Job Listings

Assistant Practice Manager

Company:
Harvard University
Job Location:
Cambridge, 02138
Category:
Health and Medical Services
Type:
Full-Time
University Health Services

65602BR

Job Summary
Reporting to the Practice Manager of Internal Medicine and Urgent Care, the Assistant Practice Manager  provides day-to-day managerial support and oversight of the administrative support staff and is responsible for the efficient flow of the operational aspects of patient care. In collaboration with the Practice Manager, Physician Leader, and Nurse Leader in Internal Medicine and Urgent Care, the Assistant Practice Manager oversees and supports the day-to-day operations of the department including:  scheduling of administrative  and clinician staff; monitoring service to support excellent patient experience and the smooth functioning of the department; ensuring compliance with policies/procedures/protocols supporting operations; managing and ensuring the effectiveness of support systems including phones, supplies, computers, EMR, space, and other facility issues. In collaboration with the Practice Manager,  Physician Leader, and Nurse Leader, they develop and support the implementation of changes in workflow processes, systems, and staffing, as appropriate, to support improvement activities related to care processes, quality, safety, and patient engagement throughout the department. Works independently to resolve issues in a timely manner. Serves as an immediate resource for patients/customers intervening with complaints related to appointments and patient flow. Ensures compliance with HUHS standards, AAAHC accreditation standards, and all relevant regulatory requirements. 

Position Description

DUTIES AND RESPONSIBILITIES: 

  • Supervises and manages designated administrative health assistant staff in the administrative tasks including patient billing and registration, appointment scheduling, referrals, and check-in and check-out - 20% 
  • Responsible for ensuring appropriate coverage and adequate staffing including completion of the monthly and daily schedules - 30% 
  • Supervises and monitors staff performance, including coaching and mentoring, conducting counseling and discipline meetings, and conducting 90-day and annual staff performance appraisals  - 15% 
  • In collaboration with the Practice Manager, responsible for recruiting, hiring, orienting, and managing daily work direction of administrative staff - 5% 
  • Responsible for the support staff schedule and makes assignments ensuring appropriate staffing levels - 5% 
  • Oversees onboarding of support staff - 3%  
  • Compiles and analyzes patient volume and flow information, and forecasts and adjusts clinic needs accordingly - 2% 
  • Manages billing and registration processes and assists with training and orientation with respect to these functions - 3%  
  • Facilitates the distribution of patient experience data to the physician leader and nurse leader - 1% 
  • In collaboration with the Practice Manager, develops and implements cost-effective operational adjustments as appropriate to enhance clinic efficiency and participates in the preparation of the annual operating budget - 3% 
  • Manages physical space  and resolves issues with appropriate departments/individuals - 3% 
  • Oversees maintenance of office equipment, appropriate supply inventory, invoice approvals and processing - 1% 
  • Manages and evaluates phone system and troubleshoots computer issues affecting staff and clinicians - 2% 
  • Ensures all patient/customer complaints related to appointments and patient flow are handled in a complete and timely manner - 1% 
  • Leads staff meetings - 3% 
  • Oversees telephone performance including response time, abandoned calls and language of care standards - 3% 
  • Performs payroll duties, including managing requested time off. 
  • Oversees clinician schedules, ensuring work exceptions are reflected in schedules. 

COLLABORATES EFFECTIVELY WITH AND SUPPORTS: 

  • The Practice Manager, departmental Physician Leader (s) and Nurse Leader to support departmental response to unusual clinical occurrences.  
  • The Practice Manager, departmental Physician Leader(s) and Nurse Leader to ensure ongoing compliance with DPH and AAAHC licensure and other regulations for the department. 

COMPLIANCE: 

  • Adheres to the expectations and professional responsibilities of the department.  
  • Employs the standards, practices, and procedures of the department.  
  • Completes and complies with HUHS training requirements including HIPAA Privacy and Security.  
  • Reports non-compliance incidents to the supervisor, manager,  Compliance Officer, and/or Director of Healthcare Quality and Patient Safety. 
Basic Qualifications
  • Bachelor's degree or equivalent work experience.
  • Experience in an ambulatory healthcare setting with a minimum of 3 years' experience including supervisory responsibilities.
Additional Qualifications and Skills
  • Excellent interpersonal, communication, customer service, team building, problem solving, and organizational skills.
  • Proficient with Word, Excel, and PowerPoint.
  • Strong work ethic. 
Physical Requirements

All Harvard University Health Services (HUHS) staff and staff affiliates are considered Health Care Workers and as a condition of employment must provide documentation of the following:  

  • Letter of good health from your personal health care provider.  
  • TB skin test (within past 3 months) or, if known skin test positive, documentation of previous chest x-ray, information about any past treatment.  
  • Documentation of immunity (positive antibody titers) for Measles, Mumps, Rubella and Varicella.  
  • Proof of appropriate past immunization for Measles, Mumps, Rubella and Varicella. 
  • Hepatitis B vaccine series - required for staff with possible exposure to blood or blood borne pathogens.  
  • A current Flu vaccine (this season) and Covid vaccines to include the Primary series and Bivalent Booster.  

The required medical documentation/medical clearances can often be obtained by contacting your Pediatrician, PCP, medical provider. Titers, TB Skin testing can be performed by appointment at Occupational Health facilities. 

HUHS continues to place the highest priority on the health, safety and wellbeing of its faculty, staff and students, as well as the wider community. Being up to date with COVID vaccination, annual flu vaccination and other required medical vaccinations and documentation are required as a condition of employment at HUHS. You may claim exemption from the vaccine requirements for medical or religious reasons. 

Additional Information
  • Harvard University requires a pre-employment reference and background screening.  
  • Harvard University is unable to provide work authorization and/or visa sponsorship. 
  • This position has a 90-day orientation and review period.  
Work Format Details
This position is based primarily on-campus, in Massachusetts. This may include in-person during emergency situations (if applicable). Additional details will be discussed during the interview process. Certain visa types may limit work location. Individuals must meet work location sponsorship requirements prior to employment.

About Us
Harvard University Health Services (HUHS) is a campus-based health care organization devoted exclusively to members of the Harvard community. Our work includes multi-specialty ambulatory medical care, behavioral and mental health services, and campus public health. HUHS also manages two self-funded health insurance plans, the Harvard University Group Health Plan (HUGHP, for university employees and dependents) and the Student Health Insurance Plan (SHIP, for students and dependents). 

Benefits
We invite you to visit Harvard's Total Rewards website (https://hr.harvard.edu/totalrewards) to learn more about our outstanding benefits package, which may include:
  • Paid Time Off: 3-4 weeks of accrued vacation time per year (3 weeks for support staff and 4 weeks for administrative/professional staff), 12 accrued sick days per year, 12.5 holidays plus a Winter Recess in December/January, 3 personal days per year (prorated based on date of hire), and up to 12 weeks of paid leave for new parents who are primary care givers.
  • Health and Welfare: Comprehensive medical, dental, and vision benefits, disability and life insurance programs, along with voluntary benefits. Most coverage begins as of your start date.
  • Work/Life and Wellness: Child and elder/adult care resources including on campus childcare centers, Employee Assistance Program, and wellness programs related to stress management, nutrition, meditation, and more.
  • Retirement: University-funded retirement plan with contributions from 5% to 15% of eligible compensation, based on age and earnings with full vesting after 3 years of service.
  • Tuition Assistance Program: Competitive program including $40 per class at the Harvard Extension School and reduced tuition through other participating Harvard graduate schools.
  • Tuition Reimbursement: Program that provides 75% to 90% reimbursement up to $5,250 per calendar year for eligible courses taken at other accredited institutions.
  • Professional Development: Programs and classes at little or no cost, including through the Harvard Center for Workplace Development and LinkedIn Learning.
  • Commuting and Transportation: Various commuter options handled through the Parking Office, including discounted parking, half-priced public transportation passes and pre-tax transit passes, biking benefits, and more.
  • Harvard Facilities Access, Discounts and Perks: Access to Harvard athletic and fitness facilities, libraries, campus events, credit union, and more, as well as discounts to various types of services (legal, financial, etc.) and cultural and leisure activities throughout metro-Boston.
Job Function
General Administration

Department Office Location
USA - MA - Cambridge

Job Code
359056 Admin Dept/Program Admin

Work Format
On-Site

Sub-Unit
*

Salary Grade
056

Department
Internal Medicine

Union
00 - Non Union, Exempt or Temporary

Time Status
Full-time

Pre-Employment Screening
Criminal, Education, Identity

Commitment to Equity, Diversity, Inclusion, and Belonging
Harvard University Health Services is committed to fostering a diverse, inclusive, and equitable workplace in which all employees feel valued and have a sense of belonging. These principles are integral to our work and are at the core of who we are. We actively seek applicants with demonstrated commitment and/or experience promoting and fostering a working and learning environment that is supportive of individuals from diverse backgrounds. We welcome, respect, and embrace individuals from varied backgrounds, cultures, races, identities, life experiences, perspectives, abilities, beliefs, and values. 

EEO Statement
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law.
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