Senior Administrative Manager, Ambulatory Operations and New Initiatives at Massachusetts General Hospital(MGH) in Boston, Massachusetts

Job Description:

Receiving general direction from the Senior Administrative Director for Clinical Operations, the Senior Administrative Manager manages the operations, human resources, finances, long-range planning, and project management for all Neurology outpatient areas. Following the core values of providing outstanding clinical care with excellence in education, research, and community service, this position will take lead on outpatient experience and process improvement projects and work closely with the Administrative Director to develop and implement new programs and clinic models.


Drawing on a broad understanding of hospital practices and policies and displaying a high degree of initiative and independent judgment, the Senior Administrative Manager will partner with physician and administrative leaders, the Vice Chair for Clinical Affairs, the Ambulatory Nursing Director, and Division Chiefs/Clinical Directors to continually assess and direct a wide range of programmatic issues.


PRINCIPAL DUTIES AND RESPONSIBILITIES:



Clinical Operations & Leadership



• Directly supervises an Administrative Manager, access team members, and other non-clinical support staff as assigned and supports their efforts to provide the very best experience for our patients and physicians. Sets administrative direction and provides oversight of all decisions and projects that affect the operations of assigned outpatient areas (i.e. policies and procedures, systems, staffing, and financial strategy). Assigns and prioritizes projects and resolves workload issues. Supports professional growth by providing opportunities for skill development and coaching as needed. Develops a cohesive, efficient and service-oriented outpatient operations team.


• Focuses on the recruitment, retention, and professional development of administrative and management staff. Considers all aspects of organizational structure as processes evolve.


• Develops and implements programmatic changes and improvements at the division and department levels to further the goals as set by Department and Division Chiefs. Collaborates closely with colleagues and leadership to improve and grow business units.


• Builds consensus and negotiates change across multiple constituent groups (leadership, physicians, nursing, administrative staff). Resolves issues/conflicts/questions that impede progress.


Operations


• Works with Administrative Managers, Group Practice Administrators and Practice Managers to ensure daily operations of the high-volume clinics run smoothly and efficiently while maintaining the highest quality of care and a strong customer service orientation.


• Assesses and evaluates outpatient systems/processes/costs/staffing to improve workflow and maximize efficiency. Makes recommendations for improvements to Senior Administrative Director and departmental leadership and implements recommendations.


• Monitors, analyzes, and reports on key operating measures across assigned outpatient areas and the Access Center and facilitates strategies for improvement. Addresses practice access issues with Group Practice Administrators/Practice Managers, clinicians, and support staff.


• Oversees access team members and partners with MGB Ambulatory Call Center team to proactively address access issues and ensure the department's access goals are met. Monitors and reviews access reports to facilitate improvements.


• Monitors and develops innovative solutions to exam room utilization. Makes recommendations to Sr. Administrative Director about opportunities for improved efficiency.


• Works in collaboration with MGH Office for Patient Advocacy, the Ambulatory Management team, the Referral Management Office, the MGB International Office, and referring providers to ensure consistency and quality of access.


• Oversees and coordinates departmental customer service initiatives. Resolves all customer service issues in a timely fashion. Responds to and resolves patient and referring provider complaints.


• Works with Group Practice Administrators/Practice Managers and the Access Team on providing adequate coverage/cross-coverage in areas of responsibility, right-sizing workloads, and is mindful of support staff morale.


• Ensures that the physical environment of assigned practices are maintained. Ensures accountability of Group Practice Administrators and Practice Managers in regards to compliance with JCAHO, HIPAA, DPH, OSHA and hospital guidelines.


Financial Management


• Assists Senior Administrative Director and the Department's finance team with financial aspects of assigned areas, including annual operating and capital budgets, non-professional salaries, non-salary expenses and FTE reconciliation. Monitors budget performance during the fiscal year, verifying accuracy in monthly budget statements. Resolves discrepancies and reporting errors.


• Works closely with the MGPO Professional Billing Office on billing practices and collection for services.


• Develops and implements strategies for cost containment.


• Oversees and approves financial transaction activities (payroll, travel request, journal entries, etc.) as assigned.



Human Resources



Oversees personnel issues for assigned areas, including:

• Oversees interviewing, hiring, orientation, training, supervision and corrective action for administrative support staff.


• Reviews workload issues to ensure appropriate staffing.


• Evaluates and standardizes office procedures and effectively troubleshoots and resolves issues as they arise.


• Informs staff of Hospital and Departmental policies and procedures.


• Ensures performance evaluations completed in a timely manner.

Provides coverage for division managers as needed/requested.



Special Projects & New Initiatives:



• Performs/coordinates special projects for Senior Administrative Director and departmental leaders as needed/requested.


• Research and assist in developing new programs and models of care and prepare business case for these. Assists in development of financial models and operational workflows for new programs and treatments.

• Implement new programs through all department clinical operations staff, including: working with Ambulatory & Capacity Management on practice improvement initiatives and working with the PBO on billing models. Ensures the implementation of hospital-wide initiatives into all outpatient clinics.

Working with the Ambulatory Management team, takes lead on access optimization project. Collaborates closely with Division Chiefs to implement project initiatives to improve patient and physician experience (e.g. redesigned telephone workflows, scheduling templates and decision trees, online scheduling systems).



Qualifications

SKILLS & COMPETENCIES REQUIRED:


• Excellent interpersonal skills


• Strong analytic and quantitative skills


• Ability to develop a common vision for diverse constituents, communicate effectively, promote ideas, and take ownership and responsibility for activities. Very strong verbal and written communication skills.


• Presentation skills for conveying data and information to physician and administrative staff


• Exceptional organizational skills and attention to detail; Flexibility to handle multiple tasks and deadline pressures.


• Ability to take initiative, identify issues, and develop effective solutions


• Ability to make decisions efficiently and independently


• Ability to work well in a team-oriented environment


• Ability to develop business plans and be comfortable with analyzing complex information from a variety of sources


• Effective financial skills, including ability to develop and monitor budgets, manage "front-end" billing, and address billing issues to ensure revenue maximization. Ability to ensure timely submission of budgets and performance evaluations.


• Ability to supervise and mentor administrative and managerial staff effectively. Ability to skillfully handle issues of sensitive nature, abiding by institutional guidelines. Ability to recruit, train and supervise staff and ensure that HR transactions are completed in an accurate and timely manner. Ability to provide support, direction and development to staff.


• Ability to handle sensitive and confidential matters discreetly and to ensure confidentiality guidelines are maintained by staff.


• Strong computer skills (including electronic health records, operating systems, word processing, database, email, Internet, spreadsheets, etc).


EDUCATION:


Bachelor's degree required.


Master's degree or equivalent years of relevant experience required.


EXPERIENCE:


Required: 3-5 years of directly related experience including of which 1-2 is in a supervisory capacity


SUPERVISORY RESPONSIBILITY:


Direct: ~8 FTEs


Indirect: ~75 FTEs


Professional Staff Supported: ~150


Non-Employees: N/A


FISCAL RESPONSIBILITY:


This position will have responsibility for MGPO and hospital budget lines. Current budget is more than $30M.


Assists Sr. Administrative Director with the development of annual operating and capital budgets for all GH, MGPO within assigned areas, and monitors same.


WORKING CONDITIONS:


Work is performed in an office environment but will require the employee to visit patient care areas. Role will be hybrid, 2-3 days onsite per week.



EEO Statement

Massachusetts General Hospital 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. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Apply Now