Center Operations Supervisor

CVS Health•Detroit, MI

About The Position

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. Title: Center Operations Supervisor Company: Oak Street Health Role Description: Center Operations Supervisors (COSs) are an important part of the Oak Street Health center leadership team. COSs direct the daily activities of staff, and assist the Practice Manager in managing operational initiatives to ensure the clinic achieves its performance objectives and delivers safe, high-quality patient care.

Requirements

An exceptional ability to solve problems and think critically
Strong collaboration skills and demonstrated success working within a team
A flexible and positive attitude
Ability to work in a fast-paced, often ambiguous environment
A proactive and adaptable working style; able to take ownership of tasks
2+ years professional experience in a customer service setting
1+ year experience leading a team preferred
Proficient PC skills
Associate's degree required, Bachelor's degree preferred
US work authorization

Responsibilities

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

Benefits

Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

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