Operations Manager

POSITION OVERVIEW:

The Operations Manager position requires the talents of someone able to think quickly, communicate clearly, and prioritize duties well. This position requires an experienced manager able to evaluate opportunities for improvement, support staff, provide training, and continue to support the many changes in healthcare throughout the multiple offices to which they are assigned. The Operations Manager works with assigned physicians, Director of Operations, Administration and Business Services to initiate change, set a positive tone and make sure every patient has the best experience possible. 

SUPERVISION RECEIVED: 

Reports to the Director of Operations 

SUPERVISION EXERCISED: 

Employees as assigned 

ROLE AND RESPONSIBILITIES: 

GENERAL:

• Manages operations at several assigned office locations and coordinates work activities and schedules to maximize total office potential. 
• Demonstrates a positive, helpful attitude to patients, personnel, and physicians. 
• Administers policies and procedures in a timely manner and is consistent with Piedmont HealthCare’s mission, vision and values. 

PATIENT CARE:

• Works with physicians and staff to create optimal patient experience. 
• Oversees and monitors patient flow, ensuring that it occurs in an efficient, cost-effective manner, while being pleasing to the patient and practical for the physicians. 
• Research and respond to patient concerns. 
• Identifies and resolves work problems to ensure quality patient care. 

STAFFING:

• Assures that appropriate/adequate staff is maintained in all areas of the practice. 
• Coordinates with Human Resources and Director of Operations for recruiting, hiring, orientating, training, evaluating and disciplining, when necessary. 
• Ensures a standardized training is completed at the office level for each employee to include a 30/60/90-day evaluation
• Enhances employee morale through activities that foster a spirit of engagement within the office and that foster a sense of being a part of the Piedmont HealthCare enterprise. 
• Supports employee development and office growth through corporate in-services, appropriate seminars and classes with the approval of the physicians and the Director of Operations. 
• Possesses skills to perform job functions in all areas of responsibilities and has the ability to cover non-clinical workstations as needed in order to ensure no disruption in patient flow. 
• Ensures appropriate cross training of personnel to meet the needs of the Practice during absences and variations of patient flow. 
• Completes and meets with each employee to review annual evaluations

COMMUNITY / MARKETING:

• Maintains relationships and serves as contact for referring physician offices. 
• Enhances practice visibility in consultation with the Marketing Department. 
• Acts as a public relations liaison for the Practice under the guidance of administration. 

FACILITY:

• Ensures that office space, supplies, equipment and assistance are provided and maintained appropriately for physician staff and patients. 
• Responsible for inventory including both administrative and clinical supplies. 
• Consults with Director of Operations or advisors responsible for maintaining equipment and the facility, making necessary arrangements for preventative maintenance and repairs. 
• Adheres to all OSHA standards and guidelines. 

PRACTICE ADMINISTRATION:

• Implements PHC policies and procedures for the practice in order to best service the patient population and adapt to staffing. 
• Manages and promotes best practice procedures for Time-of-Service Collections, Unreconciled Appointments, Value Based Care Initiatives and meet or exceed the goals outlined by the group. 
• Develops and maintains PAR level inventory controls. 
• Serves as a liaison between Administration and staff to support consistent operation procedures, keeps manuals updated and keeps clear instructions for PRN personnel on basic office procedures. 
• Utilizes monthly dashboard, time of service collections, and denial reports for training and process improvement. Review with physician during monthly meetings. 
• Prepares reports, etc. as requested by Administration, Business Services or the Accounting Department. 
• Reviews collection of problems from patient encounters at the office and works with Business Services to resolve issues and enforce policies. 
• Maintains the strictest confidentiality in all aspects of work, including patient and personnel. 
• Participates in professional development activities to keep current with health care trends and practices. 
• Work with Director of Operations to set and meet annual goals.
• Responsible for ensuring the highest level of customer service. 
• Adheres to the standards required by the Corporate Compliance and HIPAA guidelines established by Piedmont HealthCare.  

COMMUNICATION:

• Communicates with Administration to ensure a system-wide approach to policies, practices and procedures. 
• Attends Office Manager meetings and participates in committees as requested. 
• Collaboration with peers to foster teamwork throughout Piedmont HealthCare 
• Holds monthly office level meetings with both providers and staff.

EDUCATION:

• Bachelor’s degree in Health/Business Administration preferred  
• In exchange for a bachelor’s degree, 7 years of medical office management experience will be considered. 

EXPERIENCE:As

• A minimum of 2 years of health care management experience.  
• Prefer 5+ years of supervisory experience. 

KNOWLEDGE AND SKILL REQUIREMENTS: 

• Knowledge of organization policies and procedures. 
• Knowledge of practice procedures. 
• Knowledge of computer systems and applications. 
• Knowledge of medical practices, terminology, and reimbursement policies. 
• Knowledge of grammar, spelling, punctuation, and sentence structure to answer correspondence and prepare reports. 
• Skill in planning, organizing, delegating, and supervising. 
• Skill in evaluating the effectiveness of existing methods and procedures. 
• Skill in operating a variety of office equipment and computer programs. 
• Ability to read, interpret and apply policies and procedures. 
• Ability to communicate clearly and effectively. 
• Ability to set priorities among multiple requests. 
• Ability to interact with patients, medical and administrative staff, and the public effectively. 

ENVIRONMENTAL/WORKING CONDITIONS: 

Normal office environment.  

PHYSICAL/MENTAL DEMANDS: 

Requires sitting and standing associated with a normal office environment. Responsibilities, knowledge, skills, abilities and working conditions may change as needs evolve. I have read and understand the responsibilities as outlined in the Office Manager job description.