DescriptionPRINCIPAL DUTIES AND RESPONSIBILITIES: OperationalOversees the day-to-day performance of office operations within the MGH Weight Center.Collaborates daily with administrative coordinators for all office operations.Assists administrative management with the development and implementation of policies, programs, and procedures for the site.Completes daily walk-throughs of clinic locations to assess operational performance, staff morale and patient satisfaction. Identifies opportunities for improvement. Working directly with MGH Medicine and Surgery leadership, manages the patient flow of assigned clinics as well as the clinical and administrative support staff to ensure proper staffing. Monitors no-show, cancellation, wait times and other patient experience service indicators.Ensure that HIPAA and other policies and procedures are fully implemented and adhered to. Ensures the physical practice environment is maintained.Works with administrative management to manage site-specific administrative and clinical support staff schedules. Evaluates staffing needs and coordinates replacement of staff when necessary to meet quality and volume standards within the clinic. Ensures that all necessary resources are available and troubleshoots whenever necessary.Identifies, monitors and resolves IS issues which impact daily operations. Implements and oversees workflows.Problem solves and identifies opportunities for improvement in day-to-day operations.Supports onboarding and schedule development for new providers with clinical time in assigned clinics.Works collaboratively with clinical staff to ensure that all equipment is operational and maintained. Coordinates the repair and maintenance of all office and clinical equipment in the practice, to include maintain active network contacts for maintenance and repair of equipment.Participates in hardware/software installation, troubleshooting, system access, etc. Serves as resource for practice members for questions related to information systems. Contributes to Center SharePoint and Teams site.Serves as resource for staff to ensure that environmental and safety issues are addressed.Serves as a Super User for Epic. Collaborates with the CAS for Cadence template optimization and maintenance.Works with administrative management to support off-site practice sites including MGH West.Assists management and Quality and Safety Directors in implementing ambulatory care directed quality and safety initiatives. Communicates new processes to staff.Covers administrative roles throughout clinic as needed.AdministrativeDevelops and provides training for staff on the administrative policies and procedures of the Center and hospital.Interacts with Manager(s) of other clinics to ensure that proper coordination of care and patient related matters are shared at the department level. Helps to troubleshoot issues regarding sharing of equipment or staffing and scheduling.Attends appropriate meetings within and outside the hospital (Practice Management Forum, Excellence Everyday Forum, Payor Forum, Service Improvement, etc.).Participates in departmental preparation for the Joint Commission, MBSAQIP and other regulatory site visits.Builds and maintains ongoing working relationships with staff, clinical and physician members of the practice/Department to facilitate positive staff morale and support provider productivity.In partnership with the Timekeeper, oversees the management of the department’s payroll within Kronos, including the resolution of payroll issues.Evaluates, develops and implements various administrative systems and procedures designed to maximize the administrative and clinical support workflows.Collaborates with clinical and administrative support staff to provide support and assist in the resolution of patient/customer service issues. Delegate customer complaints to staff as appropriate and works with them to develop skill sets in handling difficult situations. Respond directly to and resolve customer complaints when necessary. Collaborates with the Center for Ambulatory Services (CAS) and the MGH Access Teams to support efficient and effective scheduling, triaging and call taking processes. Ensures systems are in place to support patient receipt of appropriate information regarding scheduled appointments and procedures (e.g. letters, confirmation calls, documentation (i.e. labs, images, referral letters, etc.) required by patient before visit). Coordinates and conducts general staff meetings for assigned staff to ensure dissemination of information and solicit input from all staff members related to policies and procedures, day-to-day operations, etc. Personnel/Human ResourcesIn collaboration with and under the direction of administrative leadership, provides HR management in the areas of hiring, corrective action, training and evaluation of employees.Coordinates, documents and completes performance evaluations for support staff. Develops employees through on-going coaching, counseling and training. Develops, oversees and monitors competency training for assigned staff to ensure training and compliance with regular competencies and task monitoring. Develops, implements and/or coordinates staff education for both personal and professional development of assigned staff, including organizing mandatory training as outlined by MGH, the Joint Commission, DPH, HOPAA, ACS or other governing bodies.Manages employee HR issues for staff in collaboration with management and Human Resources. FiscalProvides information to administrative leaders for the preparation of yearly practice budgets for the clinical site.In partnership with Materials Management (if applicable), monitors supply inventory and reviews the ordering of supplies to make sure that enough supplies are on hand for clinical operations; also minimizes the over-ordering of supplies, inclusive of special-order supplies.Supervises the collection of co-payments at point of care.Ensures judicial use of overtime for staff.Other duties as assigned.QualificationsSKILLS & COMPETENCIES REQUIRED:Job Knowledge: Maintains and applies knowledge of general and practice management as well as areas related to job responsibility, including appointment and referral management, workflow and practice staffing. Understands how to complete the tasks required by those under their management (i.e., Cadence Scheduling, check-in/out, Urology Technician/Medical Assistant assignments, provider room assignments, etc.).Time Management: Exceptional organizational skills and ability to organize time and priorities effectively, asking for direction when appropriate. Flexibility to handle multiple tasks and deadline pressures. Communications skills: Exceptional skills for a varied workforce that includes MD’s RN’s, NP, PA, Urology Technicians, Medical Assistants, Residents, students and administrative staff. In addition, must be able to interact effectively and persuasively with all levels of the organization. Quality Assurance: Skills to work efficiently and effectively and strive to do so in all aspects of position. Ability to effectively manage day-to-day operations, establish and maintain policies and procedures, monitor service statistics, manage patient flow and "front desk" operations, coordinate space and infrastructure issues, and ensure effective coordination of training programs. Ability to engender these skills among staff.Personnel Management: Ability to skillfully handle issues of sensitive nature with respect to confidentiality, abiding by institutional guidelines. Ability to recruit, train and supervise staff and to ensure that performance evaluations, payroll, employee changes and other HR transactions are completed in an accurate and timely manner. Ability to provide support, direction and development to staff.Leadership: Ability to identify issues and improvement projects. Demonstrates integrity. Ability to communicate effectively, sell ideas, and take ownership and responsibility for activities.Fiscal Responsibility: Effective financial skills, including ability to monitor timely submissions of documentation.Discretion and Confidentiality: Ability to handle sensitive and confidential matters discreetly and to ensure confidentiality guidelines are maintained by staff.Analytical Skills: Ability to conduct operational analysis and understand statistical reports.Critical Thinking/Decision Making: Ability to appropriately evaluate all aspects of a situation and to independently make appropriate and timely decisions.Information Systems/Technology Skills: Exceptional computer skills and knowledge of Microsoft Office (operating systems, word processing, database, electronic mail, Internet, spreadsheet), OR Scheduling, and other office management systems. Safety/Compliance: Knowledge in all aspects of safety for an ambulatory clinic environment and ability to ensure a safe environment for staff.QUALIFICATIONS: High School Diploma or equivalent required. Bachelor’s degree in Hospital Administration, Public Health, Business, Accounting, Finance or similar preferred. 7 years of progressively more responsible medical secretary experience preferably in a surgical practice required. Familiarity with surgical practice workflows fiscal and administrative policies and procedures is a plus.2 years of supervisor experience required.SUPERVISORY RESPONSIBILITY:Direct: Responsible for managing 15 administrative support staff, medical assistants, nutrition support and clinical support staffNon-Employees: Oversees temporary and student staff as required.FISCAL RESPONSIBILITY:Monitors and manages the use of overtime and supply ordering. Makes cost-effective decisions. Prudent use of hospital resources.WORKING CONDITIONS:Ambulatory care setting with periods of prolonged sitting and computer workHigh volume practice May need to attend meetings outside of regular hoursMay need to travel to local off-site meetings, requiring a valid MA driver’s licenseJob Field: Professional/ManagerialOrganization: Massachusetts General Hospital(MGH)Schedule: Full-timeShift: Day JobEmployee Status: Regular