Manager, Acute Care Services

Central Ohio Primary Care • Westerville, OH

8h

About The Position

The Manager, Acute Care Services is responsible for the operational, administrative and people leadership of COPC’s Same Day Centers and Pediatric Support Centers. These Centers extend primary care access during evenings and weekends, providing timely, high-quality acute care while reducing unnecessary Emergency Department (ED) and Urgent Care utilization. This role ensures appropriate acuity-based care delivery for adult and pediatric populations, seamless continuity with Primary Care Providers (PCPs), strong operational performance, and alignment with COPC’s value-based care strategy. The Manager serves as a key liaison between clinics, providers, ancillary services and the Central Business Office. POSITION(S) SUPERVISED : Manager, Same Day Center; Manager, Pediatric Support Center ESSENTIAL FUNCTIONS AND RESPONSIBILITIES: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

• Bachelor’s Degree in Healthcare Administration, Business Administration or other relevant field; or an equivalent combination of education and experience.
• At least five (5) years of experience in healthcare operations, clinic management and/or acute/ambulatory care.
• Demonstrated prior experience leading teams in a clinical environment.
• Active Ohio driver’s license with the ability to travel throughout COPC’s service area.
• Ability to learn new technologies and business concepts.
• Extensive knowledge of best practices regarding reporting, workflows, policies, procedures, systems, and culture in the healthcare environment.
• Extensive knowledge in all aspects of practice management including medical office policies/procedures, administrative operations and workflow optimization, revenue Cycle management, regulatory compliance and people management and workforce needs
• Ability to work and function in a complex healthcare environment with matrixed reporting relationships.
• Proficient in Microsoft Office applications (Outlook, Excel, Teams, etc.) and Electronic Health Records (Epic preferred).
• Strong analytical, problem-solving skills.
• Strong organizational skills, stakeholder engagement skills and customer service orientation.
• High functioning team skills, including active listening and rapport building.
• Excellent written and verbal communication skills, especially the ability to communicate effectively in stressful situations; ability to communicate with stakeholders at all levels and strong ability to communicate effectively with executive level management.
• Ability to identify opportunities for automation to elevate overall work level of teams.
• Ability to identify, document, resolve and/or escalate issues.
• Self-disciplined, energetic, passionate and innovative.
• Travel between multiple locations on short term notice required.

Nice To Haves

• Master’s Degree in Healthcare Administration or Business Administration.

Responsibilities

• Provide end-to-end operational leadership for Same Day Centers (SDCs) and Pediatric Support Centers (PSCs) locations; oversee daily operations including patient flow, facilities and equipment readiness; ensure clinics run efficiently and are safe and patient-ready.
• Lead and develop high-performing teams at the SDCs and PSCs, including interviewing and selecting new employees, coaching, training, professional development, conflict resolution and disciplinary action and follow-up; ensure completion of timely performance reviews and related actions for direct and indirect reports ensuring goal attainment.
• Lead onboarding for providers and staff across all sites; oversee provider and staff scheduling to ensure appropriate coverage for all shifts, maintain productivity and acuity alignment; conduct regular meetings with SDC & PSC management teams and healthcare providers to ensure execution established goals and objectives for these Centers.
• Serve as a mentor for direct and indirect reports and collaborate with other departments and staff to build relationships.
• Monitor/manage payroll processes and paid time off requests, being mindful of overtime utilization across staff and manage in accordance with department standards and budget adherence.
• Oversee workflow and processes that provide optimal support for patients and providers, maximizing efficiency, productivity and ideal patient outcomes.
• Partner with other departments to achieve business objectives and promote cross functional teamwork.
• Collaborate with internal and external stakeholders to support program goals and operational execution.
• Ensure SDCs and PSCs operate as true extensions of PCP practices.
• Address and resolve escalated patient and/or caretaker’s concerns while fostering a compassionate, service-oriented environment.
• Drive practice alignment with corporate strategy and initiatives intended to improve operational success, including but not limited to quality and financial success.
• Develop and oversee budget, volume and resource utilization review processes including regular assessments and reporting of financial and operational metrics to Executive Leadership Team (ELT) monthly and partnering with revenue cycle on best practices.
• Maintain reliable communication loops to keep PCPs informed of visits, treatments, and follow-up needs.
• Implement system enhancements, assess and optimize workflows as necessary, and share best practices to optimize healthcare processes.
• Proactively identify, address and escalate (when necessary) potential risks to providers and the site.
• Promote a culture of safety, inclusion, accountability and continuous improvement.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager