About Us

The Physical and Occupational Therapy Department at Massachusetts General Hospital (MGH) consists of 3 ambulatory care centers and 3 health care centers at multiple locations across the metro-Boston area, as well as a large inpatient service on the MGH main campus. Our compassionate, vibrant, and dynamic group, of over 250 clinicians, strives daily to provide the highest quality physical therapy and occupational therapy care to patients with a broad range of conditions (musculoskeletal, sports, neurological, hand therapy, pediatrics, pelvic health, and lymphedema).

Working together with our clinicians, there is a talented and diverse team of 26 patient service coordinators that recognizes the importance of patient-focused, efficient, exceptional, compassionate service. This team of patient service coordinators directly report to the Practice Manager who is responsible for ensuring the clinical sites serve our patients and our department mission is fulfilled.

Role Overview

We are seeking a full-time Practice Manager to oversee daily operations and manage specific administrative functions for 5 Physical & Occupational Therapy practices at the following locations:

• MGH Main Campus, 15 Parkman St., Boston
• MGH Charlestown Healthcare Center, 73 High St., Charlestown
• MGH Chelsea Healthcare Center, 151 Everett Ave., Chelsea
• MGH Revere Healthcare Center, 300 Ocean Ave., Revere
• MGH West, 52 Second Ave., Waltham

GENERAL SUMMARY/ OVERVIEW STATEMENT:

Receiving general direction from the Administrative Director, Physical & Occupational Therapy, the Practice Manager is responsible for managing the administrative aspects of the ambulatory operations of the department: Main Campus, Revere, Chelsea, Charlestown, and Waltham locations. The Practice Manager is responsible for facilitating access to care by establishing, monitoring, and maintaining systems and ensuring Patient Service Coordinator performance. Drawing on a broad understanding of Hospital practices and policies and displaying a high degree of initiative and independent judgment, the Practice Manager is expected to facilitate prompt resolution of problems that arise in daily operations providing a consistent standard of service across all physical and occupational therapy ambulatory locations. Assuring that quality services are provided to meet the needs of the patients and clinicians, this individual facilitates excellent working relationships with our 3 Clinical Directors to create efficient, patient and clinician-friendly operations. Possesses a thorough knowledge of current JCAHO and HIPAA standards and ensures staff compliance. Develops and maintains effective working relationships with external departments and organizations to improve operations. Requires discretion and judgment to organize priorities, complete tasks and handle confidential information.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Relevant activities include, but are not limited to the following:

1. Practice Operation

• Oversees day-to-day operations of the Patient Service Coordinator activities (staff) at all physical and occupational therapy ambulatory practice sites.

• Responsible for the design of a well-organized, patient centered clinical experience by ensuring adequate staffing levels, implementation of standard operating procedures and regulatory requirements.

• Organizes work schedules for optimal utilization of staff to meet clinical and operational needs; approves PTO for staff. Responsible for responding to call outs by staff and adjusts staffing as needed in the moment. Hours of operation are 6:30 am to 6:30 pm Monday through Friday.

• Oversees scheduling of appointments and template building for the practice sites based on pre-established protocols.

• Facilitates a good working relationship between the staff and others in the practice. Provides information and communication among all staff members.

• Responds to inquiries and resolves immediate issues. Reports on-going problems to the Administrative Director.

• Leads regularly scheduled team/staff meetings.

2. Acce

• Monitors referral work queues and ensures that patients are seen in a timely manner.

• Standardizes scheduling practices. Works closely with Team Leads to guide staff with adherence to pre-established protocols for new patient access and to maximize filling of available appointment slots.

• Identifies access issues/constraints and works collaboratively with the Administrative Director and Clinical Directors in initiating resolutions in areas of opportunity.

3. Patient Satisfaction

• Ensures that patients' needs are met consistently; promotes a patient-centered culture.

• Ensures consistent patient experiences and service standards for all practice sites.

• Interacts with patients in a courteous and sensitive manner, resolving issues and responding to inquiries in person or by phone; provides role modeling and support for staff to do the same.

• Regularly reviews and monitors patient satisfaction scores, initiating improvement in areas of opportunity.

4. Employee Engagement

• Builds and maintains good working relationships with staff to facilitate positive morale and productivity.

• Leads/organizes all team building and morale bolstering events for staff.

• Regularly reviews and monitors employee engagement scores, initiating improvement in areas of opportunity.

5. Training and Development

• Promotes a staff culture of problem identification and proposal of solutions to address root causes; works closely with Team Leads to implement appropriate and durable solutions.

• Coordinates regular skill development sessions for staff. Additionally, coordinates staff education for both personal and professional development.

6. Process Improvement

• Reviews available reports and sources of data that measure access and service delivery. Uses data to identify opportunities and inform recommendations to improve service delivery.

• Leads process improvement initiatives. Works closely with Team Leads to implement new workflows.

7. Finance

• Responsible for monitoring the work queues/reports for each practice sites that are critical to our clinical and financial success (i.e., referral work queue, co-pay collection, denials related to non-contracted payor issues)

• Works closely with the Administrative Director to address and resolve any relevant coding and billing inquiries.

8. Compliance

• Promotes and prioritizes ongoing efforts with staff to protect patient privacy.

• Acts as a compliance resource for the staff in the context of front desk operations. Responds to and advises on various inquiries applying knowledge of established operations.

• Tracks and monitors MGH, DPH, and Joint Commission compliance areas with the Administrative Director.

9. Facilitie

• Monitors the front desk physical environment. Identifies and resolves problems.

• Oversees the maintenance of the front desk space (i.e.: cleanliness, neatness, availability of supplies).

10. Human Resource

• Recruits, hires, and retains talented, qualified staff.

• Provides for orientation to hospital/department applications, systems, procedures, and best practices.

• Creates, implements, documents, and monitors new employee onboarding, ensuring competencies are achieved; ensures ongoing competencies.

• Works with Administrative Director to address hiring, corrective action, and personnel matters as appropriate.

11. Department Need

• Collaborates closely with the Clinical Directors for each of the practice locations, focusing on shared operational goals.

• Services as a liaison and point of contact for the MGH Ambulatory Management group.

• Develops and leads special projects to support practice goals pertaining to patient and employee satisfaction, compliance, and hospital revenue.

• Handles other assigned administrative activities at the discretion of the Administrative Director.

SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:

• Time Management: Exceptional organizational skills and ability to organize time and priorities effectively, asking for direction when appropriate. Flexibility to handle multiple tasks and deadline pressures.

• Quality Assurance: Skills to work efficiently and effectively and strive to do so in all aspects of position. Ability to effectively manage day-to-day operations, monitor and manage patient access.

• Personnel Management: Ability to skillfully handle issues of sensitive nature with respect to confidentiality, abiding by institutional guidelines. Ability to recruit, train and supervise staff and to ensure that performance evaluations, payroll, employee changes and other HR transactions are completed in an accurate and timely manner. Ability to provide support, direction, and development to staff.

• Teambuilding/Mentorship: Ability to build effective teams, including harnessing the diversity of all members of the team and coordinating their ongoing professional development.

• Professional Knowledge: Knowledge regarding ambulatory practice operations.

• Leadership: Demonstrates responsibility, forthrightness, and integrity. Ability to develop a common vision for diverse constituents, communicates effectively, promote ideas.

• Fiscal Responsibility: Knowledge of front-end revenue cycle processes including co-pay collection.

• Discretion and Confidentiality: Ability to handle sensitive and confidential matters discreetly and to ensure confidentiality guidelines are maintained by staff.

• Analytical Skills: Ability to conceptualize and conduct analysis (financial and operational); experience with process improvement is strongly preferred.

• Critical Thinking/Decision Making: Ability to appropriately evaluate all aspects of a situation and to independently make appropriate and timely decisions.

• Interpersonal/Communication: Excellent interpersonal and written communications skills.

• Information Systems/Technology Skills: Sound computer skills.

• Safety/Compliance: Knowledge in all aspects of safety and ability to ensure a safe environment for staff and patients.

• Is knowledgeable and compliant in all hospital, State and Federal regulatory requirements, including hospital policy and procedures (where applicable to the performance of the job), Joint Commission on Accreditation of Healthcare Organizations (JCAHO), and Health Insurance Portability and Accountability Act of 1996 (HIPAA).

Qualifications

QUALIFICATIONS:

• BS degree in relevant field or relevant experience
• Epic experience strongly 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.