Site: The Brigham and Women's Hospital, Inc.

 

At Mass General Brigham, we know it takes a surprising range of talented professionals to advance our mission—from doctors, nurses, business people and tech experts, to dedicated researchers and systems analysts. As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community.  We place great value on being a diverse, equitable and inclusive organization as we aim to reflect the diversity of the patients we serve.

At Mass General Brigham, we believe a diverse set of backgrounds and lived experiences makes us stronger by challenging our assumptions with new perspectives that can drive revolutionary discoveries in medical innovations in research and patient care. Therefore, we invite and welcome applicants from traditionally underrepresented groups in healthcare — people of color, people with disabilities, LGBTQ community, and/or gender expansive, first and second-generation immigrants, veterans, and people from different socioeconomic backgrounds – to apply.

 

Budgeted-Replacement

 

Job Summary

Reporting to the Senior Administrative Director and additionally receiving direction Pain Division Chief, this role entails practice management oversight for the clinical operations and administration, of the Pain clinical at 850 Boylston St., Chestnut Hill The role also provides supervision, back-up, and cross-coverage support for practice operations as required. The Practice Manager works with the clinical staff to ensure a quality-based, customer-oriented workflow. Drawing on a broad understanding of hospital/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.

The role requires discretion and judgment to organize priorities, complete tasks, and manage confidential patient information and involves coordination of responsibilities related to office management, patient care, and administration. The role is also responsible for conflict resolution with patients in the clinic or via telephone in real-time. The Practice Manager provides support as appropriate to help staff navigate challenging interactions with patients and resolve concerns of the providers, staff, and patients. This position also supports clinical efforts and programs within the practices.

The role collaborates with colleagues across other MGB Pain locations, including other BWH Pain sites and those located at Massachusetts General Hospital in developing best practices, standard workflows, and other improvement initiatives. With AMC department integration, the role may evolve to cross-cover across various sites.

Essential Responsibilities:

1. Patient-Focused Customer Service

· Lead initiatives to create an elevated level of customer service by collaborating closely with the providers and staff to create the ideal patient experience and environment.

· Incorporate patient-focused behavior into the daily workflow at our sites.

· Set and implement exceptional customer service standards and coach administrative and clinical staff to ensure that patient’s needs are addressed in a prompt and professional manner.

· Develop and track customer service metrics and report status to various internal groups monthly. Patient Satisfaction ambulatory scores and implement strategies to improve patient satisfaction.

· Responsible for quality improvement projects for the clinic operations at all our sites.

2. Clinical Operations

· Monitor the accuracy of registration, scheduling, and confirmation (billing) functions for outpatient services. Train and orient staff with respect to these functions. Make recommendations for improvements/enhancements to these functions. Conduct audits to ensure proper registration, scheduling, and confirmation procedures are being followed.

· Works actively as a “hands-on” manager in the clinic area. Assist the providers, staff, and patients during clinic sessions; ensure timely patient flow, see that proper forms are filled out, necessary patient information is secured, appropriate fees are collected for service, and patient inquiries are answered or referred to the correct individual.

· Work with the appropriate BWH/BWPO personnel to resolve all patient billing problems and inquiries relating to all services rendered.

· Triage patient complaints for the pain center, working with appropriate personnel and resolving the issues.

· Manage and monitor room utilization. Oversee schedule templates for all clinic physicians, including cancellations, changes, etc.

· Gather data and reports on registrations, scheduling matters, phones, managed care, and confirmations for presentation to the Administrative Director.

· Maintain patient confidentiality in accordance with hospital standards.

· Provides training and orientation for new hires; ensures all team members within the center are well-oriented.

· Provides operational data and dashboard, including interpretation to leadership on a consistent basis and as requested.

· Budget and fiscal responsibility, including consistent reporting and review of fiscal variances as requested by leadership.

· Participates in the development and implementation of policies and procedures consistent with the department and hospital policies and procedures.

· Monitor patient satisfaction and patient complaints to manage & motivate team in a continuous improvement culture.

· Proactively and constantly work with on-site and remote BWH, Mass General Brigham , or vendor-based resources to coordinate administrative, technical, and facilities support to ensure smooth operation, resolve issues (scheduling, facility, HR, patient flow/complaints, equipment, vendors) or support the Center’s various service lines as appropriate.

· Coordinate the resources to sustain a collaborative and “patient first” culture , coaching and re-training as needed.

· Assures appropriate staffing sufficient to provide effective service to patients and physicians. Continually evaluates staffing, assets, and resource utilization to improve efficiencies and service delivery and regularly reports this information to the Senior Administrative Director.

· Supervise direct reports; through collaborative communication exert influence over other areas to ensure positive, seamless patient experience and motivated team members.

· Develops and promotes the use of effective methods of communicating with administrators, physicians, managers, peers, trainees, and staff on a regular basis.

· Prepares and analyzes reports with statistics on activities such as volume and collections. Makes informed forecasts of volume and resource needs. Serves as resource for financial matters. Monitors expenditures, prepare variance reports.

· Oversees various administrative activities at the discretion of Division administrator and Medical Director.

· Has authority to direct and support employees’ daily work activities. Has the direct responsibility to undertake hiring, termination, corrective action, and performance reviews.

· Maintains an in-depth knowledge of the changing health care environment. Supports and implements programmatic initiatives for care improvement and cost reduction.

· Assures compliance with Mass General Brigham , TJC, OSHA, DPH and state and federal regulations. Ensures the regular performance of all audits and staff trainings required to support constant readiness. Where required, works with BWH Ambulatory Nursing and Pathology resources to implement, and oversee all point of service testing requirements including CAP and BWH lab policies and procedures.


3. Human Resources

· Maintain and administer current policies.

· Interview, select, orient, and train new staff.

· Assess employee performance, complete timely employee evaluations, and provide counseling regarding performance, attendance, etc.

· Conduct staff meetings to keep employees informed.

· Authorize and monitor vacation requests and changes in work or lunch schedules, arranging for coverage, as necessary.

· Collaborate with other administrative and clinical practice leaders to develop strategies to promote staff retention, growth, and well-being.

· Assure appropriate staffing and phone coverage to meet all needs. Assist with or provide coverage when staffing levels are not sufficient.


4. Office Management

· Maintain office equipment and supply inventory.

· Coordinate office maintenance and equipment repairs.

· Troubleshoot and provide support in the event of medical and office equipment failure. This includes contacting companies, scheduling service calls, and keeping service maintenance records.


5. Cross-Functional Leadership

· Assist the Senior Director/ Division Administrator with managing provider and staff schedules across all our Pain Center Sites. Manage the monthly vacation calendar, ensuring proper coverage for staff and physicians. Inform all stakeholders of coverage plans for providers and staff daily.

· Assist with leading the rollout of Pain, BWH and Mass General Brigham initiatives.

· Collaborates with colleagues across other MGB Pain locations, including other BWH Pain sites and those located at Massachusetts General Hospital in developing best practices, standard workflows and other improvement initiatives. With AMC department integration, role may evolve to cross-cover across various sites.

· Provide cross-coverage, as necessary.

· Complete all other duties as assigned.

 

Qualifications

· Bachelor’s degree in business or healthcare administration required; graduate degree strongly preferred.

· Minimum of 2-3 years of experience in the administration of health care services required.

· Previous 2+ supervisory experience required.

· Thorough understanding of medical terminology and knowledge of billing charges required.

SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:

· Exceptional customer service skills with the ability to create and maintain a professional atmosphere and exemplary level of customer service in a patient care area.

· Demonstrated ability to balance multiple initiatives and projects.

· Ability to multi-task and function effectively in a fast-paced, challenging environment.

· Ability to proactively approach complex and diverse patient interactions.

· Ability to work under minimal supervision.

· Excellent project management and project implementation skills.

· Excellent organizational, analytical, time-management, and critical thinking skills.

· Excellent written and verbal communication skills, including the ability to communicate effectively with providers, staff, and patients.

· Excellent interpersonal skills.

· Proficiency with computers, including word processing and data entry. Ability to quickly learn and effectively use BWH-specific systems.

· Extensive knowledge of CPT and ICD-9/ICD-10 coding.

· Knowledge of insurance requirements including Medicare, Medicaid, HMO, and fee-for-service billing. In-depth understanding of referral and authorization process for third-party payers.

· Ability to manage sensitive issues/information, including personnel matters, in a fair and discrete manner.

· Ability to provide clear direction, inspire, and motivate staff to foster strong productivity.

WORKING CONDITIONS:

· Hospital-based ambulatory practice. Normal patient environments where there are some exposures to communicable diseases, unpleasant odors, needles, and blood products.

· Ability to work early and/or late hours is necessary due to clinic needs.

· This role is based 100% on-site.

SUPERVISORY RESPONSIBILITY:

· Up to 15 FTEs

FISCAL RESPONSIBILITY:

· Responsible for daily oversight of co-payment and fee-for-service cash collection, in compliance with department policies and procedures. This includes daily reconciliation and deposits.

· No direct budgetary responsibility. Must be aware of the expenses associated with ordering clinical and office supplies and make recommendations for potential cost-efficient measures.

 

Additional Job Details (if applicable)

 

Remote Type

Onsite

 

Work Location

850 Boylston Street

 

Scheduled Weekly Hours

40

 

Employee Type

Regular

 

Work Shift

Day (United States of America)

 

EEO Statement:

The Brigham and Women's Hospital, Inc. 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.

 

Mass General Brigham Competency Framework

At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.