Operations Manager

NeighborHealth • Boston, MA

7d • $70,720 - $110,240 • Onsite

About The Position

The Operations Manager supports the administrative and medical directors with department development, workflow monitoring, and continuous improvement. The role helps measure improvement efforts aimed at maximizing health center revenue and improving the patient experience, while ensuring the department delivers quality services consistent with the health center’s mission, policies, procedures, and professional standards. The manager works with IT to request, create, and modify reports that support patient care and staff performance, and assists with day-to-day department operations.

The position coordinates staff and provider schedules, supports physician coverage for evenings, weekends, and holidays, monitors staff compliance requirements and professional productivity, and manages departmental reporting and workflow processes. It also supervises and evaluates assigned staff, supports performance reviews and peer review, contributes to improvement projects and budget planning, and serves as a liaison with internal departments.

The role requires a bachelor’s degree in health care administration or a related field, or relevant experience; a master’s degree is preferred. Healthcare customer service experience is a plus, as is prior ambulatory management experience. The salary starts at $70,720 and may reach $110,240 based on experience. The position is full-time and based at 20 Maverick Square – Cradock Building in the Family Medicine department.

Requirements

• Bachelor’s degree in health care administration or a related field, or relevant experience.
• Strong computer skills.
• Exceptional customer service and problem-solving skills.
• Excellent communication and interpersonal skills.
• Strong organizational and time-management skills.
• Awareness and appreciation of continuous improvement processes.
• Awareness of state-of-the-art technology for solving operational issues.
• Analytical skills to review reports and identify trends or issues.
• Ability to work in a fast-paced environment while performing multiple tasks simultaneously.
• Maintain excellent punctuality and attendance.

Nice To Haves

• Master’s degree preferred.
• Direct customer service experience in health care is a plus.
• Prior ambulatory management experience preferred.

Responsibilities

• Support the administrative and medical directors with department development and workflow monitoring.
• Help measure continuous improvement efforts intended to maximize health center revenue and improve patient experience.
• Ensure the department delivers quality services in accordance with the health center’s mission, policies, procedures, and professional standards.
• Work with IT to request, create, and modify reports that support patient care and staff performance.
• Create, enter, and adjust templates and schedules.
• Assist with physician coverage for evenings, weekends, and holidays.
• Develop and distribute the on-call schedule with the medical director when needed, and coordinate on-call activities as needed.
• Reassign primary care providers as needed.
• Monitor and follow up on mandatory staff compliance items, including CPR and PPD requirements.
• Monitor professional staff productivity using existing reports and helping create new reports as needed.
• Coordinate schedules for nurses, medical assistants, and clerical support, including processing planned and unplanned time-off requests.
• Evaluate staffing and workflow daily to determine staffing needs.
• Approve payroll in Workday as needed and as directed by the Administrative Director.
• Manage and communicate employee schedules and FTE grids with the medical staff office and payroll.
• Coordinate staff orientation to the department’s EMR/MIS, security access forms, mandatory classes for new employees, and provider numbers; communicate staff assignments and access levels to IT.
• Evaluate workflows with the Administrative and Medical Directors to improve efficiency.
• Help directors prepare information for staff performance evaluations; schedule and prepare for provider reviews.
• Coordinate the department peer review process.
• Collaborate with IT to collect patient-care data and create and manage performance reports, including immunization, vital signs, and medication reconciliation reports.
• Monitor daily support activities, including mail and patient flow.
• Supervise and evaluate assigned department staff.
• Work with other departments to identify ways to improve patient flow and departmental efficiency.
• Support continuous improvement and special projects, gather relevant statistics, solicit staff input, and involve staff in implementation as appropriate.
• Liaise with internal departments, including Finance, Human Resources, Clinical Teams, Medical Records, Interpreter Services, Facilities, Purchasing, Administration, and Compliance.
• Maintain punctuality and attendance, promote teamwork, demonstrate self-direction and self-motivation, and solve problems independently or seek consultation when appropriate.
• Provide outstanding customer service when interacting with NeighborHealth customers.
• Follow NeighborHealth and departmental policies and procedures, and participate in required departmental activities and meetings.
• Participate in the yearly budget process.
• Comply with Standards of Conduct, Joint Commission policies, and applicable laws related to the position and employment.
• Safeguard the confidentiality of patient and employee information.
• Follow safety policies and procedures, including fire, electrical, ergonomic, body mechanics, and material-handling safety.

What This Job Offers

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