Manager of Operations
Company Overview:
We are an aspirational Ob/Gyn brand and integrated medical practice, committed to providing exceptional healthcare services to our patients. Our company prides itself on offering personalized care in a comfortable and welcoming environment. We are seeking a dynamic and experienced Manager of Operations to support our growing organization.
Summary/Objective
The Manager of Operations will be someone who has great knowledge and experience in the day to day running of a medical practice, as well as an analytical approach to problem solving as well as a curiosity and drive to ensure the continued improvement of the organization. The Manager of Operations is responsible for providing the Operations department with tools, training, process improvement, metric compliance and a range of other support activities to enable the VP of Operations and the Practice manager to achieve their objectives. Effectively interfacing with the operations team, other departments and the senior leadership team will be critical to success in this role.
Reporting
Reports to the VP of Operations. This position currently has no direct reports. The Manager of Operations is generally seen as a peer of the Practice managers.
Essential Functions
- Serve as the primary point of contact for interfacing with Marketing, Finance, Patient Safety, Revenue Cycle, Real Estate, Facilities & Inventory, and IT
- Review Provider Schedules to ensure it is optimized to meet company goals
- Ensure delivery of daily performance metrics including productivity, NPS. Escalates any variance in reporting cadence and works to resolve issue. Identifies negative trends in these reports and leads work on their resolution.
- Review daily/weekly report cards to ensure compliance and regular tracking and provide recommendations to VP of Operations as required.
- Provide administrative support for the EMR. Provides training and support to teams on their technology platforms.
- Track spend against budget and provide recommendations to VP of Operations for improvement.
- Provide an inventory of problem areas and work with VP of Operations to prioritize work on these areas.
- Ensure a regular dialogue and flow of information between operations staff and clinical staff including: i)identifying any points of dysfunction, ii) ensuring all teams are trained on relevant company processes, iii) ensuring optimization of clinical efficiency. Provide reporting to VP of Operations and Senior leadership on this.
- Monthly review of compliance with HIPAA, Quad A, and OSHA regulations and provides a report to VP of Operations and Senior leadership on same.
- Support VP of Operations in the selection, hiring, onboarding and the training medical office team staff
- Provides input and support to the VP of Operations and Practice Managers on performance reviews, goals, and disciplinary action.
- Special Project Work
- Perform issue resolution work on process flow issues including: identifying the issue, identifying ways to resolve the issue, develop processes for the resolution, train staff on modified process, track metrics associated with improved process.
- Provide training and coaching, to practice managers and staff on general customer services skills, company policy and protocol. Develop a schedule and curriculum for this training. Provide reporting against delivery of this schedule.
- Keep abreast of industry trends and provide recommendations for streamlining operations which apply new concepts and techniques to improve the efficient operation of the practice.
KPIs:
- Ensure delivery of daily performance metrics including productivity, NPS.
- Ensure timely reporting and issue resolution on compliance with corporate processes and policies.
- Ensure teams are aware of their fiscal performance and coached on how to act fiscally responsible. Ensures regular reporting on adherence to budget guidelines.
- Ensure teams have what they need to fulfill their responsibilities including training and access to technology platforms.
- Ensure high employee morale and engagement.
Required Education and Experience
- Bachelor's Degree required.
- 8 - 10+ years' experience in a leadership role in a healthcare setting.
- Results-driven individual with a passion for nurturing, coaching, and optimizing team performance.
- Proven track record of developing Leadership and Accountability
Preferred Qualifications
- Process Management, Change Management and/or Lean Six Sigma certification preferred.
- Proficient in EMR/EHR systems, Implementation experience preferred.
Joining Our Team:
If you are a goal-oriented, and inspired individual with a passion for healthcare and operations, we invite you to apply for the Manager of Operations position and contribute to our mission of delivering world class women's health care, here at Viva Eve in New York City.
Base Salary Range : $85,000- 95,000 + performance-based annual bonus
Benefits:
- Medical, Dental and Vision Insurance
- Employee Assistance Programs
PHYSICAL REQUIREMENTS:
- Ability to demonstrate full range of motion, manual dexterity, and eye–hand coordination in use of equipment and instruments.