Operations Manager (Internal Medicine)
Company: Boston Medical Center
Posted on: April 11, 2021
Operations Manager - General Internal Medicine Boston Medical
Center (BMC) is more than a hospital. It--s a network of support
and care that touches the lives of hundreds of thousands of people
in need each year. It is the largest and busiest provider of trauma
and emergency services in New England. Emphasizing community-based
care, BMC is committed to providing consistently excellent and
accessible health services to all-and is the largest safety-net
hospital in New England. The hospital is also the primary teaching
affiliate of the nationally ranked Boston University School of
Medicine (BUSM) and a founding partner of Boston HealthNet - an
integrated health care delivery systems that includes many
community health centers. Join BMC today and help us achieve our
Vision 2030 which is a long-term goal to make Boston the healthiest
urban population in the world. Position: Operations Manager
Department: General Internal Medicine Schedule: Full Time, 40
Hours, Day POSITION SUMMARY: Provides administrative oversight,
business management, and program development for one or more
ambulatory services. Ensures optimal patient access, customer
satisfaction, and cost-effective management of the practice. Works
in collaboration with the Medical Director(s) and the Nurse Manager
in a matrix management team. Supervises all administrative and
non-clinical support staff. Monitors compliance with managed care
plans. Establishes work procedures and standards to improve
efficiency and effectiveness in all practices. Identifies
opportunities to increase patient volume and services while
continuing to control expenses in the corporation. Conducts ongoing
leadership training of staff and creates an environment which
fosters and responds to customer satisfaction. ESSENTIAL
RESPONSIBILITIES / DUTIES:
- Works with the practices and the management team to develop and
implement long and short range business plans for practices. Meets
regularly with the appropriate clinical leaders in each
- Analyzes information, develops strategies to improve operations
and enhance service delivery; implements changes in conjunction
with and advise from the management team. Acts as the liaison with
other hospital departments to resolve problems that interfere with
the efficient operation of the practices.
- Develops practice performance standards in conjunction with the
management team. Monitors practice performance regularly against
those standards and prepares and implements steps to bring the
practice into conformance with those standards. Develops management
reports to measure provider productivity, assesses patient demand
for services, determines patient satisfaction and otherwise
evaluates the effectiveness of the practices' operations. Develops
and implements cost-effective operational adjustments as
appropriate to enhance practice efficiency.
- Controls purchase and distribution of supplies in the
practices. Establishes and maintains inventory system of supplies.
Works with providers and vendors to procure cost-effective
purchases and provide inventory control.
- Attends management meetings, and participates in other hospital
committees as required. Complies with BMC managerial expectations,
such as regular attendance at managers' meetings, safety training,
annual diversity training, etc.
- Calls, prepares agenda for, and participates in monthly
meetings with all practice personnel, in consultation with the
management team. Prepares follow-up work plans to items discussed
at the practice meetings, and monitors completion of identified
projects and tasks. Communicates BMC and/or practice priorities and
essential information to staff on a regular basis.
- Maximizes the use of physical space by coordinating the use and
assignment of practices' office and examination space.
- Creates and maintains the Policy and Procedure Manuals.
- Ensures that practices provide service/care that meets or
exceeds patient care standards.
- Seeks patient feedback on service delivery for both providers
and staff, taking immediate steps to respond to any complaints or
indications of insufficient levels of service.
- Ensures that all staff recognizes that customers are both
internal (employees, physicians, other departments) and external
(patients, families, insurers) and demonstrates skills appropriate
to good service (reliability, empathy, courtesy, etc.). Ensures
that staff responds promptly and appropriately to customer needs.
Ensure that staff effectively communicates with customers to
address needs and problems.
- Ensures that staff maintains confidentiality for all patient
- Develops, monitors, and revises the practices' schedules to
ensure efficient patient flow and access. Works closely with the
appropriate Medical Director and/or physicians to adjust provider
schedules to account for planned absences.
- Reviews monthly statistical reports with information regarding
numbers of patients scheduled for each practice, number of
appointment no-shows, number of sessions cancelled by providers,
etc. Prepares special and periodic reports for the management team.
Develops and implements strategies to improve patient access, in
collaboration with practices' and hospital leadership. Fiscal
- Provides close oversight and supervision of the registration
process within the department. Ensures that all staff is adequately
trained, and serves as the practices' expert with regard to
registration and billing functions. Monitors staff adherence to
practices' policies and procedures. Supervises the insurance
eligibility verification process. Establishes controls to oversee
the accuracy and completeness of information entered into the
patient information systems by clerical staff. Performs frequent
quality audits; runs registration quality and duplicate
registration reports a minimum of once per week, and resolves
- Ensures that all requirements for billing third party payers
are met. Monitors production reports on a weekly basis to ensure
charges are submitted in accordance with organizational standards.
Ensures compliance with corporate billing protocols. Develops and
maintains a good working relationship with billing vendor. Prepares
monthly reports on accounts receivable for review and analysis.
Works closely with billing vendor to evaluate areas of needed
improvement. Makes recommendations for improvements and upon
approval, implements and monitors account receivable status.
- Supervises the charge entry operation, and ensures that all
charges are entered within twenty-four business hours of the
service date. Monitors billing edit report on a daily basis, and is
accountable for the immediate correction of errors. Establishes a
charge reconciliation process to ensure 100% revenue capture; runs
missing E & M and other financial reports on a regular basis.
Monitors coding requirements and submissions to maximize revenue
and comply with regulations. Annually reviews fee schedule to
ensure appropriateness of charge level. Keeps up to date on laws,
regulations and healthcare trends that affect the practices'
business systems and operations.
- Develops the annual operating budget in collaboration with
clinical leaders, and monitors expenditures regularly to ensure the
practice's compliance with budget. Provides financial analysis and
benchmarking reports. Identifies opportunities for financial
- Develops the capital budget request for the practices with
input from the management team and providers. Works with vendors to
develop accurate specifications and cost for needed capital
equipment and furnishings.
- Demonstrates cost consciousness by comparing and analyzing
practice sites expenditures monthly and effectively utilizing
staff, space, and supplies within budgetary constraints.
- Identifies opportunities to increase patient volume and
services while continuing to control expenses in the corporation.
Human Resource Management
- Hires, disciplines, and fires clerical support staff, within
the prescribed policies of the hospital. Interprets and enforces
hospital and practice policies for all employees; ensures
conformance to Boston Medical Center labor agreements and grievance
process. Represents the department at labor/management hearings;
assists in preparation of materials for hearings and arbitration
cases, as needed. Works collaboratively with Medical Director
and/or physicians to ensure consistency and commitment to
practices' goals and policies.
- Establishes standards for an excellent customer service
environment in which all patients and staff are treated with
dignity and respect. Trains and evaluates staff in customer service
- Assesses the adequacy of staffing levels for non-clinical staff
and makes recommendations to management regarding additional
staffing needs or role changes. Assigns and monitors staff workload
to ensure maximum productivity; creates an atmosphere and
conditions that motivate employees to work at optimal
- Monitors employee needs for training. Develops annual training
and development plans and makes appropriate arrangements for
training in conjunction with each employee. Communicates practices'
goals to employees and fosters a work environment that motivates
employees to achieve these goals.
- Completes employee performance reviews within a timely manner,
and in accordance with BMC policy. Provides ongoing assessment and
feedback to all employees; develops performance improvement plans
- Evaluates and approves schedule changes and requests for time
off, ensuring that the staffing needs of the departments are met.
Works to resolve any wage, benefit or human resources related
problems. Oversees payroll, and maintains system to document
employee absenteeism. Facility Management and Regulatory Compliance
- Coordinates housekeeping, maintenance and repairs for the
practices, ensuring that all areas, equipment, and furnishings are
kept clean and in good repair. Program Planning and Development
- Develops plans for practice expansion and growth, including the
identification of financial resources to fund expansions. Submits
plans to management.
- Implements approved plans. Works with architects and
contractors to develop plans which will maximize provider
productivity and enhance patient and staff satisfaction.
Coordinates all aspects of construction and moves with appropriate
hospital departments. Quality Improvement
- Participates in practices' and hospital-wide quality assurance
activities. Leads practices, efforts in continuous quality
improvement by involvement in teams as appropriate and by
supporting changes recommended through the continuous improvement
process. Participates in establishing and implementing quality
- Ensures compliance with standards and regulations from federal,
state and local governments, as well as other regulatory bodies
such as The Joint Commission. Ensures that all staff attends
mandatory BMC training sessions, receive annual TB testing,
- Resolves patient complaints emanating from areas of
responsibility.-- Ensures that all significant patient complaints
are reported promptly to the Patient Advocate or Director of
Quality Improvement. Other:
- Works with appropriate personnel within the practices and the
hospital to develop and implement marketing strategies for the
practices. Assures representation of assigned practices at
community events to ensure the practice's presence in the
community. Stays abreast of health care topics that may interest
the community. Coordinates physician attendance at lectures and/or
health fairs in the community
- Utilizes hospital's behavioral standards as the basis for
decision making and to facilitate the department and the hospital's
- Follows established hospital infection control and safety
- Performs other duties as needed. Must adhere to all of BMC's
RESPECT behavioral standards. EDUCATION: Work requires a Bachelor's
Degree of Arts or Science or equivalent work experience. Master's
Degree in Healthcare Administration, Business Administration, or
related fields strongly preferred. EXPERIENCE: Bachelor's Degree or
equivalent plus 5-7 years of related experience ( Must have at
least 3 years management and budget experience. KNOWLEDGE AND
- Ability to work collaboratively in medical matrix team, and the
ability to adequately represent needs of medical services, and work
with multiple physicians of numerous specialties.
- Comprehensive knowledge of clinical operations, hospital
financial and human resources policies and procedures.
- Excellent understanding of hospital and physician reimbursement
as well as applicable external regulations and legal
- Outstanding interpersonal relationship building skills; ability
to mentor, guide and motivate direct reports through demonstration
of best practices and leading by example.
- Able to prioritize and manage multiple projects simultaneously
and produce expected results.
- Highly developed skills using personal computer tools including
computerized healthcare information system, word processing,
spreadsheets and presentation applications.
- Excellent oral and written communication skills.
- Demonstrated critical thinking, analytical and problem-solving
skills. Posted 2 Days Ago Full time 18147 About Us BMC Named by
U.S. News & World Report Among the Best Hospitals in the Region and
a High Performing Provider in the Areas of Nephrology and
Geriatrics The Human Rights Campaign named BMC a Leader in LGBT
Healthcare Equality in its 2014 Healthcare Equality Index (HEI)
report. BMC Named one of the 150 Great Places to Work in Healthcare
by Becker's Hospital Review Boston Magazine Named 62 BMC Physicians
as "Tops" in their Respective Fields, Including Nahid Bhadelia, MD,
Infectious Diseases, Featured on the Cover. BMC wins Healthy
Hospital Award from Stryker Sustainability Solutions for our
dedication to reducing waste and investing in environmentally sound
health care practices. Healthcare Information and Management
Systems Society Analytics Electronic Medical Records Adoption Model
Honors BMC with Stage 6 Recognition.
Keywords: Boston Medical Center, Boston , Operations Manager (Internal Medicine), Executive , Boston, Massachusetts
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