Job Summary

• Assists in establishing divisional policies and procedures.  Evaluates, initiates, and implements various divisional systems and procedures and revises them as necessary to maximize efficiency. 

• Serves as point person for MGH environmental issues related to repairs, cleaning, directories, signage, etc. Establishes and enforces fire and safety regulations for the office, following established protocols, and ensuring compliance with JCAHO, HIPAA, OSHA, and Hospital and MGPO guidelines. Participates in Environment of Care rounds and resolving committee findings

• Coordinates with IS Department to arrange for hardware/software installation, troubleshooting, system access, etc.; Serves as resource for division members for questions related to information systems; Serves as custodian of any division-owned software to ensure only authorized use and security.

• Prepares and processes purchase orders as needed; Maintains an inventory of supplies for general use.

• Conducts bi-weekly divisional staff meetings to ensure dissemination of information and solicit input from all staff members related to policies and procedures, day-to-day operations, etc. Participates in monthly Department of Surgery managers’ meetings.

• Provides oversight and leadership for MGH clinical operations projects.

• Monitors monthly service statistics, including admissions data, OR statistics, etc. and facilitates strategies for improvement in utilization etc.

• Coordinates among clinical team for cross-coverage for breaks, vacations, etc. as well as for larger, division-wide projects, mailings, etc.

• Coordinate staff assignments through review of assigned Provider patient panels, associated volumes, and physician needs.

• Oversees operating room scheduling activities through the review of general Thoracic Block Schedule, Robotic Block Schedule, and oversight of the Thoracic Surgery Central Scheduler.

• Monitor of RSVP/Perioperative policies and guidelines and subsequent enforcement of those policies and guidelines.

• Escalate issues relating to recurring clinician documentation and other issues to outpatient department executive team and ensure regular intervals for compliance training are scheduled across practices.

• Collaborate with Ambulatory Management Services and assist with implementation of Mass General and MGB-wide initiatives involving ambulatory clinical operations.

• Oversee practice personnel issues, including final approval of the hiring of new support staff and the initiation of corrective action process, where applicable Conduct analyses on clinical space utilization across practices and other initiatives to improve patient access.

• Assists with oversight for affiliated site programs (coordinating surgeon scheduling, assisting with off-site issues as they arise and participate in quarterly site visits in the absence of Sr Clinical Operations Manager).

• Continually improves workflows for staff and providers by engaging in numerous process improvement initiatives. Current projects include: increasing patient access and increasing use of telehealth; streamlining surgical scheduling process, and increasing new patient volume.

• Manages and resolves patients complaints.

• Assists in revising ambulatory practice systems as necessary to maximize efficiency and meet hospital requirements.

• Identifies and evaluates the means for improving systems, costs and distribution of personnel.

• Makes recommendations to Sr Clinical Operations Manager for improvements and will be encouraged and expected to maintain active lines of communication towards continued growth and development of the division and its satellites, with a focus on high quality cost efficient care, patient satisfaction, financial stability, and value driven health care.

Responsible for single-site practice or smaller multi-site practices (3 or more locations).

Provides direct supervision of administrative and clinical support staff, and operational duties and functions.

As a member of the leadership team, provides administrative cross coverage to manage staffing and/or operational issues.

Does this position require Patient Care?

No

Essential Functions

Oversees the day-to-day administrative performance of secretarial and clinical support staff and manages staff schedules.
-Evaluates daily staffing needs and coordinates replacement of staff.
-Performs hiring, orientation, and evaluation of staff.

- Administers corrective action if appropriate.
-Assists in the career development of practice employees through ongoing coaching, counseling, and training.
-Ensures that all mandatory training is completed by staff and that HIPAA policies and procedures are adhered to by staff.
-Evaluates, develops, and implements administrative systems and procedures designed to maximize practice operations. Regularly evaluates and analyzes practice performance metrics to ensure optimal outcomes.
-Collaborates with practice leaders on the preparation of the practice's annual budgets.
-Oversees the department’s payroll, including the resolution of payroll issues. Monitors patient billing activity to ensure compliance with revenue procedures.
-Entry-Level Manager Role.

Education
Bachelor's Degree Related Field of Study required

Can this role accept experience in lieu of a degree?
Yes

Licenses and Credentials

Experience
Supervisory experience 5-7 years required and Experience working in a healthcare environment 5-7 years required

Knowledge, Skills and Abilities
- Strong understanding of Microsoft Office, including Excel.
- Strong communication and organizational skills.
- Strong and proven leadership skills.
- Ability to work with staff of all levels.
- Excellent time management skills.
- Strong analytical and math skills.
- Knowledge of Accounting Principles, physician billing, and revenue cycle management.
- Ability to adapt to multiple and rapidly changing priorities and deadlines.

Physical Requirements

• Standing Occasionally (3-33%)
• Walking Occasionally (3-33%)
• Sitting Constantly (67-100%)
• Lifting Occasionally (3-33%) 20lbs - 35lbs
• Carrying Occasionally (3-33%) 20lbs - 35lbs
• Pushing Rarely (Less than 2%)
• Pulling Rarely (Less than 2%)
• Climbing Rarely (Less than 2%)
• Balancing Occasionally (3-33%)
• Stooping Occasionally (3-33%)
• Kneeling Rarely (Less than 2%)
• Crouching Rarely (Less than 2%)
• Crawling Rarely (Less than 2%)
• Reaching Occasionally (3-33%)
• Gross Manipulation (Handling) Constantly (67-100%)
• Fine Manipulation (Fingering) Frequently (34-66%)
• Feeling Constantly (67-100%)
• Foot Use Rarely (Less than 2%)
• Vision - Far Constantly (67-100%)
• Vision - Near Constantly (67-100%)
• Talking Constantly (67-100%)
• Hearing Constantly (67-100%)

Pay Range

Grade