Operations Manager

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Position Summary

The Operations Manager is responsible for successful coordination of access to CDHC services. The Operations Manager will implement, audit, and oversee the people, processes, and technology needed to schedule patients with providers and enabling services to include, but not limited to, scheduling, health information management (HIM), and mobile health units. The Manager works to ensure coordination of services across service lines to create a seamless experience for patients.

Responsibilities

• Ensure policies, procedures and practices are in place to demonstrate the Joint Commission Primary Care Medical Home designation (aka Primary Care Medical Home), especially as it relates to Patient-Centeredness and Access to Care requirements.
• Support organizational efforts to expand Telehealth efforts in collaboration with Operations Director and key members of leadership.
• Be available to, and provide day-to-day, oversight of direct reports. Including mentoring, coaching, professional development, real-time feedback, and disciplinary action.
• Create systems, policies and procedures for scheduling, mobile health and HIM services that successfully support removal of barriers to accessing health services at CDHC.
• Successfully assign human resources across CDHC system so that patients efficiently and effectively access services at all locations.
• Coordinate and collaborate with clinic coordinators and staff, business office, compliance and other departments that directly or indirectly contribute to the patient experience.
• Pursue Patient Integration and maintain open communication with the financial, operational, and service line management to ensure operational processes promote efficiency in the provision of patient care and are integrated across the organization.
• Relentlessly pursue customer service and customer satisfaction, including investigation of customer complaints and grievances, documenting and communicating with corrective action planning within department.
• Work collaboratively with leadership to continuously improve operational protocols, including redesigning workflows and staffing.
• Prepare and present reporting that measures the activities, outputs, outcomes and impact of the patient experience.
• Optimize the use of HRM (Heartland Report Manager, Intelichart and EPM reporting) and ensure an effective flow of information to solve problems effectively and in a timely manner. Implement plans to correct ineffective, inefficient or operational gaps.
• Demonstrate the ability to effectively communicate, lead change, collaborate, build consensus, exercise initiative, judgment, problem solving, planning and organizing and decision-making.
• Provide leadership and management of special projects, as assigned.
• Other duties, as assigned.

Position Requirements

Seniority level

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