Practice Manager - Obgyn Infertility & Procedural

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

Reporting to the ambulatory Administrative Director, the ambulatory Practice Manager is responsible for the management of the administrative support staff and operational management of his/her assigned practices within the Department of Obstetrics and Gynecology. Currently, the practice portfolio includes Center for Infertility & Reproductive Surgery (CIRS) / IVF Division (open 7 days a week) and Family Planning Center (FPC - Abortion Services).

FPC division provides first and second trimester abortion care services, management of miscarriage, pregnancy loss or abnormal pregnancy, insertion and removal of intrauterine contraceptive (IUDs) for women who require anesthesia or ultrasound guidance for these procedures. (https://www.brighamandwomens.org/obgyn/family-planning/family-planning-services)

CIRS/IVF division are national leaders in reproductive medicine, we offer all available procedures and services approved in the U.S., including, IVF, elective egg freezing surrogacy services, fertility for center patients, embryo freezing, and egg donation.

( https://infertility.brighamandwomens.org/?cmp=cirrp)

Drawing upon a broad understanding of hospital practices and policies and displaying a high degree of initiative and independent judgment, the manager will continually assess and direct a wide range of programmatic issues directly related to daily operations.

In addition to the Ambulatory Operations Director, the practice manager will work closely with the department's nursing director, medical and division directors, the other department Practice Managers toward service excellence for our patients and a healthy and enriching work environment for our staffs.

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.

A. Operations

• Oversees all day-to-day assigned practices' operations.

• Responsible for overall coordination of support staff as it relates to physician support, registration, appointment scheduling, customer service, sensitivity to patients and/or family members, work schedules and coverage.

• Plans assigns and evaluates work of front end and procedural support staff.

• Responsible for all appointment scheduling functions.

• Facilitates efficient patient flow through the practice and is accountable for any patient related issues or concerns.

• Assists providers with provider schedules and template changes.

• Demonstrates and mentors staff members to be patient centered within their interactions, customer service, general communication and emphasizing good organizational skill management.

• Maintains positive relationships with all providers and meets with them on a regular basis concerning assignments, equipment, projects, policies and procedures.

• Responsible for all unit orientations, training and visitor management.

• Implements process improvement strategies while engaging staff members to enhance and improve efficiencies.

• Holds regularly scheduled work-team meetings and maintains minutes.

• Acts as a resource regarding the enforcement and practices of departmental policies and procedures.

• Responds to and advises on a variety of inquiries and applies knowledge of established operations.

• Responds to and resolves immediate problems within the department. Reports on-going problems to the Ambulatory Operations Administrator.

• Represents the department at various meetings and hospital forums.

• Continuously monitors the practice physical environment and identifies problems and seeks resolution. Maintains cleanliness and physical integrity.

• Ensures staff proficiency in all hospital based and approved systems.

• Determines implements and evaluates any and all needs of the practice.

B. Human Resources

• Direct manager for the ambulatory practice ~15 support staff, including Practice Assistants, Medical Assistants, Practice Coordinators, Surgical Schedulers, Surgical Technicians, and Unit Coordinators.

• Responsible and in collaboration with Operations Manager for hiring, corrective action and overall human resource management.

• Facilitates a strong working relationship between support staff and physicians.

• Work with and mentor support staff to foster teambuilding. Prepares performance plans, conducts annual performance appraisals and establishes ongoing feedback mechanism for staff.

C. Billing Operations

• Works closely with managed care, coding team, and professional billing to capture all copay, deductible and all other applicable charges.

• Manage prior authorizations and referrals to ensure insurance eligibility is screened by front end staff.

D. Regulatory Compliance and Activities

• Works with Ambulatory Operations Administrator and Nursing Director to maintain a state of regulatory compliance and Joint Commission readiness in all practices.

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

• Bachelor's degree required, Master's degree highly preferred.

• Highly preferred bilingual in second language (Spanish, French, Arabic etc..)

• Minimum of 3-5 years in operational/practice management in a clinical setting at an academic medical hospital.

• Minimum of 3-5 years people management experience with ~20 direct reports.

• Knowledge of business environments, sales and/or customer service experience

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

• Excellent interpersonal and telephone skills - verbal and written

• Knowledge of medical terminology

• Computer literacy

• Strong organizational, analytical and problem solving skills (critical thinking)

• Ability to multi-task

HOSPITAL WIDE RESPONSIBILITIES: These are required of all staff, regardless of position. Do not remove these standards.

Works within legal, regulatory, accreditation and ethical practice standards relevant to the position and as established by BWH/Partners; follows safe practices required for the position; complies with appropriate BWH and Partners policies and procedures; fulfills any training required by BWH and/or Partners, as appropriate; brings potential matters of non-compliance to the attention of the supervisor or other appropriate hospital staff.