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 supervises para-professional employees.  Responsibilities that typically include: Setting day-to-day operational objectives for team, problems faced may be difficult but typically are not complex, and ensures policies, practices and procedures are understood and followed by direct reports, customers and stakeholders. 

Job Overview 

This position supervises all activities and staff for the provision of efficient business office services in a large hospital ambulatory medical clinic or group of clinics.  Ensures the following: Efficient and effective customer-orientation in assigned ambulatory clinics; Provision of high-quality services by support staff at all sites; Effective oversight of all charge entry and billing procedures; Supervision of all clinic office support staff; Supports ongoing monitoring and improving financial performance and operating efficiency. 

Job Description 

Minimum Qualifications: 

1. Bachelor’s degree in Business Administration or related area AND Two (2) years of supervisory experience in health or human services OR;

High School Diploma or equivalent AND Six (6) years of supervisory experience in health or human services.

Preferred Qualifications: 

1. Three (3) years of supervisory experience in healthcare or human services including having direct responsibility for staff training, coaching, and evaluation. 

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. Leads and collaborates as a member of the health care team, contributing toward a supportive environment that promotes the attainment of patient goals that are specific measurable, action oriented, realistic and timely. 

2. Supervises clinical support team, including medical assistants.  

3. Coordinates and communicates daily and weekly clinic coverage by producing a weekly coverage schedule and adjusting assignments to cover for staff vacations and unexpected absences.  

4. Coordinates clinic staff work schedules to ensure adequate coverage throughout the clinic day.   

5. Leads daily morning rounding to confirm clinic is properly staffed for the day, each exam room is prepared and all pre-clinic work is complete.  

6. Ensures that the clinic’s inventory is properly stocked by anticipating needs and placing orders with the necessary lead time.  

7. Manages and optimizes workflows to achieve successful quality outcomes and benefit maximization within the scope of responsibilities. 

8. Maintains office equipment and clinical devices and troubleshoots operational and malfunctions. 

9. Serves as a role model and mentor to clinical staff in their growth and development.  

10. With department leadership, recruits clinical support staff.  

11. Develops and revises existing training curriculum and operational procedures for the staff.  

12. Monitors monthly budget reports.  

13. Manages referrals, including the reversal denied charges.   

14. Generates reports to monitor and track key performance indicators including or deviation from expected results for assigned projects. 

15. Monitors processes and procedures to ensure compliance with contractual, regulatory (Federal/State) entities. 

16. Participates and coordinates committees, task forces, and continued improvement activities along with hospital leadership teams. 

17. 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. 

18. Oversees the collection of co-payments from patients and daily cash deposits. 

19. 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 

20. Provides coaching, development, and counseling as necessary. 

21. Identifies long term coverage needs and levels of staff support needed based on physician schedules and growth of department. 

22. Develops a strong team, work ethic and positive patient-centered culture. 

23. Creates and implements standardized training curriculum for new hires. 

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

Physical Requirements:  

1. Ability to see and read computer displays, read fine print, and/or normal type size print and distinguish letters, numbers and symbols. 

2. Primarily a sedentary role, which involves sitting most of the time, but may involve movements such as walking, standing, reaching, ascending/descending stairs, and operating office equipment.  

3. Frequently required to speak, hear, communicate and exchange information.  

Skills & Abilities: 

1. Interpersonal competence, organizational skills, and ability to rally and positively lead a team.  

2. Ability to learn and use SMS and other network programs. 

3. Excellent computer literacy, including proficiency with relational databases (Access), familiarity with word-processing programs and electronic spreadsheets, and facility in learning new applications.  

4. Knowledge of third-party billing regulations and associated operations and processes. 

5. Ability to take initiative and exercise good and independent judgment, decision making and problem-solving expertise. 

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

7. Maintains and updates clinical knowledge and skills. 

8. Participates in relevant continuing educational programs. 

9. Knowledge of and dedication to the highest level of patient care and service excellence. 

10. Ability to resolve conflict and personnel management. 

11. Role models strong work ethic, integrity and equity. 

12. Ability to prioritize multiple tasks and effectively communicate expectations. 

13. Ability to maintain sensitive and confidential medical information.  

14. Clinical expertise based on practice needs. 

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.