Administrative Manager

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

Reporting to and working closely with the Administrative Director, the Administrative Manager will work with and provide support and guidance to a wide-range of clinical and administrative staff members, within the Division itself, multiple BWH clinic sites and Dana-Faber Cancer Institute (DFCI), in a variety of analytical, administrative and operational duties / assignments. This position oversees the Division’s administrative support staff (~8 FTE’s), and thus serves as an intermediary between staff members, physicians and nurse practitioners to resolve and fulfill clinic issues and requests.

The Administrative Manager maintains a hybrid work schedule (three days on-site / two days remote).

Clinical Program Management

• Collaborates with administrative support staff and others to resolve patient scheduling issues.
• Acts as an intermediary between clinic sites (DFCI, Watkins and Faulkner) and Hematology staff members (clinicians, nurse practitioners and administrative assistants). Works collaboratively with staff members to accomplish clinic goals and objectives and troubleshoot operational issues.
• Serves as a critical member of the division to oversee and monitor administrative aspects of provider schedules and activity at clinic sites.
• Under the leadership of the Division Chief and Administrative Director, monitors the ongoing management of the division’s clinical services, discusses and resolves administrative problems that arise, and directs the planning of improvement in existing clinical services.
• Acts as a primary resource to DFCI New Patient Coordinators and New Patient Supervisor to troubleshoot issues and provide guidance and intervention related to the new patient scheduling process. Determines which issues need to be escalated to Administrative Director, Senior Nursing Manager, Medical Director and/or Chief.
• Assists Administrative Director, clinicians and nurse practitioners with provider schedules and template changes.
• Oversees the division’s E-Consult process and operations.

Personnel Management

• Oversees the day-to-day performance of administrative support staff to ensure optimum performance.
• Serves as the primary resource for administrative support staff.
• Builds and maintains ongoing working relationships with administrative support staff, as well as physicians and nurse practitioners, to facilitate positive staff morale and support provider productivity.
• Coordinates the on-boarding and training of new staff.
• Maintains full knowledge of all key components of administrative staff functions including use of EPIC, referral management and other processes needed to oversee administrative support staff work.
• Reviews time off requests and monitors attendance and tardiness.
• Assigns and prioritizes administrative support staff’s workloads, cross-coverage, etc. to ensure that appropriate staffing and phone coverage needs are met.
• Conducts staff meetings to keep employees informed.
• Participates in the hiring, training and, if necessary, terminating of administrative staff support.
• Assesses employee performance, completing timely employee evaluations and providing counseling regarding performance, attendance, etc.
• Arbitrates disputes and conflicts that emerge between administrative support staff and clinical providers and/or other staff members.

Administrative Duties:

• When needed:
  • Schedules patient appointments for DFCI/BWH Hematology patients.
  • Assists with calendar management and meeting coordination for physicians and division leadership as requested.
  • Mails out appointment reminder letters and provider notes.
  • Submits and track prior authorizations.
• Follows HIPAA guidelines for the management of patient privacy and confidentiality.
• Triages and manages phone calls, utilizing courteous customer services skill.
• Maintains flexibility regarding workload and the needs of the division.
• Provides cross coverage as needed.
• Acts as a super user for scheduling, registration, and billing systems. Provides training and assistance to existing and new administrative support staff.

Hybrid

45 Francis Street

40

Regular

Day (United States of America)

Pay Range

$69,596.80 - $101,202.40/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.

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 Veteran’s 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