Job Summary: Leads operational initiatives in services areas in order to achieve set goals. Responsible for
strategic planning, educational and financial operations of division/department, budget management,
improvements in access, overall customer satisfaction, communication, clinical service delivery, operating
efficiency, and staff development.
The following statements are intended to describe the general nature and level of work being performed
by individuals assigned to this position. They are not intended to be an exhaustive list of all duties,
responsibilities and skills required of this position.
Department Specific Job Responsibilities:
1. Responsible for the overall development, administration, leadership, and direction of daily operations,
business processes, fiscal management and strategic objectives of the Pancreas and Liver Institute; works
in close partnership with the Pancreas and Liver Institute Operations Committee, Clinical Co-Directors,
BIDMC and HMFP Senior Leadership.
2. Participates in long-range operational and program planning/implementation relating to all resources for
the delivery of care for patients with diseases of the pancreas and liver, such as network expansion,
programmatic growth, staffing, space, equipment, and location(s) spanning the entire spectrum of the
3. Oversees clinical service delivery across the care continuum and focuses on improvements in access and
other imperatives needed to create and maintain a high quality, high patient satisfaction service.
4. Outreaches to community partners and donors, as requested. Partners with hospital staff for marketing
program and services.
1. Participates in long-range planning and the development of departmental and ambulatory divisional goals,
strategic plans and objectives, as well as personnel, resources, space needs and equipment decisions.
Appoints, develops, directly supervises and evaluates practice managers and clinical managers in
designated areas (essential)
2. Ensures that department activities and records meet the standards of accrediting, regulatory and
reimbursement agencies (JCAHO, OSHA, DPH, etc.). Oversees multidisciplinary team building within
ambulatory departments/services. Participates in hospital departmental, administrative and medical staff
committees, and reports on committee activities. (essential)
3. Develops policies and procedures for department/division. Measures success with pertinent and
measurable data based on targeted goals, developed using Performance Manager Reports. Collaborates
with Human Resources to enhance role definition and standards of practice for front line staff, as well as
4. Assists the divisional chief in the identification and coordination of program development work through
community based programs, marketing and fundraising opportunities. Incorporates facilitation of
additional special projects as assigned. (essential)
5. Coordinates recruitment process of clinical and research faculty. Participates in confidential salary
planning for faculty and staff. Identifies and acts on issues that affect the delivery of patient care. Quality
control and improvement, performance improvement activities, monitoring, reviews, action plans.
Oversees patient satisfaction surveys, monitoring and action plans and customer service. (essential)
6. Collaborates with research administrative director to ensure that all bench and clinical research is managed
appropriately. Works with Fiscal, Information Systems, Registration, managers and front line staff to
implement the process of training, development and roll out of charge ticket entry, co-pay collections and
referral management and to ensure collections/charge entry are correct. (essential)
7. Monitors charge master change requests and outpatient CCC programming requests, including billing and
reimbursement trends. Acts as liaison with professional billing company and Corporate Compliance.
Ensures matching of purchased services for physicians to estimated patient volumes. (essential)
8. Mentors staff to optimize growth and development, and satisfaction through evaluation processes, role
definition, process improvement, training and empowerment. (essential)
9. Oversees the operations of graduate medical education programs in the department / division (essential)
10. Has the responsibility to lead and support managers and directors in developing and improving operations
to create optimal performance levels. Direct Reports: 4-6 Indirect Reports: 21-50
11. Has full responsibility for planning, monitoring and managing budgets for multiple departments.
1. Bachelor's degree required. Master's degree in Healthcare Administration or Business preferred.
2. More than 10 years related work experience required and 5-8 years supervisory/management experience
3. 8 -10 years experience in a clinical health care setting
4. Experience with computer systems required, including web based applications and some Microsoft Office
applications which may include Outlook, Word, Excel, PowerPoint or Access.
1. Written Communications: Ability to communicate complex information in English effectively in writing
to all levels of staff, management and external customers across functional areas.
2. Oral Communications: Ability to verbally communicate complex concepts in English and address
sensitive situations, resolve conflicts, negotiate, motivate and persuade others.
3. Knowledge: Ability to demonstrate broad and comprehensive knowledge of theories, concepts, practices
and policies with the ability to use them in complex and/or unprecedented situations across multiple
4. Team Work: Ability to lead and direct multiple collaborative teams for large projects or groups both
internal and external to the Medical Center and across functional areas. Results have significant
implications for the management and operations of the organization.
5. Customer Service: Ability to lead operational initiatives to meet or exceed customer service standards
and expectations in assigned unit(s) and/or across multiple areas in a timely and respectful manner.
1. Work requires periods of close attention to work with out interruption. Concentrated effort of up to 4
hours without break may be required.
2. Work requires constant response to changing circumstances and using new information to adjust approach
and to quickly respond to new needs.
3. No substantial exposure to adverse environmental conditions
4. Health Care Status: NHCW: No patient contact.- Health Care Worker Status may vary by department
Close work (paperwork, visual examination), Monitor Use, Visual monotony, Visual clarity <3
feet, Conversation, Telephone.
Light work: Exerting up to 20 pounds of force frequently to move objects. Some elements of the job are
sedentary, but the employee will be required to stand for periods of time or move through out the hospital
This job requires constant Keyboard use, Endurance-working up to 5-6 hours without a
break,frequent sitting, walking.
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