standards
• Skill in providing support, directions and development to staff and delegating.
• Skill in gathering, analyzing, and presenting data
• In-depth understanding of all pertinent insurance regulations, HCFA documentation requirements, and billing procedures and with knowledge of ICD-10 CPT coding, and medical billing.
• Effective interpersonal / communication, organizational, and analytical skills, and the flexibility to handle multiple tasks and deadline pressures are critical.
• Basic PC skills (MS Office, Windows). Prior experience with MGH systems (EPIC, Kronos) helpful but not essential.
• Supervisory skills to lead and grow team leads for clinical and operational areas.

SUPERVISORY RESPONSIBILITY (if applicable): List the number of FTEs supervised.

• Minimum supervision of 6 administrative, clinical ancillary, and clinical Support Staff
• The Practice Manager is expected to hire, train, and supervise office staff, medical assistants, and ancillary staff.

WORKING CONDITIONS: Describe the conditions in which the work is performed.

• Work is performed on-site in an office and clinical environment. 36-hours standard work schedule.

EEO Statement
Massachusetts GeneralHospital is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, wechoose to lead. Applications from protected veterans and individuals withdisabilities are strongly encouraged.

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