Operations Manager Behavioral Health & Developmental Medicine

Nemours • Wilmington, DE

104d

About The Position

This position is responsible for providing operations management for the Departments of Developmental Medicine, Psychiatry, Neuropsychology and Psychology. This entails providing leadership, organization, planning, direction, and coordinated administration to the operational aspects of the assigned departments. This position exists to support the Administrative Director of Behavioral Health and Developmental Medicine and the 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.
• Behavioral health experience preferred strongly preferred.
• Experience with behavioral health payor contracts and insurance knowledge preferred.

Responsibilities

• Developing Standards of Practice within Behavioral Health and Development.
• Assisting in establishing standard practices, policies, and operating procedures to ensure a timely, efficient, and positive patient experience.
• Evaluating work processes, time management, and efficiency of staff to maximize productivity and ensure maximum utilization of resources available.
• Assisting departmental leadership to attain performance measurement goals and assist departmental leadership to attain clinical effectiveness targets and strategies annually.
• Project Management as required.
• Participating in the development and administration of the operation and capital budget for the department.
• Monitoring systems, identifying opportunities to improve services, writing reports, making recommendations, and implementing changes to improve quality of care through resource utilization, operational assessments, and productivity management.
• Collecting data and information about patient access, preparing reports and analyses, and using published standards to identify progress or adverse trends.
• Acting as an intermediary between patients, families, referring community, departments, and staff.
• Keeping and maintaining access metrics for each area relative to wait times for patients, templates, next available appointment, etc.
• Providing oversight and/or direct supervision to Behavioral Health and Development administrative support staff.
• Participating in the recruitment and training of new associates and assuring the development of associates through orientation and training programs and through work experiences.
• Providing necessary training and education to ensure consistency of performance in all administrative areas.
• Defining performance expectations for all administrative staff positions through the Performance Management System, including department-specific job descriptions and measurable performance standards.
• Creating an environment that encourages and supports self-development and learning for all associates through regular feedback.
• Making recommendations on staffing levels needed to meet the demands of changing patient volumes and relevant data metrics to ensure performance standards are maintained.
• Evaluating work processes, time management, and efficiency of staff to maximize productivity and ensure maximum utilization of resources available.
• Monitoring accruals, overtime, and scheduled/unscheduled time off for the preparation and submission of staff and physician payroll in Kronos.
• Processing and tracking accounts payable and reimbursement requests.
• Submitting and monitoring all office, medical, and non-medical supply and equipment purchases.
• Representing and demonstrating a commitment to excellence in Customer Service and Patient Experience within the Department of Pediatrics.
• Identifying opportunities to improve services, making recommendations, and implementing actions.
• Investigating, documenting, and responding to customer complaints to identify opportunities to improve operational processes, quality of care, and patient satisfaction.
• Monitoring/ensuring compliance of department personnel, financial, and administrative policies.
• Embracing and consistently demonstrating Nemours Core Values.
• Performing other duties as required or assigned.

What This Job Offers

• Industry: Hospitals
• Education Level: Bachelor's degree