Service Line Manager- COPC Sports, Spine & Joint

The Service Line Manager provides strategic oversight and leadership for CSSJ, which includes driving growth, managing and overseeing financial performance and physician alignment across all CSSJ sites and service lines (e.g., Orthopedic Urgent Care, Pain Management & Rehabilitation, Pain Clinic). This position serves as a liaison with CBO departments and with the Regional Business Manager (RBM) team to ensure continued strategic growth of the practice and MSK program. 

POSITION(S) SUPERVISED: Clinical Lead(s), Clerical Lead(s) and other designated Leads

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Oversee the CSSJ Leads ensuring timelines, deliverables, budgets, quality metrics and growth opportunities for the practice and service lines meet and/or exceed expectations.

• Lead and develop a high-performing team by providing strategic oversight and accountability for effective onboarding, performance management and merit increases, coaching, conflict resolution and disciplinary processes.

• Provide oversight and direction for staff training and development, ensuring Leads appropriately identify and address training needs for new and existing staff; promote mentorship and serve as a resource for Leads and staff; and foster collaboration and strong working relationships across departments.

• Assist with financial management, business planning, process improvement and relationship management for all CSSJ sites and service lines. 

• Strategize with Physicians, Operations, and CBO leadership to develop MSK program initiatives.

• Own service line-level financial performance and develop and oversee budget, volume and resource utilization review processes, including regular assessment and reporting of financial and operational metrics to Operations leadership.

• Collaborate in strategic planning with the goal of ensuring continued optimal alignment between the practice and CBO staff.

• Monitor and track demand across service lines to match growth needs and provides recommendations to Physicians to maximize quality of patient care.

• Represent CSSJ in Operations/RBM leadership meetings, serving as a two-way conduit that surfaces CSSJ priorities to Operations and translates Operations initiatives back to physicians.

• Lead cross-service line projects (new program launches, technology rollouts, workflow redesigns) as Business Process Improvement (BPI) initiatives with quantifiable objectives, outcomes and formal project management responsibility.

• Coordinate space utilization/building management including the design of additional space to meet the practice’s continued growth. 

• Continually assess practice operations and recommend changes in workflow, policies and procedures, programs, products and services; implement and support all COPC corporate policies and procedures.

• Complete bi-weekly payroll processing for Leads and as needed for all CSSJ staff; provide oversight of appropriate time use and monitors the need and frequency of overtime and float positions.

• Serve as liaison and primary point-of-contact by answering inquiries, providing information and addressing concerns.

• Coordinate with Revenue Cycle for management of accounts receivable, collections and billing issues. Oversee daily balancing, deposits and timely invoice payment.

• Participate in relevant meetings to collaborate with various CBO departments as necessary; collaborate with the CBO to promote effective relationships with patients, government agencies, vendors, insurance plans and all CBO departments.

• Drive practice alignment with COPC corporate strategy and initiatives intended to improve operational success including, but not limited to, quality and financial success.

• Create an environment of customer service and compassion that promotes exceptional patient experiences.

• Maintain strictest confidentiality and ensure compliance with HIPAA, OSHA, CLIA and all labor laws.

• Lead capacity and growth planning across service lines (staffing models, space, equipment) tied to demand forecasting.

• Participate in contract and vendor negotiations relevant to the service lines.

• Own physician engagement strategy through regular, structured touchpoints with physicians on strategic initiatives.

• Proactively identify, address and escalate (when necessary) potential risks to providers and the site, including but not limited to risks related to safety, budget, staffing, quality of care and accessibility.

• Perform other duties as assigned.

QUALIFICATIONS:

A. Education, Licensures, Certifications & Experience

• Required: At least seven (7) years of progressive office/practice management experience preferably in a medical office setting, including experience managing through subordinate managers or leads and across multi-site or multi-service line operations.

• Required: Bachelor’s degree in healthcare, business management or related field or equivalent education and experience.

• Preferred: Master’s degree in healthcare administration, business administration or related field (MHA, MBA).

B. Knowledge, Skills & Abilities

• Knowledge of principles and practices of health care planning and management sufficient to manage, direct, and coordinate the operation of a health care organization.

• High level of computer literacy; experience with Electronic Medical Records systems (Epic preferred).

• Knowledge of medical terminology preferred; knowledge of ICD-10 and CPT coding.

• Skill in establishing and maintaining effective working relationships with employees, policy-making bodies, third party payers, patients, and the public.

• Skill in exercising a high degree of initiative, judgment, discretion, and decision making to achieve organizational objectives.

• Skill in analyzing situations accurately and taking effective action.

• Skill in organizing work, making assignments and achieving goals and objectives.

• Skill in exercising judgment and discretion in developing, applying, interpreting and coordinating departmental policies and procedures.

• Ability to manage a large group of individuals.

• Ability to assume responsibility and exercise authority over assigned work functions.

• Ability to establish and maintain quality control standards.

• Ability to organize and integrate organizational priorities and deadlines.

• Financial acumen, including budget ownership and P&L literacy, sufficient to manage service line-level financial performance.

• Ability to work and function in a complex healthcare environment with matrixed reporting relationships, including travel between CSSJ sites on short-term notice as required.