Practice Manager, Orthopaedics

Job Description - Practice Manager, Orthopaedics (3304412)GENERAL SUMMARYThe Practice Manager is responsible for the daily operations of the clinic located on the 2nd floor of the Hale Building for Transformative Medicine at Brigham and Women’s Hospital in Boston. The manager is responsible for the hiring and training of all non-medical personnel supporting clinic operations. The incumbent is responsible for staff development ensuring a high degree of employee satisfaction and accuracy in all work-related duties. The manager will be responsible for monitoring the efficiency of the clinic, including exam room allocation based on patient volume. They will be responsible for maintaining a safe work environment for employees and a safe place to receive care ensuring compliance with the Joint Commission, MA Dept of Public Health, OSHA, and Brigham and Women’s / Mass General Brigham safety policies. The Practice Manager will recommend appropriate staffing levels to meet the needs of the clinic and will maximize clinic hours based on physician and patient needs with flexible staffing patterns. The incumbent will work closely with orthopedic administration to align workflows and best practices with operations across distributed campus and Ambulatory Administration. Works closely with all section chiefs within BWH Orthopaedic Surgery.MAJOR RESPONSIBILITIES:OperationalOversees the day-to-day performance of the Orthopaedic Clinic and the multi-disciplinary front desk that supports Orthopaedics, Rheumatology, and Radiology.Models appropriate behavior for staff, ensuring staff understands and delivers the highest quality service standards.Assists practice leadership with the development and implementation of policies, programs, and procedures for the site.Completes daily walk-throughs of the clinic to assess operational performance, staff morale, and patient satisfaction.Manages the patient flow of assigned clinic including proper support staffing patterns to meet patient demand.Works with the Operations Supervisor to ensure new employees are provided with appropriate training.Demonstrates ability to problem-solve and function as a resource to other members of the team.Monitors no-shows, cancellations, wait times, copay collection reports, and other patient experience service indicators.Ensures that HIPAA policies and procedures are fully implemented and adhered to.Facilitates production and ongoing updates to patient materials.Ensures the physical practice environment is maintained.Identifies, monitors, and resolves IS issues that impact daily operations.Oversees exam rooms including podiatry rooms within the clinic by coordinating supplies and training sterilization processes.Works closely with ancillary services to ensure a high degree of patient satisfaction.Implements and oversees workflows designed for BWH / MGB ambulatory operations.Supports onboarding of new staff and providers for site-specific orientation.Coordinates the repair and maintenance of all office and clinical equipment.Participates in hardware/software installation and troubleshooting.Assists in and supervises the development and implementation of department goals and objectives.Serves as a resource for staff to ensure that environmental and safety issues are addressed.Demonstrates proficiency in using Epic and quickly learns other information systems.Holds regular meetings with staff.Covers for various roles throughout the clinic as needed.AdministrativeDevelops and provides training for staff on the administrative policies and procedures.Interacts with other members of Orthopaedic Administration.Attends and participates in appropriate meetings within the department.Participates in departmental preparation for the Joint Commission and other regulatory site visits.Builds and maintains ongoing working relationships with staff.Responsible for weekly payroll via KRONOS for staff of assigned locations.Evaluates, develops, and implements various administrative systems.Collaborates with clinical and administrative support staff to resolve patient/customer service issues.Ensures systems are in place to support patient receipt of appropriate information.Coordinates and conducts general staff meetings.Personnel/Human ResourcesProvides HR management in hiring, corrective action, training, and evaluation of employees.Coordinates, documents, and completes performance evaluations for support staff.Develops, oversees, and monitors competency training for assigned staff.Develops and implements staff education for personal and professional development.Manages employee HR issues for assigned staff.Manages overtime and schedules for assigned staff.Handles sensitive matters discreetly to maintain confidentiality.FiscalProvides fiscal updates and discusses budgetary opportunities with department leadership.Monitors supply inventory and reviews the ordering of supplies.Supervises the collection of co-payments at the time of visit.Ensures judicial use of overtime for assigned staff.Other duties as assigned.Job Qualifications:Bachelor's Degree in Business Administration or College coursework and 3-7 years of experience working in a busy academic ambulatory medical center.MINIMUM SKILLS AND KNOWLEDGE REQUIREMENTS:A broad and thorough knowledge of physician practice management and resource utilization.Strong capacity to recruit and develop supervisors and staff.Excellent communication (both oral and written) and presentation skills.Strong customer service skills in a high-volume setting.Initiative and ability to work independently.Ability to multi-task and meet deadlines.BWH is an Affirmative Action Employer. By embracing diverse skills, perspectives, and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law.

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