MANAGER OF OPERATIONS, COMMUNITY HEALTH CENTER

Cook County•Chicago, IL

About The Position

The Manager of Operations, Community Health Center works closely and directly with the Physician Leader, plans, directs, organizes, and controls activities within Cook County Health (CCH) community health center and/or for service line. Oversees all aspects of center operations and provision of patient care services including management of clinical, administrative, and interdisciplinary staff, patient access and flow, resource allocation and the quality service delivery for assigned area. Is accountable for staff management, financial performance, labor productivity, adherence to patient access and practice standards, quality improvement, and regulatory compliance. Responsible for effectively and independently initiating, delegating, supervising, and monitoring functions within the center, including resource allocation, work assignments, determination of daily work priorities and actions required to meet deadlines and resolve problems. Responsible for 24-hour administrative management accountability and day-to-day management of multi-provider group(s) practices or service line. Establishes collaborative partnership with physician site leadership to achieve system goals and objectives for the practice or service line. Works with Nursing leadership on implementation of approved clinical practices and standards This position is exempt from Career Service under the CCH Personnel Rules

Requirements

Bachelor’s degree from an accredited college or university
Three (3) years of experience in a health care environment or clinical practice
One (1) year of supervisory or management experience
Experience working with budgets
Proficiency using Microsoft Office (Word, Excel, Outlook)
Travel to various Cook County Health and CCH work sites
Ability to work flexible schedules, including evenings and weekends
Thorough knowledge of management principles and practices
Knowledge of business operations and experience leading project teams
Thorough knowledge and understanding of the Health Insurance Portability and Accountability Act (HIPAA) to ensure the protection of the confidentiality and security of healthcare information for all patients
Knowledge utilizing Microsoft Office Suite (PowerPoint, Word, Excel, and Outlook)
Excellent management and leadership skills.
Excellent verbal and written communications skills
Skilled in time management as it relates to situations that have competing priorities.
Ability to work independently and simultaneously manage multiple complex projects
Ability to function as a role model for clinical excellence.
Ability to assign, prioritize, review and evaluate the work of a variety of employees, including internal employees, vendors, consultants, and combinations thereof.
Ability to calculate budget estimates necessary to evaluate costs.
Ability to train by presenting concepts and demonstrating tasks.
Ability to multi-task and meet deadlines in a fast paced and stressful environment.
Ability to maintain a professional demeanor and composure when challenged.
This position requires travelling to work assignments throughout Cook County for which the employee must provide his or her own adequate means of transportation.
Must be able to work flexible hours including nights and weekends.

Nice To Haves

Previous work experience in a union environment
Certification in one or more of the following areas: Certified Medical Manager, Certified Physician Practice Manager, Certified Medical Practice Executive, Certified Medical Office Manager, or Certified Administrator in Physician Practice Management

Responsibilities

Manages and oversees all aspects of center operations and provision of patient care services
Accounts for staff management, financial performance, labor productivity, adherence to patient access and practice standards, quality improvement, and regulatory compliance
Reviews routine and ad-hoc reports that provide information on practice volumes, cycle time, provider productivity, fiscal year (FY) statistics, sharing information with staff
Maintains and approves provider templates to ensure they meet the standards set forth by System goals; discusses variances with lead provider and develops action plan as required
Ensures that all practice Provider and ancillary encounters are billed within the established timeframe
Manages center’s operating and capital budget, monitors personnel and general expenses, responding to variances
Ensures that staff fully utilize IT systems and are up to date on CCH registration and insurance plans requirements
Prepares and posts schedules in a timely manner to ensure adequate staffing coverage on a daily basis
Monitors vacancy and turnover rates. Develops action plans to meet daily requirements that provide appropriate standards of care
Recommends adjustment for ongoing staffing model in accordance with care needs of the population
Audits staff productivity and develops established benchmarks for performance- addresses performance deficits with individualized staff improvement plans
Maintains Attendance and Tardiness Records; prepares and administers discipline for abuse of policies and procedures and non-adherence to clinical practice standard
Conducts monthly meeting with staff to discuss System generated information, reports and other pertinent information presented in management and leadership meetings. Maintains records of meetings, including attending roster
Ensures staff meets PCMH and clinical practice requirements, including providing patient access, doing daily huddles, patient screening, pre visit planning, reminder calls and follow-up calls to increase show rates
Oversees and maintains timekeeping for staff and maintains acceptable levels of overtime
Handles Patient Complaints and initiates Recovery; documents, tracks patient concerns and conducts patient interviews and follow-up
Responds to EMERS reports in an acceptable time frame
Monitors Press-Ganey data regularly. Reviews and disseminates to staff with subsequent plans to improve the patient experience
Converses and engages patients to collect feedback and to address concerns related to patient experience
Tracks patient activity daily through dashboard, identifying trends
Orders all medical consumables, office supplies, printed forms, according to established procedures for P-Suite
Maintains inventory of all office and clinical supplies; Ensures appropriate storage in accordance with safety and regulatory requirements
Submits invoices for payment to vendors for supplies, services and equipment received
Implements evidence-based standards of clinical practice to support PCMH concepts, population health, quality improvement and the Triple AIM (excellent quality and service and efficiency)/ simultaneously improving the health of the population, enhancing the experience and outcomes for the patient, and reducing per capita cost of care
Tracks clinical performance indicators and develops action plans
Identifies opportunities for process improvement and initiates improvement efforts within the clinic to increase or exceed established metrics
Performs other duties as assigned