DescriptionJob Summary The Senior Manager Operations Outpatient Center provides leadership and oversight for departmental operations to ensure the delivery of efficient, high-quality services for both internal and external customers. Partners with operational, clinical, and administrative leaders to support effective day-to-day operations, promote service excellence, and advance organizational goals across the outpatient setting. Responsible for driving operational consistency, supporting performance improvement, and fostering a culture of accountability, collaboration, and customer service. Supports and upholds the Hospital's Mission, Vision, Values, Guiding Behaviors, Patient Bill of Rights, and Code of Business and Ethical Conduct.
Job Specific Duties - Implements the Outpatient Center strategic plans. Partners with the hospital, physicians, support services, external contractors, and various departments and leadership to implement focused market strategic initiatives and resulting business initiatives, in support and alignment with system wide strategic plan.
- Responsible and accountable for all operational functions within area(s) of oversight.
- Implements growth and expansion initiatives for outpatient centers. Partners with Director to support in identifying opportunities for new services, market expansions, and operational enhancements.
- Leads and supports strategic Security initiatives and other security and safety programs across all centers; ensures applications and concepts are standardized and sustained in all centers across three counties.
- Leads and implements Emergency Management initiatives across all centers; ensures applications and concepts are standardized and sustained across all centers across three counties.
- Leads and implements DNV initiatives across all centers; ensures applications and concepts are standardized and sustained across all centers across three counties.
- Leads and implements Maintenance, Environment of Care, Life Safety initiatives across all centers; ensures applications and concepts are standardized and sustained across all centers across three counties.
- Coordinates with stakeholders, multidisciplinary teams, and internal and external customers to create work relationships that drive performance and quality outcomes in a timely and effective manner. Works to promote a team concept within the departments and hospital wide.
- Provides operational leadership for complex multi-million-dollar construction and facility development projects across a multi-site outpatient network, coordinating stakeholders to support successful project delivery and facility readiness.
- Completes annual performance appraisals and three-month probationary competency ratings within NCHS guidelines for direct reports.
- Responsible for the development of Facility Budget for designated area(s). Creates, forecasts, develops, and manages capital and operational budgets with input from service line and Director approval.
- Monitor monthly financial statements, budget variance reports, productivity measures, and other financial indicators to ensure sound fiscal management and report any variances, positive or negative, in monthly operating review.
- Manages landlord relationships for assigned centers to ensure productive collaboration, support, and timely building repairs within landlord's scope and contractual obligations.
- Manages contracted security, environmental services, and valet to foster a safe and standardized experience for patients, families, and staff. Annual review of contract with leadership to review performance, contract hours, opportunities for cost containment. Ensure contracted staff is onboarded to the assigned centers. Manage contracted staff knowledge and adherence to hospital policies and procedures.
- Develops, implements, and evaluates short- and long-term goals and objectives with Director.
- Develops, reviews, and revises departmental policies and procedures that meet department goals and objectives, and assures compliance with DNV and other regulatory agencies.
- Ensures compliance with all safety standards, quality, risk management, and infection control as required by regulatory agencies.
- Accountable to conduct center rounding to ensure compliance with DNV, accreditation agencies, patient satisfaction, cleanliness, and other operational areas.
- Supports new manager onboarding and training. Provides mentorship, guidance, advice, feedback, and support to other managers.
- Provides administrative leadership to assigned outpatient centers; supports the hospital's strategic plan, hospital-wide initiatives and guiding principles and monitors progress towards their achievement.
- Supports physician practice processes by facilitating leases, providing guidance on facility process, adjusting ancillary support services as needed, and collaborating with legal on rent allocations.
- Enhances visibility for all Outpatient Centers through involvement by serving as a community outreach ambassador. Collaborates with marketing in planning, coordinating, and implementing special events. Reviews and validates promotional materials and signage.
- Provides leadership support to OA for emergencies after hours, weekends, and holidays for their assigned centers.
Qualifications Minimum Job Requirements - Bachelor's Degree in Business, Healthcare, or related field
- 4-7 years of healthcare operations management experience
Knowledge, Skills, and Abilities - Management of ancillary/support services experience preferred.
- Ability to communicate effectively both verbally and in writing.
- Able to effectively supervise, coach, mentor, and develop staff.
- Able to relate cooperatively and constructively with customers, physicians, senior leadership, staff members, and other hospital personnel.
- Excellent analytical and fiscal abilities to administer complex budgets, resolve complex fiscal and administrative issues, and implement short/long term goals.
- Excellent consultative and collaborative skills to best partner with teams throughout NCHS, physicians, patients/families, and others from the community to achieve organizational goals.
- Sound understanding of management and health care issues in an outpatient health care setting.
