Administrative Manager

Administrative Manager

Receiving general direction from the Administrative Director for Clinical Operations and collaborating with the Cardiology Associate Chief, Practice Manager, Nurse Director, and other members of the leadership team, the Administrative Manager oversees the operations of the Yawkey 5 cardiology practice. S/he is a hands-on leader, facilitator, resource, and coach who oversees operations, policies, and initiatives of the Yawkey 5 outpatient clinic.

The Administrative Manager oversees and supports clinical operations with a view towards enhancing patient care, patient satisfaction, quality & safety, staff development & effectiveness, workflow efficiency, innovation, and programmatic growth. S/he supervises and mentors the clinic’s Practice Manager and is a general resource for the physicians, APPs, and other members of the clinical care team as well as colleagues throughout the Division and MGH. S/he draws on an in-depth understanding of healthcare administration and displays a high degree of initiative and independent judgment. The Administrative Manager continually assesses, develops, and oversees a wide range of ongoing initiatives, including general operations management, patient access, customer service, project management, process improvement, and financial management. S/he more broadly assists the Administrative Director in meeting strategic goals. The role requires significant discretion, the ability to organize multiple and sometimes competing priorities, and exceptional problem solving skills.

CLINICAL OPERATIONS:

• Oversee the day-to-day operations of the Yawkey 5 cardiology practice

• Assess workflows and implement process improvements for increased efficiency and satisfaction of both patients and providers

• Consider how to most effectively utilize clinic space. Creatively adapt space to maximize capacity for patient facing care. Implement opportunities to use space at later hours or on weekends

• Ensure provider schedules are level loaded so patient volume is equitably distributed throughout the week

• Implement and operationalize new workflows related to the Ambulatory Care Transformation (ACT) project

• Contribute to the development of departmental policies, programs, and procedures to meet division and institution goals

• Collaborate and problem solve with other Administrative Managers, Patient Service Coordinators, Access Office staff, and Practice RNs as their work overlaps with and impacts clinic operations

HUMAN RESOURCE MANAGEMENT:

• Directly supervise and mentor the practice manager

• Provide indirect managerial support for practice staff including medical assistants and front desk patient service coordinators

• Assist the practice manager with recruitment, onboarding, training, performance appraisal, development and coaching

• Facilitate regular staff meetings and trainings. Ensure competencies are evaluated and maintained

• Manage schedules to ensure adequate staffing to support practice operations

PATIENT SATISFACTION:

• Serve as the first point-of-contact for patient inquiries

• Monitor patient service and satisfaction

• Evaluate survey results and suggest actions and improvements

REVENUE CYCLE MANAGEMENT:

• Oversee appointment status reconciliation, referral management, prior authorization, charge entry completion, and order management

• Analyze billing lag and process adherence reports, and reconcile missing charges

• Ensure insurance eligibility, registration, referral, admissions, and clinical research billing best practices

• Identify opportunities to expedite billing & revenue processes

• Facilitate resolution of billing issues/questions

EXPENSE MANAGEMENT:

• Review and analyze monthly/annual expenses, including overtime, temporary staffing, outside services, supplies, postage, etc.

• Participate in the preparation of annual revenue, expense, and capital budgets

ACCESS AND PATIENT FLOW:

• Analyze patient flow, provider schedules, and volume and access data.

• Identify and implement process improvement opportunities to maximize volume, patient access, efficiency, and patient experience.

REGULATORY READINESS:

• Ensure full compliance with Joint Commission, DPH, and CMS standards, as well as all hospital policies i.e. patient confidentiality/HIPAA best practices & requirements, fire safety, emergency response training requirements, etc.

• Direct proper maintenance of the physical environment

• Collaborate with practice manager and nurse director to conduct and document regular mock codes. Ensure staff are prepared to respond to emergencies

INFORMATION SYSTEMS AND TELECOMMUNICATIONS:

• Identify, monitor and resolve IS and/or telecommunications issues

• Act as a resource for applications and systems that impact practice operations (Epic, Syngo Dynamics, Apollo, PeopleSoft, UKG Dimensions, Microsoft Office, etc.)

The Administrative Manager provides cross-coverage to manage staffing and/or operational issues for other Cardiology service-lines, practices, and labs, as necessary.

1 direct & 29 indirect reports

Bachelor’s Degree required, Masters Degree preferred

Minimum 2 years of supervisory experience

Prior health care experience desirable

Strong communication, interpersonal and leadership abilities

Ability to provide support, direction and development to staff

Ability to make decisions and problem solve quickly and independently

High level of trust and reliability