Manager, Administrative Clinical Operations

Manager, Administrative Clinical Operations

Reports To: Associate Chief of Nursing & Clinical Operations

Position Overview: 

The Manager, Administrative Clinical Operations is accountable for the operation and oversight of supervisors who manage the day to day responsibilities related to the administrative and patient services portions of assigned service areas. This role may have direct responsibility for supervision of patient service representatives, and/or other support staff that are held accountable for ensuring that each patient’s experience is positive. Additionally, this role is accountable for ensuring that patient flow and appointment scheduling is completed efficiently and accurately and that patient service excellence is present as a part of the fabric of the culture.

The Manager, Clinical Administrative Operations promotes and demonstrates excellence in customer service, holding management and team members accountable for offering outstanding customer service to all MIT Medical patients and their family members, clinicians, and other stakeholders.

Principal Duties and Responsibilities: 

  • Create and implement a vision for the department that will incorporate best practices and set the foundation to build a “best in class" team.
  • Continually assesses healthcare regulatory and business environment for emerging trends.
  • Act as a champion of positive changes within MIT Medical.
  • Consistently exhibit behavior and communication skills that demonstrate MIT Medical’s commitment to superior customer service, including quality, care and concern with each and every internal and external customer.
  • Determine and ensure supervisors, leads, or self-allocate daily work to achieve operational targets and service standards. Coordinate allocation of resources both in people, dollars, and tangible assets within each assigned service area as well as balanced across all service areas in which role is accountable. 
  • Determine and continually monitor targets and standards. Ensure supervisors are training staff and direct reports are trained and positioned to achieve established metrics.
  • Ensure that supervisors are managing staff responses to all inquiries. Ensures all staff are able to handle complex issues using diplomacy and sensitivity in balancing patients’ needs and perceptions within departmental policies, protocols, and practices.
  • Manage financial processes to ensure proper collection of co-pays and encounters that are allocated as patient self-pay. Ensure focus on accuracy and customer service.
  • Develop methods for collecting feedback and ensures tracking of key metrics. Analyze said metrics and present findings at agreed upon frequencies.
  • Adjust metrics as business needs dictate. Prepare proposals and recommendations for improvement / changes that are identified. Lead implementation of changes upon approval.
  • Represents the MIT Medical Clinical Operations as assigned and/or appropriate and in special projects as necessary.
  • Ensure that supervisors implement new policies and procedures. Participates in the creation of new and/or revision of existing policies and procedures. Recommends the abolishment of policies and/or procedures once no longer relevant or accurate.
  • Oversee computerized patient appointment schedule is managed appropriately by ensuring that the proper allocation of wellness to emergency sick visits are planned as driven by access needs. Manages staff to safeguard that all HIPAA regulations are followed. Manages the monitoring of daily schedules and patient flow to optimize resources.
  • Oversee the coordination of patient visits with other health care partner practices and/or diagnostic testing to ensure that patients are seen in a timely manner. Pro-actively resolve and/or assist in complex requests, escalating through own role or to RN as appropriate.
  • Accountable for ensuring that all direct reports follow all established protocols, policies, and practices.
  • Promote high-value customer service for all patients; is attentive to each person’s experience, ensuring that each interaction is positive, pleasant, and productive.
  • Ensure that staff training needs are met. Oversees assignment of work.
  • Provide coaching and mentoring to individuals to improve performance by creating a work environment that ensures application of management principles and techniques to achieve desired outcomes.
  • Conduct annual performance reviews for all direct reports, integrating quality, cost, peer and co-worker feedback, and self-assessment information. Ensures annual performance reviews written by supervisors are accurate, contain proper feedback, and are delivered on time with respect.
  • All other duties as assigned.

Minimum Required Education and Experience:

  • Bachelor’s degree in health care administration, business or related field or minimum 5 years equivalent experience in health care management.
  • Proven ability to coach and develop others.
  • Self-directed and pro-active with strong ability to make independent decisions and work with little to no direction while simultaneously keeping management informed and escalating issues appropriately.
  • Expert in customer service models and methodologies with the ability to motivate others to share best practices.
  • Supervisor experience is preferred.

Skills and abilities

  • Demonstrated ability in clinical competencies
  • Excellent organizational, analytical, time-management, and problem-solving skills
  • Excellent written and verbal communication skills
  • Must understand and function effectively in a fast-paced challenging environment and communicate well with a large group of physicians and staff.
  • Proficiency with computers including CERNER
  • Customer Service skills.
  • Excellent interpersonal skills.
  • Ability to handle sensitive issues/information and employee relations positively and fairly.
  • Ability to provide clear direction, and inspire and motivate staff to foster strong productivity.

Job number: 23149
Grade level: 9

Apply Now


Nurse Practitioner

The Nurse Practitioner provides direct patient care to MIT Medical patients.

Radiology Technologist

The Technologist performs diagnostic general radiology procedures on infant, pediatric, adult, and geriatric patients as requested by a physician.

Registered Nurse

The Registered Nurse demonstrates the knowledge and skills necessary to provide nursing care to the patient population of their assigned service area.

Senior Administrative Assistant

Provides executive-level administrative support for the Medical Director, Executive Director, Senior Administrative Directors, and other members of the executive administrative team.

Registered Dietitian, Eating Disorder

The Registered Dietitian, Eating Concerns is responsible for evaluating and managing the nutritional needs and goals of clients referred by the Eating Concerns Team.

Dental Assistant

The Dental Assistant (DA) is responsible for providing chairside assistance to dentists and other dental specialists for evaluation, management, and treatment of patients.

Medical Assistant/Primary Care

MEDICAL ASSISTANT FOR OBGYNMIT Medical, to assist physicians, nurse practitioners, physician assistants, and nurses with the evaluation, management, and treatment of patients.

Medical Assistant/OBGYN

The Medical Assistant (MA) is responsible for assisting physicians, nurse practitioners, physician assistants, and nurses with evaluation, management, and treatment of patients.

Patient Access Analyst Trainer

The Patient Access Training Specialist is responsible for the design, development, and delivery of Practice Management (PM) training courses.

Nurse Manager

The Nurse Manager is a registered nurse responsible for managing and providing clinical resources for RNs, medical assistants, and eye technicians in the Medical Specialties unit.

Medical Technologist

The Medical Technologist is a generalist position that will perform routine clinical laboratory tests and special tests in a CAP accredited laboratory.


The Psychiatrist is responsible for providing psychiatric healthcare to patients referred by primary care clinicians.