Practice Manager - Ima
Practice Manager - Ima
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Salary Not Disclosed
1 Vacancy
Job Description
GENERAL SUMMARY/ OVERVIEW STATEMENT:
The Operations Manager under general supervision from the Administrative Director works collaboratively with administrative and clinical leadership to oversee the daytoday operations of defined Teams/Pods in the Internal Medicine Associates. 1 Oversees and coordinates the departments practices by managing workflow staffing problem identification and resolution process improvement insurance and billing and establishment and maintenance of policies and procedures. 2 Directly supervises the administrative staff and performs all human resource management responsibilities including but not limited to recruitment orientation performance management and training. 3 Provides effective response to patient issues serving as an advocate between the department insurers and hospital. 4 Provides timely and successful cross coverage to the clinical support team to manage staffing and/or operational issues. 5 Participates in programs and committees as a representative of the department.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Manage the daily operations to ensure timely appropriate and effective services are provided to patients. Oversee directly or indirectly the work of the Teams/Pods within the IMA. Provide general administration to monitor act upon and evaluate:
- Workflow and staffing
- Operational inefficiencies and process improvement
- Patient experience
- Insurance billing and referral management
- Policy and procedure
1. Workflow and Staffing
a. Oversee the daytoday performance of administrative staff. Ensure staffing is at required levels daily managing scheduling and use of temporary coverage and overtime to meet volume and provider productivity within each unit. Evaluate develop and implement operational systems and procedures such as encounter form batching and specialty appointment scheduling to maximize the Patient Service Coordinators workflow and create staffing efficiencies.
b. Manage the recruitment process for the department including evaluation of staffing needs and positions. Prepare and submit post and hire forms (requisitions) as well as justifications for requests when needed. Screen interview and select applicants for a range of administrative positions; may conduct reference checks.
c. Provide orientation and training of administrative staff. Complete corrective action process as necessary. Assists in reviewing time off requests monitors attendance and tardiness interprets Hospital policies and ensures adequate coverage for all areas of responsibility
d. Develop implement and/or coordinate staff education and training for both personal and professional development. Organize mandatory training as outlined by the hospital JCAHO DPH or other governing guidelines. Training topics can include telephone procedures and computer applications as well as managed care and insurance products including HCFAA Medicaid/Medicare and other commercial products particularly as it applies to revenue and the frontend process.
e. Conduct initial ongoing and annual performance evaluations of administrative employees. Work with Team/Pod leadership and clinicians to establish performance standards.
f. Communicate with staff on a regular basis such as through staff meetings and distribution of helpful information.
g. Oversee the management of the Teams/Pods payroll within Kronos including the approval of overtime and the resolution of payroll issues. Utilize PeopleSoft for tracking and changing employee records.
h. Build and maintain ongoing working relationships with staff clinical and physician members of the Teams/Pods to facilitate positive staff morale
2. Operational efficiencies and process improvement
a. Evaluate no show cancellation wait times and other patient frontend quality of service indicators.
b. Resolve daily operational issues by effectively working with all members of the support and professional staffs.
c. Identify and develop Operations Improvement initiatives at the practice level and participate in Primary Care and/or other hospital department initiatives. Participate in hospital committee assignments on behalf of Practice leadership.
d. Identify monitor and resolve IS issues which impact the Teams/Pods operation. Participate in the evaluation of IS equipment and systems as it impacts operations.
3. Patient Experience
a. Collaborate with staff to support and assist them in the resolution of patient/customer service issues.
b. Ensure regular training of staff in service excellence
4. Insurance Billing and referral Management
a. Monitor patient billing activity to ensure compliance with revenue procedures.
b. Collaborate with the PO or GH Revenue Control to monitor patient billing activity throughout the Revenue Cycle.
c. Assist the Leadership Team with a preliminary budget and volume estimates; submit recommendations for cost savings to leadership
5. Policy and Procedure
a. Assist Practice leadership in establishing policies programs and procedures for the department.
b. Develop and provide training on administrative policies and procedures of the department and the hospital.
c. Maintain knowledge of human resources policies and procedures and of hospital medical staff bylaws.
d. Participate in departmental preparation for JCAHO and other regulatory site visits as outlined in the Standards of Practice.
e. Act as liaison to other Hospital departments regarding security safety project management finance information resources research etc.
6. Environment of Practice
a. Ensure the physical environment is maintained.
b. Act as liaison to the MGH Surveillance and Safety Teams during Quarterly practices surveys
c. Establishes and enforces fire and safety regulations for the Teams/Pods following established protocols and ensuring compliance with JCAHO OSHA and Hospital guidelines.
d. Conducts and documents Annual Fire and Safety for all staff assigned.
e. Responsible for monitoring programs/processes for office supply ordering and restocking
f. Act as liaison to the MGH Building and Grounds regarding physical repairs renovations and maintenance projects
All other duties assigned
SKILLS/ABILITIES/COMPETENCIES REQUIRED:
- Demonstrated ability to manage and lead a staff of diverse employees.
- Demonstrated strong interpersonal and communication skills
- Demonstrated ability to be flexible highly organized and thoughtful in a fast paced complex teaching hospital environment
- Demonstrated effective analytical and creative problem solver which will support sound decisionmaking
- Demonstrated good computer skills and knowledge of office practice applications
- Demonstrated high degree of initiative and independent judgment
- Demonstrated ability to manage financial information
- Demonstrated ability to perform all duties of Patient Services Coordinator IIII
EDUCATION:
- High School Diploma required Bachelors Degree stronglypreferred. Business or Health Care education preferred.
EXPERIENCE:
- Minimum of 5 years of healthcare experience needed working in a large medical or ambulatory setting
- Minimum of 3 years supervisory experience managing a diverse workforce
SUPERVISORY RESPONSIBILITY (if applicable):
- Responsible for managing 1025 FTEs
FISCAL RESPONSIBILITY (if applicable):
- Responsible for managing staff to the FTE budget and volume
- Assist the Leadership Team with Supplies and Facilities Resource management
- Collaborate with the Leadership Team on the annual practice budget process
Required Experience:
Manager
Employment Type
Full-Time
