Practice Manager

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POST DATE 10/11/2017
END DATE 1/19/2018

Massachusetts General Hospital(MGH) Boston, MA

Boston, MA
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Mid-Career (2 - 15 years)
Bachelors Degree



Job Description for

Practice Manager, Adult Outpatient Psychiatry

Scope of Responsibilities:

The Adult Outpatient Psychiatry Practice Manager position oversees the day-to-day performance and operations of a very busy adult mental health outpatient clinic in a general hospital setting. The clinic treats over 800 patients a week by over 150 psychiatrists, psychologists and trainees. The position reports to and works in tandem with the Administrative Manager, along with other managers within the department. This position spans both hands on and supervisory level support of the front-line administrative staff as well as involved in broader department-wide projects. Drawing on an understanding of MGH and department practices and policies and displaying a high degree of motivation and initiative, the practice manager will continually assess, direct and support a range of programmatic issues including front desk operations and staffing, psychiatric managed care billing, resolving patient issues in the clinic, and supporting clinicians. The practice manager will provide cross coverage of front line staff as well as manage staffing and operational issues in a time sensitive manner. In addition, the practice manager supports the broader department clinics with training, organizing coverage, and guidance when needed. The applicant must be highly organized, with excellent computer and analytical skills and have a desire to work in a mental health setting.


Human Resources Responsibilities:

Oversee the day to day performance of Adult Psychiatry Clinic support staff and provide direct supervision including participation in hiring, training, issuing of corrective action, and evaluation of employees. Assist in recruitment of support staff for the Department including interviewing and salary determination.

Responsible for scheduling support staffs time off and implementing coverage plans across hospital-based outpatient clinics within the department to provide day to day coordination of office operations among secretaries, to ensure suitable telephone and staff coverage, and to monitor other operational issues ensuring the smooth functioning of the office, including filling in at the front desk and Psychiatry Message Center when needed.

Directly manage two Patient Services Coordinators (PSC III) in all duties, schedule, training, supervision, discipline and evaluation. The incumbent will also indirectly manage 11 other Patient Service Coordinators (PSC II & III), a Managed Care Coordinator, and a Resource Specialist.

Responsible for processing weekly payroll for 40 employees, daily attention to Kronos and resolution of any payroll issues, including entering individual staff edit forms for missed Kronos timeclock punches. Distribute T passes for 10 different work groups each month. Maintain up-to-date knowledge regarding timekeeping and pay policies. Work with the Administrative Manager to resolve any payroll and timekeeping questions from Department employees.

Model appropriate behavior for staff, ensuring the staff understands and delivers the highest quality service standards. This involves the delivery of excellent customer service to internal and external customers and the accurate and timely completion of all associated practice activities including but not limited to: patient clinic, scheduling, check-in, check-out, referral and authorization management, medication refill and authorization management.

Work with the Administrative Manager to ensure new employees are provided with appropriate Hospital, Departmental, and Divisional training. Serve as a trainer and content expert for practice-related information systems software utilized by medical and administrative staff. Develop materials, and tip sheets to assist with department-specific orientation.


Monitor patient billing activity to ensure highest possible compliance with revenue procedures. Supervise the front desk staff to make certain hospital and insurance guidelines are being met with respect to referral management, co-payment collection and deposit guidelines.

Oversee the EPIC cash drawer payment reconciliation process for each staff member and complete the Deposit Tool process daily.

Provide specialized back-up in the referral/ authorization process and assist with the insurance referral and authorization process, which includes accurately capturing all requisite authorization numbers prior to the date of service. This also includes the supervision and training of practice staff and communicating with insurance companies.

Monitor various billing mechanisms and Epic for overdue encounters and follow up with providers to ensure charges are appropriately billed in a timely manner.

Respond to inquiries and concerns from patients, family members, clinical staff, outside agencies and others to resolve operational and billing problems. Monitor the patient experience and implement changes when needed.

Collaborate with the Administrative Manager in assessing the impact of new federal and state legislation, changes in third-party reimbursement regulations, and other changes in the external environment on the Practices programs. Develop and implement systems and procedures in response to these changes.

Other Administrative Responsibilities:

Provide back-up administrative support for the Outpatient Injection Clinic including: ordering medications through online system, obtaining medications from MGH Pharmacy, their storage, return to MGH pharmacy if necessary and daily monitoring the temperature of the medication refrigerator, all in accordance with medication handling policies.

Assist in and supervise the development and implementation of department goals and objectives and educate the support staff to these goals.

Collaborate with Administrative Manager to evaluate, develop and implement various administrative systems and procedures designed to maximize the efficiency of the daily workflow.

Participate and lead special projects as assigned by the Administrative Manager to meet hospital revenue, compliance and patient satisfaction related topics.

Participate in monthly support staff meetings and other hospital wide meetings as required.

Identify and evaluate the means for optimizing costs, distribution of personnel and work schedules through project management methods and data analytics. Make recommendations to the Administrative Manager for improvements.

Act as the liaison to other Hospital units or departments regarding security, safety, project management, information resources, etc. Resolve IS issues which impact the departments operation, helping to troubleshoot equipment, system access, and serve as a resource for practice members for questions related to information systems.

Work with Department and Practice leadership to oversee EPIC optimization and scheduling to ensure continued use and integrity of system.

Enroll Adult Outpatient Psychiatry social workers and advanced practice nurses in third party coverages for United Behavioral Health insurance, Cigna and TriCare. Update Social Workers and Nurses data in the CAQH database for insurance company enrollments as needed.

Assist Practice Leadership with the establishment and drafting of policies & procedures updates for the department.

Ensure that the physical environment is maintained. Establish and enforce fire and safety regulations, following established protocols, and ensure compliance with the Joint Commission, OSHA, HIPAA and Hospital guidelines. Serve as a Junior Safety Supervisor specific to the Practice to include site surveying, inspections, mock fire