Job Description Summary:

Job Description:

JOB SUMMARY

The Regional Operations Manager has overall responsibility for the business functions essential to the on-site operations of Community Health Center, Inc. Ultimately the role is responsible for developing and implementing strategies to leverage our site-based services to become sources of growth, exceptional customer service, high quality of care, and fiscal soundness based on programs delivered. Further, the role will ensure our sites continue to be recognized pillars of healthcare and outreach in the neighborhoods we serve.

ROLE AND RESPONSIBILITIES

• Directs, leads, and supervises the Operations Managers in the region in support of organizational commitment to quality patient care and service, efficient and effective operations and achievement of company productivity financial and patient satisfaction targets.
• Partners with clinical and site-based leadership, as well as clinical support functions, to achieve team goals related to appointment access, appointment utilization, patient satisfaction, and wait time.
• Works collaboratively with site management and Patient Accounts/Billing to improve revenue cycle performance to meet short term strategic goals and to provide analytical analysis and create written guidelines, policies and procedures.
• Directs engagement with site-based employees to standardize workflows and best practices across the agency.

• Identifies and recommends new approaches, tools and programs to achieve industry best practices.
• In collaboration with Clinical and Operations leadership, defines, implements and continuously improves organization-wide policies and procedures to achieve organizational goals and industry best practices.
• Under the direction of the Chief Operating Officer, participates in strategic discussions and leads teams in executing workflow and technological advancements including virtual check-in, self-scheduling, patient waitlists, patient satisfaction surveying, IT platform upgrades and new operations initiatives.
• In collaboration with the Chief Operating Officer, recommends, implements and monitors site based KPIs to drive departmental success.
• Works effectively with Regional VPs regarding community engagement activities
• Analyzes detailed reports as needed. Proactively makes recommendations for process change improvements based on data analysis.
• Establishes and maintains culture of customer service/patient care that demonstrates fundamental respect, cultural competency and practice management standards that meet and exceed patient expectations.
• Implements agency policies and procedures related to office administration and ensures full training of all personnel on both policy and execution of policy.
• Develops agency operational capabilities and resources through participation in agency committees and project teams.
• Facilitates team development and cross-agency collaboration among Operations and clinical staff

• May perform other duties and responsibilities as necessary

QUALIFICATIONS

• Required Skills and Education

• Bachelors degree or equivalent required

• Minimum of five (5) years progressive supervisory or management experience in the healthcare services setting, including experience in operations, reimbursement, and project management
• Prior experience with EHR including clinical/practice management/revenue cycle
• Experience with delivery care via telehealth platform appointments and virtual patient communication preferred
• Familiarity with federal, state and private insurance carriers and payer regulations
• Process/procedure development, implementation and improvement skills
• Strong managerial competencies in the areas of leadership and team development, managerial coaching, mentoring, and situational assessment skills with a proven track record in building and developing high performing teams
• Superior judgment, negotiation, and decision-making skills
• Strong critical thinking skills and ability to proactively identify problems and pose solutions
• Very strong proficiency using Microsoft Office products. Strong analytical ability.
• Experience working with business intelligence teams and reviewing data sets to participate in operational decisions.
• Effective communication at all levels in the organization with strong oral, written and negotiation skills
• Six Sigma, Lean, and Project Management Professional (PMP) certifications a plus.

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT

• Minimal physical effort. Must be able to operate computer and telephone continuously. Regular regional travel as necessary.

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