Operations Manager -Administration pediatrics

Nemours Children's Health•Wilmington, DE

3d•Onsite

About The Position

This position is responsible for providing operations management for assigned divisions in the Department of Pediatrics. This entails providing leadership, organization, planning, direction, and coordinated administration to the operational aspects of the assigned divisions. This position exists to support the AVP, Administrative Director, and Division Chiefs. The Operations Manager plays a lead role in operations improvements by functioning as an analyst, facilitator and/or project manager as required; ensures that improvements are made in operational practice to improve the quality of care provided through resources utilization, operational assessments and productivity management; collaborates and communicates with key members of the Practice and Organization as well as outside organizations, maximizes efficiencies through consistent policy application; provides oversight and/or direction to department supervisors; provides input in the development of the operation and capital budget for the department; is responsible for ensuring excellence in customer service in all areas.

Requirements

Bachelor's degree required
5 plus years of job related experience
Medical practice experience strongly preferred
Leadership experience required.

Responsibilities

Works collaboratively with the Administrative Directors in developing Standards of Practice within the Department of Pediatrics.
Assists in establishing standard practices, policies, and operating procedures to ensure a timely, efficient, and positive patient experience.
Evaluates work processes, time management, and efficiency of staff to maximize productivity and ensure maximum utilization of resources available.
Assists departmental leadership to attain performance measurement goals and clinical effectiveness targets and strategies annually.
Project Management as required.
Participates in the development and administration of the operation and capital budget for the department.
Monitors systems, identifies opportunities to improve services, writes reports, makes recommendations, and implements changes to improve quality of care through resource utilization, operational assessments, and productivity management.
Collects data and information about patient access, prepares reports and analyses, and uses published standards to identify progress or adverse trends. Implements changes when needed.
Acts as an intermediary between patients, families, referring providers, community, departments, and staff.
Keeps and maintains access metrics for each area relative to wait times for patients, templates, next available appointment, etc.
Provides oversight and/or direct supervision to administrative support staff.
Participates in the recruitment and training of new associates and assures the development of associates through orientation and training programs and through work experiences.
Provides necessary training and education to ensure consistency of performance in all administrative areas.
Defines performance expectations for all administrative staff positions through the Performance Management System, including department-specific job descriptions and measurable performance standards.
Creates an environment that encourages and supports self-development and learning for all associates through regular feedback.
Makes recommendations on staffing levels needed to meet the demands of changing patient volumes and relevant data metrics to ensure performance standards are maintained.
Monitors accruals, overtime, and scheduled/unscheduled time off for the preparation and submission of staff and physician payroll in Kronos.
Processes and tracks accounts payable and reimbursement requests.
Submits and monitors all office, medical, and non-medical supply and equipment purchases.
Represents and demonstrates a commitment to excellence in Customer Service and Patient Experience within the Department of Pediatrics.
Identifies opportunities to improve services, makes recommendations, and implements actions. Includes participating in organizational service excellence initiatives.
Investigates, documents, and responds to customer complaints to identify opportunities to improve operational processes, quality of care, and patient satisfaction.
Monitors/ensures compliance of department personnel, financial, and administrative policies.
Embraces and consistently demonstrates Nemours Core Values.
Creates and supports an environment that fosters teamwork, respect, cooperation, accountability, and trust.
Performs other duties as required or assigned.