Summary of Responsibilities
The Operations Manager plays an integral role in ensuring that the overall operational success of the organization’s productivity and financial goals are met. Oversees practice metrics, budgeting, and financial management as appropriate. Provides an atmosphere conducive to team development and professional growth, service excellence and continuous improvement. Responsible for ensuring the optimal use of employee health records (EHR), practice management systems and related reporting options and analysis by his/her staff and direct reports.
1. Supervises non-clinical administrative personnel and ensures their optimum performance. Develops flexible staffing designs to support the clinical practice including sufficient night and weekend coverage and patients’ linguistic requirements.
2. Hires, maintains, coaches, and disciplines the scheduling functions including call center operations and patient registration, to ensure the accuracy and efficiency of data management, and to provide for excellent customer service.
3. Experience with the Joint Commission, DPH and HRSA regulatory and compliance requirements a plus.
4. Demonstrates and mentors’ others to follow strong customer service and patient centered management style utilizing strong verbal and written communication skills.
5. Develops implements and analyzes business practices and institutes appropriate business solutions to optimize clinical processes.
6. Monitors provider productivity reports to investigate productivity variation and to improve administrative and clinical individual and group performance in support of provider productivity.
7. Develops,administers and analyzes customer service data for performance improvement indicators and institutes improvements.
8. Demonstrates computing proficiency: Athena Health, EHR and EPM portal and insight, and Micro-centric operating environments; ,and medical office procedures.
9. Demonstrates a clear understanding of federal and state legal requirements and compliance guidelines for the protection of personal medical information (HIPAA) including HIT requirements for ensuring the processing and handling of personal medical information.
10. Maintains compliance with governmental regulations and industry requirements. Works in conjunction with the HIPAA & Corporate Compliance Officer to implement changes within the health center.
11. Enhances operational effectiveness, emphasizing service to patients, cost containment, and high-quality patient care. Resolves operational problems and keeps lines of communication open with staff to ensure responsiveness and productivity.
12. Reviews activity reports and financial statements to determine progress and status in attaining objectives and revises objectives and plans in accordance with current conditions.
13. Plans, develops, implements, and evaluates administrative policies, protocols, and systems as appropriate.
Minimum Skills, Experience and Educational Requirements
1. Requires a bachelor’s degree plus a minimum of 3-5 years relevant work experience in medical office administration. Requires a minimum of 2 years of direct management or supervisory experience.
2. Prior group practice management and ambulatory primary care preferred.
3. Demonstrates current and up-to-date working knowledge of managed care administrative and compliance requirements, including state and federally sponsored health plans. Stays abreast of public and private health insurance rules, regulations, and guidelines.
4. Demonstrated experience in customer service, practice design and workflows.
5. Collaborates on the implementation of policies and procedures in accordance with regulatory requirements, and in group processes including strategic, operational, and financial planning.
6. Demonstrates leadership and models behavior for team members while fostering a cooperative working environment among diverse populations.
7. Demonstrates a clear understanding of and leadership in a Performance Improvement environment.
8. Communicates courteously, pleasantly, and effectively with patients, families, and staff both by telephone in writing and in person. Must possess excellent verbal and written communication and negotiation skills.
9. Demonstrates the ability to teach, take direction, and establish priorities and to establish and maintain productive working relationships with medical staff and allied health professionals; and,
10. Exemplifies initiative and is flexible when faced with competing demands. Must be well organized and possess good time management skills, planning and multi-tasking.
Required Certifications and Licenses
Critical Demands of the Job
1. Manage multiple requests and prioritize appropriately;
2. Ability to function in a fast paced setting;
3. Attention to details and prompt follow up;
4. Includes walking and standing for long periods of time, sitting for short periods of time, hand dexterity, clear hearing and speaking ability. Must be able to lift a maximum of 1/3 of their body weight.t; and,
5. Excellent organizational and interpersonal skills.
1. Works in well-lighted environment with comfortable surroundings.
2. Stressful at times due to competing demands, including attention to multiple patients and staff.
May be required to work a rotating schedule as the department requires. This includes evenings, holidays, and weekends.