GENERAL SUMMARY/ OVERVIEW STATEMENT:Serve as facilitator of ambulatory operations in the multi-disciplinary clinic supporting multiple surgeons, physicians, and advanced practitioners. In conjunction with the leaders for Neurosurgery, the Operations Supervisor must coordinate the activities of the clinic support team, which consists of multiple staff members (front desk, surgical coordinators, medical assistants). Must work closely with clinic teams to resolve clinical, operational, and patient issues effectively and efficiently. Track staff schedules and arrange office coverage as necessary. Maintain clinic schedules for faculty and advanced practitioner providers, including arranging for rescheduling of patient appointments as necessary. Oversee allocation of patient appointment slots to maximize efficiency and patient satisfaction. Coordinate staffing, patient flow, patient relations, exam room allocations and turnover, and scheduling of surgery, testing and follow-up appointments for optimal efficiency. Provides technical assistance to staff as necessary. Facilitate problem resolution among patients, faculty, and division support staff as necessary. Serve as clinic liaison and facilitate problem resolution with allied hospital departments at Milford Regional Medical Center, including the operating room, admitting, ambulatory registration, PATC, radiology, emergency department, infection control, environmental services, telecommunications, engineering, DFCI, nutrition, international office, patient and family relations, and interpreter services. Coordinate medical and office supply inventory and maintenance for clinic. Help to coordinate the quality assurance programs for the division and outpatient clinic, which includes compliance with all quality standards and guidelines for clinical and research operations. Assure that the division maintains compliance with Joint Commission, CMS, OSHA, and federal and state guidelines, as required in the physical footprint of the clinical space at MRMC.Responsible to monitor daily phone messages for Q/A to ensure that these messages have been recorded in Epic and routed to providers as required.Responsible for Medical Practice Assistant coverage at additional regional satellite locations, include Mansfield and any other new sites. Other duties as assigned.
Optimize the efficiency of a complex and fast-paced multi-disciplinary ambulatory clinic located at Milford Regional Medical Center (MRMC), as part of Brigham and Women's Hospital (BWH). The Operations Supervisor is responsible for coordinating the allocation of resources and the activities of its professional staff and support team serving neurosurgery, thoracic surgery, pain management, as well as other medical and surgical specialties.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Clinical and Administrative Operations:
Information Systems:Serve as the clinic "Superuser" for Epic. Participate in Project/Taskforce planning meetings for planning, implementation and/or new releases and operational and system updates. Set up new users with training and access and disable expired and temporary accounts for Epic and any other programs or resourcesLiaison between telecommunications and Partners HelpDesk to problem solve IS/telecommunications-based problems in the clinic. Communicate issues to the Director of Operations as necessary for support and resources. Ensure all appointment status updates are done in a timely fashion to account for all scheduled appointments: Arrived, No Showed, Canceled, Bumped, and Rescheduled. Ensure office visit documentation and billing compliance, coordinating communication and meetings with billing team as necessary.Perform daily monitoring of all data entry by clinic staff to ensure all information has been entered into Epic.
Clinical and Medical Systems:
- Quality monitoring of office processes and pre-clinic preparation for all services within the clinic.
- Cross-trained to cover front desk, surgical coordinator and medial assistant positions. Become familiar with other administrative positions as necessary to effectively lead the practice location and support all departments within the space.
- Manage the submission of all record requests, review. Work closely with Hospital Risk Management and HIS for compliance to all Hospital Policy, Regulations and Massachusetts Law regarding the creation, maintenance and fulfillment of all Medical Record requests. Coordinating assistance with the Director of Operations as needed.
Financial:Prepares payroll in Kronos. Flags issues to the Director of Operations, including following all hospital and departmental policies related to attendance and tardiness. Perform daily closeout for the clinic. Assist in insurance referral as needed to ensure that all payments are received and processed in a timely fashion. Audit the completion of billing by providers. Participate in Medical Record audits as requested by Insurance Companies, PRN.Qualifications QUALIFICATIONS:Associates degree required, preferably in the health sciences, business, or public health.A minimum of two (2) years of direct office management experience in a healthcare environment is strongly preferred.Application-level software skills required, to include Windows, Microsoft Office Suite. Electronic Medical Record experience and Epic experience is preferred.SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:Excellent interpersonal skills and flexibilityA thorough knowledge of:
Requires the ability to work effectively with physicians, physician assistants, nursing, secretarial and ancillary staff.Strong communication and organizational skills.Ability to focus detailed, concentrated effort to multiple projects and re-establish priorities as necessaryAbility to effectively respond to time sensitive issues.Demonstrated ability to coordinate activity in a busy office environment within the context of a large medical center and health care delivery system.A high degree of social facility in obtaining cooperation and support from a broad range of people.Initiative and ability to work both independently and as a member of a functional team.Travel may be required to other satellite locations, as necessary, including Mansfield clinic location and other new regional sites that may come online. WORKING CONDITIONS:
- Staffing and secretarial systems
- Patient access processes (i.e., admitting, pre-operative, registration)
- Information systems
- Medical assessment
Due to the unpredictable nature of clinic operation and preparation, the pace of work can be hectic and challenging, and thus, the workload could necessitate occasional evenings. Weekends not required. Flexibility in schedule is required due to patient care. SUPERVISORY RESPONSIBILITY:
Supervision of approximately 2-4 full time equivalentsDRESS CODE:
As a member of the professional management team, professional dress is required at all times. No jeans, sneakers, or casual clothing will be considered acceptable. Scrubs are an appropriate alternative to business causal dress.EEO Statement
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. 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.