Job Profile Summary 

​This role focuses on providing administrative and business support to the organization in order to achieve operational goals.  In addition, this role focuses on performing the following Clinical Administration duties: Long-term strategic planning, determines strategic issues and opportunities that could affect practice success, prioritizes and tracks investments across practices, allocates resources and makes decisions regarding practice growth, and develops need to accomplish the practice's vision.   A management role that supervises employees focusing on tactical, operational activities within a specified area, with the majority of time spent overseeing area of responsibility, planning, prioritizing and/or directing the responsibilities of employees. Goal achievement is typically accomplished through performance of direct and/or indirect reports.  A role that manages experienced professionals who exercise latitude and independence in assignments.  Responsibilities typically include:  policy and strategy implementation for short-term results (1 year or less), problems faced are difficult to moderately complex, and influences others outside of own job area regarding policies, practices and procedures. 

Job Overview 

This position oversees the efficient day-to-day administrative and operational functions of the clinic or medical office.  Supports the planning, organizing, assigning, and directing of staffing needs. Responsibilities include assigning work schedules, work assignments, and ensuring adequate staffing based on patient volumes. Provides managerial leadership and support to all practice providers and staff to create a cohesive culture and an environment that fosters innovation and growth across the organization. 

Job Description 

Minimum Qualifications: 

1. Associate’s degree in Business Management. 

2. Five (5) years of experience in a healthcare health care or human services environment, including staff training and development, job coaching and evaluation.  

Preferred Qualifications: 

1. Bachelor’s degree. 

2. Formal training in healthcare management. 

Duties and Responsibilities: The duties and responsibilities listed below are intended to describe the general nature of work and are not intended to be an all-inclusive list.  Other duties and responsibilities may be assigned. 

1. Manages daily practice operations of one or more employed practices to ensure efficiency, patient flow and patient/employee satisfaction. 

2. Promotes the provision of cost-effective, high-quality health care services for patients, with emphasis on patient satisfaction.   

3. Responsible for day-to-day personnel issues including: hiring, conducting formal performance evaluations, discipline and coaching/mentoring practice personnel.  

4. Prioritizes daily work sequence to anticipate staffing issues and needs, addressing these promptly.  

5. Establishes systems and processes to make sure assignments are fair, that rotation to assignments is equitable and consistent with policy. 

6. Ensures comprehensive orientation plan is conducted for all new employees.  

7. Assists in the development and management of the operating budget for the clinic(s).  

8. Maintains statistical data and may perform or supervise the production of a variety of reports to measure operational performance.   

9. Ensures efficient processes are being utilized to support billing.  

10. Conducts regular meetings for all practice providers and staff to discuss new policies and procedures and provide updates to enhance delivery of care, satisfaction with service and resolution of problems.  

11. Maintains effective liaison with a variety of staff and management in various departments and functions, such as patient accounts, I.S., Human Resources, Purchasing, Maintenance, Patient Accounts, etc. Resolves a variety of administrative issues.  

12. Works collaboratively with the Central Billing and Finance Departments to fully understand the practice’s AR, denial trends, referral management and areas of improvement/training needed by staff and providers.  

13. Assists in preparation and implementation of annual practice budget.  

14. Works collaboratively with Physician Services to ensure practice meets required compliance and clinical competency thresholds, OSHA regulations, Meaningful Use measures, AQC and MSSP quality measures.  

15. Identifies opportunities to generate potential referrals for all agency services to meet the care needs of the patient. 

16. Takes an active role in the implementation of new information systems for the departments and becomes an expert user. 

17. Ensures the efficient processing of administrative paperwork, such as purchase requisitions, personnel requisitions, HRP’s, expense vouchers, timesheets, etc.  

18. Ensures compliance of clinic with hospital, Joint Commission, OSHA and other standards. 

19. Prepares, disseminates, and periodically updates standard operating procedure manuals for clerical staff and clinical fellows.  

20. Maintains and fosters collaborative team relationships with peers, subordinates and colleagues to effectively contribute to the working group’s achievement of goals, and to help foster a positive work environment. 

21. May be responsible for coordinating the administrative aspects of medical residency/medical fellow training assignments for those assigned to the practice to include scheduling, record keeping, selection processes, etc. 

22. Reports Compliance concerns to the CEO or Chief Compliance Officer when applicable. 

23. Implements and supports a system of performance improvement to ensure effective and efficient use of resources and smooth patient flow, while adhering to budget and optimizing physician productivity. 

24. Highlights and assists in implementing corrective action to eliminate recurring significant variances. 

25. Ensures staff compliance with policies and procedures. 

26. Responsible for managing operations to the monthly budget and monitoring expenses and revenue. 

27. Manages referrals, including the reversal denied charges. 

28. Serves as the primary liaison with billing and accounting offices. 

29. Interacts with faculty and support staff, patients and families, a wide variety of administrative personnel in Tufts MC support departments such as Payroll, Purchasing, etc. 

30. Communicates and implements hospital policies and procedures in the administrative offices. 

Physical Requirements:  

1. Frequent sitting, occasional standing or working, and lifting of 10-15 lbs. 

2. May be exposed to dust and other typical office-like discomforts. 

3. Manual dexterity using fine hand manipulations for computer keyboard operation. 

4. Requires ability to see computer screen and read reports. 

5. Requires ability to hear instructions from physicians and other clinical or nursing staff. 

6. Some exposure to hazardous materials (blood, etc.). 

Skills & Abilities: 

1. Computer literacy required including familiarity with Microsoft Office (Word, Excel, PowerPoint, Outlook), relational databases (Access), and comfortable learning new computer applications. 

2. Excellent interpersonal and customer service skills including excellent interpersonal and telephone skills.  

3. High degree of tact is necessary due to frequent interaction with patients, physicians, and insurance companies. 

4. Strong business skills, including understanding of health care expenses, billing, revenue, and reimbursement models and how they affect business plans.   

5. Analytic and quantitative skills are needed to design and produce financial and clinical reports to make resource-planning decisions. 

6. Excellent organizational skills required with attention to detail.  

7. Knowledge of medical terminology. 

8. Ability to work independently with a minimum of supervision in routine matters.  

9. Excellent organizational skills. 

10. Ability to maintain sensitive and confidential medical information. 

11. Self-motivated. 

12. Ability to prioritize work and be flexible with work assignments.

Tufts Medicine is a leading integrated health system bringing together the best of academic and community healthcare to deliver exceptional, connected and accessible care experiences to consumers across Massachusetts. Comprised of Tufts Medical Center, Lowell General Hospital, MelroseWakefield Hospital, Lawrence Memorial Hospital of Medford, Care at Home - an expansive home care network, and large integrated physician network. We are an equal opportunity employer and value diversity and inclusion at Tufts Medicine. Tufts Medicine does not discriminate on the basis of race, color, religion, sex, sexual orientation, age, disability, genetic information, veteran status, national origin, gender identity and/or expression, marital status or any other characteristic protected by federal, state or local law. We will ensure that individuals with disabilities are provided 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. Please contact us to request accommodation by emailing us at careers@tuftsmedicine.org.