Operations Administrator

You’re more valuable than ever – And that’s just how we’ll make you feel.

Summary

At Mercy-GoHealth Urgent Care, we place the needs of our patients first by providing an effortless patient experience, a welcoming culture of care, and seamless integration with market-leading health systems and our communities.

This role is responsible for coordinating, planning, organizing and executing our daily operational needs. This means partnering with the Leadership team to support the following operational functions: provider and staff onboarding; provider and staff scheduling; payroll processing; financial management; assisting with patient service recovery; and driving other key operational tasks and projects. We are seeking a team member who thrives in a growth culture and will help support and enhance our day-to-day operations to ensure that we can meet or exceed our key performance indicators (KPIs).

The Operations Administrator will be responsible for supporting center operations for all staff and providers and is expected to perform and provide periodic coverage for all Operations functions outlined below, including others that may not appear here. The specific working hours and schedule for this role will be set out in an offer letter prior to hire (e.g., Mon-Fri, 6am-2pm, or 12-8pm).

Essential Duties and Responsibilities

• Scheduling & Payroll
  • Manages and optimizes schedules based on center coverage needs and team member preferences.
  • Supports time-off requests using departmental guidelines.
  • Ensures payroll information is accurate and collaborates with the payroll team to resolve issues including reconciliation of timecards.
  • Tracks and reports center patterns in a variety of platforms to assist leadership in managing to KPIs such as volume, trends, attrition rates, and center productivity and to determine scheduling and operational needs.
  • Supports Operations team in workforce management to cover “open shifts” due to sick calls, patient volume-based schedule changes, weather, or other unplanned events.
• Credentialing and Onboarding:
  • Assists Health System partners and Onboarding Specialists with compliance programming, such as tracking licensing requirements and supporting credentialing programs as needed.
  • Guides new hires and existing Team Members through licensing and credentialing processes and gathers necessary documents.  
  • Interfaces with talent acquisition, health system administrators, and new hires regarding privileging/credentialing and licensing programs, sharing information and ensuring transparency, accountability, and alignment of processes. programs
  • Monitors onboarding timelines and communicates when issues arise with all parties involved.
  • Coordinates Physician and Advanced Practitioner supervisory agreements as required by the health system partner.
  • Welcomes newly hired team members to Mercy-GoHealth and announces new hires to the team.
  • Coordinate with Onboarding Specialists to schedule training/precepting shifts. Assists Learning and Development with orientation activities as needed.
  • Coordinates and communicates orientation information and dates; initiates specified touch points with new hires and provides support through the onboarding process including training schedules and onboarding to systems (e.g., payroll, scheduling, medical records).
  • Coordinates system set up (e.g., payroll, scheduling, medical records) with Mercy-GoHealth and hospital system partners.
• Administrative support
  • Supports provider administrative needs such as expense reporting, ordering supplies (e.g. scrubs, prescription pads, nametags), processing time off requests, etc.
  • Maintains licensing information in coordination with health system partner.
  • Requests/processes provider status changes in coordination with the health system partner
  • Provides center support as needed, including, but not limited to, site maintenance tasks (e.g., managing inventory, ordering supplies) to ensure centers have access to the appropriate resources.
  • Oversees and follows up on helpdesk tickets related to both Information Technology and Construction/Facilities department.
  • Reviews patient satisfaction metrics and supports Operations leaders and Customer Experience in service recovery.
• Process improvement:
  • Seeks feedback from recruiters, health system credentialing/privileging representatives, Team Members, and other key stakeholders on processes. Reviews and acts upon feedback.
  • Re-designs inefficient steps within processes under their control.
  • Keeps informed on national trends in relation to onboarding, Team Member integration, and related workforce operational matters.
• Public Relations:
  • Provides marketing and logistical support for special events and outreach projects (open houses, physician events, public lectures, etc.).

Qualifications

Required:

• High School Diploma or equivalent required.
• 1 year of administrative experience required.

Preferred:

• Bachelor’s degree preferred.
• 3+ years of administrative experience preferred.
• 5+ years of health care experience preferred.
• Scheduling experience in a medical environment preferred.
• EPIC EMR experience preferred.
• Previous provider liaison or medical office/group experience preferred.

Knowledge, Skills, and Abilities

• This role is patient facing and health system partner facing and requires excellent judgment, interpersonal, and communication skills
• Microsoft Office Suite; Word, Excel and Power Point
• Scheduling and/or payroll system knowledge
• INTERPERSONAL – Develops and maintains excellent working relationships and possesses exceptional judgment
• ORAL COMMUNICATION - Expresses information (ideas or facts) to individuals or groups effectively; listens to others and responds appropriately
• PROBLEM SOLVING – Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations
• SELF-MANAGEMENT – Sets well-defined and realistic personal goals; displays a high level of initiative, effort, and commitment towards completing assignments in a timely manner; works with minimal supervision; is motivated to achieve; demonstrates responsible behavior
• TECHNICAL COMPETENCE – Uses or gains knowledge necessary to perform the major functions of the role as described above
• WRITING – Recognizes and uses correct English grammar, punctuation, and spelling; communicates information in a succinct and organized manner; produces written information that is appropriate for the intended audience.
• CUSTOMER SERVICE – Demonstrates and delivers exceptional service to health system partners, patients, and internal stakeholders in a professional, courteous, accurate, complete, and timely fashion
• TEAMWORK/COLLABORATION – Demonstrates skills and abilities in team/project- oriented activities.
• RELATIONSHIP MANAGEMENT – Maintains good communication and a positive relationship with Team Members at all levels of the organization and all health system partner liaisons.

Physical: 

• Will require the extended use of screens/computers & office equipment
• This role requires the ability to perform a range of physical activities throughout a shift, including: 

General 

• Stand, walk, sit, drive frequently, visit centers 

Motion 

• Bend, squat, and reach frequently 

Lifting/Carrying 

• Lift/carry up to 50 pounds 

Pushing/Pulling 

• Push/pull up to 50 pounds 

Other: 

• Sit and stand for long periods of time 

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Note: This job description is not inclusive of all the duties of the position. You may be asked by leaders to perform other duties. Management reserves the right to revise this position description at any time.

Equal Employment Opportunity Statement

The Company and its affiliates, joint venture partners and entities under common management are Equal Opportunity Employers. They do not discriminate based on race, color, religion, national origin, age, sex, disability, veteran status, sexual orientation, gender identity, or any other protected status under federal, state, or local law.

ADA Accommodation Statement

Reasonable accommodations are available for qualified individuals with disabilities upon request. This role defines success by achieving essential function outcomes, not by the method of completion.

Compliance Statement

This job will be performed consistent with ADA, FMLA, FLSA, and other applicable federal, state, and local laws regulating employment.

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All qualified persons are granted an equal opportunity for employment without regard to race, color, religion, sex, sexual orientation and gender identity or expression, age, national origin, citizenship status, disability, genetic information, medical condition, family care leave status, pregnancy or pregnancy-related condition, otherwise qualified disabled or veteran status. The company will comply with all fair employment laws in each of the jurisdictions where we conduct business.
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