Reporting to the Practice Director, the Practice Manager collaborates with floor leadership to provide oversight of the daily operations of the exam and infusion practices to manage patient's and visitor's first impressions, to maximize both efficient patient care, and satisfaction to oncology patients and their families. A mission-critical leader with significant floor presence, the Practice Manager balances multiple priorities with responses frequently required in real-time.

The Practice Manger functions as a strong leader and maintains effective working relationships with the Physician Floor Leader, Nurse Director, Administrative Directors, clinicians, support staff, nurses, patients, family members and visitors. The Practice Manager possesses effective communication skills, tact, diplomacy, and active listening skills to understand all perspectives enhancing the effective delivery of services to a diverse oncology patient population.

The Practice Manager assumes accountability for providing positive operational impacts and consistent effectiveness in the areas of finance, staff performance, resource utilization and patient experience. Additionally, the Practice Manager actively participates in all regulatory requirements, assures compliance with Dana Farber Cancer Institute's policy and procedures, quality improvements projects and institute initiatives.

The Practice Manager exemplifies and promotes Dana Farber Cancer Institute's mission, vision, and core values of impact, excellence, discovery, compassion and respect; incorporating such in all areas of the outpatient oncology practice.

Primary Duties and Responsibilities

Leadership:

• A 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:

• Monitors day-to-day scheduling activity, runs daily reports, identifies gaps and resolves issues for complex scheduling systems.
• Works with the Nurse Director to coordinate infusion scheduling and ensure 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:

• Ensure 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
• Works in coordination with Director of Analytics and the Disease Center Administrative Director, 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.
• Responsible for floor-based Real Time Locating Systems (RTLS) including: badge use compliance, distribution and management; provides direction and leadership during downtime; and first point-of-contact to assist during troubleshooting of systems related 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.
• Leads, 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:

• Forecasts, 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.

Knowledge, Skills and Abilities

• Working knowledge of computers required. Previous experience with Epic electronic medical record system preferred.
• Strong and effective communication, conflict resolution and interpersonal skills.
• Demonstrated excellent organizational, critical thinking, analytic and decision-making skills.
• Demonstrated ability to work as an effective member of an interdisciplinary team.
• Demonstrated ability to establish rapport with patients and families from a diverse variety of cultural, ethnic and religious backgrounds.
• Demonstrated flexibility and ability to set and change priorities and accept s additional responsibilities as situations require. Responds positively to new approaches and changes in the work environment.

Minimum Job 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.

License/Certification/Registration Required: None

Supervisory Responsibilities: Yes, directly supervises other staff

Patient Contact: Yes, direct contact with adult patient population

The hiring range is based on market pay structures, with individual salaries determined by factors such as business needs, market conditions, internal equity, and based on the candidate's relevant experience, skills and qualifications.

For union positions, the pay range is determined by the Collective Bargaining Agreement (CBA).

$77,700.00 - $97,000.00