Practice Manager, Urgent Care - Lawrence and Andover
Mass General Brigham Medical Group

About Us

Mass General Brigham Medical Group (MGBMG) represents the merger of separate community medical groups within the Mass General Brigham system into one harmonized and high-performing organization:

• Brigham and Women's Harbor Medical Associates
• Cooley Dickinson Medical Group
• Mass General Brigham Community Physicians
• Mass General Brigham Integrated Care
• Newton Wellesley Medical Group
• North Shore Physicians Group
• Pentucket Medical Associates
• Wentworth Douglass Health Partners

This work stems from Mass General Brigham's unified system strategy to bring high quality healthcare closer to patients while lowering total healthcare costs. MGBMG provides a wide range of offerings, including primary care, behavioral and mental health, specialty care, outpatient surgery, endoscopy, imaging, lab services, infusion, and urgent care both digitally and in person in Massachusetts and New Hampshire.

The Opportunity

We are seeking a passionate and experienced Practice Manager to join the MGB Urgent Care Team. This Practice Manager will be responsible for all aspects of operations for two Urgent Care locations:

• 323 Lowell Street, Andover, MA 01810
• 370 Merrimack Street, Lawrence, MA 01843

They will play a key role in helping to develop and operationalize a model of care that aims to deliver exceptional and qualitative care. This model is designed to provide comprehensive care with a particular emphasis on fostering deeper relationships with patients and their care teams. The Practice Manger will work collaboratively with administrative, clinical, and MGBUC leadership teams to achieve operational and clinical care goals.

Reporting to the Sr Operations Manager, the Practice Manager will be primarily accountable for:

• Overseeing the day-to-day administrative and operations of their assigned MGB MG UC center(s).
• Supporting care teams, clinical operations, and space and technology to ensure that each staff member is well supported and can effectively use their unique skills as they collaborate to provide relationship-centered, high-quality care for patients
• Building and maintaining ongoing working relationships with staff, clinical and physician members of the practice to facilitate a positive working environment and optimal patient experience
• Providing administrative cross coverage, as a member of the practice leadership team, to manage staffing and/or center based operational issues, in a time sensitive manner
• Testing out new ideas and quality improvement initiatives such as new processes, workflows, and ways of doing things
• Act as a mentor/resource to Practice Supervisors for the implementation of new standard workflows

Additional Responsibilities:

Supervision:

• Oversees the day-to-day administrative performance of front desk and clinical support staff:
  • Manages staff schedules and Epic schedule templates
  • Provides human resources management of staff in the hiring, training, coaching, and talent development of staff to 20-40 FTE's
  • Coordinates, documents, and completes performance evaluations for staff effectively and on time
  • Assists in the career development of practice employees through on-going coaching, counseling, and training
  • Develops and provides training for staff on the administrative policies and procedures of the practice and MGB MG UC
  • Coordinates staff training for both the personal and professional development of staff
• Ensures that HIPAA policies and procedures are fully implemented.
• Collaborates with all practice staff to provide support and assist in the resolution of patient/customer service issues
• Participates in a rotating weekend and evening schedule collaboratively with other practice supervisors/managers
• Attends required regularly scheduled meetings

Operations:

• Evaluates, develops and implements administrative systems and procedures designed to maximize practice operations
• Regularly evaluates and analyzes practice performance metrics
• Uses daily Lean management methods to ensure quick identification and resolution of problems, and engagement of staff and providers in identifying opportunities and ideas for improvement
• Works closely with and collaborates with the appropriate departments and staff to ensure HIPAA compliance, risk management, legal and regulatory compliance, and upholds the highest levels of quality and safety for care teams and patients.
• Develops, leads and assists in projects to support practice goals, and to meet revenue, compliance and patient satisfaction related targets
• Ensures the physical environment is well-maintained and welcoming to patients and staff
• Identifies, monitors and resolves IS issues which impact the practice's operation
• Participates in the evaluation of IS equipment and systems as it impacts operations
• Oversees facility issues

Finance:

• Collaborates with Sr. Operations Manager for the preparation of the practice yearly budgets
• Responsible for meeting budgetary targets for financial performance of assigned center(s)
• Oversees the management of the center(s) scheduling and payroll, including the resolution of payroll issues
• Monitors patient billing activity to ensure compliance with revenue procedures
• All other duties assigned.

Qualifications
Qualifications

• Bachelor's Degree in Business or Health Care strongly preferred
• Minimum of 3-5 years of healthcare experience
• Minimum of 2 years of practice management experience managing a diverse workforce, primary care experience preferred
• Proficiency with an EHR, Epic experience preferred
• Must possess strong business acumen, leadership skills, workforce development skills and be a change innovator with demonstrated ability to represent the organization internally and externally
• Strong interpersonal and communication skills
• Ability to be flexible, highly organized and thoughtful in a fast-paced environment
• Effective analytical and creative problem solver, which will support sound decision-making
• High tolerance and comfortability with ambiguity and shifts in responsibilities and processes

Preferred Experience We Hope You Have

• High degree of initiative and independent judgement
• Display confidence and sense of humor
• Excellent computer skills and knowledge of office practice applications and Epic

Travel requirements: Minimal required travel throughout MA and southern NH

Schedule: Monday to Friday, rotating weekends, and extended hours

EEO Statement
Mass General Brigham is an Equal Opportunity Employer. By embracing diverse skills, perspectives, and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

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