Senior Practice Manager

Summary:

Manages the day- to-day operations and administration of main campus and suburban outpatient clinic locations within the divisions of Otology, Vestibular and Audiology, including (but not limited to) personnel onboarding, supervision and development; management of workflow and throughput in the office; patient and physician satisfaction; inventory ordering, and oversight of financial performance and billing as necessary. Maintains strict confidentiality regarding these matters at all times. Also performs a variety of tasks specific to patient access initiatives which may include (but are not limited to) review of referring provider patterns, monitoring of patient access to appointments, phone workflow, and new process implementation to help increase patient access and service to surrounding communities. Reports directly to Director of Operations and works in tandem with Medical Director(s) of the site.

• Hires, supervises and appraises all clinic support staff, including completion of annual reviews. Monitors performance of staff and ensures performance and behavior are within compliance and in agreement with MEE policies. Also monitors time and leave requests in time-keeping system and approves weekly payroll.
• Conducts periodic office staff meetings to update support staff regarding policies, procedures and shared employee issues.
• Ensures appropriate clinic coverage and resource allocation based on daily clinic schedule. Designs and updates practice, conference, and vacation schedules of physicians and support staff and distributes updates/changes as appropriate. Goal is to meet patient demands at all times.
• Ensures staff members provide the highest level of customer service to patients, providers and each other.
• Cross-covers at front desk when administrative support staff are absent or in need of help; may include answering telephones, scheduling appointments, assisting with registration, checking patients in and out, greeting patients, booking surgeries, processing paperwork, coordinating testing, and other administrative tasks.
• Manages a high patient volume and complex clinical services, constantly monitoring daily patient flow to optimize patient encounters and the patient and physician experience. Ensures that each patient's medical record is prepared appropriately in advance of date of service, with all relevant external records collected and scanned to the MEE electronic record system in a timely fashion.
• Acts as the point person for physician and staff in the office for operational problem solving, patient/staff and MD concerns. Helps to troubleshoot and problem-solve if issues arise. Listens to and responds appropriately to patient complaints; this may require real-time service recovery with patients in the office or by phone.
• Serves as a role model to staff in areas of professional competence. Provides strong leadership by building an exceptional culture and environment by recruiting, inspiring, and retaining a kind, caring and talented team.
• Oversees and ensures proper execution of all tasks relating to scheduling, registration, insurance prior authorization, pre-certification as necessary for in-office procedures, and other billing-related activities.
• Works collaboratively and in coordination with supervisor, colleagues and other departments to address issues that affect patients care (such as audiology, radiology, Patient Access/registration, billing etc.).
• Leveraging the medical record reporting capabilities, compiles statistics per practice/department/MEE policy to ensure site is operating within budget and to monitor for opportunities to improve performance.
• Partners with physicians to create, block, and add scheduling slots in each doctor's scheduling template. Creatively collaborate with physicians to add clinic sessions when possible to maximize access and volume.
• Ensures training, implementation and follow-up as part of new departmental and hospital initiatives (i.e. new system roll-out or new policy implementation; new physician or service onboarding).
• Represents the site in meetings, including department staff meetings. Serve as an extension and liaison to the office of the Director of Operations and Senior Vice President.
• Ensures and maintains strict confidentiality regarding all patients, provider, physician and employee matters at all times.
• Takes responsibility for specialty clinical and administrative situations as they arise, including but not limited to international patient visits (may require acting as liaison between departments and patient family).
• Orders and maintains medical and office supplies. Processes invoices related to same in a timely manner. Interfaces with various vendors as needed.
• Ensures that all clinical equipment is repaired if needed and maintained on a regular schedule. Makes sure that all exam rooms are operational and waiting rooms and non-clinical spaces are clean and functional.
• Participates in preparation of annual departmental budgets.
• Performs other duties or projects as assigned.

Qualifications

Qualifications:

• Bachelor's degree in Business or Healthcare Administration preferred; Master's degree preferred.
• Minimum 3-5 years' experience in a high-volume health care setting or equivalent. Clinical experience preferred.
• Computer literacy required, including familiarity with health care medical record systems, Microsoft Outlook, Word, and Excel.
• Budget and staff professional development experience strongly preferred.

EEO Statement

Massachusetts Eye and Ear is proud to be an equal-opportunity employer and is committed to providing a workplace free from harassment or discrimination. All employment decisions are made without regard to race, color, age, gender, gender identification, sexual orientation, religion, marital status, sex, pregnancy or conditions related to pregnancy, national origin/ancestry, citizenship, disability, military status, genetic information, or any other basis prohibited by law. These protections extend to all management practices and decisions, including recruitment and hiring practices, appraisal systems, promotions, training, and career development programs.