Administrative Manager

Clinical Program Management

• Collaborates with administrative support staff and others to resolve patient scheduling issues.
• Acts as an intermediary between clinic sites (DFCI, Watkins and Faulkner) and Hematology staff members (clinicians, nurse practitioners and administrative assistants). Works collaboratively with staff members to accomplish clinic goals and objectives and troubleshoot operational issues.
• Serves as a critical member of the division to oversee and monitor administrative aspects of provider schedules and activity at clinic sites.
• Under the leadership of the Division Chief and Administrative Director, monitors the ongoing management of the division's clinical services, discusses and resolves administrative problems that arise, and directs the planning of improvement in existing clinical services.
• Acts as a primary resource to DFCI New Patient Coordinators and New Patient Supervisor to troubleshoot issues and provide guidance and intervention related to the new patient scheduling process. Determines which issues need to be escalated to Administrative Director, Senior Nursing Manager, Medical Director and/or Chief.
• Assists Administrative Director, clinicians and nurse practitioners with provider schedules and template changes.
• Oversees the division's E-Consult process and operations.

Personnel Management

• Oversees the day-to-day performance of administrative support staff to ensure optimum performance.
• Serves as the primary resource for administrative support staff.
• Builds and maintains ongoing working relationships with administrative support staff, as well as physicians and nurse practitioners, to facilitate positive staff morale and support provider productivity.
• Coordinates the on-boarding and training of new staff.
• Maintains full knowledge of all key components of administrative staff functions including use of EPIC, referral management and other processes needed to oversee administrative support staff work.
• Reviews time off requests and monitors attendance and tardiness.
• Assigns and prioritizes administrative support staff's workloads, cross-coverage, etc. to ensure that appropriate staffing and phone coverage needs are met.
• Conducts staff meetings to keep employees informed.
• Participates in the hiring, training and, if necessary, terminating of administrative staff support.
• Assesses employee performance, completing timely employee evaluations and providing counseling regarding performance, attendance, etc.
• Arbitrates disputes and conflicts that emerge between administrative support staff and clinical providers and/or other staff members.

Administrative Duties:

• When needed:
  • Schedules patient appointments for DFCI/BWH Hematology patients.
  • Assists with calendar management and meeting coordination for physicians and division leadership as requested.
  • Mails out appointment reminder letters and provider notes.
  • Submits and track prior authorizations.
• Follows HIPAA guidelines for the management of patient privacy and confidentiality.
• Triages and manages phone calls, utilizing courteous customer services skill.
• Maintains flexibility regarding workload and the needs of the division.
• Provides cross coverage as needed.
• Acts as a super user for scheduling, registration, and billing systems. Provides training and assistance to existing and new administrative support staff.

Education
Bachelor's Degree Business Administration required or Bachelor's Degree Healthcare Administration required or Bachelor's Degree Related Field of Study required

Can this role accept experience in lieu of a degree?
No

Experience
Experience in administrative management or office administration, preferably in a healthcare setting 5-7 years required and Experience in a supervisory or leadership role 2-3 years required

Knowledge, Skills and Abilities
- Strong organizational and time management skills.
- Excellent communication and interpersonal abilities.
- Proficiency in office software and administrative technologies.
- Ability to manage multiple tasks and prioritize in a fast-paced environment.
- Experience in managing and mentoring a team.