Receiving general direction from the Senior Director of Clinical Operations and the Division Chief of Foot & Ankle, the Sr. Administrative Manager is responsible for clinical and administrative operations, budget management, and human resources management of the Orthopaedic Ambulatory Practice at Mass General Waltham - home to the largest standalone Foot & Ankle Center in New England. This will include direct oversight of the Orthopaedic Ambulatory Practice located in Waltham MA/Foot & Ankle Center, and collaboration with leadership in our satellite operations including Boston, Danvers, Foxboro and Newton Wellesley. Drawing on a broad understanding of Hospital practices and policies and displaying a high degree of initiative and independent judgment, the Sr. Administrative Manager will continually assess and direct a wide range of programmatic issues including personnel, operational and financial management, long-range planning and project development. This position will collaborate closely with the providers of the Foot and Ankle and Podiatric services, as well as all other Orthopaedic sub-specialties in Waltham. Responsibilities will also include oversight and cultivation of the growth of this Foot & Ankle center on a regional, national, and international level, as well as the Foot & Ankle Retail store, which is adjacent to the clinic in Waltham, MA.

Human Resources

• Directly manages 25-30 front line staff (Medical Assistants, Practice Coordinators, Retail Staff) and Advanced Practitioners.
• Responsible for recruiting, onboarding, training and retaining superb team.
• Manage schedules, time off requests, clinic coverage.
• Oversee coordination of resources across Waltham and collaborate with satellite leadership.
• Approve payroll.
• Develop team and fosters a culture of team building, and staff development.
• Collaborate with other Orthopaedic leadership/managers in Waltham to meet staffing needs for site location.
• Work closely with physicians - listens to feedback, takes action related to practice issues, serves as a liaison in meetings.
• Hold regular staff meetings.
• Act as authorized signer for hospital systems requiring security including information systems and security access.
• Develop and conducts the clinician orientation including trainees in July and professional staff when added throughout the year.

Facility Management

• Manage 13,000 sq ft Foot & Ankle facility that opened in March of 2015.
• Manage 2,000 sq ft Foot & Ankle retail space that opened in March 2018.
• Collaborate with the Director of Research to address issues that impact direct reports/surgeons.
• Responsible for work requests, inventory management, and clinic aesthetics
• Manage incoming bills related to standalone PO based practice.
• Create purchase orders.

Practice Operations

• Enhance workflows for staff and providers by engaging in numerous process improvement initiatives. Current projects include increasing patient access by decreasing wait days and increasing use of telehealth; streamlining check-in/out process to facilitate patient follow through clinic; PROMS; co-pay collections.
• Hold process improvement and quality forums with staff and physicians.
• Manage and resolves patients' complaints.
• Revise ambulatory practice systems as necessary to maximize efficiency and meet hospital requirements.
• Troubleshoot and resolves issues as they arise.
• Inform staff of policy and procedural changes
• Identify and evaluates the means for improving systems, costs and distribution of personnel.
• Make recommendations to Director and/or Service Chief for improvements and will be encouraged and expected to maintain active lines of communication towards continued growth and development of the center and its satellites, with a focus on high-quality, cost-efficient care, patient satisfaction, financial stability, and value driven health care.
• Serve as liaison for Waltham site, working collaboratively with managers across sub-specialties who practice in Waltham.
• Work with retail staff to streamline retail operations while providing world-class customer service.
• Lead Durable Medical Equipment (DME) program and align with Sports Medicine DME program to meet the needs of other practices across Mass General Waltham.

Financial

• Supervise and supports the billing and collection efforts for services and effective purchasing practices.
• Collaborate with Sr. Finance Director to create budget for Division of Foot & Ankle surgery with focus on managing expenses while growing revenue opportunities.
• Service currently generates over 20,000 visits and 1,000 surgeries per year and is expected to exceed 25,000 visits and several thousand surgeries per year with new recruitments.
• Manage billing processes and procedures related to unique service offerings: Durable Medical Equipment (DME), Shockwave Therapy, Plasma Injections, Orthotics, etc.
• Provide direction to retail staff, with focus on growing sales while controlling expenses.

Strategic

• Responsible for the continued development of the Foot & Ankle Center, and will be responsible for implementing and supervising operations, growth, and strategic planning at this location.
• Act as a liaison to other hospital units and divisions.

• Responsible for implementing marketing initiatives to promote divisions.
• Prepare and present materials in a variety of forums including division and/or department meetings.

• Must demonstrate strong leadership abilities.
• Strong communication and interpersonal skills.
• Ability to provide support, direction and development to staff.
• Effective analytical skills.
• Ability to make decisions quickly and independently.
• Knowledge of financial analysis.
• High level of trust and reliability.
• Strong sense of fairness in dealing with personnel at subordinate, peer and superior levels.

• BS Required.
• Masters preferred.

• Minimum of 5 to 7 years directly related experience preferred.
• Minimum of 2 years supervisory experience required.

• Directly supervises 25-30 or more support staff.

• Practice site anticipated to see 30,000 clinic visits per year.

• Work is performed in an office environment.

Massachusetts General Hospital is an Affirmative Action Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. 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.