Practice Manager
Massachusetts General Hospital(MGH)

GENERAL SUMMARY/ OVERVIEW STATEMENT:

The Practice Manager, under general supervision, works collaboratively with leadership to oversee the day-to-day operations and the supervision of the administrative staff. The Practice Manager would have direct supervision of the secretarial staff to include all human resource and operational topics. Provides cross coverage, as a member of the Practice leadership team, to manage staffing and/or operational issues, in a time sensitive manner.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Oversees the day-to-day performance of administrative support staff. Provides human resources management of staff in the hiring, training, and evaluation of employees.
• Assists Practice leadership with the establishment of policies, programs, and procedures for the department. Develops and provides training for staff on the administrative policies and procedures of the department and the hospital.
• Evaluates, develops, and implements various administrative systems and procedures designed to maximize the administrative workflow, thereby creating staffing efficiencies.
• Evaluates no show, cancellation, wait times and other patient front-end quality of service indicators.
• Works with Practice leadership to manage staff schedules. Evaluates daily staffing needs and coordinates replacement of staff to meet volume and provider productivity requirements within each area or unit.
• Develops, implements and/or coordinates staff education for both the personal and professional development of staff. This would also include organizing mandatory training, as outlined by the hospital, JCAHO, DPH, HIPAA or other governing guidelines.
• Oversees the management of the department's payroll , including the resolution of payroll issues.
• Collaborate, with PSCs I, II and III to provide support and assist in the resolution of patient/customer service issues.
• Participates in departmental preparation for JCAHO and other regulatory site visits, as outlined in the Standards of Practice. Ensures the physical environment is maintained.
• Ensures that HIPAA policies and procedures are fully implemented.
• Develops and leads special projects to support Practice goals and to meet hospital revenue, compliance, and patient satisfaction related topics.
• Builds and maintains ongoing working relationships with staff, clinical and physician members of the Practice to facilitate positive staff morale and support provider productivity.
• Identifies, monitors and resolves IS issues which impact the department's operation. Participates in the evaluation of IS equipment and systems as it impacts operations.
• Monitors patient billing activity to ensure compliance with revenue procedures. Supervises the Front Desk staff to monitor compliance with PACE Best Practice policies; collaborates with the PO or GH Revenue Control to monitor patient billing activity throughout the Revenue Cycle
• Obtain credentialing for all existing staff, incoming staff, and trainees. Work with appropriate constituents in the hospital to obtain staff credentials
• Participates in Department meetings and monthly Manager meetings
• Run monthly Department reports

Qualifications
SKILLS/ABILITIES/COMPETENCIES REQUIRED:

• Demonstrated strong interpersonal and communication skills
• Demonstrate strong oral and written communication skills
• Demonstrated ability to be flexible, highly organized, and thoughtful, in a fast paced, complex teaching hospital environment
• Demonstrated effective analytical and creative problem solver, which will support sound decision-making
• Demonstrated good computer skills and knowledge of office practice applications
• Demonstrated strong organizational skills
• Demonstrated high degree of initiative and independent judgment

EDUCATION:

• Bachelor's Degree in Business or Health Care Preferred

EXPERIENCE:

• Minimum of 3-5 years of healthcare experience
• Minimum of 2 years supervisory experience managing a diverse workforce

SUPERVISORY RESPONSIBILITY (if applicable):

• 3.5 FTE's

WORKING CONDITIONS:

• Will be working in the Behavioral Health Unit at the MGH Chelsea Health Center

EEO Statement
Massachusetts General Hospital 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.

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