Sr. Manager, Faculty Practice Operations

Job Profile Summary

This role focuses on providing administrative and business support to the organization in order to achieve operational goals. In addition, this role focuses on performing the following Clinical Administration duties: Long-term strategic planning, determines strategic issues and opportunities that could affect practice success, prioritizes and tracks investments across practices, allocates resources and makes decisions regarding practice growth, and develops need to accomplish the practice's vision. A management role that supervises employees focusing on tactical, operational activities within a specified area, with the majority of time spent overseeing area of responsibility, planning, prioritizing and/or directing the responsibilities of employees. Goal achievement is typically accomplished through performance of direct and/or indirect reports. A role that supervises all levels of employees. Responsibilities that typically include: Setting goals and objectives for team members for achievement of operational results, problems faced may be difficult but typically are not complex, and ensures policies, practices and procedures are understood and followed by direct reports, customers and stakeholders.

Job Overview

This position proactively assesses and implements appropriate processes to ensure that all facets of ambulatory practice management are effectively addressed. Provides day-to-day oversight for new projects and processes and works with all administrative and non-clinical support staff to ensure optimal operations, highly functional business systems and quality patient care. Provides administrative oversight, business management, and program development; ensures optimal patient access, customer satisfaction, and cost-effective management for all practices. Identifies opportunities to improve patient access, patient volume and improve patient experience while controlling expenses. Establishes work procedures and standards to improve efficiency and effectiveness in all practices. In collaboration with the Director, is responsible for all operational aspects, including hiring, training, setting quality and productivity standards, and staff development for assigned staff in float pools. This position reports to the Director, Faculty Practice in the Tufts Medicine Professional Group at Tufts Medicine Center.

Job Description

Minimum Qualifications:

1. Bachelor's degree.

2. Five (5) years of relevant experience in a health care environment with increasing responsibility, including supervisory experience.

Preferred Qualifications:

1. Master's degree.

2. Seven (7) years of relevant experience in a health care environment with increasing responsibility, including supervisory experience.

3. Experience in project development, project management and.

Duties and Responsibilities: The duties and responsibilities listed below are intended to describe the general nature of work and are not intended to be an all-inclusive list. Other duties and responsibilities may be assigned.

1. Under the leadership of the Director, participates in long-range planning, development of ambulatory goals, strategic plans and objectives, as well as personnel, resources, and equipment needs and decisions.

2. Collaborates with practice managers on improving ambulatory business operations, including initiatives related to access, revenue cycle, and/or patient and staff experience.

3. Works collaboratively with Ambulatory Nurse Leadership on process improvements and quality within the Ambulatory clinics.

4. Makes formal presentations to various senior level audiences. Serves on committees and workgroups as representative of assigned program as appropriate.

5. Identifies workflow process/performance improvement opportunities and solutions; shares best practices across departments.

6. Leads and coordinates enterprise-wide efforts to ensure that performance improvement programs are developed and managed using a data driven focus that sets priorities for improvements aligned to ongoing strategic imperatives.

7. Provides analytic and quality improvement support to ambulatory leadership that includes observation, data collection, monitoring, solutions and reporting.

8. Leads and participates in cross-functional workgroups and committees.

9. Works together with IT teams to support ambulatory systems, including selecting tools, system implementation and optimization, training, and support.

10. Serves as the Ambulatory liaison with the Epic Apps team related to patient experience, revenue cycle, and practice workflows.

11. Works closely with the Office of Patient Experience to assist with complaint management, identifies trends and collaborates on objectives across the medical center.

12. Improves patient access through establishing of scheduling standards, optimizing scheduling efficiency, and supporting a contact center model.

13. Collaborates with revenue cycle leadership to establish workflows and supports processes to maximize ambulatory revenue collection.

14. Develops policies and procedures for the organization and ambulatory services.

15. Implements and monitors projects, those identified independently and in conjunction with Executive Director.

16. Successfully plans, implements, and manages new technology within ambulatory clinics aimed at improving patient experience and patient access.

17. Conducts internal audits, identifying areas of process improvement and centralizing processes aimed at optimizing workflow where necessary.

18. Evaluates and distributes patient experience data across all ambulatory practices. Explains and discusses data analysis results with project teams.

19. Manages all aspects of personnel management including recruitment, onboarding, new hire orientation, training, ongoing management, performance evaluations, corrective action, termination for direct reports.

20. Collaborates with the ambulatory nursing leaders on the management of the Medical Assistant (MA) Program, including MA Scope of Practice, education and training courses, MA Skills Day and MA Council.

21. Develops and manages the internal float team of practice coordinators and medical assistants.

22. Develops and manages the patient transition facilitators that support the transitions of care program.

23. Develop policies and procedures, tools and scripting to support patient centered processes.

24. Works closely with senior PO and Hospital leaders and key stakeholders to prioritize and drive performance improvement efforts (example, open encounters management).

25. Participates in and represents Tufts Medical Center ambulatory clinics across Tufts Medicine committees and workgroups.

Physical Requirements:

1. Frequent sitting, occasional standing or working, and lifting of 10-15 lbs.

2. May be exposed to dust and other typical office-like discomforts.

3. Manual dexterity using fine hand manipulations for computer keyboard operation.

4. Requires ability to see computer screen and read reports.

5. Requires ability to hear instructions from physicians and other clinical or nursing staff.

6. Some exposure to hazardous materials (blood, etc.).

Skills & Abilities:

1. Ability to work collaboratively in medical matrix team and the ability to adequately represent needs of medical services, and work with leadership throughout the organization.

2. Comprehensive knowledge of healthcare delivery, clinical operations, hospital financial and human resources policies and procedures.

3. Financial skills necessary to manage budgets and appropriately control expenses.

4. Outstanding interpersonal relationship building skills; ability to mentor, guide and motivate direct reports through demonstration of best practices and leading by example.

5. Demonstrates initiative and leadership qualities. Mature judgment and a high level of motivation and professionalism.

6. Demonstrated critical thinking, analytical and problem-solving skills

7. Ability to prioritize and pursue multiple tasks in tandem.

8. Highly developed skills using personal computer tools including Microsoft Office programs, spreadsheets and presentation applications.

9. Excellent oral and written communication skills.

10. Strong analytical skills, including data entry, manipulation, management, and data analysis.

Tufts Medicine is a leading integrated health system bringing together the best of academic and community healthcare to deliver exceptional, connected and accessible care experiences to consumers across Massachusetts. Comprised of Tufts Medical Center, Lowell General Hospital, MelroseWakefield Hospital, Lawrence Memorial Hospital of Medford, Care at Home - an expansive home care network, and large integrated physician network. We are an equal opportunity employer and value diversity and inclusion at Tufts Medicine. Tufts Medicine does not discriminate on the basis of race, color, religion, sex, sexual orientation, age, disability, genetic information, veteran status, national origin, gender identity and/or expression, marital status or any other characteristic protected by federal, state or local law. We will ensure that individuals with disabilities are provided 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. Please contact us to request accommodation by emailing us at careers@tuftsmedicine.org.