Practice Manager, Radiation Oncology

Leadership:

• A mission critical leader who works in collaboration with the Physician Floor Leader and Nurse Director to provide oversight of the patient experience and exam and infusion operations; and the implementation of strategic initiatives and quality improvement projects.

Appointment Scheduling:

• Monitors day-to-day scheduling activity, runs daily reports, identifies gaps and resolves issues for complex scheduling systems.

• Works with the Nurse Director to coordinate infusion scheduling and ensure that day-to-day infusion scheduling is both accurate and in compliance with the Scheduling Guidelines.

• Responsive to exam and infusion requests for out-of-template needs, including same-day, next-day and add-on patient clinical circumstances.

Access Management and Health Information Systems:

• Provides staff training and oversight for health information related processes including: Partners Patient Gateway Enrollment, MASS HiWay, Medicare Secondary Patient Questionnaire (MSPQ), Massachusetts Medical Orders for Life-Sustaining Treatment (MOLST), and Release of Patient Information.

Human Resources:

• Manages and Supervises the onboarding, training, staffing levels, and performance evaluations of administrative staff responsible for patient check-in, scheduling and patient facing customer service for exam and infusion practices.

• Indirect supervision of Clinical Assistants (CA).

Exam Operations:

• Ensure effectiveness, efficiency and safety are priorities in moving patients through their clinical visits, conducts real-time monitoring of patient throughput and executes on-the-spot adjustments.

• In conjunction with the Nurse Director, oversees CAs responsible for performing vital signs, patient rooming, and patient flow within the oncology exam practice

• Works in coordination with Director of Analytics and the Disease Center Administrative Director, monitors MD/NP/PA exam template utilization, recommending necessary improvement to maximize exam room utilization.

• Administrative management of floor based clinical specialties: i.e. Procedure Suite, Desensitization, Scalp Cooling Caps, Phase 1 EKG room management, Acute Care Clinic etc.

Patient Experience:

• Responsible for monitoring patient satisfaction and feedback. Works in collaboration with staff, nurses and clinicians, identifies potential problems and implements corrective actions to improve the patient experience.

Information Technology:

• Demonstrates competency during technological application interruptions; ensuring proper communications and mobilization of resources and information to support clinic operations; ensuring limited patient service interruptions throughout the outage.

• Serves as the first point-of-contact for clinic-based IT equipment and/or user interface issues.

• Responsible for floor-based Real Time Locating Systems (RTLS) including: badge use compliance, distribution and management; provides direction and leadership during downtime; and first point-of-contact to assist during troubleshooting of systems related issues.

• Manages the distribution, maintenance, after-use cleaning, inventory control, and technical troubleshooting issues of patient-use iPads.

Quality Improvement:

• Collaborates on strategic planning and operations improvement initiatives with Physician Floor Leader and Nurse Director.

Regulatory Compliance:

• To ensure safe, efficient, and effective delivery of quality care: oversees ongoing compliance with DFCI policies and procedures; HIPAA regulations; Department of Public Health; Centers for Medicare and Medicaid Service (CMS); and The Joint Commission (TJC) regulatory agency requirements for non-clinical staff in support of the accreditation process.

Emergency Response:

• Provides administrative support during medical emergencies.

• Leads, coordinates, and guides staff and patients during Emergency Response events.

• Participate in strategic planning for patient scheduling around unplanned events such as weather or other unforeseen factors resulting in disruption of daily operations.

Financial:

• Forecasts, develops, monitors, and evaluates annual budgets for the clinical floor. Provides ongoing variance analysis of activities and develops necessary improvement plans.

Facilities:

• Coordinates with Facilities Department for all construction projects, facility upgrades, expansions, staff relocation, repairs, maintenance, and environment-of-care issues.

Knowledge, Skills and Abilities

• Working knowledge of computers required. Previous experience with Epic electronic medical record system preferred.

• Strong and effective communication, conflict resolution and interpersonal skills.

• Demonstrated excellent organizational, critical thinking, analytic and decision-making skills.

• Demonstrated ability to work as an effective member of an interdisciplinary team.

• Demonstrated ability to establish rapport with patients and families from a diverse variety of cultural, ethnic and religious backgrounds.

• Demonstrated flexibility and ability to set and change priorities and accept s additional responsibilities as situations require.  Responds positively to new approaches and changes in the work environment.

Minimum Job Qualifications

• Bachelor’s degree in Health Care Administration, Business Administration, or related field is required; Master’s degree is preferred.

• Three to five years of progressively responsible ambulatory care management (or similar clinical care) experience is required.

• Previous experience managing staff preferred.

License/Certification/Registration Required: None

Supervisory Responsibilities: Yes, directly supervises other staff

Patient Contact: Yes, direct contact with adult patient population