Practice Operations Manager II

Position Summary

Reporting to the Director of Clinical Operations, the Practice Operations Manager II is responsible for all aspects of the day-to-day operations for the responsible sites and facilitates efficient and high-quality patient care, access and satisfaction.

The Practice Operations Manager II leads the practice in a manner that delivers an exceptional patient experience that contributes to positive health outcomes for patients and a work culture of service, trust, empathy, safety, inclusion, and communication.

Responsibilities

Practice Operations

• Directly manages assigned practice site(s) and operational workflows to meet operational goals, in patient volume and access, service, operational efficiency, and physician, staff and patient satisfaction. Provides cross coverage for other practice sites and multi-modality areas, including DEXA and IR, to support expanded imaging operations.
• Conducts periodic evaluation of workflows, makes recommendations for corrective measures and leads implementation. Measures effectiveness of implementation and adjusts as needed. Ensures that staff is engaged and trained to execute remedy as appropriate.
• Responsible for site’s drug inventory and ensure accurate daily reconciliation. Monitors supply utilization across multiple modalities and partners with Finance to identify purchasing outliers or cost variances.
• In conjunction with the Technician Manager, ensures that all diagnostic and therapeutic equipment in the department are maintained in good working order and routine services are completed. Coordinates maintenance and readiness for IR, DEXA, and additional modalities (e.g., MRI, CT, Mammography, Ultrasound, X-ray, PET) as needed to minimize operational disruptions.
• Conducts and documents regular meetings and in service with the staff to communicate and reinforce new and existing practice policies and procedures to ensurealignment across all assigned modalities and sites.
• Responsible for template building and provider scheduling changes for sites.
• Functions as an EPIC "Super User" all aspects of front-end, clinical and billing components of application to provide guidance to physicians and support staff.Builds and maintains ongoing working relationships with staff, management, clinical and physician members of the practice to facilitate positive staff morale and support provider productivity. Supports supervisory and lead-level staff overseeing DEXA, IR, and related imaging services to ensure consistent operations.
• Oversees practice workspace cleanliness and safety according to practice standards. Escalates any issues to Environmental Services, Engineering, Central Sterile, Materials Management, etc. and ensures follow through. Follow and adhere to Infection Prevention & Control guidelines as appropriate.

Strategy

• Supports strategic performance management by continuously assessing and interpreting key operational, clinical, and revenue cycle KPIs. Identifies performance gaps and champions high-impact improvement initiatives that enhance workflow efficiency, financial performance, and care delivery.
• Drives operational excellence by designing and deploying sustainable practice optimization strategies. Applies Lean, Six Sigma, and other performance-improvement methodologies to evaluate end-to-end processes, strengthen revenue cycle alignment, and elevate staff performance. Ensures all initiatives support departmental, financial, and system-wide strategic priorities. Evaluates workflow needs tied to growing imaging services and expanded modality offerings.
• Provides leadership, coaching, and mentorship to supervisors and frontline teams. Cultivates a high-performance, patient-centered culture grounded in kindness, inclusion, integrity, accountability, and excellence. Designs staffing approaches that support multi-site, multi-modality coverage and future growth.
• Leverages enterprise-wide data sources—including patient activity databases, resource utilization metrics, and budget variance reports—to conduct trend analyses, forecast operational needs, and guide strategic decision-making. Assesses cost drivers, supply needs, and overtime utilization to maintain fiscal alignment. Translates insights into action plans that drive measurable improvements.
• Oversees and advances major projects and performance-improvement initiatives, serving as project sponsor, lead, or subject-matter expert. Partners with Revenue Cycle, Finance, IT, Clinical Operations, and Access teams to design integrated solutions that streamline processes, reduce friction points, and enhance overall operational and financial outcomes.
• Provides oversight of patient-experience and customer-satisfaction programs, modeling service excellence and ensuring consistent, high-quality interactions between staff, patients, and families. Implements targeted interventions to improve satisfaction metrics and service delivery standards.
• Recommends and monitors strategic targets for engagement, including patient-portal activation and utilization rates. Monitors adoption trends, identifies barriers, and leads cross-functional strategies to expand digital access, enhance patient engagement, and support organizational digital-health priorities.
• Represents the department on interdisciplinary committees and strategic workgroups, contributing operational insights and advocating solutions that improve care coordination, patient access, revenue integrity, and overall patient outcomes. Serves as a key liaison between administrative, clinical, and revenue cycle stakeholders to ensure alignment and execution of shared goals.

People

• Direct oversight of staff including recruiting and human resource management. Ensures approved HR strategy is implemented and adhered to. Ensures staff productivity benchmarks and quality measures are achieved. Develops remediation plans as needed. Establishes unit metrics and goals to measure effectiveness of retention strategies.
• Manages increased staffing volume and complexity associated with DEXA, IR, and expanded imaging services across all modalities (e.g., MRI, CT, Mammography, Ultrasound, X-ray, PET).
• Evaluates staff performance and competencies, approaching the performance review process constructively and conducts it in accordance with Human Resources and departmental guidelines and procedures. Offers continuing guidance and assistance to employees on work activities, procedures, competency development and performance-related issues as appropriate. Ensures leadership is kept aware of performance of each employee on an ongoing basis. Addresses any performance related issues promptly.
• Promotes staff professionalism and performance with coaching, training and feedback. Mentors others in individual and team accountability, modeling behavior and demonstrating best practices/techniques. Demonstrates self-development and keeps current on a variety of clinical management and health care topics.
• Acts as liaison between clinical sites, supporting collaboration with CU referring physicians, the Practice Administrator, and other Radiology locations across the Columbia/NYP/Cornell network.

Compliance

• Oversees and documents the implementation and compliance with institutional policies, procedures, programs, protocols, and systems to provide an efficient and accurate patient encounter which improves the medical office’s effectiveness and the quality of patient outcomes.
• Compliance oversight of Article 28 practices.
• Lead and participate in monthly tracer activities to support continuous readiness and regulatory compliance.
• Ensures compliance with all regulatory agencies, departmental and organization policies and procedures for all staff, including tracking of Radiology regulatory certifications (ACR, Image Gently, Image Wisely, operating licenses, lab licenses, etc.).
• Ensures readiness for accreditation and regulatory review for advanced imaging areas, including radiation safety, DEXA calibration compliance, and IR procedure standards.
• Keeps current on all organizational, regulatory compliance and patient privacy trainings policies (e.g., infection control, public safety, EH&S, HIPAA, OSHA, etc.) and successfully complete all required trainings.
• Maintain patient privacy and confidentiality according to HIPAA requirements at all times.
• Ensure that Medical Center, Department and Service Corp policies and procedures are followed.
• Other duties as assigned

Minimum Qualifications

• Bachelor's Degree or equivalent of education and experience
• A minimum of 4 years of related experience in Radiology.
• Demonstrated working proficiency of a physician billing or third party payor environment and revenue cycle functions, clinical office procedures, medical terminology.
• Strong project management skills including planning and executing technical and operational project activities with cross-functional teams.

Preferred Qualifications

• Master's degree is preferred.
• Physician practice experience preferred.
• Experience with EPIC and clinical workflow optimization.