Practice Manager, BWH Primary Care

GENERAL SUMMARY/ OVERVIEW STATEMENT:

Brigham and Women's Primary Care is recruiting for the Practice Manager of our Brigham and Women's Physician Group (BPG) practice, located within Brigham and Women's Ambulatory Care Center at 850 Boylston St in Chestnut Hill.

The Practice Manager, in collaboration with the practice's Nurse Manager and Medical Director, will be responsible for the overall management of the practice, assuring that quality services are provided to patients in an environment that maximally fosters healing relationships between those patients and their health care team, while supporting an outstanding educational experience for future members of that healthcare team. The practice manager will directly oversee all administrative support staff and related operations and workflows.

The Primary Care Practice Manager reports to the Regional Administrator for Primary Care at Brigham and Women's.

Brigham Health Primary Care is committed to racial justice by building and active enforcement of policies, practices, attitudes, and actions that produce equitable access, treatment, and outcomes for all people. Our clinics are grounded in team-based, patient and family-centered care. We partner with communities to seek health and wellness, working to eliminate health care inequities with an expanded care team that includes behavioral health, social workers, nurses, population health coordinators, patient navigators, community health workers, community resource specialists, high-risk RN case management, and support for virtual visits.

We strongly encourage people from underrepresented groups to apply

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Along with the practice's Nurse Manager and Medical Director, leads the ongoing administration of a team-based primary care clinic, including interviewing, hiring, training, and developing a diverse multidisciplinary staff.

• Oversees all administrative practice operations. Responsible for overall coordination of staff involved in administrative activities. Organizes and oversees work schedules for optimal utilization of staff to meet the patients' needs. Develops and implements appropriate systems, policies and procedures to ensure efficient processing of work.

• Regularly evaluates and provides feedback to employees. In collaboration with the Medical Director and Nurse Manager, makes thoughtful and well-informed decisions concerning hiring, corrective action and personnel matters as appropriate. Reports on-going problems to the Regional Administrator.

• Identifies training needs and assists with training of staff and students. Ensures staff proficiency.

• Participates in the continuous improvement of all processes.

• Works with the entire team to create a patient experience which is patient-centered, of uniform high quality, and safe. Monitors and improves customer satisfaction and patient activation. Interacts with patients in a courteous and sensitive manner. Resolves patient issues by working with the entire care team, followed by identifying and correcting underlying system problems.

• Facilitates a good working relationship between the patients, practice staff, the physicians, the community, system hospitals, and the physician organization.

• Develops operating budget and monitors income and expenses to ensure that budget compliance and established performance standards are met.

• Oversees all the billing policies. Develops, implements, and evaluates any and all needs of the practice. Works closely with our billing group to ensure correct coding and billing.

• Implements relevant information systems, ensuring accuracy of data input. Provides input and feedback regarding improvements and changes to systems.

• Represents the department at various meetings and handles all administrative activities at the discretion of the Regional Administrator of BWH Primary Care.

• In collaboration with the Nurse Manager and Medical Director, responsible for ensuring the practice's compliance with Hospital, Department of Public Health, and Joint Commission standards and policies.

• Continuously monitors the unit's physical environment. Identifies problems and coordinates activities with support departments to maintain the physical integrity of the practice.

• Participates in the education of students and residents

Qualifications

QUALIFICATIONS:

• Bachelor's degree preferred or at least 3 years prior experience as a Practice coordinator or Practice Manager. Ambulatory health care experience a plus, but not required.

• Demonstrated success in building and participating in effective teams.

SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:

• Must be Patient-centered and customer focused.

• Must be able to build effective teams, including harnessing the diversity of all members of the team and coordinating their ongoing professional development.

• Must be able to manage innovation, consistent with the practice's role. Must be able to effectively communicate successes to peers and assist them with implementation at other Brigham Primary Care practices.

• Experience with LEAN or other forms of rapid cycle improvement is strongly preferred.

• Must have strong interpersonal and organizational skills.

• Must have strong analytic skills.

• Must have the ability to recognize and solve problems, including identifying and fixing their root causes.

• Must be able to handle, in a professional manner, a heavy and diverse workload in a dynamic healthcare environment, including dealing with multiple competing priorities.

EEO Statement

BWH 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.