Practice Manager

Basic Qualifications

• Bachelor's degree with 7-10 years of managerial experience in clinical ambulatory care operations.

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 CONTINUED

COMPLIANCE:

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

• 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, and/or Compliance Officer.

FINANCIAL:

• Prepares yearly operating and capital budgets in accordance with established guidelines.

• Monitors and analyzes departmental budgets and actuals for variances. Alerts Administration to events that could result in year-end budget variances. Adjusts spending to meet budget targets.

• Continually reviews department budgets in relation to departmental and HUHS performance and needs. Identifies cost-effective measures and interventions, implementing them with appropriate approvals, smoothly and effectively. Develops a long-term financial strategy.

LEADERSHIP/MANAGEMENT:

• Vision/Strategic Thinking: Collaborates with BH and CAMHS leadership team to create a vision for the department that is consistent with HUHS vision and strategic plans and priorities. Collaborates with BH and CAMHS leadership team to develop short- and long-range goals and objectives for the department and monitors progress using data. Considers a broad range of internal and external priorities when solving problems and making decisions. Effectively communicates vision verbally and in written form.

• Managing Performance: Provides on going supervision to staff and provides regular performance feedback. Conducts timely 90-day evaluations and performance reviews for staff per HUHS guidelines. Coaches and mentors staff.

• Developing Others: Plans and supports the development of individuals' skills and abilities so that they can fulfill current or future job/role responsibilities more effectively.

• Teamwork: Works effectively with team/work group, including those outside formal reporting line, to accomplish organizational goals; takes actions that respects the needs and contributions of others. Fosters a positive attitude among staff. Creates and contributes to departmental and HUHS wide teamwork by motivating staff to work effectively together to improve processes.

• Building Rapport & Relationships: Initiates and develops relationships with others as a key priority; treats others with respect; actively listens to ideas; is approachable. Demonstrates self-awareness by perceiving one's impact on others and perceiving and reacting to the needs of others.

• Staffing: Maintains adequate staffing service levels for all areas of responsibility. All new staff including temporary and casual staff are orientated within the established time frame.

• Change: Anticipates change and effectively helps others move through the change process.

• Problem-solving: Identifies and clearly defines problems, evaluates and weighs alternatives, works effectively to remove barriers and implements solutions. Measures the impact of implemented process to ensure target state is met.

• Political Savvy/Conflict Resolution: Develops effective give and take relationships with others; understands the agenda and perspective of others; recognizes and effectively balances the interests and needs of one's own group with those of other groups. Resolves conflicts effectively and supports decision.

• Initiative: Demonstrates initiative and contributes to HUHS wide goals by being creative, collaborative, and service oriented as well as by participating in HUHS committees on performance improvement projects.

• Diversity: Appreciates and leverages the capabilities, insights, experiences and perspectives of all individuals; works effectively with individuals of diverse style, ability, and motivation.

Job Summary

Under the supervision of the Director of Practice Operations and in collaboration with the Counselling and Mental Health Services (CAMHS) & Behavioral Health (BH) Chiefs of Service, the Practice Manager is responsible for the day-to-day business, administrative and operational activities, and initiatives of the CAMHS and BH, at Harvard University Health Services (HUHS). This includes oversight and management of approximately 5 support staff both on-site and remotely, managing schedules/templates for approximately 60 providers, planning and monitoring department budgets and P&Ls for CAMHS and BH, creating and maintaining key performance indicators and sharing performance with department members, and creating an environment to engage all staff in continuous improvement of CAMHS and BH in the areas of people, safety/quality, access to care, and efficiency. The Practice Manager has overall responsibility for ensuring that operating systems are in place to support an outstanding patient/student experience and a workplace where all staff are thriving In addition to direct clinic functions, the Practice Manager works collaboratively with leadership throughout the organization on projects that directly impact organizational goals and priorities.

DUTIES AND RESPONSIBILITIES:

• Facilitates and enhances the delivery of patient care.

• Supports and implements the mission, goals, and objectives of HUHS.

• Leads and participates in process improvement initiatives.

• Demonstrates an exceptionable ability to listen without bias, think critically to discern the key salient points.

• Creates and reviews department budgets in relation to departments and HUHS performance and needs.

• In collaboration with Chiefs, develops, implements, and evaluates CAMHS and BH department policies and procedures and ensures they are consistent with HUHS and university policies.

• Supervises CAMHS and BH support staff and Assistant Practice Manager, including recruitment and orientation of new staff, creation of ongoing training and professional development, coaching and counseling and evaluation of performance. Collaborates with HR as necessary.

• Assists Chiefs in developing, monitoring, and implementing performance and service standards through use of Key Performance Indicators (KPIs) and tying performance to daily improvement efforts.

• Provides routine reporting on practice operations to administration and service chiefs.

• Provides and analyzes data to improve performance in the areas of people, quality and safety, delivery and service, cost and growth.

• Collaborates with the CAMHS/BH leadership team to ensure effectiveness of processes and operations across departments.

• Proactively cultivates a patient-centered environment that ensures consistent high-quality care and an exceptional patient experience.

• In collaboration the Chiefs, promotes team-building and effective communication at all levels.

• Integrates CAMHS and BH operations with other clinical and non-clinical areas at HUHS to ensure warm pass offs between services.

• Develops and oversees a functional schedule for administrative support staff and clinicians working in CAMHS and BH.

• Maintains personnel and payroll records of support staff. Manages attendance records for staff.

• Contributes to planning and implementation of new and special programs and procedures to meet changing needs.

• Performs special projects as requested or necessary.