State of Massachusetts Ambulatory Care Center (ACC) Practice Manager in Boston, Massachusetts

The Lemuel Shattuck Hospital (LSH) is seeking an experienced and committed Ambulatory Care Center (ACC) Practice Manager.

Lemuel Shattuck Hospital (LSH) provides medical and psychiatric services on both an inpatient and outpatient basis to patients with complex medical, psychiatric and addiction conditions in the Commonwealth. Outpatient services are offered through the Ambulatory Care Center (ACC) located on the hospital campus. LSH is seeking an experienced outpatient Practice Manager who will be responsible for coordinating and facilitating the daily operations for the ACC and Department of Radiology and ensures efficient utilization of all components. The candidate primarily interacts and works closely with Senior Management and staff, community groups, Vendor programs, the Department of Corrections, the Department of Mental Health Department, and oversight agencies including but not limited to The Joint Commission (TJC).

The ACC Practice Manager must successfully integrate departmental operations in order to deliver the highest quality of patient care within an outpatient clinical setting. The ideal candidate possesses initiative, independent judgment, action and decision making.

Duties and Responsibilities (these duties are a general summary and not all inclusive):

The ACC Practice Manager:

  • Supervises day-to-day performance of administrative support staff and manages overall operations in collaboration with other members of the Ambulatory Care Center and Department of Radiology. Assesses staffing patterns and discusses findings with ACC Nurse Manager. Collaborates with ACC Nurse Manager and the Department of Radiology to ensure appropriate staffing levels met for clinic efficiency. Provides coverage when support staff levels are compromised.

  • Assesses and evaluates departmental performance, resource allocation and utilization in order to establish and prioritize departmental goals and activities. The ACC Practice Manager, in conjunction with the COO, provides for the effective functioning of the ACC/Department of Radiology with a focus on safety and quality by utilizing data; planning and communication are critical to this effort. Develops, implements, analyzes and shares customer-service centered indicators. Designs and executes corrective action plans to correct downward trends.

  • Performs quarterly Joint Commission related tracers to assess staff knowledge of hospital-wide and departmental policies. Performs inspections of the environment of care to ensure compliance with TJC/CMS requirements. In collaboration with the ACC Nurse Manager, identifies areas where additional staff education is needed; provides education to staff.

  • Assists administrative support staff in evaluating, developing and implementing changes in processes and procedures to improve patient experience and operational effectiveness. Monitors and shares results of implemented changes to identify if additional process/policy alterations are required. Regularly meets with support staff to communicate hospital-wide and departmental updates; solicits. Develops a work environment for non-clinical staff that embodies respect, diversity, growth and accountability as key components overall staff and unit morale.

  • Ensures important processes like billing and primary care referral/coordination are performed timely. Meets with Patient Accounts to identify billing errors and/or omissions. Collaborates with clerical support staff and providers to rectify identified deficiencies.

  • Encourages, builds and maintains ongoing working relationships with nursing staff and providers to facilitate a positive working environment and support provider productivity.

  • Implements and enforces HIPAA guidelines to detect and/or prevent unauthorized disclosure of protected health information.

  • Establishes collaborative relationship with the Patient Registration/Admitting Department. Creates effective communication pathways to ensure accurate and timely sharing of information regarding provider schedule changes, inpatient admissions from ACC, patient follow-up/scheduling.

  • Performs other work related duties as assigned by the Chief Operating Officer.

LSH takes pride in helping people recover from illnesses and conditions that are often underserved or difficult to manage in other health care settings. The Hospital serves populations that are mostly indigent, often in the care and custody of state agencies, and present with clinical issues that arise from mental illness, homelessness, and substance abuse. LSH provides 260 inpatient beds and 25 specialty medical clinics, including surgical services, to patients and clients referred by private sector providers and state agencies (including the Department of Public Health (DPH), the Department of Mental Health (DMH), the Department of Developmental Disabilities (DDS), and the Department of Corrections (DOC)). We strive continuously to improve the quality of life for our patients through the delivery of collaborative treatment and a patient-focused continuum of care. Teaching professionals from various health disciplines always have been a part of the hospital’s charge as well.

Preferred Qualifications:

  • Knowledge of Ambulatory Care Practice management, preferably in a Public Health setting.

  • Understanding of TJC/CMS regulations.

  • Possess high degree of organizational skill.

  • Able to proactively identify practice-associated problems.

  • Able to analyze complex problems and design workable solutions.

  • Able to communicate clearly with internal and external customers both orally and in writing.

  • Able to effectively manage staff; skilled in conflict resolution.

  • Successfully present complex data reports in a manner easily understood by external reviewers.

  • At least five years of experience in applicable areas of hospital operations, at least three (3) years of which should be substantial supervisory and management experiences.

  • Experiences and knowledge of federal regulations and accreditation standards relative to healthcare facilities.

  • Excellent communication and writing skills and the ability to organize to resolve personnel conflicts and to delegate authority effectively.

  • Excellent working knowledge of hospital and public health issues.

Schedule: Monday to Friday

Full-time: 37.50 hours

Pre-Offer Process:

  • A criminal background check will be completed on the recommended candidate as required by the regulations set forth by the Executive Office of Health and Human Services prior to the candidate being hired. For more information, please visit

  • Education, licensure and certifications will be verified in accordance with the Human Resources Division's Hiring Guidelines

Education and license/certification information provided by the selected candidate is subject to the Massachusetts Public Records Law and may be published on the Commonwealth's website.

For questions, please contact Health Human Resources at 617-971-3087.


Applicants must have at least (A) four (4) years of full-time or, equivalent part-time, professional, professional internship, administrative, supervisory, or managerial experience in business administration, business management, public administration, public management, clinical administration or clinical management or (B) any equivalent combination of the required experience and substitutions below.


I. A certificate in a relevant or related field may be substituted for one (1) year of the required experience.

II. An Associate’s degree in a related field may be substituted for one (1) year of the required experience.

III. A Bachelor’s degree in a related field may be substituted for two (2) years of the required experience.

IV. A Graduate degree in a related field may be substituted for three (3) years of the required experience.

V. A Doctorate degree in a related field may be substituted for the required experience.

An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

Job: *Management

Organization: *Department of Public Health

Title: Ambulatory Care Center (ACC) Practice Manager

Location: Massachusetts-Boston-170 Morton Street

Requisition ID: 1800021Z