Practice Manager – Healthcare Homeless

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Reporting to the Program Director, the Manager is responsible for the daily, multi-disciplinary operations for a large single or multi-site practice/program across Baystate Health. The Manager is a key member of the serviceline leadership team, managing a large and diverse team of administrative staff and oversees administrative elements of clinical staff. The Manager is responsible for the assessment, planning and implementation of programs, processes and services that support the successful day-to-day operations.

In partnership with the Medical leadership, the Manager designs and implements initiatives that optimize financial and operational performance to achieve a high level of quality patient care, patient and provider satisfaction, as well as employee and provider engagement through a team-based approach. The Manager effectively uses existing technology to support efficient clinical, administrative and fiscal operations; identifies opportunities to expand uses of technology and leads adoption across the practice or multiple sites.

• Treats all patients and fellow staff in a welcoming and professional manner.
• Has an appreciation of and respect for diversity when interacting with patients, employees, peers and staff from other areas of the organization.
• Collaborates and engages with peers through the service line and BH.
• Works side by side with physician leadership within the practice and service line.
• Understands resources and contacts available to help in different situations and is able to reach out to them when necessary.
• Provides and accepts both positive and constructive feedback to build relationships and for professional development.
• Establishes boundaries and expectations of employees, vendors, contractors and others that engage within the practice(s).
• In a role where there is multi-site responsibility, is able to connect staff to the vision of the serviceline/program and enhance the experience for patients, staff and providers.
• Works effectively in a variety of conditions and circumstances.
• Is able to effectively and appropriately advocate for staff when necessary.

• Able to navigate the day to day operations over a large single or multiple sites by having an understanding of standardized work flows that make the practice functional.
• Accepts, follows and implements Baystate policies and procedures and ensures they are applied consistently.
• Able to focus on the root cause of issues and utilizes critical thinking to solve for them and develop improvement plans based on office data.
• Prepares reports nd document recommendations for Program Director to implement positive changes to increase efficiency and improve quality.
• Researches and utilizes best practices to initiate change and makes decisions that are aligned with BH competencies, values and service standards.

• Coordinates employee development, objectives and business standards to meet patient expectations.
• Proactively acts to continuously improve and uphold patient satisfaction.
• Manages the overall patient experience and is able to sustain positive patient outcomes by active listening, problem solving as well as understanding cultural and diverse opinions.
• Able to do this across a large site or multiple sites in scope.

• Actively listens to concerns, suggestions and solutions.
• Is skilled at and can communicates effectively and professionally in both verbal and written communication with all levels of employees within the organization.
• Is an active participant on committees and able to bring back learnings to the practice and service line.
• Demonstrates that they are able to understand and clearly articulates issues and recommendations through compromise, negotiation and resolution.
• Approaches difficult conversations by identifying the issue, being a bipartisan party and identifies possible outcomes or courses of action.
• Able to manage and communicate change to employees through direct and engaging conversations by explaining the "why", supporting, following up on and reinforcing the change.

• Explores learning opportunities within BH and outside.
• Expresses pride and humility in…