Under the direction of the Sr. Administrative Director for the Division of General and GI (GGI) Surgery, the Practice Manager is responsible for the clinical day to day operations of the Weiner Center for Surgical Specialties at BWH and Surgical Specialties suite at BWFH as well as assistance with off site locations.
Ensure efficiency and productivity with respect to clinical functions. Allocates staff and monitors daily activity; assigns specific individuals to necessary tasks and sets priorities.
Responsible for hiring clinical staff, performing annual evaluations, and disciplinary action steps. Communicates with Administrative Director on Human Resource issues.
Monitor accuracy of registration, scheduling, and confirmation (billing) functions for outpatient services. Assists with training and orientation with respect to these functions. Make recommendations for improvements/enhancements to registration procedures.
Triage patient complaints for the clinic, working with appropriate personnel and resolving issue
Oversee schedule for all clinic physicians, including cancellations, changes, etc. Monitors physicians' schedules daily for errors in booking. Makes recommendations to physicians for adapting their schedules to improve patient access. Cancel/reschedule appointments in a timely manner.
Responsible for gathering data and reports on no shows, scheduling matters, telephones, outstanding dictations and asset utilization. Work with Administrative Director to identify and measure workflow areas in need for improvement.
Development and training of clinical staff to improve quality of patient experience. Identifies quality issues.
Demonstrates excellent discretion and judgment needed to act independently with decision-making responsibilities. Must be able to problem-solve independently and provide communication to the Administrative Director.
Oversees ordering all necessary clinical supplies and equipment for the practice to insure the availability prior to their arrival. Ensures proper storage of clinical supplies and prevents waste.
Maintains patient confidentiality per hospital standards.
Assures compliance with BWH, BWPO, JCAHO, state and federal regulations.
All other duties as assigned. Cross-coverage as necessary. May include Administrative Manager or Administrative Manager.
Human Resource Responsibilities
Demonstrates knowledge of and oversees implementation of administrative and employee policies.
Responsible for selection, orientation and training of new practice staff.
Assesses employee performance, completing timely employee evaluations and providing counseling regarding performance, attendance etc.
Delegate duties to others in the division based on skills and workload.
Conducts staff meetings to keep employees informed.
Authorizes and monitors vacation requests, changes in work or lunch schedules, arranging for coverage as necessary.
Assures appropriate staffing and phone coverage to meet all needs. Assists with or provides coverage when staffing levels are not sufficient.
Serve as the clinic "SuperUser" for Epic and other systems. Participate in Project/Task force planning meetings for planning, implementation and/or new releases of all applicable systems.
Set up new users and disable expired and temporary accounts for Epic and other systems.
Responsible for training of Epic software for new employees as needed.
Liaison between telecommunications and Partners Help Desk to problem solve IS/telecommunications-based problems in the clinic.
Ensure all Epic appointment status updates are done in a timely fashion to account for all scheduled appointments: Arrived, No Showed, Canceled, Bumped, and Rescheduled. Assure proper flow of information for billing purposes.
Perform daily monitoring of all data entry by front desk staff to ensure all information has been entered into Epic.
Clinical and Medical Systems
Quality monitoring of office charts and pre-clinic chart preparation of on and off-site locations.
Cross-trained to cover front desk position and transcription/editing. Become familiar with other clinic administrative positions.
Manage the submission of all record requests, review. Work closely with Hospital Risk Management and HIS for compliance to all Hospital Policy, Regulations and Massachusetts Law regarding the creation, maintenance and fulfillment of all Medical Record requests.
Maintain office equipment and supply inventory.
Coordinates office maintenance and repairs.
Other General Responsibilities
Participates in special projects as assigned by the Administrative Director, maintains flexibility regarding workload and the needs of the division.
Acts as intermediary between physicians and staff.
Supervises the daily activities of 10 direct and indirect reports to ensure optimum performance.
Performs annual performance appraisals for all direct reports.
Counsel's employees on all performance and attendance related issues.
Prepares and approves weekly payroll for administrative staff.
Regularly reviews and updates employee job descriptions.
Interviews, hires and facilitates training all new employees.
Bachelor's degree with 3 years experience in operations of multi-specialty practice preferred
3 years experience with patient access and delivery systems, referrals and authorizations, billing functions and procedures, and/or financial analysis strongly preferred.
Excellent computer skills: proficiency with Microsoft Outlook, Word, and Excel; insurance approval process; and clinical service billing.
Demonstrated ability in project management and project implementation
Excellent organizational, analytical, time-management and problem-solving skills
Excellent written and verbal communication skills
Ability to communicate effectively with a socially diverse patient population visiting their physicians for conditions that may be life threatening, coping with anxiety and stress created in such situations.
Must understand and function effectively in a fast-paced challenging environment and communicate well with a group of physicians.
Proficiency with computers including word processing and data entry.
Customer Service skills.
Excellent interpersonal skills.
Ability to handle sensitive issues/information and employee relations in a positive and fair manner.
Ability to provide clear direction, organize, inspire and motivate staff to foster strong productivity.