Practice Manager

GENERAL SUMMARY/OVERVIEW

The Massachusetts General Hospital Psychology Assessment Center (PAC) is a neuropsychological and psychological assessment service for individuals across the life span, from infancy through geriatrics, which receives referrals from a wide range of medical specialties including neurology, psychiatry, primary care, pediatrics, and oncology. The Center also provides educational liaison services for children—including school-based referrals for evaluations and school consultations—cognitive rehabilitation services, and specialized consultation services in partnership with medical practices throughout the hospital.

Under the direction of the Neuropsychology Group Practice Administrator and the PAC Clinical Director, the Practice Manager oversees the day-to-day operations of the MGH Psychology Assessment Center’s Outpatient Practice, which includes supervision of two Patient Service Coordinators. Drawing on a broad understanding of Hospital practices and policies and displaying a high degree of initiative and independent judgment, the incumbent will collaborate closely with the Group Practice Administrator and clinical leaders to continually address and support a wide range of issues including operational, support personnel, insurance authorization, revenue processing, and systems issues.

PRINCIPAL DUTIES AND RESPONSIBILITIES

Supervision of Administrative Staff:

• Oversees day-to-day performance of administrative staffing and acts as a resource for any concerns that arise
• Ensures adequate administrative staffing to meet clinical and operational needs
• Schedules and approves requests for the use of Earned Time
• Evaluates staff performance and works with Group Practice Administrator to take corrective action as necessary
• Establishes, monitors, and ensures performance against customer service standards (phones, scheduling, etc.)
• Monitors and ensures staff adherence to regulatory requirements and hospital policies and procedures
• Performs Kronos timekeeping including review of individual time records, resolves payroll issues for weekly employees and completes monthly pickup and distribution of MBTA passes

Operations:

• Develops new or adjusted procedures to accommodate volume or policy shifts
• Implements new systems, including those related to hospital-wide or department as well as clinic-specific initiatives
• Identifies patient access constraints and works collaboratively with the Group Practice Administrator and clinical leadership to resolve
• Manages the weekly Case Assignment workflow by which new incoming referrals are processed
• Responds to inquiries and concerns from patients, family members, clinical staff, outside agencies and others and works to integrate feedback into existing workflows
• Oversees supply purchasing, monitors co-pay collection, and adheres to cash collection policies and procedures
• Assists with space issues including relocation, equipment needs, and refurbishing
• Builds and maintains working relationships with staff to facilitate positive morale and to support productivity
• Acts as the primary point of contact to grant access to Epic pools, clinic specific SFAs and badge access to suite
• Responsible for building and maintaining Epic templates for clinical staff
• Receives open encounter notifications for all clinicians within the practice and provides appropriate guidance and/or escalation to leadership when timeliness is an issue
• Participates in and/or leads monthly PAC staff meetings as well as department support staff meetings; takes and distributes meeting minutes
• Serves as a safety supervisor specific to the Practice to include site surveying, inspections, mock fire drills, and employee incident reporting
• Responsible for requesting that building issues regarding HVAC, regular maintenance and emergent concerns are addressed in a timely manner with the Bowdoin property management company
• Serves as liaison with Partners Real Estate Office and MGH Police & Security
• Ensures compliance with the Joint Commission, HIPAA and hospital guidelines
• Develops/maintains files and records related to operations
• Manages all aspects of the Educational Liaison Service including contract negotiation and execution, scheduling of services and generation of invoices
• Acts as the primary point of contact and liaison between the practice and the Centralized Authorization Unit (CAU), the group responsible for obtaining prior authorizations for PAC’s appointments
• Maintains a thorough knowledge of billing codes for neuropsychological and psychological testing
• Monitors two charge router review workqueues to ensure accurate and timely charge entry by clinical staff
• Maintains up-to-date charge-entry guidelines for the use of all clinical staff and acts as the primary resource for questions related to the coding or neuropsychological testing services and the entry of charges
• Investigates and works to resolve any issues with billing brought to the attention of the center by patients or by the MGH or MGPO billing offices
• Manage special patient workflows (e.g. NFL player evaluations)
• Manages billing for research studies and other projects
• Supports Clinical Director in scheduling administrative meetings, etc.

Additional Responsibilities:

• Adheres to the profession’s clinical standards and Code of Ethics
• Adheres to the Department and Hospital standards, policies, and procedures
• Is self-motivated and proactive regarding professional development
• Attends pertinent continuing education and professional activities related to job responsibilities
• Keeps current with industry developments pertinent to job and profession.

SKILLS/ABILITIES/COMPETENCIES REQUIRED

• Effective interpersonal and communication skills
• Strong organizational and problem-solving skills
• Must display high degree of initiative and independent judgment
• Effective analytical skills, ability to make decisions quickly and independently
• Flexibility to handle multiple tasks and deadline pressures in a fast paced, complex teaching hospital
• Ability to provide support, direction, and development to staff
• Ability to work collaboratively
• Strong computer skills necessary (electronic scheduling and billing systems)
• Proficient in Microsoft Office Suite

EDUCATION

• Associate's or Bachelor's degree required

EXPERIENCE

• 2+ years managerial experience in a healthcare setting preferred