1. In concert with the Practice Manager, the Operations Manager will be responsible for overseeing Human Resources activities of direct reports, including those related to recruiting, hiring, orienting, training, disciplining, terminating, performance evaluation, goal setting, employee relations and staff payroll.
   • Develops administrative policies and procedures to improve operating efficiency and reviews and updated policies as necessary.
   • Ensures the professional development of direct reports.
   • Recommends changes and makes approved modifications as necessary to support clinic operations
   • Oversees recruitment efforts for staff of assigned area. Identifies opportunities for alternative staffing, sharing resources, right sizing, and staffing to demand.
   • Complies with all applicable BWPO, BWH and Partners Healthcare policies and procedures.
   • Monitors and maintains TJC/DPH compliance records for staff (TB testing, annual training, Hepatitis vaccinations).
   • Provides time and opportunity for staff training and development. Ensures that all training has been completed and staff members are adequately prepared to perform as expected.

2. The Operations Manager provides oversight and directs the daily administrative operations at the Jen Center.
   • Ensures that the assigned clinic areas are run appropriately and efficiently each day - resolves staff or provider problems and complaints within assigned areas of oversight.
   • Acts as intermediary between physicians and staff, sharing information and facilitating development of communications systems for administration, physicians, and staff.
   • Evaluates staffing ratios, competencies, and requirements of direct reports.
   • In conjunction with Practice Manager, responsible for allocation of exam room allocation monitoring occupancy rates and makes recommendations to improve efficiency and increase patient access as appropriate.
   • Develops appropriate registration, scheduling, and administrative policies to assure effective operations.
   • Responsible for prioritizing new patient access and maximum slot utilization
   • In collaboration with the PJC Leadership Team, analyzes and proposes changes in clinical operations to achieve operating efficiency.
   • In conjunction with Practice Manager, works with Primary Care Center of Excellence to introduce Primary Care wide initiatives at the Jen Center and communicate about practice performance and data.
   • Develops management reporting matrix to track practice performance such as telephone access, billing, no-shows, etc., and utilizes the data to make operational changes.
   • Supports staff and physicians with Epic as needed.
   • Responsible for oversight of population health specific programs and initiatives as they relate to practice performance.
   • Responsible for oversight of Annual Wellness Visit scheduling and workflows within the department
   • Provides key administrative support for practice-wide pilots, studies or initiatives
   • Reviews the ongoing management of practice operations, discusses and resolves any administrative problems that arise, and directs the planning of improvements in existing practice operations and workflows.
   • Supports budget preparation and meeting budget and growth target expectations.
   • Supports the cost center fiscal management of all areas of responsibility, including managing to a margin. Establishes and achieves financial goals and measures, monitors, and ensures the on-going financial performance of all areas of responsibility.
   • Leads regularly scheduled work-team meetings

3. The position oversees the personnel management and training of direct reports.
   • Recommends the hiring of new staff and ensures proper orientation and training is provided.
   • Writes and updates job descriptions, makes decisions regarding employee requests, delegates duties and conducts staff meetings.
   • Coordinates and conducts performance appraisals, monitors progress and attainment of mutually agreed upon goals for direct reports.
   • Responds to staffing and contingencies expediently, making necessary adjustments in a timely fashion.
   • Fosters development and mentors' departmental employees.
   • Provides guidance and support for all staff.
   • Serves as a resource for the management team for problem solving and troubleshooting issues surrounding practice operations.
   • Collaborates closely with Practice Leadership, focusing on shared clinical and financial goals
   • Facilitates a culture of teamwork and collegiality among employees.
   • Provides opportunities for cross-training and career paths.
   • Mentors supervisor(s) and provides leadership, positive reinforcement and development of new roles within the departments to facilitate staff growth.
   • For issues of professional compliance, collaborates with the appropriate Nursing or Medical Director as necessary.

4. Residency Program Support
   • Provides key administrative support for the primary ambulatory training site for BWH Medical Residency Training Program.
   • Works collaboratively with the Chief Resident and other Residency Program staff to maintain residents' clinic schedules.
   • Leads the operations of annual residency transition.
   • Collaborates with the PJC Resident Operations Committee to make resident-directed improvements to practice operations.

5. Project Management
   • Provide project management on initiatives, including project plan development, analysis, deliverable development, stakeholder communication, meeting documentation and set-up and oversight on initiative logistics
   • Utilize and develop a standardized approach and tools for project management and team facilitation
   • Prepare concise, professional summaries of activities, timelines, initiatives, and meetings for practice management
   • Deals with initiatives and issues that are significant, sensitive, political and confidential in nature
   • Collects and analyzes data for process improvement
   • Provides "best" practice benchmarks with comparative analysis
   • Executes on projects in concert with Practice Leadership
   • Executes process improvement projects that are consistent with the overall goals of Primary Care and BWH vision
   • Participates in Primary Care wide initiatives consistent with the strategic plan
   • Leads continuous improvement processes.
   • Provides leadership and directs customer focused initiates.
   • Oversees the design and implementation of new programs created to support the vulnerable patient population.

6. Clinical, Operational, Financial and Utilization Management

• Develop analytic and tracking tools to monitor existing initiatives, programs and services
• Evaluate how changes in performance impact the practice
• Incorporate benchmarking data into analysis and improvement initiatives
• Communicate performance to stakeholders and identify opportunities
• Develops operating budget and monitors income and expenses to ensure that budget compliance and established performance standards are met.

7. Communication

• Oversee the development of summary communication materials for team and leadership presentations
• Effectively present findings to all levels of staff
• Provide input on analysis and next steps

8. In conjunction with Jen Center Leadership Team, the position develops and implements a plan of action to address customer service and Press Ganey evaluations. This includes tracking of customer service feedback to facilitate continual improvement, addressing any patient concerns and complaints in a timely basis and using these concerns as opportunities to learn and for improvement. Works closely with Patient Family Relations to investigate and mitigate patient complaints.

9. In addition, the Operations Manager will perform other duties and special projects as assigned.

• Bachelor's degree in business, public or health management or other related field
• Minimum of 3-4 years of healthcare experience with 2-4 years of management experience in a fast-paced academic ambulatory practice. Consideration may be given to candidates with excellent customer service skills, critical thinking skills and a passion for healthcare with some healthcare experience meeting above education requirements
• Experience in a Primary Care Teaching Practice preferred
• Solid experience with LEAN or other forms of rapid cycle improvement is strongly preferred
• A broad and thorough knowledge of: (a) physician practice management and resource utilization; (b) organizational and management theory and practice; and (c) financial systems, budget management, reimbursement issues and regulations

• Strong capacity to recruit and develop supervisors and staff
• Excellent communication (both oral and written) and presentation skills
• Strong customer service skills in a high-volume setting
• Initiative and ability to work independently
• Ability to recognize and solve problems, including identifying and fixing their root causes.
• Ability to, and experience with, training members of the care team on new workflows and systems.
• Strong conflict management and resolution skills.
• Must exhibit a high degree of professionalism and a commitment to customer service.

Due to the size and complexity of the practice, the work is fast-paced and challenging. The workload could necessitate working evenings or weekends.

SUPERVISORY RESPONSIBILITY:

Directly manages approximately 5-6 FTEs.

With the Practice Manager, participates in preparations of monthly and annual FY budgets. Operations Manager justifies variances on an ongoing basis.

Works within legal, regulatory, accreditation and ethical practice standards relevant to the position and as established by BWH/Partners; follows safe practices required for the position; complies with appropriate BWH and Partners policies and procedures; fulfills any training required by BWH and/or Partners, as appropriate; brings potential matters of non-compliance to the attention of the supervisor or other appropriate hospital staff.