Director of Operations

Position: Director of Operations General Summary of Duties: Responsible for providing leadership to the Clerical and Clinical departments while ensuring the practice is managed and performing efficiently and effectively.

Immediate Supervisor Title: Chief Executive Officer or Administrator

Education: Master's degree in a relevant field (preferably MBA) with at least ten years of experience with business/management responsibilities.

Responsibilities:

• Manages the clerical and clinical departments with a significant focus on improving the business aspects of healthcare operations.
• Collaborates with administrative staff and providers to optimize efficiency of a variety of related services for patient initial and follow-up for appointment scheduling.
• Establishes and implements policies, objectives, and procedures for department.
• Reports on department results and outcomes to the CEO.
• Establishes quantitative and qualitative metrics, guidelines, and standards for evaluating the company's efficiency and effectiveness and identifies opportunities for improvement within the clerical and clinical departments.
• Oversee and participate in staff planning and decisions, including hiring, training, supervision, and evaluating personnel and their work.
• Develops budgets including recommendations for staffing and department needs.
• Creates provider call and office schedules and templates.
• Ensures appropriate reimbursement by staying abreast of billing, collections, and patient matters as well as Medicare/Medicaid regulations.
• Suggests, develops, and implements clerical and clinical department goals and standards.
• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
• Meets call center financial objectives by estimating requirements and performance.
• Provides management and leadership of clerical and clinical staff and processes with a tactical emphasis on centralized functions such as training, IT support and customer analytics.
• Oversees product evaluation, procurement, and inventory management for clinical supplies, instruments and equipment.
• Monitor staffing levels, credentials and skills to ensure the organization functions with a high degree of patient safety while balancing efficiency of labor costs needed to complete job assignments.
• Analyzes and develops weekly recommendations for patient scheduling and uses staffing requirements, call center and operations schedules to determine required staffing levels to ensure the organization's ability to meet operations goals.
• Analyzes best practice implementations to ensure consistent improvement of product and service delivery.
• Works with third party vendors to execute the technical configuration for a blended call center environment, including inbound patient care calls, interactive voice response and system design for optimal performance.
• Ensures work environments are adequate and safe.
• Implements policies and procedures that will improve day-to-day operations.
• Oversees call center, medical receptionists, and benefit coordinators, ensuring each is reaching goals set by departmental and company leadership.
• Plans, directs, controls, implements, evaluates, and monitors each area within the clerical department to achieve financial objectives as it relates to accounts receivable.
• Communicates and explains new directives, policies, or procedures to managers; for major changes, meets with entire clerical staff to explain changes, answer questions, and maintain morale.
• Improves customer service and satisfaction through policy and procedural changes.
• Leads coordination and integration of efforts among the clerical department for customer service areas to produce smoother workflow and more cost-effective business processes.
• Projects a positive image of the organization to employees, customers, industry, and community.
• Performs other related duties as assigned.  

Requirements:

• Excellent written and verbal communication skills with proven success collaborating with all levels of employees and patients.
• Ability to present to a diverse audience including Board, Senior Management and Support Staff.
• High developed leadership skills combined with the ability and willingness to be an individual contributor.
• Detail-oriented with the understanding of effective management amongst multiple subsections of a department.
• Superior interpersonal skills.
• Superior managerial and diplomacy skills.
• Extremely proficient in Microsoft Office Suite or related software.
• Knowledge of the Electronic Health Record (EHR) system, development and functionality. Experience specific to AthenaOne preferred.
• Excellent organizational skills and attention to detail.
• Excellent analytical, decision-making, and problem-solving skills.
• Self-directed, resourceful, critical thinker and results-driven.
• Ability to multi-task several projects and deliver favorable results under pressure.

Mental/Physical Requirements: Involves standing, walking, bending, grasping, manipulating, and squatting. Occasional need to lift patient during transfer/turn process with or without assistance. Stress can be triggered by workload and complex cases.