Admin Dept/Program Admin

Basic Qualifications

• Bachelor's degree or equivalent work experience.

• Experience in an ambulatory healthcare setting with a minimum of 3 years' experience including supervisory responsibilities.

Additional Information

• Harvard University requires a pre-employment reference and background screening.

• Harvard University is unable to provide work authorization and/or visa sponsorship.

• This position has a 90-day orientation and review period.

Position Description

DUTIES AND RESPONSIBILITIES:

• Supervises and manages designated administrative health assistant staff in the administrative tasks including patient billing and registration, appointment scheduling, referrals, and check-in and check-out

• 20%

• Responsible for ensuring appropriate coverage and adequate staffing including completion of the monthly and daily schedules

• 30%

• Supervises and monitors staff performance, including coaching and mentoring, conducting counseling and discipline meetings, and conducting 90-day and annual staff performance appraisals

• 15%

• In collaboration with the Practice Manager, responsible for recruiting, hiring, orienting, and managing daily work direction of administrative staff

• 5%

• Responsible for the support staff schedule and makes assignments ensuring appropriate staffing levels

• 5%

• Oversees onboarding of support staff

• 3%

• Compiles and analyzes patient volume and flow information, and forecasts and adjusts clinic needs accordingly

• 2%

• Manages billing and registration processes and assists with training and orientation with respect to these functions

• 3%

• Facilitates the distribution of patient experience data to the physician leader and nurse leader

• 1%

• In collaboration with the Practice Manager, develops and implements cost-effective operational adjustments as appropriate to enhance clinic efficiency and participates in the preparation of the annual operating budget

• 3%

• Manages physical space and resolves issues with appropriate departments/individuals

• 3%

• Oversees maintenance of office equipment, appropriate supply inventory, invoice approvals and processing

• 1%

• Manages and evaluates phone system and troubleshoots computer issues affecting staff and clinicians

• 2%

• Ensures all patient/customer complaints related to appointments and patient flow are handled in a complete and timely manner

• 1%

• Leads staff meetings

• 3%

• Oversees telephone performance including response time, abandoned calls and language of care standards

• 3%

• Performs payroll duties, including managing requested time off.

• Oversees clinician schedules, ensuring work exceptions are reflected in schedules.

COLLABORATES EFFECTIVELY WITH AND SUPPORTS:

• The Practice Manager, departmental Physician Leader (s) and Nurse Leader to support departmental response to unusual clinical occurrences.

• The Practice Manager, departmental Physician Leader(s) and Nurse Leader to ensure ongoing compliance with DPH and AAAHC licensure and other regulations for the department.

COMPLIANCE:

• Adheres to the expectations and professional responsibilities of the department.

• Employs the standards, practices, and procedures of the department.

• Completes and complies with HUHS training requirements including HIPAA Privacy and Security.

• Reports non-compliance incidents to the supervisor, manager, Compliance Officer, and/or Director of Healthcare Quality and Patient Safety.

Job Summary

Reporting to the Practice Manager of Internal Medicine and Urgent Care, the Assistant Practice Manager provides day-to-day managerial support and oversight of the administrative support staff and is responsible for the efficient flow of the operational aspects of patient care. In collaboration with the Practice Manager, Physician Leader, and Nurse Leader in Internal Medicine and Urgent Care, the Assistant Practice Manager oversees and supports the day-to-day operations of the department including: scheduling of administrative and clinician staff; monitoring service to support excellent patient experience and the smooth functioning of the department; ensuring compliance with policies/procedures/protocols supporting operations; managing and ensuring the effectiveness of support systems including phones, supplies, computers, EMR, space, and other facility issues. In collaboration with the Practice Manager, Physician Leader, and Nurse Leader, they develop and support the implementation of changes in workflow processes, systems, and staffing, as appropriate, to support improvement activities related to care processes, quality, safety, and patient engagement throughout the department. Works independently to resolve issues in a timely manner. Serves as an immediate resource for patients/customers intervening with complaints related to appointments and patient flow. Ensures compliance with HUHS standards, AAAHC accreditation standards, and all relevant regulatory requirements.