POSITION SUMMARY  

The Operations Manager is responsible for successful coordination of access to CDHC services.  The Operations Manager will implement, audit and oversee the people, processes and technology needed to schedule patients with providers and enabling services to include but not limited to, scheduling, health information management (HIM), and mobile health units. The Manager works to ensure coordination of services across service lines to create a seamless experience for patients.

POSITION-SPECIFIC COMPETENCIES/ESSENTIAL FUNCTIONS/DUTIES & RESPONSIBILITIES

• Ensure policies, procedures and practices are in place to demonstrate the Joint Commission Primary Care Medical Home designation (aka Primary Care Medical Home), especially as it relates to Patient-Centeredness and Access to Care requirements.
• Support organizational efforts to expand Telehealth efforts in collaboration with Operations Director and key members of leadership.
• Be available to, and provide day-to-day, oversight of direct reports. Including mentoring, coaching, professional development, real time feedback, and disciplinary action.
• Create systems, policies and procedures for scheduling, mobile health and HIM services that successfully support remove barriers to accessing health services at CDHC.
• Successfully assign human resources across CDHC system so that patients efficiently and effectively access services at all locations.
• Coordinate and collaborate with clinic coordinators and staff, business office, compliance and other departments that directly or indirectly contributes to the patient experience.
• Pursue Patient Integration and maintain open communication with the financial, operational, and service line management to ensure operational processes promote efficiency in the provision of patient care and are integrated across the organization.
• Relentlessly pursue customer service and customer satisfaction, including investigation of customer complaints and grievances, documenting and communicating with corrective action planning within department.
• Work collaboratively with leadership to continuously improve operational protocols, including redesigning workflows and staffing.
• Prepare and present reporting that measures the activities, outputs, outcomes and impact of the patient experience.
• Optimize the use of HRM (Heartland Report Manager, Intelichart and EPM reporting and ensure an effective flow of information to ensure that problems can be solved effectively and in a timely manner.  Implement plans to correct ineffective, inefficient or operational gaps.
• Demonstrate the ability to effectively communicate, lead change, collaborate, build consensus, exercise initiative, judgment, problem solving, planning and organizing and decision-making.
• Provide leadership and management of special projects, as assigned.
• Other duties, as assigned.

POSITION REQUIREMENTS

• Bachelor’s Degree in Health Services Administration, Business Administration, or Public Administration preferred. High School Diploma/ GED Required.
• 1-2 years’ experience working in a supervisory and management role preferred. 
• Demonstrated strength in project management, consensus building and sound decision making.
• Active and valid driver’s license
• Demonstrated experience in budgeting, financial management and human resources.
• Demonstrated mastery of critical thinking, analytics, and problem solving skills required.
• Demonstrated ability to interact and communicate effectively with individuals at various levels both inside and outside of the organization, often in sensitive situations.
• Proficiency with Microsoft Office – particularly Excel and PowerPoint.
• Within 3 months of being hired, Excellent knowledge of knowledge of Electronic Practice Management (EPM) and working knowledge of Electronic Dental Record (EDR), and/or Electronic Health Record (EHR) and other ancillary software
• Proficiency with meeting facilitation and project management
• Language: English fluency (Spanish, Burmese, Mai Mai and Sudanese language fluency a plus)
• Hours of Work:  Expect to work 40 hour a week minimum.  Some weekends required.
• Travel:  Some travel required.
• Exposure: While performing the essential functions of this job, the employee rarely is exposed to fumes or airborne particles and toxic or caustic chemicals.  Additionally, the employee may rarely be exposed to blood borne and other hazardous chemicals.  Finally, the noise level in the work environment can occasionally be quite loud.  In all cases personal protective equipment will be provided to the employee in combination with adequate ventilation and other engineering controls to minimize the risk of exposure or other hazardous occurrence.
• Physical: Reasonable accommodation may be made to enable individuals with special challenges to perform these essential functions.