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Practice Manager

Company: Joslin Diabetes Center
Location: Brookline
Posted on: June 19, 2022

Job Description:

The Practice Manager (Adult Diabetes) provides day to day managerial support, coordination of patient care and oversight of support staff to ensure efficient, high-quality and patient-centered clinic operations.
In this key role, you will identify opportunities for improvement, set priorities, empower and coach staff to improve the experience of patient care and quality of work life within the Clinic.


Works effectively with staff and providers to implement common priorities and goals related to providing optimal customer service, maximizing operational efficiency, assuring financial viability and rendering high quality health care services.
Demonstrates through leadership example, visible organizational support and a positive attitude to create a positive work environment and enhance staff and provider morale. Responsible for fostering a positive relationship with the patient population served by the clinic.
Supervises and manages support staff in the medical office areas and serves as the backup manager for patient access representatives and central appointment schedulers, ensuring appropriate coverage and adequate staffing. Promotes teamwork among staff and empowers staff to exceed performance standards.
Works collaboratively with team supervisors, Medical Office Coordinators, and Medical Interpreter Services Program Manager to provide appropriate coverage, training and cross training of staff.
Ensures all requests via telephone, email and direct contact from patients, referring physicians and external parties are handled in a complete and timely manner. Empower staff to problem solve and resolve issues so that customer expectations are exceeded. Monitors staff productivity for accuracy, call volume, hold times and abandonment rates.
Promotes a work environment for open communication and problem resolution in order to optimize work flow efficiencies. Develops and implements cost-effective operational adjustments as appropriate to enhance clinic efficiency. Reviews and communicates information and potential solutions to improve operations and patient satisfaction.
Assist in hiring and orienting staff; provides work direction, assigns schedules and conducts on the job training to ensure staff achieve their full potential. Monitors and evaluates performance, and recommends personnel actions, such as acknowledgement, commendations and disciplinary actions.
Compiles and analyzes information and prepares reports to measure provider productivity, volume, revenue, wRVUs, access, patient demand for services, patient satisfaction and others to evaluate the effectiveness of the clinic's operations.
Presents and develops potential innovations that enhance JoslinCare and implement plans of action as agreed by the Clinic leadership.
Participates in ad hoc committees as requested.
Improves processes and policies in support of organizational goals. Formulates and implements departmental and organizational policies and procedures to maximize output. Monitor adherence to rules, regulations and procedures.
Serves as a resource to clinic staff and provides point of service complaint resolution relative to unit(s)/area.
Onboarding and Off-boarding of Physicians.
Other duties as assigned.


Bachelor's degree or equivalent experience in health care
Minimum 5 years of experience in health care
Minimum 3 years of experience in a supervisory role - preferably in a physicians practice or related health care environment
Supervisory and leadership experience with demonstrated competence in change management, team building and problem solving
Proficiency with Microsoft Office Suite (especially Excel & Word); and practice management systems
Demonstrated knowledge of PC and software applications such as Access and Crystal preferred
Outstanding customer service skills
Must demonstrate a capacity for independent functioning, creativity, and objectivity
Excellent oral and written presentation skills
Superb time management and organizational skills

Joslin is an Equal Opportunity Employer of Minority/Female/Individuals with Disabilities/Protected Veterans. Joslin values diversity and inclusion, and we encourage diversity applicants.

Joslin Diabetes Center is an Equal Opportunity Employer and it is the policy of Joslin to prohibit discrimination of any type and to afford equal employment opportunities to employees, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, marital/parental status, disability status, protected veteran status or any other status protected by law.

Keywords: Joslin Diabetes Center, Brookline , Practice Manager, Executive , Brookline, Massachusetts

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