Massachusetts General Hospital (GHC) - Boston, MA

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General Overview

Receiving direction from the Administrative Manager of Outpatient Services, this position oversees the day-to-day performance and operations of the Patient Service Coordinators and Revenue Processing Coordinator in the MGH Wang 8 Outpatient Psychiatry Practice. Drawing on a broad understanding of MGH practices and policies and displaying a high degree of initiative, the incumbent will continually assess, direct and support a range of programmatic issues including front desk operations and staffing, psychiatric billing, managed care issues, and revenue processing. The incumbent will provide cross coverage to manage staffing and/or, operational issues in a time sensitive manner. In addition, the practice manager supports the broader department clinics with training, organizing coverage, and guidance when needed.


Collaborates with Administrative Manager to evaluate, develop and implement various administrative systems and procedures designed to maximize the efficiency of the daily workflow.

Responsible for scheduling support staff’s earned time and implements coverage plan across department outpatient clinics including filling in at front desks and Message Center when needed.

Solely supervises the Department Float Secretary (PSC3) in all duties, schedule, training, supervision, discipline and evaluation.

Responsible for processing weekly payroll for 40+ employees, including daily attention to Kronos and resolution for any payroll issues. Distributes T passes for 7 different work groups each month.

Oversees the day to day performance of Adult Psychiatry Clinic support staff and provides direct supervision including participation in hiring, training, issuing of corrective action, and evaluation of employees.

Participates and leads special projects as assigned by Administrative Manager and Administrative Director to meet hospital revenue, compliance and patient satisfaction related topics.

Responds to inquiries and complaints from patients, family members, clinical staff, outside agencies and others to resolve operational and billing problems. Monitors the patient experience and implements changes when needed.

Develops implements and oversees the maintenance of filing, record keeping, and other types of ambulatory care practices, and revises them as necessary to maximize efficiency.

Provides back up administrative support for the Outpatient Injection Clinic including: ordering medications through online system, obtaining medications from MGH Pharmacy, their storage, return to MGH pharmacy if necessary and daily monitoring the temperature of medication refrigerator, all in accordance with medication handling policies.

Assists in and supervises the development and implementation of department goals and objectives and educates the support staff to these goals.

Participates in monthly support staff meetings.

Identifies and evaluates the means for optimizing costs, distribution of personnel and work schedules. Makes recommendations to the Administrative Manager for improvements.

Monitors patient billing activity to ensure highest possible compliance with revenue procedures. Supervises the front desk staff to make certain hospital and insurance guidelines are being met with respect to referral management, co-payment collection and batching guidelines.

Provides occasional back-up in the charge entry of encounter forms.

Acts as the liaison to other Hospital units or departments regarding security, safety, project management, information resources, etc.

Ensures that the physical environment is maintained. Establishes and enforces fire and safety regulations, following established protocols, and ensures compliance with the Joint Commission, OSHA, HIPAA and Hospital guidelines.

Performs all other duties or special projects that are appropriate to this level of position.


Effective interpersonal and communication skills

Must have the flexibility to handle multiple tasks and deadline pressures in a fast paced, complex teaching hospital

Effective analytical skills, ability to make decisions quickly and independently

Ability to provide support, direction and development to staff

Ability to work collaboratively

Strong organizational and problem solving skills

Must display high degree of initiative and independent judgement

Good computer skills and knowledge of office applications

IDX, PATCOM, LMR, ISIS, Kronos, Excel, Microsoft Outlook


Associates’ Degree, business or equivalent

Bachelor’s Degree in business or health care preferred

Minimum of 3-5 years of healthcare experience

Minimum 2 years supervisory experience