Operations Manager

Excelsia Injury Care•Monroeville, PA

7h•Onsite

About The Position

Born in 1993, Excelsia Injury Care’s mission is to restore quality of life through patient-centric care and support for those injured in motor vehicle or work-related accidents. With over 100 patient care centers across the Mid-Atlantic, Midwest, and Mountain West regions, our vision is to be the leading provider of injury care, setting the standard for excellence in every community we serve and expanding access to high-quality care nationwide. At Excelsia, we deliver the full continuum of outpatient care within one seamless, connected system. Our diverse team of medical specialists offers a wide range of treatment services, covering medical, orthopaedics, neurology, rehabilitation, diagnostic, and surgical. We are committed to supporting patients through personalized support, detailed documentation, and outcome-oriented care coordination to make the recovery process easier. With Excelsia, patients are never far from the care they need—with the compassion they deserve. Founded on the values of respect and trustworthiness, we are committed to delivering services that adhere to the highest legal, regulatory, and ethical standards. As responsible corporate citizens, we integrate environmental, social, and governance (ESG) considerations into our business practices, ensuring that we positively impact the healthcare companies we serve, our employees, and the communities we reach.

Requirements

Bachelor’s degree required
Knowledge of advanced work-related subjects
Successful completion of corporate orientation program
Strong verbal and written communication abilities
Five or more years in a related supervisory capacity
1-2 years of medical experience in an administrative/legal/physician office setting
Previous computer skills to include (data entry, word perfect, etc.)
Ability to maintain a strong confidentiality profile
Ability to project a strong corporate image
Ability to recognize emergency medical and non-medical situations
Ability to identify and resolve customer relation problems
Ability to identify and resolve clinical problems
Ability to remain calm in emergency situations
Ability to form interpersonal relationships (i.e. establish rapport with others)
Ability to manage time effectively by setting priorities
Ability to anticipate problems before they arise
Ability to anticipate patient/physician/corporate needs
Mathematical ability to perform required calculations
In the event Employee does not maintain the insurance coverage required under this Policy & Procedure, and/or does not maintain a valid license to operate a motor vehicle, that Employee shall not be eligible for mileage reimbursement and is barred from operating any motor vehicle in furtherance of Company business. Operating a motor vehicle in furtherance of Company business without a valid state-issued driver’s license to do so and/or maintain insurance of the type and amounts set forth herein shall subject the Employee to immediate disciplinary action up to and including termination.

Responsibilities

Ensure smooth operation of medical offices
Ensure sufficient staffing at medical offices at all times
Oversee hiring of all location support staff and providers for the Pittsburgh region
Work with COO-PA & Market President to expand the region through De Novo offices and JV opportunities
Ensure accessibility and availability for office managers during business hours. Weekly onsite presence at all locations
Ensure quality of operations and accuracy of all office paperwork (e.g. patient information/insurance, flow sheets, patient information, billing superbills, mail, correspondence and other)
Optimize inventory levels and support office managers in inventory management
Ensure processes are in place to guarantee office records (e.g. OSHA, employee files maintenance, etc.) are maintained and current
Ensure offices are neat, clean and maintained according to Excelsia standards
Ensure all office staff is properly trained according to Excelsia standards
Ensure that problems are resolved in a timely fashion
Provide administrative support to departmental physicians/administrators
Act as a liaison between compliance, BSO staff and providers to ensure that audits and retraining are completed (e.g. dictation)
Investigate patient complaints that are reported to Compliance related to operational issues
Improve office processes and manage the implementations
Ensure financial and operational objectives of offices are realized
Monitor Key Performance Indicators (KPIs) daily and react to needs
Provide regular reporting in accordance with Excelsia standards
Manage and trouble-shoot corporate, providers, patient, family, attorney and other inquiries
Uphold the company’s mission to provide exceptional patient care, and leads in a way that aligns with the company’s ESG goals
May work as a back-up office manager or office support staff as needed
Perform other duties and assignments as directed and/or as necessary
Responsible for ensuring that direct reports complete any company-required trainings by deadline to maintain compliance
Conducts regularly scheduled one-on-one meetings with direct reports to provide support, address challenges, and foster professional growth.
Leads recurring team meetings and ensures timely completion of annual performance reviews, delivering constructive feedback to support individual and team development.
Lead with integrity by upholding our core values and ensuring that all operations align with legal, regulatory, and ethical standards. Foster a culture of corporate responsibility by incorporating Environmental, Social, and Governance (ESG) principles into business practices, positively impacting the patients we serve, our employees, and the communities we reach.
Represent and market the Company’s services to the business and insurance community.
Maintain existing business relationships to promote the consultative, efficient delivery of health services to patients and clients.
Generate new business relationships to promote the consultative, efficient delivery of health services to patients and clients.
Assist the “Marketing Team” in development of sales and customer service plans and ensure their successful completion.
Create and execute a customer service plan that clearly identifies customer requirements, effectively communicates with other Company personnel, documents and resolves customer complaints, maintains existing customer relationships and increases the type of services by existing customers.
Acquire and maintain a complete understanding of the personal injury field and workers’ compensation regulatory issues that drive the industry
Maintain a current profile of the local market including, but not limited to, marketplace demographics, potential customers and healthcare providers competitive with the Company.
Represent the Company in local community and business trade groups, associations, and other forums.
Attend sales meetings and functions outside of regular business hours.
Manage a variety of projects assigned by the market COO. Other duties as assigned