Practice Manager

Massachusetts General Hospital(MGH) View Company Profile

Practice Manager – (3291104) GENERAL SUMMARY/ OVERVIEW STATEMENT: Receiving direction from the MGH Dental Chief and reporting to the OMFS Operations Director, the Practice Manager (PM) is responsible for managing and coordinating the day-to-day operation and activities including the administrative oversight of the MGH Sub-Divisions of Dentistry and Orofacial pain. In partnership with the Chief will also coordinate/oversee the clinical activities in the department. Direct reports are Billing Representatives, Dental Hygienists, Dental Assistants, Patient Services Coordinators, and High-Level Disinfection Technicians. PRINCIPAL DUTIES AND RESPONSIBILITIES: Operational a. Assists Chief and Operations Director in establishing practice policies and procedures. Evaluates, initiates, and implements various practice systems and procedures and revises them as necessary to maximize efficiency. b. Completes daily walk-thruxe2x80x99s of the clinic to assess operational performance, staff morale, and patience satisfaction as well as identify areas for improvement. Understands at fundamental level how to complete all tasks completed by those under their leadership (i.e. scheduling, pt check-in/out, surgical assistant assignments, etc.) c. Receiving direction from the Chief, manages the Dental practicexe2x80x99s clinic patient flow as well as the clinical support staff ensuring the clinic is properly staffed for the volume of visits and procedures scheduled. Oversees the clinic schedule ensuring that all necessary resources are available and troubleshoots whenever necessary, particularly room management and front desk d. Manages clinical and support staff work schedules. Coordinates vacation coverage and sick time coverage for assigned staff. Collaborates with the Operations Director and HR on future staffing needs of the practice to address staffing shortage in advance when possible or immediately when notified of pending changes. e. Evaluates no show, cancellation, wait times and other patient front-end quality of service indicators, particularly the practicexe2x80x99s CG-CAHPS patient satisfaction scores. Shares feedback with providers and staff and, more importantly, develops improvement plans to address improvement areas and monitors and tracks implementation. f. Maintains a high level of customer service. Ensures that personnel greet patients in a prompt and courteous manner. Monitors staff/patient interactions and institutes customer service improvements. g. Troubleshoots all patient-related issues for conflict resolution. Serves as primary resource for resolution of administrative questions/issues/problems in the Sub-Divisions of Dentistry and Orofacial Pain. h. Set and monitor par levels for clinic and each room, ensuring efficient, yet appropriate supply and instruments are on hand. Collaborate with Central Sterile Processing and Materials Management to monitor and improve supply and instrument inventory processes. i. Ensures that all equipment in clinical is operational and maintained. Coordinates the repair and maintenance of all office and clinical equipment in the practice, to include maintain active network contacts for maintenance and repair of equipment. j. Coordinates with Partners Information Resources Department to arrange for hardware/software installation, troubleshooting, system access, etc.; serves as resource for practice members for questions related to information systems; serves as custodian of any practice-owned software to ensure only authorized use and security. k. Serves as point person for practice environmental issues relating to repairs, cleaning, signage, security, etc. Establishes and enforces fire and safety regulations for the department, following established protocols, and ensuring compliance with Regulatory Agencies, including, but not limited to: Joint Commission, OSHA, HIPAA, CODA, and Hospital guidelines. l. Serves as the departmental Super user for Epic. Maintains and updates master schedules, provider templates, etc. Implements new administrative and financial systems (Patient Gateway, Epic) and monitors phone system to ensure access and throughput. m. Works on special projects as necessary or as directed. Requires discretion and judgment to organize priorities, complete tasks and handle confidential information. Administrative a. Develops, oversees and monitors competency training for all staff to ensure training and compliance with regular competencies and task monitoring. b. Oversees Practice Patient Gateway site and manages patient and provider referrals in Epic. c. Coordinates and conducts general staff meetings for assigned staff to ensure dissemination of information and solicit input from all staff members related to policies and procedures, day-to-day operations, etc. d. Attends appropriate meetings within and outside the hospital (Practice Management Forum, , Excellence Every Day Forum, Payor Forum, Service Improvement, etc.). e. Participates on all hospital-wide and practice-specific Epic work groups, training sessions, and monthly administrative meetings. f. Serves as clinicxe2x80x99s xe2x80x9ctimekeeperxe2x80x9d prepares weekly payroll through UKG Time Reporting and payroll system; enters employee time information and associated transactions. g. Performs all other duties and responsibilities as determined by department leadership. Fiscal a. Reviews various statistical reports regarding utilization and patient waiting times. Monitors monthly practice statistics, including visit volume and access reports. b. Coordinates and manages the centerxe2x80x99s patient care professional finances including a large Dental Fee-For-Service practice and other payer related activity. c. Ensure effective interaction with patients related to financial and coordination of care issues, ensuring all billable services are properly identified through oversight and management of the process. d. Acts as the primary point of contact for all inquiries regarding onsite dental payments and day of care estimates. e. Reconciles monthly budget expenses to ensure accuracy. f. Coordinates with Accounts Payable, Payroll, and other departments as is needed for resolution of errors or identification of charges. g. Monitors supply inventory and reviews the ordering of supplies to make sure that enough supplies are on hand for clinical operations; also minimizes the over-ordering of supplies. h. Assists Operations Director in submitting capital budget requests. i. Orders equipment for the Dental Group practice located in Charles River Plaza (CRP) in coordination with the Dental Chief. Personnel/Human Resources a. Hires, supervises, coordinates, and evaluates the activities and performance of the Dental support and clinical staff to ensure the efficient operation of the unit. b. Oversees new employee sign-on, orientation, training, and competency assessments. c. Coordinates with Human Resources, MGPO Office, Admin Director, Payroll, and Research Finance Offices for processing of all employee changes in PeopleSoft Manager Self-Service. d. Identifies and addresses educational needs of staff and designs a plan to meet them. e. Builds and maintains ongoing working relationships with staff to facilitate positive morale. f. Troubleshoots all personnel issues and conducts corrective action as necessary. g. Reviews and works with the Operations Director to address salary and wage issues. h. Ensures that employee performance evaluations are completed in a timely manner. i. Ensures the number of regular and overtime employee hours does not exceed budgeted/appropriate levels. Monitors the use of earned time and unscheduled earned time. j. Approves time off requests and ensures adequate coverage for areas of responsibility. Informational Technology a. Coordinates with direct reports, MGB IS, the divisionxe2x80x99s Network Administrator, and outside Vendors regarding troubleshooting, system access, etc.; serves as resource for the Division of Dentistry employees for questions related to information systems; serves as custodian of any Department-owned software and equipment to ensure only authorized use and security. b. Follows up with IS and reports to the Department on system downtime and troubleshooting IS issues. Functions as liaison with internal groups and external organizations. c. Oversees Dental information systems access/security issues. d. Works with the departmentxe2x80x99s designated Web Coordinator to develop and maintain Dental Internet/Intranet Web sites. This description is intended to indicate the kinds of tasks and levels of work difficulty that will be required of positions that will be given this title and shall not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of staff members under his or her supervision. The use of a particular expression or illustration describing duties shall not be held to exclude other duties not mentioned that are of similar kind or level of difficulty. QUALIFICATIONS: High School Diploma Required, Bachelorxe2x80x99s degree in Hospital Administration, Public Health, Business, Accounting, or Finance strongly preferred. Familiarity with dental office workflows and overall hospital and MGPO fiscal and administrative policies and procedures is a plus. 3- 5 years of experience in similar setting required. Incumbent must work independently under general supervision of the Dental Unit Chief and the Operations Director. Also, must be able to interact effectively and persuasively with all levels of the organization. Minimum of 2 years supervisory experience managing a diverse workforce SKILLS/ ABILITIES/ COMPETENCIES REQUIRED: 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. Communications skills: Exceptional skills for a varied workforce that includes MDxe2x80x99s RNxe2x80x99s, NP, PA, Surgical Assistants, Residents, students and clerical staff. 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, establish and maintain policies and procedures, monitor service statistics, manage patient flow and “front desk” operations, coordinate space and infrastructure issues, and ensure effective coordination of training programs. Ability to engender these skills among staff. 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. Professional Knowledge: Sufficient knowledge to improve, enhance, or upgrade complex financial, operational and technical systems. Seeks continuous professional education. Leadership: Ability to identify issues and improvement projects. Demonstrates integrity. Ability to communicate effectively, sell ideas, and take ownership and responsibility for activities. Fiscal Responsibility: Effective financial skills, including ability to monitor timely submissions. Discretion and Confidentiality: Ability to handle sensitive and confidential matters discreetly and to ensure confidentiality guidelines are maintained by staff. Analytical Skills: Ability to conduct operational analysis and understand statistical reports. Critical Thinking/Decision Making: Ability to appropriately evaluate all aspects of a situation and to independently make appropriate and timely decisions. Information Systems/Technology Skills: Exceptional computer skills and knowledge of Microsoft Office (operating systems, word processing, database, electronic mail, Internet, spreadsheet), OR Scheduling, and other office management systems. Safety/Compliance: Knowledge in all aspects of safety and ability to ensure a safe environment for staff and laboratory subjects. WORKING CONDITIONS: Ambulatory care setting. SUPERVISORY RESPONSIBILITY: Responsible for day-to-day management of approximately 20+ employees including staff who are in lead roles for areas of responsibility. FISCAL RESPONSIBILITY: Works to improve access to service, which relates to increase volume and revenue. Monitors the use of overtime and supply ordering. Ensures timely submission of all encounter forms. EEO Statement Massachusetts General Hospital is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. Applications from protected veterans and individuals with disabilities are strongly encouraged. Primary Location MA-Boston-MGH Main Campus Work Locations MGH Main Campus 55 Fruit Street Boston 02114 Job Professional/Managerial Organization Massachusetts General Hospital(MGH) Schedule Full-time Standard Hours 40 Shift Day Job Employee Status Regular Recruiting Department MGH Dental Group Job Posting May 22, 2024

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