Senior Administrative Manager

• Bachelor's degree required.
• Administrative experience in a healthcare setting 5-7 years is required.
• Experience in a management or leadership role 3-5 years is required.
• Proven leadership and strategic management capabilities.
• Excellent organizational and problem-solving skills.
• Advanced proficiency in office software (e.g., Microsoft Office Suite) and electronic health records (EHR) systems.
• Exceptional communication, interpersonal, and negotiation skills.
• Ability to handle sensitive information with discretion and maintain confidentiality.
• Strong analytical skills and the ability to manage complex projects and initiatives.

Responsibilities:

Clinical Operations and Leadership:

• Directly supervises practice administrators, 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 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.
• Builds consensus and negotiates change across multiple constituent groups (leadership, physicians, nursing, administrative staff).
• Resolves issues/conflicts/questions that impede progress.
• Also, supervises access team members and other non-clinical support staff as assigned.
• Recruits and hires staff.

Operations:

• Works with Practice Administrators 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 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 Administrative Director about opportunities for improved efficiency.
• Works in collaboration with MGB 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. Ensures all customer service issues in a timely fashion. Review, Responds to and resolves patient and referring provider complaints.
• Works with Practice Administrators 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 is maintained.
• Ensures accountability of Group Practice Administrators and Practice Managers in regard to compliance with JCAHO, HIPAA, DPH, OSHA and hospital guidelines.

Financial Management:

• Assists 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.
• Assists Practice Administrator to understand, review and develop an action plan forbilling practices and collection for services.
• Implements strategies for cost containment.
• Oversees and approves financial transaction activities (payroll etc.) as assigned.

Human Resources:

• Oversees personnel issues for assigned areas, including interviewing, hiring, orientation, training, supervision and corrective action for administrative support staff.
• Reviews workload issues to ensure appropriate staffing.
• Evaluates policies & procedures and effectively troubleshoots and resolves issues as they arise.
• Informs staff of Hospital and Departmental policies and procedures.
• Work with clinical leaders to review, sign off policies and procedures and their communication to clinical faculty
• Completes performance evaluation in a timely manner
• 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 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).