Practice Manager (Adult Diabetes Clinic) - Joslin Diabetes Center

Overview

The Practice Manager of the Adult Diabetes Clinic provides day to day managerial support, coordination of patient care and oversight of clinical and non-clinical support staff alongside the Executive Director and Section Chief to ensure optimal clinic operations inclusive of high quality, competent, efficient services and exceptional patient satisfaction and customer service standards. Identifies opportunities for improvement, setting priorities, empowering and coaching staff to improve the patient care experience and quality of work life within the clinic.

As a health care organization, we have the responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. We require that all staff be vaccinated against influenza (flu) and COVID-19 as a condition of employment.

Responsibilities

• Directs activities of support staff in clinic to ensure smooth operations, via appropriate coverage and adequate staff provided in support of clinical services. Integrates the support staff and medical staff to ensure a high quality of patient care and dedication to patient and staff safety with limited interruptions to patient flow. Takes, or directs corrective disciplinary action when needed. 
• Oversees hiring and orienting staff; provides work direction, assigns schedules and conducts on the job training to ensure staff achieves their full potential. Promotes teamwork among staff and empowers staff to exceed performance standards. Monitors and evaluates performance, and recommends personnel actions, such as acknowledgement, commendations, and disciplinary actions. 
• Develops Standard Operating Procedures for optimal clinical operations, including purchasing and maintenance of equipment and supplies; maintenance of clinic infrastructure; patient and staff scheduling, reminders and appointment compliance tracking; clinic flow; staff calendars; and division and delegation of staff responsibilities. 
• Demonstrates through leadership example, visible organizational support and a positive attitude to create a healthy and positive work environment and enhance staff and provider morale. Responsible for fostering a positive relationship with the patient population served by the clinic. 
• Monitors practice metrics regularly to ensure high levels of efficiency. Develops and/or implements improvement plans as needed. 
• Assists with creation and implementation of operating and capital budgets. Reviews monthly budget performance, makes recommendations as needed and implements after approval. Processes appropriate invoices and expenses, including payroll, and ensures expenses remain within budget constraints. 
• Collaborates with Revenue Cycle to ensure staff assists in obtaining insurance referral for services, timely submission of provider charges, participates in internal audits, and makes decisions to support patient billing. 
• Ensures staff and overall clinic adherence to State, Federal, and institutional safety guidelines including OSHA, HIPAA, DPH and Joint Commission. 
• Participates in weekly rotation of “Administrator On-Call” coverage to facilitate major decisions in case of emergency.
•  Maintains working relationships with vendors on service contracting for equipment and medical supplies as required. 
• Addresses patient comments and complaints to ensure appropriate resolution. Reviews and communicates information and potential solutions to improve operations and patient satisfaction. 
• Responsible for Onboarding and Off-boarding of clinical and non-clinical staff. 
• Other duties as assigned.

Qualifications

• Bachelor’s degree or equivalent experience;  MBA, MHA, or MPH preferred
• Minimum 5 years of experience in health care
• Minimum 3 years of experience in a supervisory role – preferably in a physicians practice or related health care environment
• Proficiency with Microsoft Office Suite (especially Excel & Word); and Health Information Management/Practice Management Systems
• Demonstrated knowledge of Epic workflows
• Supervisory and leadership experience with demonstrated competence in change management, team building, and problem solving
• Excellent oral and written presentation skills
• Excellent time management and organizational skills
• Outstanding customer service skills
• Must demonstrate a capacity for independent functioning, creativity, and objectivity
• Ability to work well under normal pressure of busy office setting, deadlines, and changes in workload.