Service Line Manager, Orthopedics - Newton Wellesley

About Us

Newton-Wellesley Hospital is a comprehensive medical center located in Newton. We provide the services and expertise of a major medical facility with the convenience and personal attention of a community hospital. Our team is committed to delivering high-quality, safe, efficient medical care to each of our patients.

We are a proud member of Mass General Brigham, a network founded by Massachusetts General Hospital and Brigham and Women's Hospital. Our affiliation allows us to provide our patients with access to the best community-based medicine and the most advanced specialty care in the world.

Our continued goal at Newton-Wellesley Medical Group is to meet our patients' (and their families'!) health care needs and build long-term relationships that provides them with exceptional care and service.

Role Overview

We are seeking a Service Line Manager (SLM) to lead the coordination of operations and financial management of the Orthopedic practices of Newton-Wellesley Hospital (NWH) and Newton-Wellesley Medical Group (NWMG). These practices include Sports Medicine, Ortho Walk-In and Orthopedics Specialties (Pediatrics Ortho, Foot & Ankle, Hand Surgery) at 978 Worcester Street in Wellesley. Additionally, a brand-new Mass General Brigham Sports Medicine building at Boston Landing opening Fall 2024!

The SLM serves as senior liaison for MGB Orthopedics and MGB Sports Med work. In addition to high-level practice oversight and system work in orthopedics, the SLM will be the main orthopedic point of contact operationally for the OR/Outpatient Surgical Center and will participate closely in orthopedic block management.

The SLM works collaboratively with NWH/NWMG administrative and clinical leadership to develop and achieve quality, experience, safety, strategy and leadership goals and objectives.

Additional Responsibilities

• Manage and develop practice manager direct reports and ensure alignment of goals between hospital, medical group and practice sites.

• Develop collaborative, effective working relationships with surgeons, as well as nursing and administrative leaders, to help foster sense of team and support service line performance and growth.

• Work with practice managers, surgeons and section chiefs to ensure positive patient experience. Review and disseminate patient experience data to team, to help continually improve the patient experience in our medical clinics and practices.

• Help foster an open and transparent organization culture that recognizes, celebrates, and rewards both individual and team accomplishment. Promote a team-based practice environment where all staff work to the level of their license and/or training and demonstrate a commitment to a patient centered care model.

• Work with practice managers and medical directors/section chiefs to improve operational efficiency and quality of care through process redesign work.

• Assist each physician practice/clinic in enhancing workflows and processes for Epic and business systems to achieve high levels of efficiency and appropriate standardization.

• With oversight from administrative director, perform any routine space & support contract reconciliations. Develop summary of space and support resources and value, for new space & support agreements.

• Work with Admin Director to develop template for physician level dashboards and engage with Project Specialist to create easily updateable dashboards.

• With assistance from and partnership with financial team, prepare business plans; develop other financial or operational analyses as needed. Manage financial performance, including revenue cycle and budget, of all designated sites.

• Support new business development-participate in developing business plans with support and oversight from administrative director, help develop implementation plans and lead stakeholder meetings, ensure accountability to deadlines, and develop methods for tracking success of new endeavors.

• Work to improve operating efficiency at sites as needed to meet or exceed budget projections.

• With oversight from administrative director, prepare annual operating and capital budgets for designated sites. Participate in meetings with administrative director and Chair, in advance of budget submission.

• Bring any site capital requests to administrative director for review and approval for submission to leadership.

• Develop, mentor, and direct practice managers by developing clear job descriptions, reporting relationships, procedures, and standards. Assist and guide practice managers in personnel-related issues as needed, in conjunction with the NWH HR department. Help troubleshoot problems as needed.

• Develop necessary site policies and procedures and ensure the conformance of the sites to all OSHA, compliance and HIPAA, licensing, and accreditation requirements as directed by the federal and state mandates. Work with sites to meet JCAHO and DPH licensure requirements as appropriate.

• Coordinate and develop on-boarding and educational programs with teams as needed.

• Serve on various committees as needed.

• Serve as high-level liaison for all system-related orthopedic work; MGB Sports Medicine and MGB Orthopedics. This work, from the NWH perspective, will be led by administrative director and Chair, but will need day-to-day leadership and attendance at routine meetings by SLM. This work will also necessitate involvement by practice managers, for operational design.

• Work with OR management to ensure that orthopedic surgical case bookings are optimized, to support efficient OR booking.

• Manage the orthopedic OR block schedule; work closely with administrative director, Chair and Associate Chair, to assess utilization and right-size block assignments as needed. Develop utilization reports (with support of Project Specialist) that can be disseminated on a bi-monthly basis to all surgeons/groups, to update them on their utilization.

• Work collaboratively with the other orthopedic SLM, and administrative director, to ensure that operations are coordinated across the department and that standardization is occurring where needed.

• All other duties as assigned by executive, clinical and administrative leadership.

Qualifications

When hiring, we look for candidates who possess not only the relevant skills and competencies, but also positive attitudes, emotional intelligence, and genuine passion for this work.

Education:

• Bachelor's degree is required.

• Graduate of MBA, MHA or MPH program preferred.

Experience:

• A minimum of five years of healthcare experience is required.

• Physician practice management experience strongly preferred.

• Orthopedics/Sports Medicine experience preferred.

• Lean, Six Sigma, Project Management training preferred.

Skills and Abilities:

• Must be able to work independently, develop, analyze & report financial data, and recruit, hire, retain, develop, and manage staff.

• Excellent verbal and written communication skills are essential.

• Strong interpersonal skills with the ability to partner and work collaboratively with clinical and administrative leadership, physician staff, and practice staff is required.