Practice Administrator

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.

 

The Practice Administrator for the Division of Otolaryngology (ORL) is responsible for the oversight of the daily activities of the Division of ORLs main campus and Faulkner clinic. The Practice Administrator optimizes the efficiency of multi-faceted ambulatory clinics by coordinating the allocation of resources and the activities of their professional staff and support team.



The Division of ORL is a diverse clinic with outpatient appointments, clinic procedures, surgical scheduling, audiology/hearing testing, voice and other related services. Providers include 14 faculty, 10 Audiologists, 5 Speech and Language Pathologists, 4 Nurse Practitioners and 1 Physicians Assistant who all have clinical schedules as well as coverage of patient phone calls and follow-up. Staff include 1 Lead Medical Assistant, 7 Medical Assistants, 2 Practice Assistant, 3 per diem Medical Assistants, 1 administrative coordinator, and 3 New Patient Coordinators.



The Practice Administrator is ultimately responsible for creating a welcoming environment for all stakeholders, both internal and external. This critical position also leads with a patient-first service approach, while supporting staff, developing discussions, and continuously improving operations to the benefit of patients, employees, and clinical providers.



This is done in partnership with ORL leadership which includes the Division Chief and Sr. Administrative Director. The position reports directly to the Sr. Administrative Director.

 

Job Summary

Responsibilities

Overall Division Operations and Administration:

Oversees day-to-day operations including operational and tactical management of all staff
Acts in fiscally responsible ways with an eye towards budget management
Assists in creating schedules and monitoring space utilization by managing our Epic templates and clinic grid
Creates strong systems of accountability for all team members
Ensures compliance with all regulatory bodies including The Joint Commission
Fosters an open door environment where feedback is always welcome
Monitors workflows for process improvement opportunities
Develops systems and processes that satisfy the operational needs, standards, scheduling protocols
Problem solves in real time for both patients and providers
Provides supportive “troubleshooting” to patient representatives and clinical service area administrative and clinical management on complex patient/family situations and complaints.
Partners with leadership across all role groups on various new initiatives
Builds strong working relationship with vendors and internal stakeholders such as our Central Processing Department
Participates in departmental and organizational meetings and/or improvement committees
Learns basic functions of our administrative team to provide back up as needed
Responsible for all financial management of the clinic
Clinic Practice Operations:

· Responsible for developing, implementing and supervising clinical practice processes and systems to foster high quality care and patient experience. Leads collaborative activities within the division clinics. Works closely with the Sr. Administrative Director to put systems in place and provide on going evaluation.

· Manages the processes to ensure efficient scheduling, registration, referrals, and authorization management and inbasket management.

· Works to implement, evaluate, and improve revenue cycle processes related to registration, referrals, and authorization management to ensure optimal reimbursement for the division. Reviews and analyzes dashboards on all clinical practice activities, volume statistics, satisfaction measures, denial / write off trends, and other matrices to improve practice performance.

· Partners with clinical leaders of our embedded programs (voice therapy & audiology) to ensure continuity of care.

· Responsible for all Joint Commission related initiatives within the division. Responsible for ongoing monitoring of all compliance issues

· Interacts with Patient Family Relations and patients / family members in courteous and sensitive manner to help resolve issues.

· Coordinates equipment purchases and ensures that all equipment in the division is adequately