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Beth Israel Deaconess Medical Center Manager - Practice Operations in Boston, Massachusetts

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Manager - Practice Operations

Department Description:Healthcare Associates in the academic primary care practice at Beth Israel Deaconess Medical Center. Serving a population of 40,000 patients, HCA's vision is for all our patients to achieve their best possible physical, emotional, and social health. The Manager, Practice Operations, leads the operations team for our large, dynamic, and fast-paced practice. A core member of the leadership team, the Operations Manager is responsible for providing clear, strategic, and operational direction to enhance the patient experience, quality of care, and staff wellbeing at HCA.

Job Location:Boston, MA

Req ID:38120BR

Job Summary:Manages the operations and practice functions of a large complex practice or multiple practices. Interacts extensively with medical staff, trainees, nurse practitioners, clinical nurses, patients, and management staff.

Essential Responsibilities:

  • Serves as a principal resource on all operational matters for assigned areas; may serve as a consultant to Practice Manager/Administrator of other practices on operational matters.

  • Partners with the Administrative Director or CAO and Medical Director to assign and oversee the use of clinic space for the divisions/providers. Monitors provider schedules to insure that appropriate front line staff is present and a reasonable number of patients are scheduled, in order to best facilitate care for the patients in a timely manner.

  • Develops and implements initiatives to improve patient satisfaction; monitors data to evaluate effectiveness of interventions. Implements relevant information systems, such as managed care, insuring accuracy of data input and patient appointments. Provides feedback regarding improvement and changes to system. Insures that staff's training needs are met.

  • Oversees management of practice support staff. Adheres to standards to meet service and customer service needs. Oversees assignment of work to meet operational needs. Develops and implements procedures to insure efficient processing of work. Participates in confidential salary planning for staff.

  • Develops and maintains systems and/or processes that measure the results of front line staff work/productivity, volume, patient/staff/provider satisfaction or other work improvement indicators. Supports the Practice Manager in these activities. Collaborates with other peers, providers and/or services to determine best practices, desired outcomes and best method of achieving outcome.

  • Identifies training needs of support and management staff. Coordinates regular skills development sessions for staff. Provides overall coordination and arrangement for recurring meetings, conferences, programs, or activities.

Holds regularly scheduled team meetings and keeps Directors informed. Represents the various service areas at assigned meetings.

  • Works closely with the Manager of Managed Care Department and shares oversight of the referral management staff. Implements Revenue Cycle policies and procedures of referral management, co-pay collection, and visit tickets.

  • Facilitates and ensures patient flow through all areas. Assists providers and insures availability of supplies.

  • Works with Directors to coordinate equipment purchases and insures that all equipment is adequately maintained. Arranges maintenance and repairs as necessary.

  • Has the authority to direct and support managers with functional area responsibilities. Has the direct responsibility to undertake the following employment actions: hiring, termination, corrective action and performance reviews. Direct Reports: More than 7 Indirect Reports: 11-20

  • Has full responsibility for planning, monitoring and managing budgets for multiple departments.

Required Qualifications:

  • Bachelor's degree required. Bachelor's degree in Healthcare or Business Administration preferred.

  • 8-10 years related work experience required and 1-3 years supervisory/management experience required

  • Experience in hospital/health center operations and ambulatory management.

  • Advanced skills with Microsoft applications which may include Outlook, Word, Excel, PowerPoint or Access and other web-based applications. May produce complex documents, perform analysis and maintain databases.

Competencies:

  • Decision Making:Ability to make decisions with significant, broad implications for the management and operations of a major department or multiple departments. Participates in decisions on overall strategy and direction of the organization.

  • Problem Solving:Ability to address problems that are broad, complex and abstract, often involving Medical Center-wide issues and requiring substantial creativity, resourcefulness, staff engagement, Lean diagnostic techniques, negotiation and diplomacy to develop solutions.

  • Independence of Action:Ability to set direction and vision for major departments or multiple departments. Establishes priorities, develops policies and allocates resources.

  • Written Communications:Ability to communicate complex information in English effectively in writing to all levels of staff, management and external customers across functional areas.

  • Oral Communications:Ability to verbally communicate complex concepts in English and address sensitive situations, resolve conflicts, negotiate, motivate and persuade others.

  • Knowledge:Ability to demonstrate broad and comprehensive knowledge of theories, concepts, practices and policies with the ability to use them in complex and/or unprecedented situations across multiple functional areas.

  • Team Work:Ability to lead collaborative teams for larger projects or groups both internal and external to the Medical Center and across functional areas. Results have implications for the management and operations of multiple areas of the organization.

  • Customer Service:Ability to lead operational initiatives to meet or exceed customer service standards and expectations in assigned unit(s) and/or across multiple areas in a timely and respectful manner.

Physical Nature of the Job:

Light work: Exerting up to 20 pounds of force frequently to move objects. Some elements of the job are sedentary, but the employee will be required to stand for periods of time or move through out the hospital campus

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