• Job Description

  Req#: 1108267
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  BRIGHAM AND WOMEN’S HOSPITAL
  HOSPITAL ADMINISTRATION
  Job Title: Practice Manager, Procedural Services (Infusion)
  Reports To: Administrative Director, Procedural Services (Infusion & Dialysis)
  GENERAL SUMMARY/ OVERVIEW STATEMENT:
  The Practice Manger for Infusion Services, in collaboration with nurse managers for these services, is responsible for the overall management and operations of the Ambulatory Infusion Center at Brigham and Women’s Hospital’s Main Campus in Boston, 850 Boylston in Chestnut Hill and Outpatient Infusion Center at Brigham and Women’s Faulkner Hospital. Reporting to the Administrative Director of Procedural Services, the Practice Manager has direct oversight of administrative staff supporting these services such as front desk and scheduling staff. The individual will take direction from the Administrative Director, Nursing Director, and Medical Director(s) while working closely with referring physicians, peers, and staff to create a positive culture and work environment while achieving service excellence for our patients.
  Drawing upon a broad understanding of hospital practices and policies and displaying a high degree of initiative and independent judgement, the manager will continually and proactively assess and direct a wide range of programmatic issues directly related to daily operations.
  This role involves oversight and management of approximately 10 FTEs and associated roles. Collectively, would oversee day to day operations with the combined patient visit volume of 35,000 patient treatments annually with the expectation of growth.
  PRINCIPAL DUTIES AND RESPONSIBILITIES:
  The responsibilities of this position are broad, including management of operations, patient throughout, quality and safety, performance improvement project development, long-range planning, personnel, finances, legal and regulatory issues, facilities and information systems for the specific set of procedural service(s).
  Specific responsibilities as follows:
  • Per the direction of administrative and clinical leadership, independently oversees all day-to-day practice operations for the services, escalating issues as appropriate.
  • Responsible for overall coordination of support staff as it relates to physician support, registration, appointment scheduling, customer service, sensitivity to patients and/or family members, work schedules and coverage.
  • Plans, assigns and evaluates work of support staff. Develops systems/workflows for operational excellence and measures performance utilizing key performance indicators targeting improvements in patient experience, throughput/patient access, and expense control.
  • Responsible overall human resource management of support staff including hiring, orientation, training, development, corrective action and performance evaluations.
  • Facilitates a strong working relationship between support staff, referring physicians, nurses, medical assistants as well as other stakeholders. Regularly seeks to collaborate and build relationships.
  • Ensures staff proficiency in all hospital-based and approved systems.
  • Provides Administrative Support to Nurse Manager, Nursing Director and Administrative Director including UKG, scheduling and participating in interviews, coordinating meetings and calendar appointments, and ordering miscellaneous office supplies.
  • Determines, implements and evaluates all administrative and operational needs of the practice.
  • Works closely with the hospital billing staff to ensure time capture and submission of charges. Ensures completeness and accuracy of coding and submission.
  • Responsible for all appointment scheduling functions of Ambulatory Infusion Center, including patient appointments, cancellations, no-shows, and emergency add-ons.
  • Facilitates efficient patient flow through the practice and is accountable for any patient related issues or concerns.
  • In collaboration with the Administrative Director, helps maintain a state of regulatory compliance and readiness in all practices. Works alongside Administrative Director for monitoring and completion of regulatory requirements.
  • Assists providers with placing referrals into the center.
  • Demonstrates and mentors staff members to be patient centered within their interactions, customer service, general communication and emphasizing good organizational skill management.
  • Responsible for all unit orientations, training, and visitor management.
  • Proactively seeks opportunities for operational improvements and works with leadership to design and implement changes. Independently implements process improvement strategies while engaging staff members to enhance and improve efficiencies.
  • Effectively leads departmental meetings with direct reports and administrative staff, maintains minutes and documentation of ongoing education and competencies. Compiles agendas and maintains minutes for departmental meetings.
  • Acts as a resource regarding the enforcement and practices of departmental policies and procedures.
  • Responds to and advises on a variety of inquiries and applies knowledge of established operations.
  • Responds to and resolves immediate problems within the department. Reports on-going problems to the Administrative Director.
  • Represents the department at various meetings and hospital forums.
  • Continuously monitors the practice physical environment and identifies problems and seeks resolution. Maintains cleanliness and physical integrity.
  • Responsible for payroll completion of all staff members including clinical and non-clinical staff.
  • Attends all required departmental and hospital meetings. Shares project progress with departmental leadership and team accordingly. Presents on behalf and for the promotion of Ambulatory Infusion Center and Outpatient Infusion Center.
  • Management and administrative duties handled with attention to detail and urgency, such as meeting and calendar management, multidisciplinary meeting preparation, and agenda distribution.
  • Responsible for materials inventory management oversight.
  • All other duties, as assigned.
  For all positions that include direct patient care, indicate with an “X” the age(s) of all patient populations served
  No Direct Patient Care	X
  All age groups		Adolescence (13 to 17 years)
  Neonates (birth to 1 month)		Young Adult (18 to 25 years)
  Infant (1-month to1year)		Adult (26 to 54 years)
  Early Childhood (12 months to 5 years)		Senior Adult (55 to 64 years)
  Late Childhood (6 to 12 years)		Geriatric (65 years and up)
  SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:
  • Knowledge of practice operations and standards.
  • Understanding of procedures including filing, copying, scanning, printing, and faxing.
  • Highly proficient in all communication skills (phone, verbal and written). Ability to handle sensitive information and situations with poise and professionalism.
  • Strong organizational, coordination and judgment skills. Ability to prioritize effectively.
  • Analytical ability and strong problem-solving skills (critical thinking)
  • Ability to manage multiple tasks effectively, following established protocols, and work within systems.
  • Excellent interpersonal skills
  • Ability to effectively and productively manage and lead staff.
  • Advanced computer skills. Ability to use all applicable applications at highest competency level.
  • Ability to problem solves and troubleshoots. Ability to analyze a situation and determine best course of action within established guidelines.
  • Advanced understanding and use of medical terminology.
  • Advanced comprehension of billing and fiscal information.
  • Knowledgeable and compliant with all hospital, State and Federal requirements (where applicable to job performance), including policy and procedures with The Joint Commission, CMS and HIPAA.
  WORKING CONDITIONS:
  Works in an office setting. Attends meetings in and out of the hospital. Is available for early and late meetings and flexible to meet frequent deadlines. Some evening, overnight, and weekend work/travel (national and potentially international) will be required.
  SUPERVISORY RESPONSIBILITY:
  Directly supervises administrative support staff and other nonprofessional personnel as applicable. Indirectly supervise all other delegated procedural service(s) staff.
  FISCAL RESPONSIBILITY:
  Financially accountable for the budget performance of the delegated procedural services hospital cost centers. Is responsible for the solvency of all accounts under the those delegated service(s) purview.
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  QUALIFICATIONS:
  • Bachelor's degree in business, public or health management or other related field; Masters preferred.
  • Minimum of two (2) years of management experience in a healthcare setting. Clinical Operations and Scheduling experience preferred, ideally within Infusion or in Ambulatory Healthcare Practice Environment.
  • Direct supervisory experience preferred.
  • Lean certification and/or leadership experience with healthcare performance improvement initiatives helpful.
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  Brigham and Women’s Hospital is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, sexual orientation, protected veteran status, or on the basis of disability.
  
  BWH Boston Main Campus (BWHMAIN)
  75 Francis St
  Boston, 02115
  
  

• About the company

  Brigham and Women's Hospital is the second largest teaching hospital of Harvard Medical School and the largest hospital in the Longwood Medical Area in Boston, Massachusetts.

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