The Center for Specialized Services (CSS) is a dynamic, diverse, and highly customer-centric department designed to attract international, executive, and concierge patients to Mass General. Under the supervision of the Administrative Director of the Center for Specialized Healthcare Services (CSS), the Administrative Manager (Concierge Medicine & Executive Health) will provide leadership to staff in the practice, facilitate continued process improvement, exercise budgetary responsibility and generate increased margin for the Hospital, and in all ways support the patient experience and processes within Concierge Medicine and Executive Health to deliver the best possible customer service and healthcare experience.

Reporting to the Administrative Director of the Center for Specialized Healthcare Services (CSS), the Administrative Manager (Concierge Medicine & Executive Health) leads the practice and its staff to deliver exemplary patient experience and continued process improvement, delivering on the practice and hospital's missions. The incumbent serves as the face of the Center and the institution, directly responsible for creating and maintaining positive internal and external relationships. Priorities include developing and leading best processes to continue to grow Concierge Medicine, hire and retain the top quality of physicians and staff, build and maintain relationships with external companies and referring entities, and delivering superlative patient experience to every patient who walks through the door. The position requires attention to detail, the ability to work independently, lead a team of 5-15 individuals, handle multiple priorities and deadlines, the ability to professionally contribute to business meetings and VIP patient interactions, and continuously adapting to the relevant preferences of each patient and referring entity.

The Administrative Manager is responsible for the effective administration of the Concierge Medicine and Executive Health departments. The incumbent will lead teams and functions within the Center, directing administrative operations related to workflows and finance, working in close partnership with other members of the leadership team. S/he will demonstrate excellent judgment and relationship skills, interacting successfully with all levels of personnel across many areas of the Hospital, MGB, and external partners. The Administrative Manager will assist in the development of services and offerings within the department, as well as identification of new business opportunities. S/he models organizational teamwork and collaboration across all areas, and serves as an interface with hospital leadership for interdepartmental issues.

The Administrative Manager partners with both clinical and non-clinical staff to ensure a quality-based, customer-oriented flow of work. Drawing on a broad understanding of hospital and physician group practice policies and procedures, and displaying a high degree of initiative and independent judgment, the incumbent will closely collaborate with physician and departmental leadership to continually assess and direct a wide range of activities, including day-to-day management of operations, scheduling, personnel, budget, and related contracting, facilities and systems, programmatic and project development and long range planning. The incumbent will partner closely with those responsible for clinical staffing and workflow. This position requires strong leadership, discretion and excellent judgment, superior organizational and communication skills, the ability to prioritize and complete a wide range of tasks and the experience needed to handle confidential information. Leads, recruits and hires, motivates, and inspires to excellence a team administrative personnel. Oversees select patient cases directly providing high level service to patients and coordinating or overseeing all aspects of patient referrals to the Center while exhibiting diplomacy, kindness and compassion to patients, their family members and other staff while working under deadlines, scheduling constraints, and urgent clinical and/or patient personal needs.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Personnel

• Recruits, trains, supervises, motivates, and ensures professional development of staff and acts as a resource for professional staff member

• Provides direct supervision to and is responsible for the conduct, operations, and results of the non-clinical staff, driving toward outstanding individual and team performance

• Serves as a critical resource for the resolution of administrative and financial issues. Provides management and administrative oversight to staff within the Center.

• Partners closely with other members of CSS (client specialists and liaisons, finance liaisons, clinical staff), exhibiting the highest level of professionalism

• Conducts staff meetings to disseminate information and solicit input from all staff members related to policies and procedures, operations, etc.

• Creates and ensure appropriate training of all staff.

• Ensures that performance reviews are completed in a timely manner. Ensures that any performance issues are rapidly addressed on an ongoing basi

• Practice Management and Process Improvement

• Monitors data and develops and implements strategies for improvement

• Contributes to financial analyses (i.e. - compensation models, business/program development, etc.), in conjunction with CSS and organizational finance personnel

• Assists with developing and monitoring the annual operating and capital budgets for the Center

• Evaluates and standardizes procedures and effectively troubleshoots and resolves issues as they arise

• Strategic Partnership Support

• Builds excellent rapport with external clients, referring entities, patients, and their familie

• Develops, evaluates, initiates and implements new programs and services in a creative, cost-effective manner which enables revenue enhancement as well as high levels of patient and staff satisfaction

• Acquires and maintains comprehensive knowledge of services provided by Mass General Hospital and affiliated Massachusetts General Brigham hospital

• Participates in the negotiation and development of various contracts/professional services agreements.

• Develops and maintains strong relationships with MGH professionals, MGH ancillary services and affiliated hospitals to expedite coordinated care for patients and client

• Patient Service Support

• Provides highest level customer service to local, national and international healthcare providers and referral entities; Mass General clinical and administrative departments; and patients and their families, with the intent of growing volume

• Executes high-level requests which may require some flexibility to usual operational procedures with the highest degree of professionalism and judgment

• Employs appropriate customer service recovery tactics, as needed

Qualifications

SKILLS & COMPETENCIES REQUIRED:

• Exceptional organizational skills and the flexibility to handle multiple tasks and deadline pressures.

• Ability to provide support, direction and development to staff at all levels, including management and physician staff

• Effective financial and analytical skills, including budget development, and contract management.

• Proven ability to make decisions quickly and independently.

• Sound judgment regarding when and how to engage leadership

• Ability to take initiative and proactively identify problems, propose, and implement solution

• Serves as a model of professionalism and outstanding service for other members of the department

• Ability to work independently, as well as lead a multidisciplinary team

• Effective leadership skills to initiate activities, inspire, direct and manage team

• Experience managing teams, projects, and working relationships in a matrix organization

• Excellent interpersonal/communications skills and political savvy and discretion to address difficult or sensitive issue

• Facile with desktop applications (including operating systems, word processing, database, electronic mail, internet, and spreadsheets) required

• Able to handle sensitive and confidential issues and committed to ensuring highest levels of patient confidentiality from all team members across the Center

• Demonstrated ability to effectively work with clinical staff strongly encouraged. Work directly with individuals at all levels of the organization, including clinicians and leadership

• Strategic thinking & facilitation: Ability to think and address strategic and clinical demand

• Exceptional organizational skills and ability to organize time and priorities effectively. Flexibility to handle multiple tasks and deadline pressure

• Excellent verbal and written communications skill

• Outstanding networking skills with strong /confident presence

• Familiarity with the MGH environment preferred

EXPERIENCE:

• Bachelor's Degree required, Master's Degree in relevant field preferred
• Required: 5-7 or more years of related experience in a health care or business environment
• Proven diplomacy skills and the ability to work with all levels of management and medical professionals both within and outside of the organization
• Comprehensive knowledge of healthcare services, systems, and procedures
• Experience managing teams and financial responsibility preferred

EEO Statement

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.