Job description
Practice Manager, Cornea
- (3241328)
POSITION SUMMARY:
Under the direct supervision of the Director with a dotted line to the Medical Service Director, the incumbent oversees administrative and ophthalmic technical staff in a fast paced, high pressure environment. Incumbent manages administrative aspects of the patient experience to promote customer service excellence.
Coordinates the efficient flow of patients in a busy environment. Organizes department wide scheduling and technical functions. Recommends, develops and implements initiatives to enhance operations, assist in data collection and maximize clinic efficiency
ESSENTIAL FUNCTIONS:
- The most important function of this job is to create a patient-centered unit that works as a team to provide the best possible care to patients which includes providing timely service that is of excellent quality.
- Working in conjunction with the Associate Director; hires, supervises, disciplines and develops all staff while keeping them current with all internal and external policies.
- Oversees and is responsible for the overall work flow of the service
- Ensures sufficient administrative and technical staff allocation to meet patient demand at all times
- Actively monitors daily clinical flow to maximize patient experience; intervenes in anticipation of potential bottlenecks to prevent them from occurring.
- Monitors clinic schedules to ensure that the staffing is adequate to meet the patient demand on each clinic day; the manager should consider requesting floats when this is not the case.
- Coordinates and manages use of EPIC for scheduling and documentation.
- Helps develop best practices and monitors prior authorization and prescription refill processes
- Continually assesses problem areas, uses Tableau for data driven decisions, and recommends training needs and instruction/policy
- Resolves patient complaints and refers unusual cases to the Patient Care Representative as well as appropriate documentation in RL Solutions
- Reviews patient satisfaction (NRC) Survey results and implements interventions to impact scores
- Participates in the development of the service expense and capital budget
- Processes invoices and monitors monthly expenses
- Orders and maintains stock levels of practice and office supplies. Processes invoices related to same in a timely manner. Interfaces with various vendors as needed
- Conducts regular meetings to ensure all staff are appropriately informed and update about service and organizational policies
- Plans specialized schedules for departmental visitors and observers in collaboration with the Service’s Medical Staff
- Attends administrative meetings as requested or as regularly scheduled
- Has strong written and oral communication skills and is able to handle difficult situations with tact and diplomacy
- Ensures staff as well as self complies with hospital and departmental policies and procedures
- Works with technical and administrative staff compliance with Mass Eye and Ear and applicable accreditation organization standards (e.g. Joint Commission, CMS)
- Maintains strict confidentiality regarding patient, staff and business information. Fosters an atmosphere where staff maintain the same standard
- Works with the Director on special projects
- Interfaces with internal and external partners, including IS, HR, Compliance
- Other duties as assigned by Manager
EDUCATION AND EXPERIENCE:
Bachelor’s degree or equivalent combination of experience and education with a minimum of 5 years of directly related experience in clinical setting or operations.
Massachusetts Eye and Ear is proud to be an equal-opportunity employer and is committed to providing a workplace free from harassment or discrimination. All employment decisions are made without regard to race, color, age, gender, gender identification, sexual orientation, religion, marital status, sex, pregnancy or conditions related to pregnancy, national origin/ancestry, citizenship, disability, military status, genetic information, or any other basis prohibited by law. These protections extend to all management practices and decisions, including recruitment and hiring practices, appraisal systems, promotions, training, and career development programs.
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