Practice Manager, Orthopaedics

This position is 100% onsite at the main BWH campus.

GENERAL SUMMARY

The Practice Manager is responsible for the daily operations of the clinic located on the 2^nd floor of the Hale Building for Transformative Medicine at Brigham and Women's Hospital in Boston. The manager is responsible for the hiring and training of all non-medical personnel supporting clinic operations. The incumbent is responsible for staff development ensuring a high degree of employee satisfaction and accuracy in all work-related duties. The manager will be responsible for monitoring the efficiency of the clinic, including exam room allocation based on patient volume. They will be responsible for maintaining a safe work environment for employees and a safe place to receive care ensuring compliance with the Joint Commission, MA Dept of Public Health, OSHA, and Brigham and Women's / Mass General Brigham safety policies. The Practice Manager will recommend appropriate staffing levels to meet the needs of the clinic and will maximize clinic hours based on physician and patient needs with flexible staffing patterns. The incumbent will work closely with orthopedic administration to align workflows and best practices with operations across distributed campus and Ambulatory Administration. Works closely with all section chiefs within BWH Orthopaedic Surgery.

MAJOR RESPONSIBILITIES:

Operational

• Oversees the day-to-day performance of the Orthopaedic Clinic and the multi-disciplinary front desk that supports Orthopaedics, Rheumatology, and Radiology.
• Model appropriate behavior for staff, ensuring staff understands and delivers the highest quality service standards. This involves the delivery of excellent customer service to patients and the accurate and timely completion of all associated practice activities including but not limited to the patient clinic, scheduling, check-in, and check-out.
• Assists practice leadership with the development and implementation of policies, programs, and procedures for the site.
• Completes daily walk-throughs of the clinic to assess operational performance, staff morale, and patient satisfaction. Identifies opportunities for improvement. Understands at a fundamental level how to complete the tasks required by those under their management and performs hands-on duties as needed.
• Manages the patient flow of assigned clinic including proper support staffing patterns to meet patient demand.
• Work with the Operations Supervisor to ensure new employees are provided with appropriate Hospital, Departmental, and Divisional training. Serve as a trainer and content expert for practice-related information systems software utilized by medical and administrative staff. Develop materials, and tip sheets to assist with department-specific orientation
• Demonstrate ability to problem-solve and function as a resource to other members of the team and resolve complex issues on behalf of providers and patients
• Monitors no-shows, cancellations, wait times, copay collection reports, in-basket management, work queue, and other patient experience service indicators.
• Ensure that HIPAA policies and procedures are fully implemented and adhered to.
• Facilitate production and ongoing updates to patient materials, including but not limited to patient treatment agreements, waivers, clinical treatment guides, worksheets, etc.
• Ensures the physical practice environment is maintained.
• Identifies, monitors, and resolves IS issues that impact daily operations.

* Oversee exam rooms including podiatry rooms within the clinic by coordinating supplies with the Central Processing Department, training sterilization processes with MPAs, and coordinating with the physicians to ensure appropriate equipment and assistance are available within clinic space.

* Works closely with ancillary services, radiology, and rehabilitation services as examples, they ensure a high degree of patient satisfaction and assist with workflow changes to improve patient throughput.

• Implements and oversees workflows designed for BWH / MGB ambulatory operations.
• Problem solves and identifies opportunities for improvement in day-to-day operations.
• Supports onboarding of new staff and providers for site-specific orientation.
• Working collaboratively with clinical staff to ensure that all equipment in the clinic is operational and maintained. Coordinates the repair and maintenance of all office and clinical equipment in the practice, to include maintain active network contacts for maintenance and repair of equipment.
• Participates in hardware/software installation, troubleshooting, system access, etc.; serve as a resource for practice members for questions related to information systems.
• Assist in and supervise the development and implementation of department goals and objectives and educate the support staff on these goals
• Serves as a resource for staff to ensure that environmental and safety issues are addressed.
• Demonstrate proficiency in using Epic and an ability to quickly learn other information systems used within the institution
• Hold regular meetings/huddles with staff
• Covers for various roles throughout the clinic as needed.

Administrative

• Develops and provides training for staff on the administrative policies and procedures of the department and hospital.
• Interacts with other members of Orthopaedic Administration at BWH and across MGB
• Attends and participates in appropriate meetings within the department (BWH orthopaedic managers, operations, and faculty meetings).
• Participates in departmental preparation for the Joint Commission and other regulatory site visits.
• Builds and maintains ongoing working relationships with staff, clinical, and physician members of the practice/Department to facilitate positive staff morale and support provider productivity.
• Responsible for weekly payroll via KRONOS for staff of assigned locations.
• Evaluates, develop, and implement various administrative systems and procedures designed to maximize the administrative and clinical support workflows.
• Collaborates with clinical and administrative support staff to provide support and assist in the resolution of patient/customer service issues. Delegate patient complaints to appropriate teams and work with them to develop skill sets in handling difficult situations. Respond directly to and resolve patients' complaints when necessary.
• Ensures systems are in place to support patient receipt of appropriate information regarding scheduled appointments and procedures (e.g., letters, confirmation calls, documentation (i.e., labs, images, referral letters, etc.) required by patient before visit).
• Coordinates and conducts general staff meetings for assigned staff to ensure dissemination of information and solicit input from all staff members related to policies and procedures, day-to-day operations, etc.

Personnel/Human Resources

* Provides HR management in the areas of hiring, corrective action, training, and evaluation of employees.

* Coordinates, documents, and completes performance evaluations for support staff. Develops employees through ongoing coaching, counseling, and training. Administers corrective action if appropriate.

* Develops, oversees, and monitors competency training for assigned staff to ensure training and compliance with regular competencies and task monitoring.

* Develops, implements, and/or coordinates staff education for both personal and professional development of assigned staff, including organizing mandatory training as outlined by MGH, the Joint Commission, DPH, HIPAA, or other governing bodies.

* Manages employee HR issues for assigned staff.

* Manages overtime and schedules for assigned staff.

* Ability to handle sensitive matters discreetly to maintain confidentiality

Fiscal

• Provides fiscal updates and discusses budgetary opportunities with respective department leadership for the preparation of yearly practice budgets for the clinical site.
• In partnership with Materials Management (if applicable), monitors supply inventory and reviews the ordering of supplies to make sure that enough supplies are on hand for clinical operations; also minimizes the over-ordering of supplies, inclusive of special-order supplies.
• Supervises the collection of co-payments at the time of visit upon check-in.
• Ensures judicial use of overtime for assigned staff.
• Other duties as assigned.

Job Qualifications:

Bachelor's Degree in Business Administration or College coursework and 3-7 years of experience working in a busy academic ambulatory medical center. Successful candidate will possess a can-do attitude and be able to maneuver obstacles to create a Center where providers want to see patients and a practice location where patients want to be seen.

MINIMUM SKILLS AND KNOWLEDGE REQUIREMENTS:

1. A broad and thorough knowledge of: (a) physician practice management and resource utilization; (b) organizational and management theory and practice; and (c) financial systems, budget management, reimbursement issues and regulations

2. Strong capacity to recruit and develop supervisor (s), and staff

3. Excellent communication (both oral and written) and presentation skills

4. Strong customer service skills in a high-volume setting

5. Initiative and ability to work independently

6. Ability to multi-task and meet deadlines

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.