Center Operations Supervisor

CVS Health•Irving, TX

About The Position

Center Operations Supervisors (COSs) are part of the Oak Street Health center leadership team. They direct daily staff activities and assist the Practice Manager with operational initiatives so the clinic meets its performance objectives and delivers safe, high-quality patient care. Depending on the center’s needs, the role may manage hourly staff, including front desk staff, medical assistants, and phlebotomists. The position supports daily clinic operations, service quality, staff coordination, facilities, and implementation of organizational procedures and initiatives.

Requirements

Exceptional problem-solving and critical-thinking ability.
Strong collaboration skills and demonstrated success working within a team.
Flexible and positive attitude.
Ability to work in a fast-paced, often ambiguous environment.
Proactive and adaptable working style, with the ability to take ownership of tasks.
At least 2 years of professional experience in a customer service setting.
Proficient PC skills.
Associate degree required.
US work authorization.

Nice To Haves

At least 1 year of experience leading a team.
Bachelor’s degree.

Responsibilities

Support front desk coverage and contribute to service teamwork.
Monitor staff attendance and absences and identify coverage plans for expected and unexpected absences.
Monitor provider schedules daily to ensure smooth patient visits.
Manage the transportation schedule to maximize company resources and support 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; contribute to the work when needed.
Help maintain the welcome space and community room to promote a positive patient experience and support growth.
Manage facilities to keep the center safe, clean, and functional.
Depending on the center’s needs, manage hourly center staff, including front desk staff, medical assistants, and phlebotomists.
As invited by the Practice Manager, support staff recruitment, hiring, onboarding, retention, and performance management.
Use practice dashboards and reports to identify areas for operational improvement.
Structure and facilitate service and clinical team huddles.
Participate in service recovery efforts as needed and facilitate resolution.
Champion new initiatives as workflows improve and new services are added.
Champion organizational operating procedures.
De-escalate conflict and seek resolution.
Partner with other center leaders, including the Practice Manager and Medical Director, to address staff performance and workflows.
Perform other duties as assigned.