GENERAL SUMMARY:

Under direction of designated manager and working in collaboration with the assigned Clinical Leaders (that may include Associate Chief(s), Division Chief(s), Clinical Director(s) or others) the Practice Manager is accountable for day-to-day clinical and administrative, operational, and supervisory functions of assigned division(s) or practice and the associated staff to manage the outpatient clinical and administrative activities. S/he facilitates the daily clinic/practice operations with commitment to providing the highest quality care and service to patients in the ambulatory care setting. Has budgetary implementation responsibility for all areas assigned, and responsible for direct management and supervision of clinical/administrative support staff.

Oversees the physician clinical practices, academic, and administrative needs of the assigned division(s) / practice, such as patient registration, scheduling, medical records management, revenue cycle, and directly assists with these functions as needed to support its well-functioning.

Performs administrative responsibilities such as planning and organizing the work of staff; coordinating and prioritizing workflow; and assisting in the development, implementation, and monitoring of appropriate policies and procedures.

Supports the organization's clinical and financial infrastructure by coordinating/facilitating interdisciplinary teams staff training, cross-training, and ongoing coaching, and performance evaluation to ensure service levels are identified, necessary resources are allocated for compliance, and responsibilities are clearly defined.

MAJOR RESPONSIBILITIES:

1. Overall Division Administration:

Responsible for the onsite daily clinical operations of the assigned division(s)/practice.

Participates in planning and implementation of goals, programs and objectives, personnel, resources, and equipment, in collaboration with Clinical Leadership (that may include Associate Chief(s), Division Chief(s), Clinical Director(s) or others). Organizes, directs, and coordinates all operational and administrative processes.

Oversees the clinical and administrative operation of the division(s) and associated clinical practice and the operations of assigned hospital based clinical program(s)

Manages the relevant processes to ensure efficient functioning all required operational activities and tasks. Assesses operation deficiencies and designs and implements process improvement efforts to address them.

Tracks quality improvement initiatives and assist with the process of monitoring quality assurance and patient satisfaction.

Implement the approved business plans and annual goals for assigned areas of responsibility that identify strategies, objectives, timetables, expected outcomes and measures. Updates and reports out to the manager status of implementation plan including challenges and opportunities.

Represents the division(s)/ practice as directed with all levels of personnel both internal and external to the medical center as well as patients, visitors and staff. Interactions will involve complex and/or sensitive matters. Represents Division(s) at all required meetings.

Work with DON's leadership and teams to facilitate and effective and efficient division.

Integrates clinical research and formal teaching program activities for the Division (s) as appropriate.

Develops and implements appropriate systems, policies and procedures to ensure adherence to the mission and values established by the DON, BWH, and/or BWPO.

Recommends internal/external promotional and marketing activities for the Division(s)

2. Human Resources Management:

Responsible for overall management of support staff FTEs involved in clinical and administrative activities for the assigned division(s), with emphasis on clinical effectiveness, efficiency, and patient/provider experience. Responsible for meeting service and customer service standards.

Organizes and oversees work schedules and assignment of work to meet operational demands of the division(s). Develops and implements procedures to ensure efficient processing and allocation of work related to physician practice/administrative support.

Performs the necessary hiring, orientation, performance evaluation, coaching, and as needed termination of staff for the division(s).

Complete weekly payroll, annual performance evaluations, and ensure mandatory HR screenings and trainings are completed in a timely manner for the designed division(s) staff.

3. Clinical Practice Operations:

Responsible for developing, implementing, and supervising clinical practice processes and systems to foster high quality care and patient experience. Leads collaborative activities within the assigned division(s)/practice. Works closely with manager to put systems in place and provide ongoing evaluation.

Manages the processes to ensure efficient scheduling, registration, prescription refill and referral and authorization management and inbasket management.

Manage the on-boarding and off-boarding of clinical providers, which includes but not limited to: EPIC set-up, practice orientation, training, equipment/supplies, space, and other needs to support the providers in the Division.

Develop strong relationship with DON's access center for appropriate telephone access processes, as well as Hale BTM clinic staff for proper facilitation of physician practices of check-in, vital signs/rooming, check-out functions and supply needs.

Ensures provider clinical templates are opened in a timely manner to allow for efficient scheduling; ensure templates are optimized to allow for new patient access. Work with Division(s) and /or Clinical Director chief on conflicts related to template utilization.

Oversees any additional staff as assigned.

Coordinates equipment purchases and ensures that all equipment is the division is adequately maintained.

Ensure ambulatory visit encounters are completed and closed in a timely manner; provide timely feedback to provider and/or Chief.

Works to implement, evaluate, and improve revenue cycle processes related to registration, referral, and authorization management to and ensure optimal reimbursement for assigned division(s). Reviews and analyzes dashboards on all clinical practice activities, volume statistics, satisfaction measures, denial/write-off trends, and other matrices to improve practice performance.

Responsible for all Joint Commission-related initiatives within the Division(s). Responsible for ongoing monitoring of all compliance issues.

Evaluates ongoing operational infrastructure to ensure proper support and workflow. Develops and implements the policies and processes necessary to ensure work efficiencies with special emphasis on clinical practice support and patient experience.

Interacts with Patient Family Relations and patients/family members in a courteous and sensitive manner to help resolve issues.

Financial:

Ensures appropriate inventory of supplies, requisitions, and equipment for the practice.

Coordinates the processing of purchase orders, check request

Assist with the process of budget forecasting for expenses incurred and anticipated.

Plan, implement and manage space, equipment, supplies, phones, and other needs within the designated division(s) or practice.

Billing:

Closely monitors managed care referral functions

Ensures referrals are in place prior to appointments

Ensures that all appointments are confirmed

Ensures accurate patient registrations by triaging patients to the Patient Service Center

Communication:

maintains effective working relationships with the manager, administrative director, physicians, patients and personal internal external to the institution.

Evaluates the quality of patient care to include access issues as well as promotional and educational materials for patients and referring offices.

Promotes teamwork in daily activities, exercise diplomacy and consistently uses active communication skills. Acts as a role model when disseminating information and actively listens to the perspectives of all involved.

• Associates Degree required. Bachelor's degree in business or health care administration is strongly preferred.
• Requires knowledge of practice management and health care operations/administration, typically acquired 2-4 years in a healthcare delivery environment; academic medicine preferred, along with previous supervisory and/or management experience.

MINIMUM SKILLS AND REQUIREMENTS:

1. A broad and thorough knowledge of: (a) physician practice management and resource utilization; (b) organizational and management theory and practice; and (c) financial systems, budget management, reimbursement issues and regulations

2. Strong capacity to recruit and develop staff

3. Excellent communication (both oral and written) and presentation skills

4. Strong customer service skills in a high volume setting

5. Systems skills including Microsoft Office Suite, and EPIC is preferred.

6. Initiative and ability to work independently and lead/work in teams