Assistant Practice Manager-Wellesley

WELLESLEY, MA
• Beth Israel Lahey Health Primary Care
• Full-time
• Day When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.

Job Summary:

The Assistant Practice Manager oversees and facilitates the daily operations of a primary care practice with the commitment of providing excellent customer service to patients, families and visitors. Plans and organizes the work of support staff, coordinates and prioritizes work flow, implements appropriate systems and procedures to maintain service standards and acts as a resource to clinicians and staff.

Job Description:

Essential Responsibilities:

Supervises support staff involved in clinical and administrative activities, with an emphasis on sensitivity to patients and meeting service standards. Plans, organizes and oversees work schedules and assignments of support staff to meet operational needs. Coordinates coverage for absences, meal breaks, training and vacations.

Plans, assigns and evaluates work of support staff. Makes recommendations concerning hiring, provides feedback relating to staff performance issues and human resource matters as appropriate. Involved in the performance review process. Takes sick calls, coordinates coverage for absences, meal breaks and training.

Implements processes and procedures to ensure efficient processing of work including, but not limited to, time of service, scheduling, referral management, pre-registration and visit ticket entry. Works with the Practice Managers to develop office orientation procedures and protocols.

Coordinate, supervise and participate in physician billing if applicable. Act as primary staff resource for clinicians regarding charge entry. Answer telephones and facilitates urgent phone messages as needed.

Provides weekly reports of revenue cycle activities to the Practice Manager including visit ticket entry, co-payment collection and referral management.

Has the authority to direct and support employees daily work activities. Direct Reports:
More than 7 Indirect Reports:
None Assists in planning, monitoring and/or managing budget in functional area of department.

Required Qualifications:

High School diploma or GED required. Associate degree preferred.
3-5 years related work experience required and 1-3 years supervisory/management experience required

Advanced skills with Microsoft applications which may include Outlook, Word, Excel, PowerPoint or Access and other web-based applications. May produce complex documents, perform analysis and maintain databases.

Competencies:

Decision Making:
Ability to make decisions that are guided by precedents, policies and objectives. Regularly makes decisions and recommendations on issues affecting a department or functional area.

Problem Solving:
Ability to address problems that are highly varied, complex and often non-recurring, requiring staff input, innovative, creative, and Lean diagnostic techniques to resolve issues.

Independence of Action:
Ability to set goals and priorities for functional area. May make recommendations for department policies, practices and programs. Manager or Director provides broad guidance and overall direction.

Written Communications:
Ability to communicate complex information in English effectively in writing to all levels of staff, management and external customers across functional areas.

Oral Communications:
Ability to verbally communicate complex concepts in English and address sensitive situations, resolve conflicts, negotiate, motivate and persuade others.

Knowledge:
Ability to demonstrate in-depth knowledge of concepts, practices and policies with the ability to use them in complex varied situations.

Team Work:
Ability to act as a team leader for small projects or work groups, creating a collaborative and respectful team environment and improving workflows. Results may impact the operations of one or more departments.

Customer Service:
Ability to lead operational initiatives to meet or exceed customer service standards and expectations in assigned unit(s) and/or across multiple areas in a timely and respectful manner.

Physical Nature of the Job:

Light work:
Exerting up to 20 pounds of…