Administrative Manager (307)

Reporting to and working closely with the Senior Administrator, the Administrative Manager will work with and provide support and guidance to a wide-range of clinical and administrative staff members, within the Division itself, as well as the Department of Medicine, multiple BWH clinic sites and Dana-Faber Cancer Institute, in a variety of analytical, administrative and operational duties / assignments. This position oversees the Division’s administrative support staff (~6 FTE’s), and thus serves as an intermediary between staff members, physicians and nurse practitioners to resolve and fulfill clinic issues and requests.

Principal Duties And Responsibilities

Clinical Program Management

• Collaborates with administrative support staff and others to resolve patient scheduling issues.
• Acts as an intermediary between clinic sites (DFCI, Watkins and Faulkner) and Hematology staff members (clinicians, nurse practitioners and administrative assistants). Works collaboratively with staff members to accomplish clinic goals and objectives.
• Serves as a critical member of the division to oversee and monitor administrative aspects of provider schedules and activity at clinic sites.
• Under the leadership of the Division Chief and Senior Administrator, monitors the ongoing management of the division’s clinical services, discusses and resolves administrative problems that arise, and directs the planning of improvement in existing clinical services.
• Acts as a primary resource to DFCI New Patient Coordinators and New Patient Supervisor to troubleshoot issues and provide guidance and intervention related to the new patient scheduling process. Determines which issues need to be escalated to Senior Administrator, Nursing Director, Medical Director and/or Chief.
• Assists Senior Administrator, clinicians and nurse practitioners with provider schedules and template changes.
• Generates and monitors clinical volume reports on a monthly and ad hoc basis, to capture data by provider and clinic site.

Personnel Management

• Oversees the day-to-day performance of administrative support staff to ensure optimum performance.
• Serves as the primary resource for administrative support staff.
• Builds and maintains ongoing working relationships with administrative support staff, as well as physicians and nurse practitioners, to facilitate positive staff morale and support provider productivity.
• Coordinates the on-boarding and training of new staff
• Maintains full knowledge of all key components of administrative staff functions including use of EPIC, Referral Management and other processes needed to oversee administrative support staff work.
• Reviews time off requests and monitors attendance and tardiness.
• Assigns and prioritizes administrative support staff’s workloads, cross-coverage, etc. to ensure that appropriate staffing and phone coverage needs are met.
• Conducts staff meetings to keep employees informed.
• Participates in the hiring, training and, if necessary, terminating of administrative staff support.
• Assesses employee performance, completing timely employee evaluations and providing counseling regarding performance, attendance, etc.
• Arbitrates disputes and conflicts that emerge between administrative support staff and clinical providers and/or other staff members.

Administrative Duties

• Schedules patient appointments for Dana Farber/ BWH Hematology Patients.
• Assists with calendar management and meeting coordination for physicians and division leadership as requested.
• Mails out appointment reminder letters and provider notes.
• Submits and track prior authorizations.
• Follows HIPAA guidelines for the management of patient privacy and confidentiality.
• Triages and manages phone calls, utilizing courteous customer services skill.
• Maintains flexibility regarding workload and the needs of the division.
• Provides cross coverage as needed.
• Acts as a super user for scheduling, registration, and billing systems. Provides training and assistance to existing and new administrative support staff.

Qualifications

• Bachelor’s degree required.
• 1-2 years administrative and supervisory experience in an academic setting.
• Demonstrates an ability to handle the overall management of a complex operation and to meet deadlines.

Skills/ Abilities/ Competencies Required

• Excellent verbal and written skills to communicate with physicians, administrators, employees and patients.
• Excellent organizational and analytical skills; comprehensive understanding of hospital and group policies and procedures.
• Ability to set priorities and meet deadlines and to make independent decisions.
• Ability to work well under pressure and handle multiple tasks.
• Ability to interact well with others, to include patients, physicians and co-workers.
• Familiarity with automated appointment scheduling and medical billing systems.
• Strong interpersonal skills, ability to handle sensitive human resource issues and supervise a diverse staff in handling these matters.
• Ability to work independently, displays excellent judgement and maintains confidentiality

Working Conditions

Fast-paced office environment with time-sensitive deadlines. Normal office conditions. May be required to attend meetings outside of regularly scheduled hours.

Supervisory Responsibility

Responsible for day-to-day oversight of the Division’s Administrative Staff Support (~6 FTE’s)

Primary Location

MA-Boston-BWH Longwood Medical Area

Work Locations

BWH Longwood Medical Area

Job

Professional/Managerial

Organization

Brigham & Women’s Hospital(BWH)

Schedule

Full-time

Standard Hours

40

Shift

Day Job

Employee Status

Regular

Recruiting Department

Brigham & Women’s Hospital

Job Posting

Mar 8, 2022