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Joslin Diabetes Center Practice Manager (Beetham Eye Institute) in Boston, Massachusetts

The Practice Manager of the Beetham Eye Institute (BEI) provides day to day managerial support, coordination of patient care and oversight of clinical and non-clinical support staff under the direct supervision of the Director of the Beetham Eye Institute and the Executive Director of Joslin Clinical Services to ensure optimal clinic operations inclusive of high quality, competent, efficient services, effective budgeting/planning for each fiscal year, and exceptional patient satisfaction, medical care and customer service standards.

Identifies opportunities for improvement, setting priorities, empowering and coaching staff to improve the experience of patient care and quality of work life within the BEI clinic.

As a health care organization, we have the responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. We require that all staff be vaccinated against influenza (flu) and COVID-19 as a condition of employment.

  • Directs activities of support and professional staff in the BEI to ensure smooth and efficient operations, via appropriate coverage and adequate staff provided in support of clinical services. Reviews and approves timecards and time off requests for staff. Integrates the support staff and medical staff to ensure an exceptional quality of patient care and dedication to patient and staff safety with limited interruptions to patient flow. Takes, or directs corrective disciplinary action when needed.

  • Oversees hiring and orienting staff; provides work direction, assigns schedules and conducts on-the-job training to ensure staff achieves their full potential. Promotes teamwork among staff and empowers staff to exceed performance standards. Monitors and evaluates performance for direct reports, and recommends personnel actions, such as acknowledgement, commendations, and disciplinary actions.

  • Develops Standard Operating Procedures for optimal clinical operations, including purchasing and maintenance of equipment and supplies; maintenance of clinic infrastructure; ensuring compliance with regulations; patient and staff scheduling, reminders and appointment compliance tracking; clinic flow; maintenance and documentation of staff calendars; and division and delegation of staff responsibilities.

  • Demonstrates through leadership example, visible organizational support and a positive attitude to create a safe and positive work environment and enhance staff and provider morale. Responsible for fostering a positive relationship with the patient population served by the clinic.

  • Monitors practice metrics regularly to ensure high levels of efficiency. Suggests and/or implements improvement plans as needed.

  • Monitors surgical scheduling and metrics to make the best use of available operating room time and ensure that BEI providers are able to book surgeries for their patients in a timely manner.

  • Liaises with external departments when needed to coordinate clinic sessions for BEI providers who see patients at other institutions.

  • Assists with creation and implementation of operating and capital budgets. Reviews monthly and annual budget performance, makes recommendations as needed and implements after approval. Processes appropriate invoices and expenses, including payroll, ensures staff remains within budget constraints.

  • Collaborates with Revenue Cycle (Certified Coder) to ensure staff assists in obtaining insurance referral and prior authorization for services, timely submission of provider charges, participates in internal audits, makes decisions to adjust patient billing.

  • Ensures staff and overall clinic adherence to State, Federal, and institutional safety guidelines including OSHA, HIPAA, DPH and Joint Commission.

  • Participates in weekly rotation of “Administrator On-Call” coverage to facilitate major decisions in case of emergency.

  • Maintains working relationships with vendors on service contracting for equipment and medical supplies as required.

  • Addresses patient comments and complaints to ensure appropriate resolution. Reviews and communicates information and potential solutions to improve operations and patient satisfaction.

  • Work to ensure that clinical operations are able to support the demands and needs of the BEI Clinical Research program. Oversees and streamlines scheduling efforts for clinical research patients in Dana Farber Cancer Institute and Beth Israel Deaconess Medical Center studies as indicated by the BEI clinical research team.

  • Other duties as assigned.

  • Bachelor’s degree in a business related area; MBA or equivalent a plus

  • Minimum 6+ years of related experience in a health care setting, ambulatory setting preferred

  • Minimum of 3 years of management/supervisory experience – preferably in a physicians practice or related health care environment

  • Experience in ophthalmology and/or surgical practice preferred

  • Experience in research setting preferred

  • Experience in local, national and international clinical program development preferred

  • Proficiency with Microsoft Office Suite

  • Experience and proficiency with practice management systems and electronic medical records preferred.

  • Supervisory and leadership experience with demonstrated competence in change management, team building and problem solving.

  • Ability to effectively communicate to explain policies, procedures, expectations, etc. to staff both verbally and in writing. Such communication may be done on a one-to-one basis or in a group setting.

  • Ability to establish and promote cooperative working relationships to integrate staff across levels of seniority and varying responsibilities to provide high level of patient care.

  • Ability to efficiently multitask, prioritize and respond to meet patient and staff needs based on fluctuating demands.

  • Skill in performing effectively under the stress of frequent interruptions and/or distractions.

  • Ability to interact and communicate with all levels of staff and customers, internal and external, to serve as liaison between clinic administration, medical staff, and customers maintaining professional demeanor at all times.

  • Skill in developing staff by providing supervision, oversight and training, while effectively delegating responsibility, and collaborating with staff to organize their objectives.

  • Superior organizational skills to be able to manage effectively and efficiently.

  • Outstanding customer service skills.

Requisition Number (add R/N and FY after populates): R3688-23

External Company Name: Joslin Diabetes Center

External Company URL:

Street: One Joslin Place