Senior Administrative Manager

GENERAL SUMMARY/ OVERVIEW STATEMENT:

Receiving general direction from the Senior Director of Clinical Operations and the Division Chief of Foot & Ankle, the Sr. Administrative Manager is responsible for clinical and administrative operations, budget management, and human resources management of the Orthopaedic Ambulatory Practice at Mass General Waltham - home to the largest standalone Foot & Ankle Center in New England. This will include direct oversight of the Orthopaedic Ambulatory Practice located in Waltham MA/Foot & Ankle Center, and collaboration with leadership in our satellite operations including Boston, Danvers, Foxboro and Newton Wellesley. Drawing on a broad understanding of Hospital practices and policies and displaying a high degree of initiative and independent judgment, the Sr. Administrative Manager will continually assess and direct a wide range of programmatic issues including personnel, operational and financial management, long-range planning and project development. This position will collaborate closely with the providers of the Foot and Ankle and Podiatric services, as well as all other Orthopaedic sub-specialties in Waltham. Responsibilities will also include oversight and cultivation of the growth of this Foot & Ankle center on a regional, national, and international level, as well as the Foot & Ankle Retail store, which is adjacent to the clinic in Waltham, MA.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Human Resources

• Directly manages 25-30 front line staff (Medical Assistants, Practice Coordinators, Retail Staff) and Advanced Practitioners.

• Responsible for recruiting, onboarding, training and retaining superb team.

• Manage schedules, time off requests, clinic coverage.

• Oversee coordination of resources across Waltham and collaborate with satellite leadership.

• Approve payroll.

• Develop team and fosters a culture of team building, and staff development.

• Collaborate with other Orthopaedic leadership/managers in Waltham to meet staffing needs for site location.

• Work closely with physicians - listens to feedback, takes action related to practice issues, serves as a liaison in meetings.

• Hold regular staff meetings.

• Act as authorized signer for hospital systems requiring security including information systems and security access.

• Develop and conducts the clinician orientation including trainees in July and professional staff when added throughout the year.

Facility Management

• Manage 13,000 sq ft Foot & Ankle facility that opened in March of 2015.

• Manage 2,000 sq ft Foot & Ankle retail space that opened in March 2018.

• Collaborate with the Director of Research to address issues that impact direct reports/surgeons.

• Responsible for work requests, inventory management, and clinic aesthetics

• Manage incoming bills related to standalone PO based practice.

• Create purchase orders.

Practice Operations

• Enhance workflows for staff and providers by engaging in numerous process improvement initiatives. Current projects include increasing patient access by decreasing wait days and increasing use of telehealth; streamlining check-in/out process to facilitate patient follow through clinic; PROMS; co-pay collections.

• Hold process improvement and quality forums with staff and physicians.

• Manage and resolves patients' complaints.

• Revise ambulatory practice systems as necessary to maximize efficiency and meet hospital requirements.

• Troubleshoot and resolves issues as they arise.

• Inform staff of policy and procedural changes

• Identify and evaluates the means for improving systems, costs and distribution of personnel.

• Make recommendations to Director and/or Service Chief for improvements and will be encouraged and expected to maintain active lines of communication towards continued growth and development of the center and its satellites, with a focus on high-quality, cost-efficient care, patient satisfaction, financial stability, and value driven health care.

• Serve as liaison for Waltham site, working collaboratively with managers across sub-specialties who practice in Waltham.

• Work with retail staff to streamline retail operations while providing world-class customer service.

• Lead Durable Medical Equipment (DME) program and align with Sports Medicine DME program to meet the needs of other practices across Mass General Waltham.

Financial

• Supervise and supports the billing and collection efforts for services and effective purchasing practices.

• Collaborate with Sr. Finance Director to create budget for Division of Foot & Ankle surgery with focus on managing expenses while growing revenue opportunities.

• Service currently generates over 20,000 visits and 1,000 surgeries per year and is expected to exceed 25,000 visits and several thousand surgeries per year with new recruitments.

• Manage billing processes and procedures related to unique service offerings: Durable Medical Equipment (DME), Shockwave Therapy, Plasma Injections, Orthotics, etc.

• Provide direction to retail staff, with focus on growing sales while controlling expenses.

Strategic

• Responsible for the continued development of the Foot & Ankle Center, and will be responsible for implementing and supervising operations, growth, and strategic planning at this location.

• Act as a liaison to other hospital units and divisions.

• Responsible for implementing marketing initiatives to promote divisions.

• Prepare and present materials in a variety of forums including division and/or department meetings.

SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:

• Must demonstrate strong leadership abilities.

• Strong communication and interpersonal skills.

• Ability to provide support, direction and development to staff.

• Effective analytical skills.

• Ability to make decisions quickly and independently.

• Knowledge of financial analysis.

• High level of trust and reliability.

• Strong sense of fairness in dealing with personnel at subordinate, peer and superior levels.

EDUCATION:

• BS Required.

• Masters preferred.

EXPERIENCE:

• Minimum of 5 to 7 years directly related experience preferred.

• Minimum of 2 years supervisory experience required.

SUPERVISORY RESPONSIBILITY:

• Directly supervises 25-30 or more support staff.

FISCAL RESPONSIBILITY:

• Practice site anticipated to see 30,000 clinic visits per year.

WORKING CONDITIONS:

• Work is performed in an office environment.