Practice Manager, Anesthesia Pain Management

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.

 

 

Job Summary

Reporting to the Senior Administrative Director and additionally receiving direction Pain Division Chief, this role entails practice management oversight for the clinical operations and administration, of the Pain clinical at 850 Boylston St., Chestnut Hill The role also provides supervision, back-up, and cross-coverage support for practice operations as required. The Practice Manager works with the clinical staff to ensure a quality-based, customer-oriented workflow. Drawing on a broad understanding of hospital/physician practices and policies, and displaying a high degree of initiative and independent judgment, the incumbent will continually assess and direct a wide range of practice issues.

The role requires discretion and judgment to organize priorities, complete tasks, and manage confidential patient information and involves coordination of responsibilities related to office management, patient care, and administration. The role is also responsible for conflict resolution with patients in the clinic or via telephone in real-time. The Practice Manager provides support as appropriate to help staff navigate challenging interactions with patients and resolve concerns of the providers, staff, and patients. This position also supports clinical efforts and programs within the practices.

The role collaborates with colleagues across other MGB Pain locations, including other BWH Pain sites and those located at Massachusetts General Hospital in developing best practices, standard workflows, and other improvement initiatives. With AMC department integration, the role may evolve to cross-cover across various sites.

 

Qualifications

• Bachelor’s degree in business or healthcare administration required; graduate degree strongly preferred.
• Minimum of 2-3 years of experience in the administration of health care services required.
• Previous 2+ supervisory experience required.
• Thorough understanding of medical terminology and knowledge of billing charges required.

Essential Responsibilities: 

Patient-Focused Customer Service:

• Lead initiatives to create an elevated level of customer service by collaborating closely with the providers and staff to create the ideal patient experience and environment.
• Incorporate patient-focused behavior into the daily workflow at our sites.
• Set and implement exceptional customer service standards and coach administrative and clinical staff to ensure that patients' needs are addressed promptly and professionally.
• Develop and track customer service metrics and report status to various internal groups monthly. Patient Satisfaction ambulatory scores and implement strategies to improve patient satisfaction.
• Responsible for quality improvement projects for the clinic operations at all our sites.

Clinical Operations:

• Monitor the accuracy of registration, scheduling, and confirmation (billing) functions for outpatient services. Train and orient staff with respect to these functions. Make recommendations for improvements/enhancements to these functions. Conduct audits to ensure proper registration, scheduling, and confirmation procedures are being followed.
• Works actively as a “hands-on” manager in the clinic area. Assist the providers, staff, and patients during clinic sessions; ensure timely patient flow, see that proper forms are filled out, necessary patient information is secured, appropriate fees are collected for service, and patient inquiries are answered or referred to the correct individual.
• Work with the appropriate BWH/BWPO personnel to resolve all patient billing problems and inquiries relating to all services rendered.
• Triage patient complaints for the pain center, working with appropriate personnel and resolving the issues.
• Manage and monitor room utilization. Oversee schedule templates for all clinic physicians, including cancellations, changes, etc.
• Gather data and reports on registrations, scheduling matters, phones, managed care, and confirmations for presentation to the Administrative Director.
• Ensure patient confidentiality following hospital standards.
• Provides training and orientation for new hires; en