Behavioral Health Practice Manager at Mass General Brigham

Site: The General Hospital Corporation

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

Job Summary

Operations
Supervises day-to-day performance of administrative support staff, and manages operations overall in collaboration with other members of the leadership team.

Develops and provides training for staff on the administrative policies and procedures.

Assists in the career development of practice employees through ongoing coaching, counseling, and training.

Maintain full knowledge of all key components of administrative staff functions including use of Epic, Referral Management and other processes needed to support administrative staff work. Functions as an Epic Super User.

Assists administrative staff to evaluate, develop and implement changes in processes and procedures to improve patient experience, operational effectiveness and efficiency, and work life for physician and other staff.

Collaborates with administrative support staff and others to resolve patient / customer service issues.

Evaluates wait times and other quality of service indicators, and takes steps to address issues, as needed, utilizing data and reports relevant to the topic under review; including but not limited to Epic, i Port and other report sources as needed.

Serves as Epic/Cadence Super User for practice. Responsible for maintaining accuracy of schedules and templates. Investigates inconsistencies and addresses with BH Unit Chief.

Actively involved in practice re-design and process improvement activities.

Possesses a thorough knowledge of registration and insurance issues. Demonstrates competence in explaining insurance issues, ACO related care restrictions, and service issues to staff and patients.

Is present daily to support, coach and educate PSC staff. Assists PSC staff by troubleshooting workflow issues and resolving patient barriers to care.

Supports clinical staff with administrative tasks as needed including the onboarding and enrollment of new staff and trainees.

Expected to regularly serve on internal Health Center committees voluntarily and/or as requested by Administrative Director

Adheres to all hospital and Health Center policies and procedures.

Assists to prepare for JCAHO and other regulatory site visits, as outlined in the Standards of Practice.

Ensures the physical environment is maintained to MGH standards.

Ensures HIPAA policies and procedures are fully implemented.

Monitors, identifies, and resolves IS issues which impact the department’s operation. Participates in the evaluation of IS equipment and systems as it impacts operations.

Maintain IS security and compliance with hospital IS systems in the role of key giver.

Represent the unit, as needed, in community affairs to which the unit/health center or the community would gain added value by participating.

Respond to and resolve patient inquiries and concerns, as needed.

Staff Management
Develop a work environment for non-clinical staff that embodies respect, diversity, growth and accountability, as key components of overall staff and unit morale.

Provide orientation and training of administrative staff. Complete corrective action process as necessary. Review time off requests, monitors attendance and tardiness, interprets Hospital policies and ensures adequate coverage for all areas of responsibility

Works with practice leaders to manage all staff schedules. Evaluates daily staffing needs and coordinates replacement of staff to meet volume and provider productivity requirements.

Develops, implements and/or coordinates staff education for both the personal and professional development of staff. This includes mandatory training, as outlined by the hospital, JCAHO, DPH, HIPAA or other regulatory guidelines.

Manages the practices payroll, including the resolution of payroll issues.

Financial Management
Utilizing the data from the Health Center and Department of Psychiatry, monitor key metrics necessary to effectively manage the operations and maximize revenues, including assuring compliance with regulatory billing requirements, practice growth and access.

Builds and maintains ongoing working relationships with support staff and providers in the practice to facilitate positive staff morale and support provider productivity.

Oversee all supply purchasing for the office/program.

All other related duties as is deemed operationally or financially necessary by manager, Health Center leadership, and Department of Psychiatry.

Performs all other duties as assigned.

Qualifications

• Education Bachelor's Degree Related Field of Study required Can this role accept experience in lieu of a degree? Yes Licenses and Credentials Experience Supervisory experience 5-7 years required and Experience working in a healthcare environment 5-7 years required Knowledge, Skills and Abilities
• Strong understanding of Microsoft Office, including Excel.
• Strong communication and organizational skills.
• Strong and proven leadership skills.
• Ability to work with staff of all levels.
• Excellent time management skills.
• Strong analytical and math skills.
• Knowledge of Accounting Principles, physician billing, and revenue cycle management.
• Ability to adapt to multiple and rapidly changing priorities and deadlines.

Additional Job Details (if applicable)

• Medical, Dental, and Vision insurance

• Tuition Reimbursement

• Generous Paid Time Off

• 50% Off MBTA passes

• Access to childcare resources and emergency backup care

• 403(b), Cash Balance Retirement Plan, and Tax-Sheltered Annuity options

• Exclusive “Perks” - enjoy discounts on tickets and passes for everything from ski resorts to museums to sporting events)

Remote Type

Onsite

Work Location

73 High Street

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

Pay Range

$65,998.40 - $96,033.60/Annual

Grade

7

At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.

EEO Statement:

1200 The General Hospital Corporation is an Equal Opportunity Employer. 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. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.

Mass General Brigham Competency Framework

At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.