Manager, Clinic/Practice

Site: The Brigham and Women's Hospital, Inc. Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham. Job Summary The Practice Manger for Infusion Services, in collaboration with nurse managers for these services, is responsible for the overall management and operations of the Ambulatory Infusion Center at Brigham and Womens Hospitals Main Campus in Boston, 850 Boylston in Chestnut Hill and Outpatient Infusion Center at Brigham and Womens Faulkner Hospital. Reporting to the Administrative Director of Procedural Services, the Practice Manager has direct oversight of administrative staff supporting these services such as front desk and scheduling staff. The individual will take direction from the Administrative Director, Nursing Director, and Medical Director while working closely with referring physicians, peers, and staff to create a positive culture and work environment while achieving service excellence for our patients. Drawing upon a broad understanding of hospital practices and policies and displaying a high degree of initiative and independent judgement, the manager will continually and proactively assess and direct a wide range of programmatic issues directly related to daily operations. This role involves oversight and management of approximately 10 FTEs and associated roles. Collectively, would oversee day to day operations with the combined patient visit volume of 35,000 patient treatments annually with the expectation of growth. The responsibilities of this position are broad, including management of operations, patient throughout, quality and safety, performance improvement project development, long-range planning, personnel, finances, legal and regulatory issues, facilities and information systems for the specific set of procedural service(s). Specific responsibilities as follows: Per the direction of administrative and clinical leadership, independently oversees all day-to-day practice operations for the services, escalating issues as appropriate. 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 support staff. Develops systems/workflows for operational excellence and measures performance utilizing key performance indicators targeting improvements in patient experience, throughput/patient access, and expense control. Responsible overall human resource management of support staff including hiring, orientation, training, development, corrective action and performance evaluations. Facilitates a strong working relationship between support staff, referring physicians, nurses, medical assistants as well as other stakeholders. Regularly seeks to collaborate and build relationships. Ensures staff proficiency in all hospital-based and approved systems. Provides Administrative Support to Nurse Manager, Nursing Director and Administrative Director including UKG, scheduling and participating in interviews, coordinating meetings and calendar appointments, and ordering miscellaneous office supplies. Determines, implements and evaluates all administrative and operational needs of the practice. Works closely with the hospital billing staff to ensure time capture and submission of charges. Ensures completeness and accuracy of coding and submission. Responsible for all appointment scheduling functions of Ambulatory Infusion Center, including patient appointments, cancellations, no-shows, and emergency add-ons. Facilitates efficient patient flow through the practice and is accountable for any patient related issues or concerns. In collaboration with the Administrative Director, helps maintain a state of regulatory compliance and readiness in all practices. Works alongside Administrative Director for monitoring and completion of regulatory requirements. Assists providers with placing referrals into the center. Demonstrates and mentors staff members to be patient centered within their interactions, customer service, general communication and emphasizing good organizational skill management. Responsible for all unit orientations, training, and visitor management. Proactively seeks opportunities for operational improvements and works with leadership to design and implement changes. Independently implements process improvement strategies while engaging staff members to enhance and improve efficiencies. Effectively leads departmental meetings with direct reports and administrative staff, maintains minutes and documentation of ongoing education and competencies. Compiles agendas and maintains minutes for departmental meetings. 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 Administrative Director. 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. Responsible for reviewing payroll of staff members. Attends all required departmental and hospital meetings. Shares project progress with departmental leadership and team accordingly. Presents on behalf and for the promotion of Ambulatory Infusion Center and Outpatient Infusion Center. Management and administrative duties handled with attention to detail and urgency, such as meeting and calendar management, multidisciplinary meeting preparation, and agenda distribution. Responsible for materials inventory management oversight. Advanced comprehension of billing and fiscal information. Knowledgeable and compliant with all hospital, State and Federal requirements (where applicable to job performance), including policy and procedures with The Joint Commission, CMS and HIPAA. All other duties, as assigned. Qualifications Education Bachelor's Degree Related Field of Study required Can this role accept experience in lieu of a degree? Yes Licenses and Credentials Experience Supervisory experience 5-7 years required and Experience working in a healthcare environment 5-7 years required Knowledge, Skills and Abilities - Strong understanding of Microsoft Office, including Excel. - Strong communication and organizational skills. - Strong and proven leadership skills. - Ability to work with staff of all levels. - Excellent time management skills. - Strong analytical and math skills. - Knowledge of Accounting Principles, physician billing, and revenue cycle management. - Ability to adapt to multiple and rapidly changing priorities and deadlines. Additional Job Details (if applicable) Physical Requirements Standing Occasionally (3-33%) Walking Occasionally (3-33%) Sitting Constantly (67-100%) Lifting Occasionally (3-33%) 20lbs - 35lbs Carrying Occasionally (3-33%) 20lbs - 35lbs Pushing Rarely (Less than 2%) Pulling Rarely (Less than 2%) Climbing Rarely (Less than 2%) Balancing Occasionally (3-33%) Stooping Occasionally (3-33%) Kneeling Rarely (Less than 2%) Crouching Rarely (Less than 2%) Crawling Rarely (Less than 2%) Reaching Occasionally (3-33%) Gross Manipulation (Handling) Constantly (67-100%) Fine Manipulation (Fingering) Frequently (34-66%) Feeling Constantly (67-100%) Foot Use Rarely (Less than 2%) Vision - Far Constantly (67-100%) Vision - Near Constantly (67-100%) Talking Constantly (67-100%) Hearing Constantly (67-100%) Remote Type Onsite Work Location 15 Francis Street Scheduled Weekly Hours 40 Employee Type Regular Work Shift Day (United States of America) Pay Range $65,998.40 - $96,033.60/Annual Grade 7 At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package. EEO Statement: 2200 The Brigham and Women's Hospital, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642. Mass General Brigham Competency Framework At Mass General Brigham, our competency framework defines what effective leadership looks like by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline. Combat disease. Hold a hand. Help people. Impact the world. Mass General Brigham is a passionate, welcoming community where minds meet caring hearts. Come be a part of the worlds most powerful force in medicine, where every role is important in changing lives. Are you ready? Our history includes New England hospitals founded over 200 years ago, some of the first and most prestigious hospitals in the world. Built on the legacy of two leading academic medical centers, were more than a systemwere leaders in the practice of medicine. Mass General Brigham is committed to serving the community. We are dedicated to enhancing patient care, teaching and research, and taking a leadership role as an integrated health care system. We recognize that increasing value and continuously improving quality are essential to maintaining excellence.