This role is 100% onsite. It will be based in Brookline for the first 6 months of training and then will transfer to Waltham.

Position Summary
Ensures quality patient experiences through the effective management and coordination of physical and human resources. Monitors all registration, scheduling, and processing activities and patient satisfaction from an operational standpoint. Plans, implements, and monitors operational and administrative systems to ensure the department meets performance goals and targets. Responsible for supervising support staff, scheduling and delegating work, addressing training and development needs, and conducting performance appraisals.

Key Responsibilities

• Supervises administrative staff. Interviews, hires, orients, trains, develops, and disciplines staff as necessary. Organizes work and work processes. Leads staff in creating and maintaining an environment in which core ECES values are upheld. Conducts annual performance appraisals and recommends merit increases in conjunction with the Practice Administrator and consistent with Hospital policy. Conducts regular staff meetings.
• Maximizes revenue by ensuring all appropriate registration and administrative paperwork is generated at the time of patient registration and forwarded to the Hospital in a timely manner for billing purposes. Identifies opportunities to improve registration, scheduling, and billing processes to enhance the patient experience.
• Ensures all Program personnel are trained in Hospital policies and procedures, as well as ECES and appropriate features of Hospital information systems, including follow-up training. Ensures compliance with third-party regulations and requirements (such as DPH, licensure, The Joint Commission, OSHA, etc.) and billing requirements related to proper documentation, coding, and charge entry processes for program clinical services.
• Evaluates Program space needs. Oversees clinician schedules to ensure appropriate room utilization and resource allocation. Monitors facility issues affecting operations. Recommends efficiency improvements to the Practice Administrator.
• Purchases daily medical and office supplies through established Hospital protocols to ensure efficient patient care. Monitors supply inventory and budgeting, identifies trends and patterns to support cost containment, and ensures appropriate use of supplies.
• Ensures patient satisfaction by providing effective customer service. Monitors and assesses operations for patient satisfaction and recommends and implements service improvements.
• Organizes and maintains daily administrative operations of the department. Exemplifies ECES values in performing these duties. Prepares, verifies, and monitors departmental payroll. Prepares periodic reports and documents to comply with hospital, governmental, regulatory, and/or funding agency requirements according to established schedules. Coordinates administration of departmental fellowship and/or residency programs, training grants, and related programs.
• Participates in the budget process by identifying and analyzing trends and patterns and preparing cost projections. Develops proposals to improve cost effectiveness. Monitors budgets and payroll, resolves variances, prepares reports, and maintains documentation.

Minimum Qualifications

Education:
Associate’s degree or equivalent experience required. Bachelor’s degree preferred.

Experience:

• Three years of leadership experience required. Epic experience highly preferred.
• Basic understanding of scientific, mathematical, or technical principles.
• Ability to communicate effectively both orally and in writing and demonstrate empathy in difficult interpersonal situations.
• Demonstrated knowledge of hospital systems, operations, and managed care.