We use cookies. Find out more about it here. By continuing to browse this site you are agreeing to our use of cookies.
#alert
Back to search results

Hale Practice Administrator

Brigham and Women's Hospital
United States, Massachusetts, Boston
60 Fenwood Road (Show on map)
Mar 14, 2025
The Practice Administrator will be the primary contact for clinical and administrative Ambulatory operations at Brigham and Women's Hospital Hale building. This position will report to the Executive Director of Ambulatory Services. In this role, he or she ensures a collaborative, customer service-driven culture; and leverages his or her BWH and Mass General Brigham resources to ensure Hale continues to meet or exceed the standard of care in all areas.
They are responsible for implementing and maintaining policies and procedures related to practice operations, including customer service standards, staffing models, patient care processes, protocols, training and standards across all ambulatory areas within the Hale Building. The position will directly and indirectly oversee a total staff of approximately 20 FTEs. The Practice Administrator exhibits sound judgment and administrative skills for effecting positive change and delegates responsibility to supervisor and other support staff as warranted.
In addition, the Practice Administrator will work closely with the other operational leaders supporting the departments of Orthopedics, Medicine, Radiology, Neurology, Neurosurgery, Psychiatry and Infusion Center to assist with integration and enhancing the patient experience across the Hale Building. Partnering with Department leadership, the Practice Administrator is responsible to guide the overall room assignment and utilization and daily operations of the facility, ensuring compliance with JCAHO, local, state and federal regulations, accreditation and licensure requirements. The Practice Administrator works with each department to implement and monitor non-clinical processes to ensure an integrated and positive patient experience. The Practice Administrator will also work across the Hale location and with Department leaders to support strategic initiatives and Ambulatory priorities to ensure an integrated and positive approach to patient experience and clinic operations.
Position requires the ability to work independently as well as function as a good team player. Position requires the ability to work collaboratively with physicians, staff and peers throughout the hospital. Position requires sensitive handling of confidential information with tact and diplomacy as well as empathy necessary to deliver services effectively to a diverse and chronically ill patient population.
Overview of responsibilities:
*Serving in an administrative leadership role, developing and coaching supervisor / staff and instituting administrative policies and procedures.
*Providing management oversight, developing and implementing initiatives within the clinical operations to improve clinic utilization, patient satisfaction and quality of care while maintaining all relevant regulatory and other professional standards.
*Developing and implementing policies/procedures to ensure efficiency and effectiveness, including gathering information on patient/customers' perceptions and preferences and implementing new programs that will meet patient and provider needs.
*Instituting and sustaining a culture of patient centric care.
*Facilitate meetings, trainings, orientations, safety-related exercises within Neurosciences and across Hale, as needed.
*Monitor and maintain strong patient satisfaction, mitigate patient complaints.
*Roll-out BWH and MGB new initiatives as needed.
*Work effectively within a matrixed management environment, building relationships across all Departments and floors within Hale, as well as across BWH and Mass General Brigham system.

Major Responsibilities:

The Practice Administrator will be responsible for overseeing Human Resources and personnel activities including those related to recruiting, hiring, orienting, training, disciplining, terminating, performance evaluation, goal setting, employee relations and staff payroll. The Practice Administrator provides oversight and supports the daily clinical and administrative operations across all ambulatory floors. Ensures that the clinic(s) are run appropriately and efficiently each day - resolves any and all patient, staff or provider problems and complaints.

  • The position oversees the clinic operations in making sure that the check-in and check-out processes and patient rooming functions are managed in effective and efficient manners, incorporating all applicable service and safety standards. This includes monitoring patient wait times and patient flow and working closely with the practice staff and other clinical staff to enhance these processes and patient throughput.
    • Evaluates staffing ratios, competencies and requirements.
    • Leads the allocation of exam room monitoring occupancy rates and makes recommendations to improve efficiency and increase patient access as appropriate.
    • Analyzes and proposes changes in clinical operations to achieve operating efficiency.
    • Ensures that practice staffing is appropriate to support the patient care, patient flow, and customer service needs for efficient clinic operations and responds to staffing and contingencies expediently, making necessary adjustments in a timely fashion.
    • Collects, monitors, analyzes operational metrics and utilizes the data to make operational changes and support strategic initiatives. May be required to develop/co-develop new metrics for tracking progress as needed and necessary.

3. Provides leadership for key operational priorities, including but not limited to:

  • Develops and implements a plan of action to address customer service. This includes tracking customer service feedback to facilitate continual improvement, addressing any patient concerns and complaints in a timely basis and using these concerns as opportunities to learn and for improvement. Works closely with Patient Family Relations to investigate and mitigate patient complaints, communicating findings with department leadership as necessary and appropriate.
  • Supports building's compliance with MGB policies, JACHO, DPH Lab Survey, state and federal regulations. Prepares for and coordinates site visits from relevant agencies and provides tools to enable practice staff to meet health, fire, safety, and regulatory requirements and comply with regulatory standards.
  • In addition, the Practice Administrator will coordinate special projects under and perform other tasks as assigned by the Executive Director.

Qualifications:

  • Bachelor's degree in business, public or health management or another related field required. Master's degree preferred.
  • Minimum of 5-7 years of healthcare experience with 2-4 years of management experience in a fast- paced academic ambulatory practice. Consideration may be given to candidates with excellent customer service skills, critical thinking skills and a passion for healthcare with some healthcare experience meeting above education requirements.
  • Proven ability to build, lead, and retain high-performing teams of diverse, multidisciplinary, multi-departmental stakeholders at varied levels of academic and professional experience.

Minimum Skills and Requirements:

  • Applicable, general knowledge of human resource management, financial systems (e.g. payroll), patient experience and quality improvement and trend analysis
  • Strong interpersonal, organization, written and verbal skills must be demonstrated.
  • Ability to navigate and develop effective constructive relationships in a large, matrixed, especially in a demanding and changing environment.
  • Exceptional organizational skills and the flexibility to handle multiple tasks and deadline pressures.
  • Ability to interact professionally with staff at all levels and across multiple departments/service lines; demonstrated leadership skills across a broad range of constituents.
  • Ability to work independently, to prioritize, and to multi-task.
  • Ability to resolve complex issues in a collaborative fashion.
  • Ability to assess, coach, schedule, and train all non-clinical support staff for customer service excellence; exhibit commitment to improving service for internal and external customers.
  • Ability to manage multiple, complex, and concurrent projects.
  • Exceptional judgment and discretion in interacting with physicians and senior management on sensitive issues.
  • Ability to identify, utilize, and leverage resources to accomplish a goal.
  • Possess creativity, self-motivation, and excellent judgment for planning and implementing new policies/procedures.
  • Strong customer service skills in a high-volume setting.


Physical Requirements

  • Standing Frequently (34-66%)
  • Walking Frequently (34-66%)
  • Sitting Occasionally (3-33%)
  • Lifting Frequently (34-66%) 50lbs+(w/assisted device)
  • Carrying Frequently (34-66%) 20lbs - 50lbs
  • Pushing Occasionally (3-33%)
  • Pulling Occasionally (3-33%)
  • Climbing Rarely (Less than 2%)
  • Balancing Frequently (34-66%)
  • Stooping Occasionally (3-33%)
  • Kneeling Occasionally (3-33%)
  • Crouching Occasionally (3-33%)
  • Crawling Rarely (Less than 2%)
  • Reaching Frequently (34-66%)
  • Gross Manipulation (Handling) Frequently (34-66%)
  • Fine Manipulation (Fingering) Frequently (34-66%)
  • Feeling Constantly (67-100%)
  • Foot Use Rarely (Less than 2%)
  • Vision - Far Constantly (67-100%)
  • Vision - Near Constantly (67-100%)
  • Talking Constantly (67-100%)
  • Hearing Constantly (67-100%)


The Brigham and Women's Hospital, Inc. is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a 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.
Applied = 0

(web-b798c7cf6-l9rr9)