Brigham and Women's Hospital
Overview
Reporting to and working closely with the Administrative Director, the Administrative Manager will provide support and guidance to a wide range of clinical and administrative staff within the Division, multiple BWH clinic sites and Dana-Farber Cancer Institute (DFCI). This position oversees the Division's administrative support staff (~8 FTEs) and serves as an intermediary between staff, physicians, and nurse practitioners to resolve and fulfill clinic issues and requests. The Administrative Manager maintains a hybrid work schedule (three days on-site / two days remote).
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 to accomplish clinic goals and troubleshoot operational issues.
Oversees the division’s administrative aspects of provider schedules and activity at clinic sites.
Under the leadership of the Division Chief and Administrative Director, monitors ongoing management of the division's clinical services, discusses and resolves administrative problems, and directs planning for improvement in existing clinical services.
Serves as a primary resource to DFCI New Patient Coordinators and New Patient Supervisor to troubleshoot issues and provide guidance related to the new patient scheduling process. Determines which issues need to be escalated to the Administrative Director, Senior Nursing Manager, Medical Director and/or Chief.
Assists Administrative Director, clinicians and nurse practitioners with provider schedules and template changes.
Oversees the division's E-Consult process and operations.
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 working relationships with administrative support staff, physicians and nurse practitioners to facilitate positive staff morale and support provider productivity.
Coordinates onboarding and training of new staff.
Maintains knowledge 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 workloads and cross-coverage to ensure appropriate staffing and phone coverage.
Conducts staff meetings to keep employees informed.
Participates in hiring, training and, if necessary, terminating administrative staff support.
Assesses employee performance, completing evaluations and providing counseling regarding performance and attendance.
Arbitrates disputes between administrative support staff and clinical providers and/or other staff members.
Administrative Duties
When needed:
Schedules patient appointments for DFCI/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 tracks prior authorizations.
Follows HIPAA guidelines for patient privacy and confidentiality.
Triage and manage phone calls with courteous customer service.
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.
Education Bachelor's Degree in Business Administration required or Bachelor's Degree in Healthcare Administration required or Bachelor's Degree in a Related Field of Study required
Can this role accept experience in lieu of a degree?
No
Experience Experience in administrative management or office administration, preferably in a healthcare setting: 5-7 years required and experience in a supervisory or leadership role: 2-3 years required
Knowledge, Skills and Abilities
Strong organizational and time management skills.
Excellent communication and interpersonal abilities.
Proficiency in office software and administrative technologies.
Ability to manage multiple tasks and prioritize in a fast-paced environment.
Experience in managing and mentoring a team.
The Brigham and Women’s Hospital, Inc. is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.
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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 to accomplish clinic goals and troubleshoot operational issues.
Oversees the division’s administrative aspects of provider schedules and activity at clinic sites.
Under the leadership of the Division Chief and Administrative Director, monitors ongoing management of the division's clinical services, discusses and resolves administrative problems, and directs planning for improvement in existing clinical services.
Serves as a primary resource to DFCI New Patient Coordinators and New Patient Supervisor to troubleshoot issues and provide guidance related to the new patient scheduling process. Determines which issues need to be escalated to the Administrative Director, Senior Nursing Manager, Medical Director and/or Chief.
Assists Administrative Director, clinicians and nurse practitioners with provider schedules and template changes.
Oversees the division's E-Consult process and operations.
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 working relationships with administrative support staff, physicians and nurse practitioners to facilitate positive staff morale and support provider productivity.
Coordinates onboarding and training of new staff.
Maintains knowledge 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 workloads and cross-coverage to ensure appropriate staffing and phone coverage.
Conducts staff meetings to keep employees informed.
Participates in hiring, training and, if necessary, terminating administrative staff support.
Assesses employee performance, completing evaluations and providing counseling regarding performance and attendance.
Arbitrates disputes between administrative support staff and clinical providers and/or other staff members.
Administrative Duties
When needed:
Schedules patient appointments for DFCI/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 tracks prior authorizations.
Follows HIPAA guidelines for patient privacy and confidentiality.
Triage and manage phone calls with courteous customer service.
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.
Education Bachelor's Degree in Business Administration required or Bachelor's Degree in Healthcare Administration required or Bachelor's Degree in a Related Field of Study required
Can this role accept experience in lieu of a degree?
No
Experience Experience in administrative management or office administration, preferably in a healthcare setting: 5-7 years required and experience in a supervisory or leadership role: 2-3 years required
Knowledge, Skills and Abilities
Strong organizational and time management skills.
Excellent communication and interpersonal abilities.
Proficiency in office software and administrative technologies.
Ability to manage multiple tasks and prioritize in a fast-paced environment.
Experience in managing and mentoring a team.
The Brigham and Women’s Hospital, Inc. is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.
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