Harvard University
Position Title: Practice Manager
Req ID: 65784BR
School or Unit: University Health Services
Description:
Job Summary
Under the supervision of the Director of Practice Operations and in collaboration with the Counselling and Mental Health Services (CAMHS) & Behavioral Health (BH) Chiefs of Service, the Practice Manager is responsible for the day-to-day business, administrative and operational activities, and initiatives of the CAMHS and BH, at Harvard University Health Services (HUHS). This includes oversight and management of approximately 5 support staff both on-site and remotely, managing schedules/templates for approximately 60 providers, planning and monitoring department budgets and P&Ls for CAMHS and BH, creating and maintaining key performance indicators and sharing performance with department members, and creating an environment to engage all staff in continuous improvement of CAMHS and BH in the areas of people, safety/quality, access to care, and efficiency. The Practice Manager has overall responsibility for ensuring that operating systems are in place to support an outstanding patient/student experience and a workplace where all staff are thriving In addition to direct clinic functions, the Practice Manager works collaboratively with leadership throughout the organization on projects that directly impact organizational goals and priorities.
DUTIES AND RESPONSIBILITIES:
- Facilitates and enhances the delivery of patient care.
- Supports and implements the mission, goals, and objectives of HUHS.
- Leads and participates in process improvement initiatives.
- Demonstrates an exceptionable ability to listen without bias, think critically to discern the key salient points.
- Creates and reviews department budgets in relation to departments and HUHS performance and needs.
- In collaboration with Chiefs, develops, implements, and evaluates CAMHS and BH department policies and procedures and ensures they are consistent with HUHS and university policies.
- Supervises CAMHS and BH support staff and Assistant Practice Manager, including recruitment and orientation of new staff, creation of ongoing training and professional development, coaching and counseling and evaluation of performance. Collaborates with HR as necessary.
- Assists Chiefs in developing, monitoring, and implementing performance and service standards through use of Key Performance Indicators (KPIs) and tying performance to daily improvement efforts.
- Provides routine reporting on practice operations to administration and service chiefs.
- Provides and analyzes data to improve performance in the areas of people, quality and safety, delivery and service, cost and growth.
- Collaborates with the CAMHS/BH leadership team to ensure effectiveness of processes and operations across departments.
- Proactively cultivates a patient-centered environment that ensures consistent high-quality care and an exceptional patient experience.
- In collaboration the Chiefs, promotes team-building and effective communication at all levels.
- Integrates CAMHS and BH operations with other clinical and non-clinical areas at HUHS to ensure warm pass offs between services.
- Develops and oversees a functional schedule for administrative support staff and clinicians working in CAMHS and BH.
- Maintains personnel and payroll records of support staff. Manages attendance records for staff.
- Contributes to planning and implementation of new and special programs and procedures to meet changing needs.
- Performs special projects as requested or necessary.
Position Description
DUTIES AND RESPONSIBILITIES CONTINUED
COMPLIANCE:
- Adheres to the expectations and professional responsibilities of the departments.
- 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, and/or Compliance Officer.
FINANCIAL:
- Prepares yearly operating and capital budgets in accordance with established guidelines.
- Monitors and analyzes departmental budgets and actuals for variances. Alerts Administration to events that could result in year-end budget variances. Adjusts spending to meet budget targets.
- Continually reviews department budgets in relation to departmental and HUHS performance and needs. Identifies cost-effective measures and interventions, implementing them with appropriate approvals, smoothly and effectively. Develops a long-term financial strategy.
LEADERSHIP/MANAGEMENT:
- Vision/Strategic Thinking: Collaborates with BH and CAMHS leadership team to create a vision for the department that is consistent with HUHS vision and strategic plans and priorities. Collaborates with BH and CAMHS leadership team to develop short- and long-range goals and objectives for the department and monitors progress using data. Considers a broad range of internal and external priorities when solving problems and making decisions. Effectively communicates vision verbally and in written form.
- Managing Performance: Provides on going supervision to staff and provides regular performance feedback. Conducts timely 90-day evaluations and performance reviews for staff per HUHS guidelines. Coaches and mentors staff.
- Developing Others: Plans and supports the development of individuals' skills and abilities so that they can fulfill current or future job/role responsibilities more effectively.
- Teamwork: Works effectively with team/work group, including those outside formal reporting line, to accomplish organizational goals; takes actions that respects the needs and contributions of others. Fosters a positive attitude among staff. Creates and contributes to departmental and HUHS wide teamwork by motivating staff to work effectively together to improve processes.
- Building Rapport & Relationships: Initiates and develops relationships with others as a key priority; treats others with respect; actively listens to ideas; is approachable. Demonstrates self-awareness by perceiving one's impact on others and perceiving and reacting to the needs of others.
- Staffing: Maintains adequate staffing service levels for all areas of responsibility. All new staff including temporary and casual staff are orientated within the established time frame.
- Change: Anticipates change and effectively helps others move through the change process.
- Problem-solving: Identifies and clearly defines problems, evaluates and weighs alternatives, works effectively to remove barriers and implements solutions. Measures the impact of implemented process to ensure target state is met.
- Political Savvy/Conflict Resolution: Develops effective give and take relationships with others; understands the agenda and perspective of others; recognizes and effectively balances the interests and needs of one's own group with those of other groups. Resolves conflicts effectively and supports decision.
- Initiative: Demonstrates initiative and contributes to HUHS wide goals by being creative, collaborative, and service oriented as well as by participating in HUHS committees on performance improvement projects.
- Diversity: Appreciates and leverages the capabilities, insights, experiences and perspectives of all individuals; works effectively with individuals of diverse style, ability, and motivation.
Basic Qualifications
- Bachelor's degree with 7-10 years of managerial experience in clinical ambulatory care operations.
Additional Qualifications and Skills
- Master's degree strongly preferred.
- Excellent leadership, interpersonal, communication, problem solving, and organizational skills.
- Proficient with Word and Excel or comparable software programs and Microsoft team. Strong work ethic.
- Experience with process improvement methods.
- Proven ability to lead a diverse team by motivating staff and engaging staff in improvement efforts and communicating effectively.
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.
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.
Department Office Location: USA - MA - Cambridge
Job Code: 361059 Administrative Manager
Job Function: General Administration
Work Format: On-Site
Sub Unit: ------------
Salary Grade: 059
Department: Counselling and Mental Health Services & Behavioral Health
Union: 00 - Non Union, Exempt or Temporary
Time Status: Full-time
Pre-Employment Screening: Criminal, Identity
Schedule: Schedule: Monday - Friday: 8 hours each day Total: 40 hours per week
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.
EOE 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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