Practice Manager Jobs

Under the supervision of the Senior Director of Ambulatory Practice Operations, and in collaboration with primary care leadership, the Practice Manager is responsible for the business, administrative, and operational activities, and initiatives of the Primary Care (Internal Medicine and Urgent Care) Clinic at Harvard University Health Services. This includes oversight and management of administrative support staff, planning and monitoring the department budget, creating maintaining key performance indicators and sharing performance with department members, overseeing referral management, overseeing access to care for patients and students, overseeing telephone and ensuring effective and efficient clinic workflows are established and sustained. The Practice Manager has overall responsibility for ensuring that operating systems are in place to support an outstanding patient experience and a workplace where all staff are thriving. In addition to direct clinic functions, the Practice Manager works collaboratively with leadership throughout the organization on projects that directly impact organizational goals and priorities.

DUTIES AND RESPONSIBILITIES:

• Provides routine reporting on practice operations to administration and service chief.
• Supervises IM and UC administrative staff, including recruitment and orientation of new staff, creation of ongoing training and professional development, coaching and counseling and evaluation of performance. Collaborates with HR as necessary.
• Facilitates and enhances the delivery of patient care.
• Maintains personnel and payroll records of administrative support staff. Manages attendance records for staff.
• Supports and implements the mission goals and objectives of HUHS.
• Leads and participates in process improvement initiatives.
• Provides and analyzes data to improve performance in the areas of people, quality and safety, delivery and service, cost, and growth.
• Collaborates with primary care leadership team to ensure effectiveness of processes / operations.
• Collaborates with other leaders in primary care in developing, monitoring, and implementing performance and service standards through use of Key Performance Indicators (KPIs) and tying performance to daily improvement efforts.
• Promotes team-building and effective communication at all levels.
• Develops, implements, and evaluates IM and UC policies and procedures
• Contributes to planning and implementation of new and special programs and procedures to meet changing needs.
• Performs special projects as requested or necessary.
• Creates and reviews department budget in relation to department and HUHS performance and needs.
• Oversees the development of a functional schedule for administrative support staff and clinicians working in clinics.
• Integrates IM and UC operations with other clinical and non-clinical areas at HUHS to ensure warm pass offs between services.

PROFESSIONAL/TEAM WORKPLACE ACCOUNTABILITY:

• Collaborates with HUHS management team.
• Provides 24-hour accountability for assigned practices.
• Attends meetings and participates on HUHS and University committees and makes positive contributions.
• Adjusts to multiple demands, priorities, ambiguity, and rapid change.
• Assumes on call responsibilities for 5-6 weeks per year.
• Willingly adjusts schedule to accommodate the needs of the department and HUHS.
• Conducts regular staff meetings to keep staff informed of department and organizational updates and events, initiatives and process changes and conveys information to staff.
• Fosters respect for others at all levels.
• Identifies and pursues professional development for self and staff.
• Uses expertise of HUHS colleagues to improve practice operations of IM and UC.
• Shows resilience in the face of constraints and frustrations.

COMPLIANCE:

• Reports non-compliance incidents to the supervisor, manager, and/or Compliance Officer.
• Completes and complies with HUHS training requirements including HIPAA Privacy and Security.
• Employs the standards, practices, and procedures of the department.
• Adheres to the expectations and professional responsibilities of the department.

FINANCIAL:

• Monitors and analyzes departmental budgets and actuals for variances. Alerts Administration to events that could result in year-end budget variances. Adjusts spending to meet budget targets.
• Prepares yearly operating and capital budgets in accordance to established guidelines.
• Continually reviews department budgets in relation to departmental and HUHS performance and needs. Identifies cost-effective measures and interventions, implementing them with appropriate approvals, smoothly and effectively. Develops a long-term financial strategy.

LEADERSHIP/MANAGEMENT:

• Staffing: Maintains adequate staffing service levels for all areas of responsibility. All new staff including temporary and casual staff are orientated within the established period.
• Teamwork: Works effectively with team/work group, including those outside of formal reporting line, to accomplish organizational goals; takes actions that respects the needs and contributions of others. Fosters a positive attitude among staff. Creates and contributes to departmental and HUHS wide teamwork by motivating staff to work effectively together to improve processes.
• Vision/Strategic Thinking: Collaborates with primary care leadership team to create a vision for the department that is consistent with HUHS strategic plans and priorities. Collaborates with primary care leadership team to develop short- and long-range goals and objectives for the department and monitors progress using data. Considers a broad range of internal and external priorities when solving problems and making decisions. Effectively communicates vision verbally and in written form.
• Diversity: Appreciates and leverages the capabilities, insights, and ideas of all individuals; works effectively with individuals of diverse style, ability, and motivation.
• Initiative: Demonstrates initiative and contributes to HUHS wide goals by being creative, collaborative, and service oriented as well as by participating in HUHS committees on performance improvement projects.
• Building Rapport & Relationships: Initiates and develops relationships with others as a key priority; treats others with respect; actively listens to ideas; is approachable. Demonstrates self-awareness by perceiving one's impact on others and perceiving and reacting to the needs of others.
• Problem-solving: Identifies and clearly defines problems, evaluates, and weighs alternatives, works effectively to remove barriers and implements solutions. Measures the impact of implemented process to ensure target states is met.
• Developing Others: Plans and supports the development of individuals’ skills and abilities so that they can fulfill current or future job/role responsibilities more effectively.
• Change: Anticipates change and effectively helps others move through the change process.
• Managing Performance: Provides on going supervision to staff and provides regular performance feedback. Conducts timely 90-day evaluations and performance reviews for staff per HUHS guidelines. Coaches and mentors staff.
• Political Savvy/Conflict Resolution: Develops effective give and take relationships with others; understands the agenda and perspective of others; recognizes and effectively balances the interests and needs of one’s own group with those of other groups. Resolves conflicts effectively and supports decision.

Bachelor’s degree with 7-10 years of managerial experience in clinical ambulatory care operations.

• Excellent leadership, interpersonal, communication, problem solving, and organizational skills.
• Proficient with Word and Excel or comparable software programs.
• Strong work ethic.
• Master’s degree strongly preferred. Experience using computer programs in a health care setting, e.g., appointment booking systems, EMR.
• Experience with process improvement methods.
• Proven ability to lead a diverse team by motivating and engaging staff in improvement efforts and communicating effectively.

All Harvard University Health Services staff and staff affiliates are considered Health Care Workers and as a condition of employment must provide documentation of the following:

• Hepatitis B vaccine series – required for staff with possible exposure to blood or blood borne pathogens.
• Proof of appropriate past immunization for Measles, Mumps, Rubella and Varicella.
• TB skin test (within past 3 months) or, if known skin test positive, documentation of previous chest x-ray, information about any past treatment.
• A current Flu vaccine (this season) and Covid vaccines to include the Primary series and Bivalent Booster.
• Letter of good health from your personal health care provider.
• Documentation of immunity (positive antibody titers) for Measles, Mumps, Rubella and Varicella.

The required medical documentation/medical clearances can often be obtained by contacting your Pediatrician, PCP, medical provider. Titers, TB Skin testing can be performed by appointment at Occupational Health facilities.

Harvard continues to place the highest priority on the health, safety and wellbeing of its faculty, staff and students, as well as the wider community. Information and details can be found via Harvard’s Coronavirus Workplace Policies website: https://hr.harvard.edu/corona-virus-workplace-policies.

The University requires all Harvard community members to be fully vaccinated against COVID-19 and remain up to date with COVID-19 vaccine boosters, as detailed in Harvard’s Vaccine & Booster Requirements. Individuals may claim exemption from the vaccine requirement for medical or religious reasons. More information regarding the University’s COVID vaccination requirement, exemptions, and verification of vaccination status may be found at the University’s “COVID-19 Vaccine Information” webpage: http://www.harvard.edu/coronavirus/covid-19-vaccine-information/.

• Harvard University is unable to provide work authorization and/or visa sponsorship.
• Harvard University requires a pre-employment reference and background screening.
• This position has a 90-day orientation and review period.

We invite you to visit Harvard’s Total Rewards website to learn more about our outstanding benefits package, which may include:

• Commuting and Transportation: Various commuter options handled through the Parking Office, including discounted parking, half-priced public transportation passes and pre-tax transit passes, biking benefits, and more.
• Harvard Facilities Access, Discounts and Perks: Access to Harvard athletic and fitness facilities, libraries, campus events, credit union, and more, as well as discounts to various types of services (legal, financial, etc.) and cultural and leisure activities throughout metro-Boston.
• Retirement: University-funded retirement plan with contributions from 5% to 15% of eligible compensation, based on age and earnings with full vesting after 3 years of service.
• Paid Time Off: 3-4 weeks of accrued vacation time per year (3 weeks for support staff and 4 weeks for administrative/professional staff), 12 accrued sick days per year, 12.5 holidays plus a Winter Recess in December/January, 3 personal days per year (prorated based on date of hire), and up to 12 weeks of paid leave for new parents who are primary care givers.
• Tuition Assistance Program: Competitive program including $40 per class at the Harvard Extension School and reduced tuition through other participating Harvard graduate schools.
• Professional Development: Programs and classes at little or no cost, including through the Harvard Center for Workplace Development and LinkedIn Learning.
• Tuition Reimbursement: Program that provides 75% to 90% reimbursement up to $5,250 per calendar year for eligible courses taken at other accredited institutions.
• Health and Welfare: Comprehensive medical, dental, and vision benefits, disability and life insurance programs, along with voluntary benefits. Most coverage begins as of your start date.
• Work/Life and Wellness: Child and elder/adult care resources including on campus childcare centers, Employee Assistance Program, and wellness programs related to stress management, nutrition, meditation, and more.

General Administration

USA - MA - Cambridge

361059 Administrative Manager

On-Site

Internal Medicine and Urgent Care

-

Full-time

059

00 - Non Union, Exempt or Temporary

Criminal, Education, Identity

Monday - Friday: 8 hours per day
Total: 40 hours per week

Harvard University Health Services is committed to fostering a diverse, inclusive, and equitable workplace in which all employees feel valued and have a sense of belonging. These principles are integral to our work and are at the core of who we are. We actively seek applicants with demonstrated commitment and/or experience promoting and fostering a working and learning environment that is supportive of individuals from diverse backgrounds. We welcome, respect, and embrace individuals from varied backgrounds, cultures, races, identities, life experiences, perspectives, abilities, beliefs, and values.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law.