Position SummaryTo drive our growth and enable our excellence in care, we need leaders, developers and guides. Our vision is to provide excellent surgical and clinical care for every patient, every day. Every team member delivering or managing direct care provides superior clinical excellence. The Director of Operations is an integral member of this team and is responsible for the supervision, direction and coordination of the day-to-day administrative and operations of the clinic and any respective satellite locations.
Location: Proliance Puget Sound Orthopaedics (Lakewood, Tacoma & Gig Harbor)
**mileage and toll reimbursement when traveling away from home-clinic
Schedule: Monday - Friday, 8:00am - 5:00pm
Key Duties and ResponsibilitiesThe key duties and responsibilities of the Director of Operations include, but are not limited to:
- Develop and maintain a patient-focused customer service environment that maximizes patient, physician and employee satisfaction.
- Develop with Executive Director and/or Care Center Physician Leadership a plan for optimal staffing and structures of various departments ie, Front Desk, Patient Access, Surgery Scheduling, Eligibility, Benefits, and Authorizations, Revenue Cycle and Back office
- In collaboration with Practice leadership, Administrator/Executive Director, Human Resources, and the Physicians, as appropriate: recruit, hire, on-board, train, develop, coach, counsel and discipline employees to maintain optimum levels of service to our patients.
- Schedule, coach, supervise and guide staff to meet the daily operational objectives of the Practice, including flexing staff to meet or exceed the needs and goals of the Practice.
- Organize, monitor and delegate routine work flow of the clinic team, including phone calls, registration, co-pay and clinic cash collection, insurance verification, check-out, medical records, filing, scanning, indexing, dictation, paper/fax and mail distribution.
- Understands and develops appropriate benchmarks and or metrics to track staff productivity and presents on a schedule approved by Care Center Executive Director and Physician Leadership.
- Monitor flow of patients from check-in to check out to minimize delays. Oversee volume of patient interaction at all points of interaction from phones, check-in, and business office flow to reassign staff as needed to maximize service.
- Direct liaison with Practice leadership, Administrator/Executive Director and Physicians to assure that patient needs are met/exceeded, quality standards are maintained, costs are controlled and productivity is maximized.
- May act as a working supervisor as needed, with ability to fill in and perform the duties in applicable positions.
- Establish, maintain and update protocols and ensure that timely and accurate information is captured and disseminated to staff.
- Develop and implement initiatives related to quality, efficiency, teamwork and customer service. Plan, evaluate, recommend and implement new initiatives when appropriate.
- Develop role specific performance expectations, provide training and development plans and timely feedback for all employees, ensuring skill benchmarks are met or exceeded in timely manner. Conduct period performance review and development discussions, including annual reviews.
- Identify and implement opportunities to build employee morale, individual motivation and engagement. Work in direct collaboration with your Human Resources and Management Team to ensure progressive, fair and consistent policies are in place for the best associate outcomes.
- Develops and/or assists in developing budget(s) for assigned departments
- Recommends and tests potential workflow solutions, including software applications
- Assure clean and safe work environment that presents well to the public and protects staff.
- Develops strong inter-department teamwork to meet the needs of the patients and physicians and drive decision-making and other actions.
- Responsible for assuring customer/patient service needs are met. Monitors patient service feedback and contributes to the process of resolving complaints and service issues, and initiates patient experience improvement plan.
- Plans and initiates process improvement and cost reduction opportunities.
- Oversees or delegates ordering of office and medical supplies for the office. Ensures proper PAR levels are maintained and supplies are not stored in excess.
- Serves on at least one Proliance committee or workgroup.
- Perform all other duties as assigned
Education/Experience- Minimum of 5 to 7 years in a medical office setting, including three years' experience in a medical office Lead, Supervisor or Manager role required.
- Knowledge of business management and health care service processes from an Associates or Bachelor's degree in business administration, Management or Health Care Administration required. Relevant experience in previous leadership roles may be considered, in lieu of formal degree.
- Required knowledge of ICD and CPT coding and how it affects reimbursement from third party payers.
Knowledge, Skills and Abilities- Strong knowledge of medical terminology; completion of medical terminology or anatomy and physiology course/course work in related field preferred
- Demonstrated strong analytical troubleshooting and problem-solving skills
- Knowledge of Registration, Electronic Medical Systems and standard office machinery including computer systems and Microsoft based products.
- Demonstrated proficiency in all forms of communications and the development of strong interpersonal relationships.
- High emotional intelligence with superior communication skills
- Ability to integrate diverse teams with differing skill sets and personalities
- Ability to anticipate the needs of patients, providers, and staff
- Ability to solve complex problems
- Superior customer service skills
- Ability to adapt to changing volumes, staffing levels, regulations, policies and processes
- Strong leadership, training and mentoring abilities
- Promoting (leading by example) great interpersonal skills; modeling patience, composure and cooperation; working well with all patients, physicians and team.
- Advanced understanding of and adherence to all safety, risk management and precautionary procedures, including the consistent respect for confidentiality (HIPAA)
- Efficient use of time, with attention to quality, detail, accuracy and completion; skilled in delegation and organization
- Ability to establish and manage multiple priorities, coordinate work activities and exercise initiative.
- Creativity and resourcefulness in addressing problems and opportunities
- Willingness and ability to be flexible with working varied hours and dependable with attendance
- Ability to remove oneself personally from given situations, remaining objective
- Ability to adapt to change, delays or unexpected events while maintaining a positive mindset
- Ability to effectively present information and respond to questions from administrative and clinical staff, groups of managers, patients and physicians.
Work Environment/Physical DemandsThe work environment/physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
