Chief Operating Officer

OUR MISSION

We pursue excellence in the delivery of professional, compassionate, and complete eye care.

WHO WE ARE

As a comprehensive optometry, ophthalmology, and optical practice in the Central Valley for more than fifty years, Fogg Remington EyeCare’s provider team consists of a combined 11 ophthalmologists and optometrists. One of the largest vision care providers in the Central Valley, we provide care to our Valley’s residents across four clinics located in Fresno, Clovis and Madera, in modern facilities using state-of-the-art equipment, including AR, lensometry, OCT, Visual Fields, Corneal Topography, SMAP, Optomap, Optilight IPL, IOL Master/A-Scan, etc.

POSITION SUMMARY

The Chief Operating Officer (COO) is a key executive, overseeing the practice's operational management and strategic direction. Overseeing Patient Service and Clinic departments, the COO manages day-to-day operations, ensuring all aspects of patient care are delivered in a timely, accurate and courteous fashion. This includes the creation and implementation of operational SOP’s, training, and associated performance metrics that ensure accurate collection of patient information; management of referral and authorization processes and adherence to insurance and regulatory requirements; and clinical standards of excellence in the delivery of care, resulting in efficient clinic operations and patient satisfaction.

The COO is a key driver in quality assurance to optimize patient care, enhance the patient experience, and instill a culture of constant performance improvement. They collaborate with the Executive team and business owners to contribute to strategic planning, and make data-driven decisions.

DEPARTMENTS/OPERATIONAL UNITS

The COO directly oversees the following departments and their operational units/teams:

1.    Patient Services: Scheduling, medical reception

2.    Clinic: Optometry, ophthalmology, surgery scheduling, contact lenses

3.    Quality Assurance: Risk Management and compliance, patient experience, auditing

ESSENTIAL FUNCTIONS, DUTIES, and RESPONSIBILITIES

• Operational Management: Oversee the day-to-day operations of designated departments/operational units, ensuring efficient and effective delivery of eye care services. Develop and implement operational strategies, policies, and procedures, and identify and implement relevant training in order to deliver excellent patient care and realize operational efficiencies that ensure timely delivery of service and downstream patient collections.
• Continuous Improvement: Utilize data analysis techniques to extract insights, identify trends, and make data-driven decisions that support the organization's strategic goals. Streamline operational workflows and processes to enhance efficiency and productivity. Identify bottlenecks, implement effective systems, and utilize technology solutions to optimize workflow, reduce errors, mitigate costs, and enhance revenue streams.
• Team Leadership and Development: Lead and mentor the team, fostering a culture of collaboration, continuous improvement, and professional growth. Provide guidance and support to Managers and staff members on operational matters, patient care protocols, and performance management. Conduct regular performance evaluations and provide feedback to enhance employee performance and development.
• Personnel Management and Employee Experience: Ensuring a positive and engaging work environment for all employees by focusing on onboarding, work environment, development opportunities, recognition, work-life balance, engagement, communication, support, feedback, and organizational culture.
• Patient Experience: Collaborate with the CEO to establish a patient-centric culture and ensure the consistent delivery of high-quality eye care. Implement initiatives to improve the patient experience, including appointment scheduling, check-in/out procedures, patient education, and follow-up processes. Monitor patient satisfaction metrics and implement strategies to address any areas for improvement.
• Quality Assurance and Risk Management: Develop and implement quality assurance programs and protocols to ensure the delivery of safe and effective eye care services. Identify and mitigate risks related to patient safety, data security, and operational integrity. Monitor and address compliance or risk management concerns within the eye doctor's office.
• Regulatory Compliance: Ensure compliance with all applicable laws, regulations, and other relevant industry standards. Stay updated with the latest regulations and implement necessary changes to maintain compliance. Collaborate with members of the Executive team, providers, and other key stakeholders to address any legal or regulatory issues.
• Financial Acumen: Possess an understanding of financial management principles and practices. Monitor financial performance, budgeting, and resource allocation to ensure financial stability and growth. Identify cost-saving measures and revenue enhancement opportunities while maintaining high-quality patient care.
• Technology Utilization: Stay abreast of emerging technologies – including artificial intelligence – and trends in healthcare to leverage innovative solutions that improve operational efficiency, patient care, and data management.
• Facilities Management: Collaborate with the CFO to oversee the management of maintenance operations, ensuring compliance with safety regulations, implementing preventive maintenance plans, overseeing vendor relationships, and budgeting for facility maintenance. Ensure the office environment is clean, safe, and conducive to providing high-quality eye care services.
• Vendor Management: Manage relationships with vendors, suppliers, and service providers relevant to eye care operations. Negotiate contracts, evaluate vendor performance, and resolve any issues or discrepancies. Implement improvements to streamline processes, enhance efficiency, and reduce costs related to vendor services.

Additional Responsibilities

• Participate in ongoing professional development as provided by the Company and self-directed learning.
• Has not been sanctioned or excluded from participation in federal or state healthcare programs by a federal or state law enforcement, regulatory, or licensing agency.
• Maintain confidentiality by safeguarding ePHI and demonstrating HIPAA compliance to our patients.
• Ensure that HIPAA privacy policies are clearly understood and followed.
• Present a positive view of FRE to the community.
• May be scheduled to work at different locations as necessary, reporting to the location at beginning of the day.

EDUCATION and EXPERIENCE

Education

• Required: Bachelor’s degree in Business Administration, Healthcare Administration, Health Sciences or relevant discipline, or comparable experience.
• Preferred: Master's degree in Business Administration, Healthcare Administration, Public Administration, Finance, or other relevant discipline.

Experience

• 7 years of experience in healthcare management (operations, administration, etc.) (required).
• 3-5 years of experience leading management level teams (required).
• 2-4 years plus experience overseeing operational teams of 30 staff, directly or through a supervisory/management structure (required).
• Experience leading teams in complex organizations, across multiple operating units (required).
• Experience leading change initiatives at a department and/or multi-department level (required).
• Experience developing and administering multi-million dollar budgets (required).
• Personnel Management (employee engagement, recruitment and retention, coaching/performance improvement, professional development, disciplinary actions, etc.) (required).

KNOWLEDGE, SKILLS, and ABILITIES

• Understanding operational processes in a medical/clinical practice office, including patient experience, patient care, scheduling, and regulatory compliance.
• Demonstrated ability to modernize operations through strategic use of artificial intelligence, improving access, efficiency, and financial performance in a multi-specialty eye care environment.
• Knowledge of developing and implementing policies/standard operating procedures, accounting for relevant industry regulations/laws, multi-department processes, etc.
• Highly competent/Expert level familiarity with Microsoft 365 (Word, Excel, Outlook). Excel competencies include database development, writing formulas, VLook-up functions, etc.
• Principles of systems thinking and process improvement, change leadership/management, organizational development.
• Understand principles of patient experience across the patient journey, multiple departments, and through the patient’s overall life cycle.
• Strong leadership, strategic thinking, and decision-making skills.
• Excellent communication and interpersonal abilities to collaborate with staff and stakeholders.
• Knowledge of budgeting, revenue cycle management, and financial reporting.
• Ability to lead and mentor a diverse team and foster a culture of collaboration.
• Strong ethical standards and adherence to industry regulations.

WORK ACTIVITIES, STYLES, and REQUIREMENTS

Environmental Conditions

• Indoors in a typical office environment approximately ninety-five percent (95%) of the time.
• Frequent computer use at the workstation for up to two hours.
• Frequently work at a fast pace with unscheduled interruptions.
• May occasionally move (walk or drive) from one work location to another.

Physical Demands

• Use one or two hands to grasp, move, handle, control, feel, and assemble objects, tools, or controls.
• Use fingers to grasp, move, or assemble very small objects.
• Ability to walk, sit, stand, stoop, crouch, and climb stairs.
• Ability to move and lift up to 10 pounds.
• See the differences between colors, shades, and brightness.
• Visual Acuity (Far/Near).
• Regular and Consistent Attendance.