Receiving general direction from the Administrative Director, the Practice Manager oversees the day-to-day operations of a high-volume specialty cardiovascular practice located at Mass General Waltham. Working collaboratively with the Medical Director of the practice, the Practice Manager will directly oversee ambulatory practice operations to ensure an exceptional patient care experience for our patients and their family, as well as other members of their care team. S/he will continuously evaluate existing workflows, standard practices, and policies with a focus on enhancing quality, efficiency, innovation, patient satisfaction, healthcare provider satisfaction, adherence to regulatory standards, and efficient resource management. S/he supervises the administrative support staff, medical assistants, cardiac sonographers, and nursing staff and is a resource for the physicians, advanced practitioners, and other members of the patient care team.

In sum, the Practice Manager is a hands-on leader, facilitator, resource, and coach. S/he supports the operations, policies, and initiatives of the practice, the Cardiology Division, and the Heart Center.

HUMAN RESOURCE MANAGEMENT:

• Supervise the day-to-day performance of the administrative support staff, medical assistants, cardiac sonographers, and nurses, both permanent & temporary
• Manage recruitment, orientation, training, performance appraisal, development and coaching of staff
• Schedule and facilitate regular staff meetings and special trainings, and maintain attendance records and minutes
• Manage staff schedules to ensure adequate support for practice operations
• Input payroll and resolve payroll issues

PATIENT SATISFACTION:

• First point-of-contact for patient issues, i.e. service, billing, etc.

• Monitor patient service and satisfaction
• Evaluate satisfaction survey results and suggest actions and improvements

REVENUE CYCLE MANAGEMENT:

• Oversee front end payment collection, appointment status reconciliation, referral management, and prior authorizations for procedures & testing
• Analyze billing lag and process adherence reports, and reconcile missing charges
• Facilitate resolution of billing issues/questions

EXPENSE MANAGEMENT:

• Review and analyze monthly practice expenses, including staffing & overtime, outside services, contracts, supplies, etc.
• Participate in the preparation & implementation of the operating & capital budgets

ACCESS AND PATIENT FLOW:

• Analyze patient flow, clinic schedules, volume, and patient access data.
• Identify and implement process improvement opportunities to maximize volumes, patient access, and efficiency.

REGULATORY READINESS:

Champion "Excellence Every Day".

• Ensure full compliance with Joint Commission, DPH and CMS standards, as well as all hospital policies, i.e. patient confidentiality, PHI best practices, fire safety, and emergency response requirements
• Direct the proper maintenance of the physical environment

INFORMATION SYSTEMS AND TELECOMMUNICATIONS:

• Identify, monitor and resolve IS and/or telecommunications issues
• Act as a resource for applications and systems that impact practice operations, i.e. Epic, syngoDynamics, Apollo CVIS, PeopleSoft, Kronos, and Microsoft Office

The Practice Manager will contribute to the development of departmental policies, programs, and procedures to meet the goals of the Cardiology Division and the MGH/MGPO. He/she will participate in space planning, process improvement, and special projects as assigned.

Directly supervises 21 employees (4 Patient Services Coordinators, 5 Medical Assistants, 2 Staff Nurses, 2 Advanced Practice Providers, 1 Stress Tech, 7 Cardiac Sonographers).

Bachelor's Degree preferred

Minimum 3-5 years of supervisory experience

Prior healthcare experience preferred

The successful candidate will demonstrate:

*Superior interpersonal and communication skills

*Strong supervisory & coaching skills

*Ability to be flexible, highly organized and thoughtful in a fast-paced, complex environment

*Effective analytical, problem solving skills and sound decision-making

*Ability to build and maintain strong working relationships

*Strong time management, presentation and computer skills

*High degree of initiative and independent judgment

*Ability to systematically manage projects/processes

Massachusetts GeneralHospital is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, wechoose to lead. Applications from protected veterans and individuals withdisabilities are strongly encouraged.