Job Description

The Sr. Manager, Ambulatory Operations proactively assesses and implements appropriate processes to ensure that all facets of ambulatory practice management are effectively addressed. Provides day-to-day oversight for new projects and processes and works with all administrative and non-clinical support staff to ensure optimal operations, highly functional business systems and quality patient care. Provides administrative oversight, business management, and program development; ensures optimal patient access, customer satisfaction, and cost-effective management for all practices. Identifies opportunities to improve patient access, patient volume and improve patient experience while controlling expenses. Establishes work procedures and standards to improve efficiency and effectiveness in all practices.  The Manager in collaboration with the Director is responsible for all operational aspects, including hiring, training, setting quality and productivity standards, and staff development for assigned staff. 

PRINCIPAL DUTIES AND ESSENTIAL FUNCTIONS:

• Under the leadership of the Director of Ambulatory Operations participates in long-range planning, development of ambulatory goals, strategic plans and objectives, as well as personnel, resources, and equipment needs and decisions. 
• Collaborate with practice managers on improving ambulatory business operations, including initiatives related to access, revenue cycle, and patient experience
• Works collaboratively with Ambulatory Nurse Leadership on process improvements and quality within the Ambulatory clinics
• Makes formal presentations to various senior level audiences. Serves on committees and workgroups as representative of assigned program as appropriate.
• Identify workflow process/performance improvement opportunities and solutions; share best practices across departments
• Leads and coordinates enterprise-wide efforts to ensure that performance improvement programs are developed and managed using a data driven focus that sets priorities for improvements aligned to ongoing strategic imperatives.
• Provide analytic and quality improvement support to ambulatory leadership that includes: observation, data collection, monitoring, solutions and reporting
• Lead and participate in cross-functional workgroups and committees 
• Work together with IT teams to support ambulatory systems, including selecting tools, system implementation and optimization, training and support
• Work closely with the Office of Patient Experience to assist with complaint management, identify trends and collaborate on objectives across the medical center
• Improve patient access through establishing of scheduling standards, optimizing scheduling efficiency, and supporting a contact center model
• Collaborate with revenue cycle leadership to establish workflows and support processes to maximize ambulatory revenue collection
• Develops policies/procedures for the organization and ambulatory services.
• Responsible for the implementation and monitoring of projects, those identified independently and in conjunction with Director of Ambulatory Operations.
• Responsible for the successful planning, implementation, and management of new technology within ambulatory clinics aimed at improving patient experience and patient access.
• Responsible for conducting internal audits, identifying areas of process improvement and centralizing processes aimed at optimizing workflow where necessary.
• Responsible for evaluating and distributing patient experience data across all ambulatory practices. Explains, and discusses data analysis results with project teams. 
• Responsible for the distribution and monitoring of daily work to supervised staff.
• Responsible for the development and management of the internal float team of practice specialists and medical assistants, and preferred access line
• Develop policies and procedures, tools and scripting to support patient centered processes
• Responsible for ongoing management of Employee Health program including finance, operations and all regulatory requirements

ORGANIZATIONAL RELATIONSHIPS:

• Reports to Director of Ambulatory Operations.  
• Direct reports include:
  • Practice Manager
  • Supervisor – Ambulatory Clinics
  • Practice Specialist
  • Medical Assistants
  • Contact Center Specialists
  • Preferred Access Line Specialist
  • Physician Access Line Specialist
  • Patient Information Ambassador

Works closely with senior PO and Hospital leaders and key stakeholders to prioritize and drive performance improvement efforts.  

Qualifications

JOB KNOWLEDGE AND SKILLS:

• Bachelor’s degree required. Master’s in Business Administration, Health Administration or related field preferred. 
• Requires a minimum of 5-7 years in a hospital or healthcare setting with prior experience of healthcare operations and/or practice management.
• Ability to work collaboratively in medical matrix team and the ability to adequately represent needs of medical services, and work with leadership throughout the organization.
• Comprehensive knowledge of healthcare delivery, clinical operations, hospital financial and human resources policies and procedures.
• Financial skills necessary to manage budgets and appropriately control expenses.
• Outstanding interpersonal relationship building skills; ability to mentor, guide and motivate direct reports through demonstration of best practices and leading by example.
• Demonstrates initiative and leadership qualities. Mature judgment and a high level of motivation and professionalism. 
• Demonstrated critical thinking, analytical and problem-solving skills
•  Ability to prioritize and pursue multiple tasks in tandem. 
• Highly developed skills using personal computer tools including Microsoft Office programs, spreadsheets and presentation applications.
• Excellent oral and written communication skills.

EDUCATION:

• Bachelor’s degree required. Master’s in Business Administration, Health Administration or related field preferred.

EXPERIENCE:

• Requires a minimum of 5 - 7 years in a hospital or healthcare setting with prior experience of healthcare operations and/or practice management.
• Prior supervisor experience preferred

WORKING CONDITIONS/PHYSICAL DEMANDS:

• Normal office environment.

Additional Information

All your information will be kept confidential according to EEO guidelines.

AMERICANS WITH DISABILITIES STATEMENT:

Must be able to perform all essential functions of this position with reasonable accommodation if disabled.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed, as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Tufts Medical Center reserves the right to modify position duties at any time, to reflect process improvements and business necessity.

COVID-19 POLICY:

Please note that effective October 1, 2021, as a condition of employment at Tufts Medical Center, all employees and new hires must have received their complete dose of the COVID-19 vaccine, unless they have been granted an exemption.