Team Lead / Waltham

Working closely with the Practice Manager, the Team Lead for the MGH GI Associates will function as the initial point of contact and primary interface between staff, patients and clinicians on their team. The incumbent provides administrative support to practice staff, clinicians and the Practice Manager in an ambulatory care setting and will be responsible for coordinating the day-to-day operations for the MGH GI Associates Teams. Ensures coordinated processes and procedures across practices. Working collaboratively with the management team, the Team Lead will ensure strong regulatory compliance and a positive patient experience and patient throughput in the GI associates practices.

• Monitors all aspects of patient experience and suggests improvements or implements after discussion with the Practice Manager when needed.
• Monitors physician clinic schedules on a daily basis to assess accuracy and efficiency in patient scheduling. Monitors patient wait times, evaluating problems and suggesting action plans to address issues to the Practice Manager.
• Ensures that staff are assigned to work the reschedule and wait lists on a regular basis to ensure that cancellations are filled. Monitors work queues and assists with work as needed.
• Ensures patients are rescheduled efficiently, working with Practice Manager and providers when necessary to obtain appointments within a reasonable time frame.
• Delegates and distributes work, as necessary, to meet established deadlines/metrics.
• Recommends solutions and improvements. Participates in department wide-improvements.
• Assist in the development and communication of department policies and procedures.
• Communicates and implements department policies and procedures to all team members and makes recommendations for revisions.
• Ensures administrative processes and procedures are coordinated, communicated and in compliance across practices.
• Acts as Cadence/ OPT time super user and the main point of contact for updates and training
• Performs duties of Patient Service Coordinators level 2 and 3 60% Team Lead/40% PSCIII.

Staff Coordination:

• Supervises daily activities of patient service coordinators, temporary support staff and other staff who provide services in the outpatient setting. In collaboration with Practice Manager, may also include coordination of administrative functions of daily operations of medical assistants

• Collaborates with Practice Manager on decisions regarding vacations, lunch and break times, altering schedules as needed. Ensures or provides cross-coverage during staffing shortages and vacations. With approval from the Practice Manager, requests temporary help when necessary.
• Promotes teamwork in daily activities, exercises diplomacy and consistently uses effective communication skills.
• In collaboration with the Practice Manager, assists in hiring and evaluating performance.
• Coordinates and conducts the orientation of new employees.
• Provides coaching and mentoring to team members on an ongoing basis to improve operational effectiveness and quality
• Ensures staff are trained on systems and processes and compliant with Joint Commission and other regulatory requirements/standards as it relates to their jobs. Implements re-training efforts as necessary and monitors progress.
• Provides clear directions, consistent and timely feedback to staff, under the direction of the Practice Manager.
• Develops and maintains programs to boost employee morale.

Financial & Billing:

• Ensures that the billing encounters are closed in an effective and efficient manner, incorporating all applicable service standards.

• Monitors exam room usage for all practices on the suite for cost allocation purposes.

• Reviews monthly staffing/weekly hours and provides analysis of staffing utilization.

• In collaboration with the Practice Manager, develops and implements systems to ensure cost effective operations.

Office Coordination, Safety and Compliance:

• Maintains supplies, forms, requisitions and equipment. Coordinates repairs and replacement of equipment under the direction of the Practice Manager

• Serves as point person for the practice’s environmental issues related to repairs, cleaning, directories, signage, security, information systems etc. Maintains cleanliness and general upkeep of suite, including coordinating services provided by MGH Environmental Services, Building and Grounds and Bio Engineering.
• Understands space needs and identifies and attempts to resolves any outstanding issues.
• Identifies opportunities for operations and workflow improvement and reviews them with the Practice Manager. Works closely with the Practice Manager to plan and implement changes.

• Acts as a liaison between professional staff, support staff, patients and external customers.

• Acts as a role model to all staff and when disseminating information and actively listens to the perspectives of all involved.

• Works with the Practice Manager to contribute to the development and updating of all policies and procedures related to the provision of patient care. Is knowledgeable of and promotes administrative and employee policies.

Projects and Professional Development:

• Completes project work as assigned by the Practice Manager to support the diverse needs of the practice, including those related to facilities, information systems, communication, coordination among entities, marketing and managed care.

• Assists in the development of any enhancements being made to GI Associates

• Identifies learning opportunities and collaborates to enhance professional development.

• Continuously evaluates role and makes recommendations for change to ensure that departmental clinical support needs are met.

1. Associate’s Degree required. Bachelor’s Degree in business administration, health care administration, or related field preferred.

2. Minimum of 5 years’ experience in a medical or healthcare setting, with specific experience in the outpatient/ambulatory care setting.

3. Intermediate to advanced PC skills (MS Office, Windows) required. Prior experience with MGH systems (EPIC, Outlook) helpful but not essential.

4. Prior experience working directly with physicians.

5. Experience in working in a large, complicated organization is a plus.

6. Some prior supervisory experience helpful.