Program Manager, MFM/CFM, Women's Health Service Line

Job Title: Program Manager, MFM/CFM, Women's Health Service Line Date: June 26, 2024 Job Code: 00644C Grade: EB 6 FLSA Status: Exempt GENERAL SUMMARY/ OVERVIEW STATEMENT: Summarize the nature and level of work performed. The Program Manager for the Maternal Fetal Medicine/Center for Fetal Medicine (MFM/CFM) Women's Health Service Line Programs reports directly to the Senior Administrator for Women's Health Service Line and indirectly to the Practice Administrator for Maternal Fetal Medicine/Center for Fetal Medicine. The Program Manager is primarily responsible for two service line programs within the MFM/CFM divisions, with potential to support or cover other programs/projects based on institutional priorities. Current service line programs include the Maternal Fetal Care and Prenatal Genetics Program in collaboration with Children's Hospital and the Comprehensive Care Center for Multiples. These specialty programs are dedicated to serving the needs of pregnant persons seeking high-risk and specialty care for fetal care anomalies and twin, triplet, plus pregnancies. This includes monitoring and complications within the Maternal Fetal Medicine and Center for Fetal Medicine divisions. These specialty programs provide the highest quality health care to patients and their families, expand the boundaries of medicine through research and educate the next generation of health care professionals. The Program Manager will be an administrative resource for service line coordination, program, and project delivery (analysis and implementation) and program review (assessment and measurement). The Program Manager will be the main point of contact for operational support and management of program staff, including direct management of two program coordinators and indirect oversight of staff members including genetic counselors, social workers and nurses. The program manager will also be responsible for oversight of communications and coordination with the Fetal Care Program at Children's Hospital. PRINCIPAL DUTIES AND RESPONSIBILITIES: Indicate key areas of responsibility, major job duties, special projects and key objectives for this position. These items should be evaluated throughout the year and included in the written annual evaluation. A. Program Operations * Oversees all day-to-day assigned program(s) operations. * Responsible for oversight of program staff and protocols, fostering an environment of collaboration, communication, and teamwork. * Collaborates with MFM/CFM (Maternal Fetal Medicine/Center for Fetal Medicine) Practice Administrator on appointment scheduling functions, provider schedules, template changes and human resources concerns and escalations. * Facilitates efficient patient flow through the programs and is accountable for any patient related issues or concerns. * Maintains positive relationships amongst program staff and providers. Schedules and hosts monthly program team meetings and owns follow up items to support Service Line program operations including standard operation documentation, workflow design, resource optimization, marketing and more. * Informed on upcoming patient cases and supporting program coordinator in ensuring proper communication of expectant patients to Labor and Delivery or Antepartum for post-intervention surgery bed access. Escalates and manages issues or barriers in workflow. * Tracks and documents all post-procedure fetal care intervention recoveries from Children's Hospital, including any charge entry and Interhospital billing workflow support and completion as well as collaboration with Newborn Medicine quality and safety protocols and data collection from Children's Hospital. * Collaborates with Service Line Senior Administrator on resources needs and budgeting as well as capacity tracking and volume for downstream impact/access needs within L&D and NICU. * Implements process improvement strategies while engaging staff members to enhance and improve efficiencies. * Responds to and advises on a variety of inquiries and applies knowledge of established operations. * Determines, implements changes and evaluates programs for continued operational improvement. B. Program Monitoring and Improvement 1. Examines, monitors, reports and tracks patient care lists within Red Cap Database for Fetal Care Program and Multiples Program in collaboration with dedicated Program Coordinator. 2. Functions as point of contact for Children's Hospital including but not limited to - tracking provider Children's clinic rotation, marketing collaboration, unique patient insurance authorizations, charge input for interhospital billing and other support and collaboration as needed. 3. Collaborates with Service Line Governance structure to support implementation of defined projects and priorities. Projects could include capacity tracking and predictive analysis in collaboration with Labor and Delivery Units and NICU department, division and nursing teams for program deliveries and inpatient stays post interventions. 4. Supports outreach and network development efforts for programs building awareness and operational efficiency for incoming referrals and patient workflows. 5. Supports internal program staff with defining best practice operational workflows with the goal of improving communication amongst team members and right-sizing ancillary resource use. 6. Collaborates with Senior Administrator to define strategy plans for program rebranding, including marketing plan and implementation, new workflows and program patient offerings, patient experience and access as well as integration of program offerings within the larger women's health services within Brigham Health. B. Human Resources * Direct manager for the service line programs ~2 program coordinators. * Responsible for hiring, corrective action and overall human resource management for program coordinators and indirect support with collaboration of matrixed management structure for other program staff (ie. Genetic counselors, social worker and program nurses). * Facilitates a strong working relationship between support staff and physicians. * Demonstrates and mentors service line program coordinator to be patient centered within their interactions, customer service, general communication and emphasizing good organizational skill management. * Work with and mentor program coordinators to foster teambuilding with each other. Prepares performance plans, conducts annual performance appraisals, and establishes ongoing feedback mechanism for staff. C. Billing Operations * Works closely with managed care, coding team, and professional billing to capture all post-intervention charges and complex billing/authorizations. * Manage prior authorizations and referrals to ensure insurance eligibility is screened by front end staff. Qualifications: * Bachelor's degree Required, master's degree in healthcare administration preferred * 5 years of relevant experience Skills/Abilities/Competencies: * Excellent interpersonal skills - verbal and written * Computer literacy * Strong organizational, analytical and problem-solving skills (critical thinking) * Ability to multi-task