Practice Manager

Primary Duties and Responsibilities

• Mission-critical leader who works in collaboration with the Physician Floor Leader and Nurse Director to provide oversight of the patient experience and exam and infusion operations; and the implementation of strategic initiatives and quality improvement projects.
• Appointment Scheduling
• Maintains day-to-day scheduling activity, runs daily reports, identifies gaps and resolves issues for complex scheduling systems.
• Coordinates infusion scheduling and ensures that day-to-day infusion scheduling is both accurate and in compliance with the Scheduling Guidelines.
• Responsive to exam and infusion requests for out-of-template needs, including same-day, next-day and add-on patient clinical circumstances.
• Access Management and Health Information Systems
• Provides staff training and oversight for health information related processes including: Partners Patient Gateway Enrollment, MASS HiWay, Medicare Secondary Patient Questionnaire (MSPQ), Massachusetts Medical Orders for Life-Sustaining Treatment (MOLST), and Release of Patient Information.
• Human Resources
• Manages and supervises the onboarding, training, staffing levels, and performance evaluations of administrative staff responsible for patient check-in, scheduling and patient facing customer service for exam and infusion practices.
• Indirect supervision of Clinical Assistants (CA).
• Exam Operations
• Ensures effectiveness, efficiency and safety are priorities in moving patients through their clinical visits, conducts real-time monitoring of patient throughput and executes on-the-spot adjustments.
• In conjunction with the Nurse Director, oversees CAs responsible for performing vital signs, patient rooming, and patient flow within the oncology exam practice.
• Monitors MD/NP/PA exam template utilization, recommending necessary improvement to maximize exam room utilization.
• Administrative management of floor based clinical specialties: i.e. Procedure Suite, Desensitization, Scalp Cooling Caps, Phase 1 EKG room management, Acute Care Clinic etc.
• Patient Experience
• Responsible for monitoring patient satisfaction and feedback.
• Works in collaboration with staff, nurses and clinicians, identifies potential problems and implements corrective actions to improve the patient experience.
• Information Technology
• Demonstrates competency during technological application interruptions; ensuring proper communications and mobilization of resources and information to support clinic operations; ensuring limited patient service interruptions throughout the outage.
• Serves as the first point-of-contact for clinic-based IT equipment and/or user interface issues.
• Manages the distribution, maintenance, after-use cleaning, inventory control, and technical troubleshooting issues of patient-use iPads.
• Quality Improvement
• Collaborates on strategic planning and operations improvement initiatives with Physician Floor Leader and Nurse Director.
• Regulatory Compliance
• To ensure safe, efficient, and effective delivery of quality care: oversees ongoing compliance with DFCI policies and procedures; HIPAA regulations; Department of Public Health; Centers for Medicare and Medicaid Service (CMS); and The Joint Commission (TJC) regulatory agency requirements for non-clinical staff in support of the accreditation process.
• Emergency Response
• Provides administrative support during medical emergencies.
• Led, coordinates, and guides staff and patients during Emergency Response events.
• Participate in strategic planning for patient scheduling around unplanned events such as weather or other unforeseen factors resulting in disruption of daily operations.
• Financial Forecasting, Development, Monitoring, and Evaluation
• Develops, monitors, and evaluates annual budgets for the clinical floor.
• Provides ongoing variance analysis of activities and develops necessary improvement plans.
• Facilities
• Coordinates with Facilities Department for all construction projects, facility upgrades, expansions, staff relocation, repairs, maintenance, and environment-of-care issues.

Qualifications

• Bachelor’s degree in Health Care Administration, Business Administration, or related field is required; Master’s degree is preferred.
• Three to five years of progressively responsible ambulatory care management (or similar clinical care) experience is required.
• Previous experience managing staff preferred.