Practice Administrator

Site: The Brigham and Women's Hospital, Inc.

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

The Practice Administrator for the Division of Otolaryngology (ORL) is responsible for the oversight of the daily activities of the Division of ORLs main campus and Faulkner clinic. The Practice Administrator optimizes the efficiency of multi-faceted ambulatory clinics by coordinating the allocation of resources and the activities of their professional staff and support team.

The Division of ORL is a diverse clinic with outpatient appointments, clinic procedures, surgical scheduling, audiology/hearing testing, voice and other related services. Providers include 14 faculty, 10 Audiologists, 5 Speech and Language Pathologists, 4 Nurse Practitioners and 1 Physicians Assistant who all have clinical schedules as well as coverage of patient phone calls and follow-up. Staff include 1 Lead Medical Assistant, 7 Medical Assistants, 2 Practice Assistant, 3 per diem Medical Assistants, 1 administrative coordinator, and 3 New Patient Coordinators.

The Practice Administrator is ultimately responsible for creating a welcoming environment for all stakeholders, both internal and external. This critical position also leads with a patient-first service approach, while supporting staff, developing discussions, and continuously improving operations to the benefit of patients, employees, and clinical providers.

This is done in partnership with ORL leadership which includes the Division Chief and Sr. Administrative Director. The position reports directly to the Sr. Administrative Director.

Job Summary

Responsibilities

Overall Division Operations and Administration:

Oversees day-to-day operations including operational and tactical management of all staff

Acts in fiscally responsible ways with an eye towards budget management

Assists in creating schedules and monitoring space utilization by managing our Epic templates and clinic grid

Creates strong systems of accountability for all team members

Ensures compliance with all regulatory bodies including The Joint Commission

Fosters an open door environment where feedback is always welcome

Monitors workflows for process improvement opportunities

Develops systems and processes that satisfy the operational needs, standards, scheduling protocols

Problem solves in real time for both patients and providers

Provides supportive "troubleshooting" to patient representatives and clinical service area administrative and clinical management on complex patient/family situations and complaints.

Partners with leadership across all role groups on various new initiatives

Builds strong working relationship with vendors and internal stakeholders such as our Central Processing Department

Participates in departmental and organizational meetings and/or improvement committees

Learns basic functions of our administrative team to provide back up as needed

Responsible for all financial management of the clinic

Clinic Practice Operations:

• Responsible for developing, implementing and supervising clinical practice processes and systems to foster high quality care and patient experience. Leads collaborative activities within the division clinics. Works closely with the Sr. Administrative Director to put systems in place and provide on going evaluation.
• Manages the processes to ensure efficient scheduling, registration, referrals, and authorization management and inbasket management.
• Works to implement, evaluate, and improve revenue cycle processes related to registration, referrals, and authorization management to ensure optimal reimbursement for the division. Reviews and analyzes dashboards on all clinical practice activities, volume statistics, satisfaction measures, denial / write off trends, and other matrices to improve practice performance.
• Partners with clinical leaders of our embedded programs (voice therapy & audiology) to ensure continuity of care.
• Responsible for all Joint Commission related initiatives within the division. Responsible for ongoing monitoring of all compliance issues
• Interacts with Patient Family Relations and patients / family members in courteous and sensitive manner to help resolve issues.
• Coordinates equipment purchases and ensures that all equipment in the division is adequately maintained.
• Attends hospital wide leadership meetings to ensure we are compliant with ambulatory policies, and initiatives.

Human Resource Management:

• Responsible for overall management of clinic support staff. Involved in clinical and administrative activities for both clinics, with emphasis on clinical effectiveness, efficiency, and patient / provider experience. Responsible for meeting service and customer service standard.
• Organizes and oversees work schedules and assignment of work to meet operation demands of the division. Develops and implements procedures to ensure efficient processing and allocation of work related to clinic support.
• Performs the necessary hiring, orientation, performance evaluations, coaching and as needed termination of staff for the division.
• Completes weekly payroll, annual performance evaluations, and ensure mandatory HR screenings and trainings are completed in a timely manner for the designated division staff.
• Oversees any additional staff as needed.
• Meets regularly with staff in group and individual settings to foster a positive work environment and continue to evaluate staff needs.

Financial:

• Ensure appropriate inventory of supplies, requisitions and equipment for the practices.
• Coordinates the processing of purchase orders and check requests
• Assist with the process of budget forecasting for expenses incurred and anticipated
• Plan, implement and manage space, equipment, supplies, phone, and other needs within the practices

Qualifications

Education

Bachelor's Degree Related Field of Study required or Master's Degree Related Field of Study preferred

Can this role accept experience in lieu of a degree?

No

Licenses and Credentials

Experience

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

Knowledge, Skills and Abilities

• Strong understanding of all Office Suite.
• Strong communication and organizational skills.
• Strong and proven leadership skills.
• Ability to work with staff of all levels.
• Excellent time management skills.
• Generally Accepted Accounting Principles; physician billing and revenue.
• Ability to adapt to multiple and rapidly changing priorities and deadlines.

Additional Job Details (if applicable)

Physical Requirements

• Standing Occasionally (3-33%)
• Walking Occasionally (3-33%)
• Sitting Constantly (67-100%)
• Lifting Occasionally (3-33%) 20lbs- 50lbs
• Carrying Occasionally (3-33%) 20lbs- 50lbs
• 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%)

Remote Type

Onsite

Work Location

45 Francis Street

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

Pay Range

$78,894.40 - $114,795.20/Annual

Grade

8

At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.

EEO Statement:

The Brigham and Women's Hospital, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran's Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.

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At Mass General Brigham, our competency framework defines what effective leadership "looks like" by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.