Outpatient Services Operations Manager

Silver Hill is transitioning to a new Applicant Tracking System!

If you wish to apply for this position, please submit your application through our Workday portal using the following link: https://silverhillhospital.wd108.myworkdayjobs.com/careers/job/New-Canaan-Connecticut/Outpatient-Operations-Manager_2025-R106

Please note: Applications submitted through ADP will not be considered.

The Operation Manager is an integral member of Outpatient Services. The individual shall be responsible for ensuring that all operations processes, from pre-admission to discharge, are managed smoothly.  This individual will also serve as the principal liaison among Patient Accounts, Business Development, and Marketing to assist in the coordination of patient flow in the outpatient space. The primary goals of the position are ensuring optimal patient census and examine processes should census become sub-optimal, coordinate with leadership in outpatient services to ensure that patient flow is efficient, and improve outreach for outpatient services.

Duties/Responsibilities:

• Understand the process of pre-admission, admission, and discharge of patients in outpatient services through continuous training and completing an orientation of programs
• Collaborates with the Director of Outpatient Services, serve as a point person for Admissions and Business Development regarding leads and prospective admissions; provide or arrange for consultation and/or feedback in a timely manner.
• Ensures quality communication and dialogue between members of the Outpatient Department and the multidisciplinary teams within outpatient services and throughout the hospital, with the intent of providing an exceptional, seamless, and high quality patient experience.
• Ensures all policies and procedures for outpatient services are updated and reflect best practices.
• Works cross-functionally with clinicians and administrative staff to ensure that quality clinical care is being provided consistently, and in accordance with quality standards of care.
• Ensures team participation in daily morning huddle to communicate discharge and census updates.
• Joins with Patient Experience department on initiatives identified through patient and family feedback.
• Develops and expands program services, monitors need for services and identifies market opportunities.
• Conducts regular staff meetings 
• Ensures quality communication and dialogue between members of the Outpatient Department and the multidisciplinary teams within outpatient services and throughout the hospital, with the intent of providing exceptional, seamless, and high-quality patient experience.
• Identifies opportunities for new, revised, or enhanced services, and collaborates with Clinical Operations, Business Development, and other stakeholders in implementing changes to programming or workflow.
• Coordinates with inpatient and Residential staff for current patient referrals regularly, and help design policies and procedures that create a seamless continuum of care.
• Meet and build relationships with Patient Accounts, Business Development, Admissions, and Marketing
• Handle all non-clinical portions of patient flow in Outpatient Services
• Covers for Office Manager when out by answering patient phone calls, etc.
• Improve census in outpatient services by engaging in community outreach and building relationships with SHH residential and inpatient teams
• Service as project manager for additional programs added in Outpatient Services 
• Assist with ensuring that Outpatient Services is complying with regulatory requirements
• Improve efficiency of the Bedboard and manage its updating 
• Manage coverage assignments for clinicians 
• Build and maintain positive working relationships with providers outside of Silver Hill Hospital.
• Maintain knowledge of new developments in the mental health field, anticipating potential impacts on patients and adapting continuing care strategies accordingly.
• Develop strategies for increasing opportunities to meet and talk to mental health providers
• Attend Admissions, Clinical Leadership, and other necessary meetings on behalf of Outpatient Services
• Work closely with Office Manager, Director of Outpatient Services, and Clinical Leadership

The previous duties are illustrative and not exhaustive.  The omission of specific statements of duties does not exclude them from the position if the work is similar or a logical assignment to the position.

Required Skills/Abilities: 

• Must have the ability to function optimally in a stressful environment, and the ability to remain calm in emotionally charged situations.
• Knowledge of software programs for personal computer use, especially word processing, email, and spreadsheets (salesforce and outlook knowledge preferred)
• Knowledge and experience of the range and type of services available to mental health clients.
• Ability to prepare, implement presentations.
• Strong problem solving skills and the ability to carry out assigned projects to their completion.
• Strong interpersonal skills, including the ability to communicate effectively both verbally and in writing, establishing and maintaining effective working relationships, gaining cooperation and resolving conflicts. 
• Ability to plan and organize workload, manage deadlines of him/herself.
• Ability to maintain and demonstrate ethical professional standards and demeanor, including the confidentiality of employee and patient data, patient boundaries, and other sensitive information.
• Demonstrated competence with, and continued commitment to respect for cultural differences and diversity, protecting patient rights.

Education/Experiences:

• Experience in operations and project management required.

Silver Hill Hospital (“SHH”) is fully committed to equal employment and advancement opportunities for all present employees as well as for applicants in all phases of the employment process (recruitment, hiring, assignment, conditions of employment, compensation, benefits, training, promotion, transfer, discipline, and termination). Therefore, except in any cases of bona fide occupational qualification or need, SHH will act without regard to race, color, religion, national origin, age, sex, marital status, status as a protected veteran, sexual orientation, gender identity or expression, pregnancy, past/present history of mental disorder, intellectual disability, physical or learning disability, genetic information or any other characteristics protected by applicable law, (unless it is shown by supervisory personnel that a disability prevents performance of the work involved or may result in undue hardship) in all aspects of the employment process and relationship. This policy is based on the understanding that an applicant can handle the job requirements. Employment decisions will be based on merit, qualifications, and abilities.