Community Behavioral Health Practice Manager/ Brookside Community Health Center

GENERAL SUMMARY/ OVERVIEW STATEMENT: Summarize the nature and level of work performed.

Brookside is a licensed Community Health Center of Brigham and Women's Hospital and provides multi-disciplinary,

comprehensive care with services in a range of medical areas including Adult, Family and Pediatric Primary Care,

OB/GYN, Family Planning, Dental/Oral Surgery, Nutrition/WIC, Behavioral Health, and Specialty Medicine (Cardiology,

Pulmonology and Nephrology). Brookside also has a laboratory on site, Financial Counseling and Community Resource

Specialists. Each year, more than 11,000 patients from Jamaica Plain, the city of Boston and surrounding areas use these.

services, producing more than 69,000 visits to Brookside each year. Most of Brookside's patient population are Spanish speaking.

and socioeconomically under-resourced. The health center's services, guided by equity, are provided by a

bilingual English/Spanish medical and professional staff. Brookside is a teaching site for Harvard Medical School, Mass

General Institute of Health Professionals School of Nursing, Harvard Dental School, Boston University Dental School, as

well as other Boston area health care professional programs.

The Community Behavioral Health Practice Manager for Family Services will be responsible for the overall management of the Family Services Department.

• Brookside's Family Services Department is a behavioral health department that serves both adults and pediatric patients. In collaboration with the Family Services team and under the direction of the Executive Director, the Practice Manager is responsible for embracing and supporting a vision to create and support the Family Services staff to provide advanced and collaborative patient and family-centered care

• The Practice Manager is charged with motivating and leading staff to carry the Brookside vision forward, assuring that high-quality services are provided to patients in an environment that meets all health center/Brigham and Women's Hospital and regulatory standards.

• The practice manager will directly oversee all support staff and assume responsibility for all operational functions of the practice.

• The Practice Manager will oversee the day-to-day operations and the administrative oversight.

• The Practice Manager is responsible for participating in the design and subsequent implementation of all clinical and administrative operations to deliver integrated, patient-centered care.

• The Practice Manager will work closely with administrators and/or practice managers in each of the departments that are part of the health center's clinical departments to ensure that department practice standards and needs are met.

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.

• Participates in the ongoing administration of the Family Service Department, including interviewing, hiring, training, and developing a diverse multidisciplinary staff. Directly responsible for the Family Services Department Staff

• Works closely with Program Directors across Brookside to ensure collaboration and support.

• Works with the staff to build an effective team.

• Regularly evaluates and provides feedback to support staff and practitioners. In collaboration with the Executive Director makes thoughtful and well-informed decisions concerning hiring and personnel matters as appropriate. Reports on-going problems and seeks guidance as needed. Completes new staff orientation, 90 -day reviews and annual evaluations.

• Identifies training needs, and assists with training of staff and students, particularly on Electronic Health Record system, Microsoft Word, and Outlook. Ensures staff proficiency.

• Oversees all practice operations. Organizes and oversees work schedules for optimal utilization of staff to meet the patients' needs. Develops and implements appropriate systems, policies and procedures to ensure efficient processing of work. This will include monitoring of Time-Off Banks, CME budgets, submitting monthly reports and is Kronos default manager, as needed.

• Participates in the continuous improvement of all processes.

• Works with the entire team to create a patient experience which is patient-centered, of uniform high quality, and safe. Monitors and improves customer satisfaction and patient activation. Interacts with patients in a courteous and sensitive manner. Resolves patient issues by working with staff, upper management and/or providers, followed by identifying and correcting underlying system problems.

• Facilitates a good working relationship between the patients, practice staff, the clinicians, the community, system hospitals, and the Brigham and Women's Hospital.

• Assists in the development of operating budget and monitors productivity to ensure goals are met.

• Understanding of billing and coding practices. Develops, implements, and evaluates all needs of the practice related to billing and coding. Works closely with staff to ensure correct coding and billing and seeks their assistants in resolving billing issues. Works with Administrative Director to ensure insurance enrollment is current.

• Implements relevant information systems, ensuring accuracy of data input. Provides input and feedback regarding improvements and changes to systems.

• Along with the practice leadership is responsible for ensuring the practice's compliance with Hospital, Department of Public Health, and Joint Commission standards and policies.

• Continuously monitors the department's physical environment. Identifies problems and coordinates activities as needed to maintain the physical integrity of the practice.

• Is a member of the health center leadership team. Works in a collaborative and collegial manner to foster team efforts with other directors and across the health center

• Take a lead in seeking grant funding opportunities, writing proposals and management commitments and budgets.

• Organizes, manages and collaborates with the team to support program, groups and activities.

• Oversees day to day operations of Integrated Behavioral Health, including scheduling and communication with the medical department.

• Manages students process, including communication with schools, interviews, on-boarding and on-going training needs

QUALIFICATIONS: (MUST be realistic, neither overstated nor understated, and related to the essential functions of the job.)

• Bachelor's Degree in Human Services or related field preferred.

• 3 years of practice coordinator or practice manager experience in behavioral health strongly preferred

• Previous administrative experience and at least 3 years' supervisory and management experience strongly preferred either in an academic healthcare environment or behavioral health.

• Demonstrated desire and experience working with ethnically diverse populations

• Bilingual English/Spanish strongly preferred.

SKILLS/ ABILITIES/ COMPETENCIES REQUIRED: (MUST be realistic, neither overstated nor understated, and related to the essential functions of the job.)

• Must be patient-centered and customer focused

• Must understand what it means to be a Trauma Informed Practice

• Must be able to build effective teams, including harnessing the diversity of all members of the team and coordinating their ongoing professional development.

• Experience with LEAN or other forms of rapid cycle improvement is strongly preferred.

• Must have strong interpersonal and organizational skills.

• Must have strong financial and analytic skills.

• Must have the ability to recognize and solve problems, including identifying and fixing their root causes.

• Must be able to handle, in a professional manner, a heavy and diverse workload in a dynamic healthcare environment, including dealing with multiple competing priorities.