Center Operations Supervisor

Role Description

Center Operations Supervisors (COSs) are an important part of the Oak Street Health center leadership team. COSs direct the daily activities of staff, and assist the Practice Manager in managing operational initiatives to ensure the clinic achieves its performance objectives and delivers safe, high-quality patient care.

Core Responsibilities

Support front desk coverage and contributes to service team work

Monitor staff's attendance and absences and identify coverage plans for expected and unexpected absences

Monitor provider schedules daily to ensure smooth flow of patient visits

Manage the transportation schedule to maximize company resources and delivery on a positive patient experience

Complete daily operational rounds to confirm foundational activities have been completed

Monitor outstanding work queues, checklists and other performance indicators

Monitor front desk activities for completion, accuracy and quality including confirmation calls, copay collection and patient experience, and contributing to work, when needed

Help maintain the welcome space and community room to promote a positive patient experience and support growth

Own facilities management to keep the center safe, clean, and functional

Depending on the need of the center, manage hourly center staff ranging from front desk staff to medical assistants and phlebotomists

As invited by the practice manager, support the recruitment, hiring, onboarding, retention and performance management of the staff

Leverage practice dashboards and reports to identify areas for operational improvement

Structure and facilitate service and clinical team huddles

Engage in service recovery efforts, as needed and facilitate resolution

Champion new initiatives as workflows are improved and new services are added

Champion organizational operating procedures

De-escalate conflict as it arises, and seek resolution

Partner with other center leaders, including the Practice Manager and Medical Director to address staff performance and workflows

Other duties, as assigned

What are we looking for?

An exceptional ability to solve problems and think critically

Strong collaboration skills and demonstrated success working within a team

A flexible and positive attitude

Ability to work in a fast-paced, often ambiguous environment

A proactive and adaptable working style; able to take ownership of tasks

2+ years professional experience in a customer service setting

1+ year experience leading a team preferred

Proficient PC skills

Associate's degree required, Bachelor's degree preferred

US work authorization

Someone who embodies being 'Oaky'