Operations Lead, Express

Job Summary

In partnership with the Clinical Manager, Express Medical Director, and Supervising Physicians, the Operations Lead supports the successful management, operation, and growth of Excelsior Express across multiple locations. The Operations Lead serves as a working leader, balancing direct patient care responsibilities with operational leadership duties, including provider support, workflow optimization, staff development, and departmental initiatives. Administrative time will be allocated commensurate with operational responsibilities, staffing needs, and organizational priorities.

Duties and Responsibilities

• Demonstrate our Core Values of being Patient Centered, Team Focused, Service Driven, Accountable, and Innovative every day
• Provides day-to-day operational leadership and serves as the first point of contact for provider scheduling, workflow concerns, and operational issues, escalating matters to the Clinical Manager as appropriate.
• Perform all clinical duties of a Physician Assistant
• Manage team of PA and NP direct reports at multiple locations who are assigned to Express
• Co-lead operational meetings
• Schedule and facilitate Express team meetings as needed to ensure effective communication
• Develop strong interdepartmental teamwork to meet the needs of the patients and physicians
• Work closely with operations to ensure smooth workflows resulting in meeting or exceeding quality and efficiency metrics
• Build and maintain a positive communication flow with physicians and work as a team to enhance the success of Express
• Work closely with Human Resources to interview, select and train new clinical staff
• Monitor, coach, develop and evaluate performance of staff on an ongoing basis
• Assure customer/patient satisfaction is met; monitor patient satisfaction feedback and contribute to the process of resolving complaints and service issues
• When necessary, work closely with Patient Advocate to understand patient dissatisfaction and identify opportunities to be communicated to all staff as a learning opportunity
• Write and manage all staffing schedules for multiple locations; analyze volume trends to determine appropriate staffing levels at each location and make staffing recommendations accordingly
• Attend continuing education courses as requested
• Regularly review processes, recommend, and implement improvements/changes that enhance patient satisfaction levels and/or increase team member job satisfaction
• Perform any other duties assigned
• May require travel to other locations 

Requirements and Qualification

• Graduated from an accredited program, either Physician Assistant or Nurse Practioner
• Current NYS Physician Assistant or Nurse Practitioner License
• Min 5 years orthopaedic clinical experience required; closer to 10 year’s experience preferred
• Management experience preferred
• Proficient utilization of Microsoft® suite applications: Word, Excel, PowerPoint, Outlook, Teams
• EMR experience required
• Written and verbal communication skills required to effectively exchange information with team members

Physical Demands 

• Manual and finger dexterity and eye-hand coordination to enter data, provide patient care, and operate equipment
• Corrected vision and hearing within normal range to observe and communicate with patients, providers, and staff.
• Frequent reaching, stooping, squatting, bending, kneeling, and crouching
• Extensive standing and walking required
• Occasional lifting and carrying items weighing up to 10 pounds.
• Work environment may involve some exposure to hazards/physical risk
• Occasional exertion of 10 lbs or more of force

The pay range for this position is determined based on several factors, including the candidate’s years of experience, qualifications, training, licenses, designations, and the overall market conditions.

This job description does not state or imply that the duties and responsibilities listed are the only ones required of this position.  Team members in this role will be required to perform other job-related duties at the discretion of the employer and may have additional duties assigned as necessary.   

Excelsior Orthopaedics and Buffalo Surgery Center are committed to the full inclusion of all applicants.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. 

Salary : $90,000 - $180,000