Manager Non-Clinical Operations

Major Responsibilities

• Plans, manages, and coordinates daily operational activities of a nonclinical team to ensure provision of exemplary customer service and safe, high quality patient care.
• Uses strong analytical skills to ensure efficient operations by monitoring daily activities and analyzing operations data. Makes operational changes/recommendations as appropriate in response to productivity, acuity, trends, etc.
• Supports the organization and business unit’s mission, vision, values, and strategic goals by developing and implementing aligned processes with sustainment plans and outcome reporting.
• Collaborates with internal and external business partners to assure overall patient safety and consumer satisfaction. Responsible for tracking, trending, resolving, and communicating patient/stakeholder concerns and safety events.
• Develop, revise, implement and manage adherence to departmental policies and procedures in alignment with system policies, state & federal regulations scope of practice and top of license practice.
• Performs human resources responsibilities for team members which includes interviewing, hiring, promotions, performance improvement planning, performance evaluation, professional development, coaching, corrective actions, and separations. Responsible for team member engagement activities and outcomes.
• Responsible for management of operations and resources in a fiscally responsible manner and in alignment with established operational budgets. Assess impact of new business requests and make recommendations for resource requirements based on projected impact and current state capacity. Assist in the development of annual operational/capital budgets.
• Collaborate with internal and external business partners to identify new lines of service and/or initiatives. Responsible for developing business plans, structuring projects, performing detailed planning, and managing project execution for moderate to large sized initiatives.
• Responsible for understanding and adhering to the organization’s Code of Ethical conduct and for ensuring personal actions and the actions of team members supervised comply with the policies, regulations, and laws applicable to the organization’s business.

Education and Experience Required

• Education: Bachelor’s Degree in Business Administration or equivalent experience.
• Experience: Typically requires 5 years health care or contact center experience and 3 years supervisory experience.

Knowledge, Skills and Abilities Required

• Excellent interpersonal, problem-solving, and critical decision-making skills.
• Advanced computer skills to include Microsoft Office Suite and database applications. Functional experience with electronic medical record and telephony systems preferred.
• Demonstrated ability to work with a variety of individuals, skill sets and roles.
• Excellent written and verbal communication skills. Ability to tailor messaging for a variety of audiences.
• Excellent analytical, organization, prioritization, and critical decision-making skills. Ability to function effectively with a high level of autonomy.
• Demonstrated leadership skills including project management.
• Excellent customer service skills with the ability to effectively manage difficult situations and problem solve concerns with leaders, physicians, consumers, and patients.
• Ability to adapt to rapid change and effectively manage change within a multi-disciplinary team.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.