Operations Manager

Description

Mission:

Virginia Urology will provide access to individualized, quality, and compassionate urological care from a highly specialized and diverse teams while maintaining a fulfilling work environment.

Overall Objective: 

The Southside Operations Manager provides strategic, operational and administrative oversight for an assigned region, ensuring exceptional patient care through efficient workflows and seamless coordination across administrative and clinical departments within assigned locations. This role is responsible for optimizing daily operations and improving timely access to care and patient flow, including identifying workflow challenges and making recommendations for process improvements. The Operations Manager partners with physicians, organizational leadership, and Clinical Nurse Managers to advance operational efficiency, quality outcomes, patient satisfaction and financial performance while leading by example and fostering a culture of empowerment, accountability, collaboration, professionalism, urgency and continuous improvement.

Principal Activities and Expected End Results: 

Administrative Operations Leadership

• Provide leadership and oversight of daily office functions, patient flow, scheduling process and administrative workflows to support efficient operations at home office location.
• Serve as the primary operational liaison between assigned site locations and the Director of Administrative Operations.
• Provide direct daily oversight to the front office staff including participating in employment decisions, monitoring staffing and addressing performance issues through employee coaching/counseling, corrective actions, and conducting performance evaluations.
• Ensure staff consistently follow organizational policies, site protocols, customer service expectations and compliance requirements.
• Develops and maintains the job knowledge to perform the essential job responsibilities of the front office staff, including but not limited to patient check-in, registration and check-out duties, along with other administrative tasks assigned to the front office team.
• Standardize administrative workflows and best practices while identifying workflow challenges and recommend process improvements to the Director of Administrative Operations.
• Serve as the administrative leader for patient care issues, operational challenges and emergency response.

Leadership and Talent Development

• Lead and develop Office Coordinators as direct reports across multiple regional locations. 
• Assist with onboarding training, cross-training and competency development to maintain adequate coverage and operational continuity. 
• Collaborate with executive leadership to develop workforce, recruitment, retention and succession strategies.
• Partner with Human Resources and executive leadership on performance management and organizational change initiatives. 
• Facilitate effective communication between staff and leadership while helping to implement operational initiatives and organizational changes.
• Lead, coach and develop staff to promote accountability, engagement, and professional growth.
• Foster a positive, collaborative culture that supports organizational goals and exceptional patient care.

Quality, Patient Safety, and Regulatory Compliance

• Partner with executive leadership to advance quality, patient safety and regulatory initiatives.
• Ensure compliance with HIPAA requirements and other organizational policies and procedures.
• Collaborate with Compliance and Risk Management to swiftly resolve emerging operational issues and addressing arising concerns. 

Financial Management

• Partner with executive leadership in budget planning, financial stewardship and resource allocation.
• Monitor staffing, productivity, supply utilization and operational performance.
• Maximize time of service and balance collections at the front desk.

Patient Experience

• Promote a culture of exceptional patient service and compassionate care.
• Respond to and resolve complex patient inquiries and concerns and ensure that problems are resolved promptly and appropriately in collaboration with providers and executive leadership.
• Monitor patient satisfaction and implement service improvement initiatives. 

Strategic Leadership

• Participate in organizational planning, leadership meetings, and cross-functional initiatives.
• Lead implementation of new administrative programs, technology and operational improvements.
• Support practice growth and standardization across assigned office locations and the entire practice.
• Serve as a liaison between providers, administrative and clinical staff, and executive leadership.

Education and Professional Development

• Participate in educational and professional development sessions facilitated by Human Resources and executive leadership.
• Facilitate administrative staff development to promote internal growth within the organization.

Additional Responsibilities

• Effectively perform other duties, assignments and special projects as requested by executive leadership.

Requirements

Minimum Knowledge, Skills, Abilities and Experience: 

Education

• Bachelor’s degree preferred or equivalent professional experience.

Experience

• At least three years’ experience supervising clerical/administrative staff in healthcare operations setting.
• At least three years’ experience working with an EHR.

Skills

• Strong healthcare operations knowledge
• Strong time management skills.
• Ability to prioritize tasks appropriately.
• Strong communication skills and able to manage conflict as well as difficult conversations
• Ability to think critically and make decisions with a sense of urgency. Ability to effectively manage competing priorities across multiple site locations.
• Ability to lead through organizational change.
• Ability to maintain confidentiality and exercise sound judgement.

Desirable Knowledge, Skills, Abilities and Experience: 

• Strong leadership and team management skills.
• Proficiency with Electronic Health Record (EHR) systems.
• Proficiency with Microsoft Office Production Suite-Outlook, Teams, Word, Excel.
• Thorough understanding of HIPAA and other regulatory requirements.
• Demonstrated experience managing complex practice/site operations, departments, or multiple locations.
• Experience working collaboratively with physicians and advanced practice providers.

Prior Work Experience: 

Three or more years of leadership or management experience overseeing administrative operations.

Physical Requirements: 

Requires the ability to sit, stand and walk throughout the workday. Visual and hearing acuity required to receive and act on instructions, use a telephone and computer. Requires repetitive hand motion (keyboarding and operating a mouse). Requires frequent travel between assigned locations. Must be able to move throughout clinical and administrative practice environments. Ability to lift and or move items weighing up to approximately 25 pounds. May occasionally require work outside of normal business hours to address urgent operational needs, practice openings, system implementations or other organizational priorities.

Other Information: 

The Operations Manager is expected to maintain a regular presence throughout assigned locations and serve as a visible, accessible leadership resource for providers, managers and employees. The Operations Manager will also exhibit strong initiative, personal accountability, and ability to independently identify and execute improvement opportunities. 

Full benefits package including competitive compensation, health insurance, PTO, retirement plan and personal development support.

We are an Equal Opportunity Employer and are committed to a diverse and inclusive workplace.

Compensation Range:  $82,000.00 - $99,250.00, based on experience