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 is responsible for daily operations including the scheduling, training and coaching of these valued team members while ensuring optimal customer service is maintained at all times. This position will review, maintain and update the patient scheduling templates for the clinical services of the department and for all hospital systems related to clinical inpatient and outpatient services. The candidate will engage in quality improvement and efficiency projects while taking ownership and resolving any customer. Adept at developing and maintaining detailed administrative and procedural processes that reduce redundancy, improve accuracy and efficiency, and achieve the goals and objectives of administration.

Job Description

Minimum Qualifications:

1. Associate’s Degree plus one (1) year of experience or High school diploma or equivalent plus more than five (5) years of experience.

2. Two (2) years of experience in a healthcare setting including staffing and scheduling.

Preferred Qualifications:

1. Bachelor’s degree

2. Three (3) years of experience in a healthcare setting including staff training and development, job 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. Provides direct supervision of assigned clinical, support, and/or bulling staff.

2. Participates in and provides oversight of support activities in clinical area to ensure that the highest standards of customer service are maintained which includes greeting all patients and visitors promptly.

3. Engages in quality improvement and efficiency projects

4. Serves as the “super user” for all hospital systems related to clinical inpatient and outpatient services

5. May participate in the interviewing, hiring, performance review, and/or corrective action of staff.

6. Conducts continuous training with all support staff on customer service standards (12 Tenets) and hospital systems.

7. May assist in the ongoing analysis of the department’s organizational clinical structure and job design.

8. Recommends, plans and implements changes to improve the utilization of resources and organizational performance.

9. Works on special projects related to revenue, charge capture, and documentation.

10. Provides backup during vacations and time away.

11. Manages administrative activities and systems, which support the departments’ clinical work.

12. Reviews, maintains and updates the patient scheduling templates for the clinical services.

13. Manages the automated telephone answering system as it relates to clinical operations.

14. Coordinates the triaging of patients, and internal department customer telephone calls with all support staff.

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

16. Monitors status of pending reappointments and ensures timely completion of physician and allied health reappointments by maintaining logging system to ensure all packets are returned in a timely manner.

17. Upon return of reappointment packets, reviews data for completeness. Follow up to obtain missing information as needed

18. Maintains collaborative team relationships with peers and colleagues in order to effectively contribute to the team’s achievement of goals, and to help foster a positive work environment

19. May coordinate on-boarding for all new clinical and non-clinical staff

Physical Requirements :

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

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 expense, 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. Ability to prioritize work and be flexible with work assignments.

7. Knowledge of medical terminology.

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

9. Excellent organizational skills.

10. Ability to maintain sensitive and confidential medical information.

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 .