PRACTICE MANAGER (Warren Practices)
Massachusetts General Hospital (GHC) - Boston, MA

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General Overview

Receiving general direction from the Administrative Manager for MGPO Operations, the incumbent is responsible for overseeing the day-to-day administrative operations of the Electroconvulsive Therapy (ECT) Program , as well as the Warren Building’s 6 th floor area (which includes the Inpatient Consult Liaison Service, the Fellowship in Psychosomatic Medicine; , the Warren 6 outpatient clinic and Transplant Service), the (Blake 11) inpatient psychiatric unit, and the Acute Psychiatry Service (of the Emergency Department). The incumbent is also responsible for supervising the administrative staff members that support these services. Drawing on a broad understanding of Hospital practices and policies and displaying a high degree of initiative and independent judgment, the incumbent will collaborate closely with the Administrative Manager and clinical service leaders to continually assess and maintain a wide range of issues: including operational, support personnel, insurance authorization, phone access, revenue processing, and systems issues. Develops and maintains a quality-based, patient focused experience. Possesses a thorough knowledge of current Department of Public Health (DPH), Department of Mental Health (DMH), Joint Commission and HIPAA standards. Develops and maintains effective working relationships with external departments and organizations to improve operations. Requires discretion and judgment to organize priorities, complete tasks, and handle confidential information.


Supervision of Administrative Staff: Supervise administrative staff, as well as oversee their day-to-day performance and act as a resource to them. Ensure adequate administrative staffing to meet clinical and operational needs, as well as devise and implement a plan for cross coverage. Schedule and approve requests for the use of Earned Time. Evaluate administrative staff performance and work with Administrative Manager to take corrective action as necessary. Establish, monitor, and ensure performance against customer service standards (phones, access to services, etc.) Monitor and ensure staff adherence to regulatory requirements and hospital policies and procedures. (Joint Commission, HIPAA, registration, express phone procedures) Monitor clinical scheduling practices to ensure reasonable timeframes for patient access.

Operations: Responsible for creation and maintenance of the ECT service schedule. Effectively liaison between ECT clinical staff, anesthesia staff, Center for Perioperative Care (CPC) staff, and Post Anesthesia Care Unit (PACU) staff to ensure accurate, efficient scheduling of patients. Proactively reach out to patients to minimize no show rate and ensure patients arrive for treatment on the correct date. Must work with Department leadership and the MGH Process Improvement team on creation of and implementation of new initiatives to increase administrative efficiency for the service. Evaluate, develop and implement work flow/office systems to improve efficiency, the patient experience, and performance relative to key financial indicators (co-pay collection, managed care requirements, etc.). Oversee purchasing, monitor co-pay collection, and adhere to cash collection policies and procedures. Assist with space issues including relocation, equipment needs, and refurbishing. Initiate, promote, and maintain collaborative relationships with critical 3rd party payers to align systems and processes to expedite authorizations and payment. Develop/maintain files and records related to operations. Provide support and assistance in the resolution of patient/customer service issues. Identify patient access constraints and work collaboratively with the Administrative Manager and Clinical Directors to resolve. Build and maintain ongoing working relationships with staff to facilitate positive staff morale and to support productivity. Develop and lead special projects to support practice goals to meet revenue targets, as well as compliance and patient satisfaction related initiatives.

Education And Training: Provide initial and ongoing training of administrative staff for all areas of responsibility.

Supervisory Responsibility:
Directly supervises 5 administrative support personnel.

Education And Training:

Time Management: Exceptional organizational skills and ability to organize time and priorities effectively, asking for direction when appropriate. Flexibility to handle multiple tasks and deadline pressures.

Quality Assurance: Skills to work efficiently and effectively and strive to do so in all aspects of position. Ability to effectively manage day-to-day operations, monitor and manage patient access.

Personnel Management: Ability to skillfully handle issues of sensitive nature with respect to confidentiality, abiding by institutional guidelines. Ability to recruit, train and supervise staff and to ensure that performance evaluations, payroll, employee changes and other HR transactions are completed in an accurate and timely manner. Ability to provide support, direction and development to staff.

Fiscal Responsibility: Effectively process encounters through the MGPO and Hospital revenue systems and co-pay collection. Ensure acquisition of necessary approvals/authorizations form 3 rd parties.

Discretion and Confidentiality: Ability to handle sensitive and confidential matters discreetly and to ensure confidentiality guidelines are maintained by staff.

Information Systems/Technology Skills: Sound computer skills (including, word processing, electronic mail, Internet, spreadsheets, Vision, Access and other office management systems).


Bachelor’s degree required

Minimum of 3-5 years of prior supervisory/management experience, preferably in an outpatient environment.

Working Environment

Normal office conditions. May be required to attend meetings outside of regularly scheduled hours.