Practice Director - NECO Center For Eye Care

NECO’s vision is to change the way people see the world through optometric education, discovery and service. We do so by:

  • Integrating innovative education with early and diverse clinical experiences to prepare students to become outstanding Doctors of Optometry (ODs); 
  • advancing the frontiers of optometric knowledge through research, and translating that knowledge to improve patients’ lives worldwide; 
  • cultivating compassionate care of the highest level of proficiency, integrity, and professionalism; 
  • influencing public policy; 
  • expanding access to comprehensive and specialty optometric services; 
  • instilling sensitivity to the health and social welfare of diverse communities.

The New England College of Optometry (NECO) Center for Eye Care, formerly known as New England Eye (and unrelated to Tufts), encompasses two full service optometric centers that provide primary and specialty eye care services to individuals at all stages of life. The two centers, located at Commonwealth Avenue in Boston (we see about 10,000 patient visits per year) and Washington Street in Roslindale (we see about 6000 patient visits per year) generate about $3M in net patient revenue annually.  Optometrists, working closely with optometric students, provide Primary Eye Care, Cornea & Contact Lens Services, Vision Therapy, Pediatric Eye Care, Low Vision Rehabilitation, Consultative Ophthalmic Care, and Myopia Control Consultation and Services to patients.  Each practice also includes a retail optical center.

Position Description

The NECO Center for Eye Care is Boston’s premier all encompassing eye and vision care resource. Our goal is to protect, preserve and maximize our patients’ vision and eye health through expertise, compassion, and patient-centered care. In order to achieve this goal, we strive to attract and inspire an engaged team of clinicians and administrative staff dedicated to providing an exceptional patient care experience in an exceptionally run clinic.  Although we are affiliated with an optometric teaching institution, the priority of the clinic is providing high quality patient care in the context of an increasingly competitive market for professional eye care services, frames and lenses, contact lenses and optical devices.

As the Practice Director, you will have a unique opportunity to apply your operational skills in providing critical and seamless support to a team of optometrists (OD’s) whom provide comprehensive eye care to diverse and multicultural patient populations at two distinct centers.  You will also have meaningful opportunities to learn about and integrate into the practice the newest technologies in eye and vision care and diagnostic testing.  

Key Responsibilities

  • Ensure the smooth and fiscally responsible (and optimized) operations of our Commonwealth and Roslindale Eye and Optical Centers.
  • Ensure an exceptional patient experience by working with clinical leadership to maintain high standards of patient care and customer service.
  • Evaluate available data and the current reporting capabilities within the clinic and collaborate with individuals in key areas – Patient Intake, ODs, Optical, Billing and Collections and the Business Office – to develop a set of applicable reports and metrics that enable leadership to monitor key trends, assess daily weekly and year-over-year performance, measure progress toward stated goals and objectives, and assess and analyze variances for each sites’ monthly and annual financial performance by service area.
  • Develop weekly, monthly and annual goals (ex. patient visits, revenue, training slots, etc.) and for each site and each OD, and create and monitor useful dashboard measures to provide each provider and service area with an understanding of progress toward site goals and intervening actions when performance is not meeting stated objectives.
  • Identify and implement performance improvement strategies for each service area based on clinical training objectives, patient volume and demand, patient feedback and profitability.
  • Oversee the development and management of the clinic sites’ budgets, ensuring that eye clinics meet financial targets.
  • Oversee the creation of brochures and other materials for providing information on the clinics and patient services and for patient communication.
  • Represent the clinic in the community and develop and maintain collaborations and partnerships with other organizations.
  • Represent the College at selected regional and national meetings.
  • Ensure that our Eye and Optical Centers comply with all licensing, legal and funding requirements and regulations and assure regulatory compliance and proper credentialing of sites, ODs and insurance panels
  • Develop and implement policies and procedures aligned with the mission of the organization and that support its strategic goals.
  • Develop, document and maintain standard operating and training procedures and standardize practice management across sites for the entire cycle of service, from patient scheduling and confirmation through professional and optical services and billing and collections.
  • Coordinate training and support for the Electronic Health Record with IT, Compulink (EHR vendor) and the OD “super user.”
  • Develop and maintain proper procedures around document management.
  • Collaborate with Marketing to identify and analyze strategic risks and effective strategies to communicate with patients (in person and online) and grow patient visits.
  • Collaborate with Facilities to ensure effective practice facility management.
  • Additional responsibilities include interviewing, hiring, and developing employees; planning, assigning, and directing work; written and oral communications; appraising performance; rewarding and disciplining employees; addressing patient complaints, conflict resolution, and problem resolution.

You will also collaborate with Human Resources, Academic Affairs, and Clinical Education to ensure our patient care, clinical training and practice management goals are properly aligned.

Functional Responsibilities

The Practice Director is directly responsible for effectively leading the following functional areas:

  • Patient Care Coordination
  • Optical Center (includes Contact Lens coordination and low vision devices)
  • Billing and Collections (with a dotted line relationship to the Business Office)
  • Primary and Specialty Care Coordination
  • Clinical Research Coordination
  • Credentialing

Qualifications

  • Bachelor’s degree required, advanced degree preferred, with minimum 5 years demonstrated experience as the practice manager or director of an eye or medical practice;
  • Knowledge of principles and practices of health center management and practice administration;
  • Demonstrated skill in planning, organizing, and coordinating service operations, preferably across multiple sites.  Skill in organizing and leading complex team-based operations; 
  • Ability to motivate and supervise managers effectively;
  • Skill in developing, communicating and implementing policies and procedures for a healthcare practice;
  • Skilled in analyzing and solving complex problems;
  • Demonstrated ability to work effectively with a wide variety of staff and other stakeholders, including medical professionals.  Skilled in resolving conflicts in a positive and constructive manner; 
  • Excellent communication skills, both written and verbal, and excellent interpersonal skills with direct reports, internal and external stakeholders;
  • Must demonstrate high emotional intelligence and self-awareness;
  • Ability to work in a diverse multicultural environment;
  • Knowledge of general principles and best practices in primary care, public health and health disparities improvement;
  • Broad knowledge of federal, state, and local health policy, and regulations affecting health centers;
  • Capacity to assess new opportunities, implement change, and to carefully manage resources in order to build long-term sustainability;
  • Ability and willingness to work under pressure, maintaining perspective and capacity for reflection in the midst of action;
  • Excellent leadership skills that ensure the ability to align vision, clarify tasks, and build effective relationships and partnerships.
  • Basic knowledge of quality improvement tools and processes.
  • Willingly seeks / is open to feedback.
  • Ability to communicate and promote the mission and vision of the organization effectively to others.
  • Experience with/understanding of importance of culturally competent care;
  • Solid background in understanding the factors influencing the patient care experience, including anticipating and proactively responding to patient needs;
  • Organizational skills with ability to prioritize practice needs with ODs;
  • Demonstrated experience in the entire cycle of service for a healthcare practice, with eye care background preferred;
  • Understanding of, or ability to learn private insurance and vision plan rules and regulations;
  • Willingness to be flexible with schedule 

To apply, please send a cover letter and resume to HRDepartment@neco.edu.    

The College offers a competitive salary and excellent benefits.    

The College is an Equal Opportunity Employer.