Business operation manager

Job Description

Principal Duties: Financial Management: 1. Develops, proposes, and manages operational budget and capital budget. 2. Manages accounts payable in an accurate and timely manner.

3. Maintains inventory control processes and facilitates purchasing in accordance with established procedures. 4. Manages facility assets in a responsible manner. 5. Understands and adheres to all financial policies and procedures, and leads others to do the same and Maintains financial literacy relative to ambulatory care and industry trends.

Human Resources: 6. Responsible for payroll accuracy and timely approval. 7. Conducts job interviews and employee selection in a manner that supports effective staffing.

8. Performs onboarding and orientation with new staff to promote employee engagement and staff productivity. 2 PRIMARY RESPONSIBILITIES 9. Conducts staff and provider rounding on a regular basis and initiates activities to promote employee and physician engagement.

10. Utilizes formal and informal recognition resources to recognize staff and provider accomplishments. Demonstrates accountability and follows through on assignments, projects, and tasks. 11. Conducts training activities with staff and providers to support operational functions.

Maintains effective staffing levels and adequate scheduling. Information Management: 12. Utilizes billing systems effectively to oversee invoicing, reporting and financial reconciliation.

13. Maintains and ensures optimized utilization of telephone systems. 14. Ensures compliance and appropriate utilization of information technology resources. 15. Utilizes information technology to ensure accurate coding processes.

16. Performs and participates in audits to ensure compliance and minimize organizational risk. 17. Understands and abides by privacy laws (i.e. HIPAA) and organizational policies and procedures regarding health information management, safeguarding protected health information (PHI). Utilizes online resources, including intermountain.net, effectively.

Leadership: 18. Provides operational leadership in a manner that promotes a consistent, effective culture. 19. Demonstrates effective written, verbal and electronic communication that is professional in both content and delivery.

20. Leads in a manner that promotes positive physician relations and encourages physicians and others to have a voice. 21. Maintains functional relationships with others throughout the organization to draw upon their expertise and resources effectively. Inspires and motivates others toward organizational and personal goal achievement.

22. Demonstrates effective interpersonal skills. Clinical Care Management: 23. Exemplifies and promotes positive patient relations.

24. Understands and empower frontline employees and providers to utilize effective service recovery, as needed. 25. Promotes care delivery processes that are harmonious with the organization's healing commitments. 26. Optimizes healthcare delivery processes to streamline an efficient patient flow.

3 PRIMARY RESPONSIBILITIES 27. Understands quality improvement tools and methodology (i.e. 100% participation) and utilizes the same to improve both the delivery of extraordinary patient care and operational processes. 28. Participates in, promotes, and utilizes patient feedback mechanisms, including patient perceptions of quality (PPQ) surveys, to ensure extraordinary care.

29. Ensures patient care is delivered in accordance with clinical policies and procedures. Patient Care Delivery Systems: 30. Understands the clinical programs concept and implements accordingly.

31. Implements and monitors identified quality measures to promote effective patient care delivery. 32. Promotes safety and security in all facilities by conducting regular safety inspections and monitoring the work environment for potential hazards and maintenance issues. 33. Actively participates in emergency preparedness activities, including drills, simulations, and training with staff and providers.

34. Ensures that material safety data sheets (MSDS) are accessible and that staff is familiar with workplace hazards and the process of responding to workplace exposures, accidents, injuries, and illnesses. 35. Takes responsibility for all physical facility maintenance, including building repair, landscaping, and housekeeping. 36. Ensures that preventative maintenance, repairs, etc. are completed on a regular basis on all equipment, as required.

Accounts Receivable Management: 37. Understands and utilizes financial assistance practices, training staff and providers to do the same. As necessary, coordinates accounts receivable activities with the Central Billing Department.

38. Understands and utilizes approved collection practices in the back office, training staff and providers to do the same. 39. Understands and utilizes financial best practices, training staff and providers to do the same. 40. Understands and utilizes approved registration practices in the front office, training staff and providers to do the same.

41. Understands and utilizes financial scorecard measures to benchmark, monitor, and improve financial and operational performance. 42. Ensures accurate and compliant coding practices, training staff and providers to do the same, as applicable. Other Management Responsibilities: 4 PRIMARY RESPONSIBILITIES

43. Explores feasibility and practicality of innovations in patient care delivery and patient-provider interactions, (i.e. on-line customer interface). 44. Leads and initiates marketing activities to promote services, facilities, and providers within the communities served. Provides and promotes positive public relations.

45. Actively participates in quality improvement initiatives. Customer Service: 1. Greets customers in courteous, friendly, respectful and professional manner at all times, including maintaining eye contact when appropriate.

2. Follows communication protocols to both internal and external customers, including introducing him/herself with job title and experience, asking open ended questions, such as “How may I be of help to you?” using the customer’s name as soon as it is learned. 3. Responds promptly and appropriately to customer questions/concerns/complaints and attempts immediate resolution.

4. Keeps customer’s information confidential, including public places such as elevators or the cafeteria. 5. Provides assistance and offers help immediately, including finding someone else to meet the request, if unable to do so him/herself. Introduce other staff to customers when a hand-off occurs and explain that the person will provide excellent service.

6. Demonstrates commitment to excellent service recovery when a customer’s expectations have not been met. Commitment to Co-Workers: 1. Offers assistance to colleagues and other departments when needed.

2. Takes responsibility for solving problems regardless of origin; completes assignments, and respects deadlines. 3. Resolves conflict directly with colleagues and seeks assistance from others if the issue cannot be resolved. Refrains from criticism in public.

4. Mindful and respectful of others’ time and schedules. Attends meetings on time and communicates any absences. 5. Provides co-workers with a status report for continuity of workflow when planning to be out of the office, off the unit, or away from the department Communication Etiquette:

1. Respectful, courteous and professional in all forms of communication and follows facility’s service communication protocol in all interactions. 5 PRIMARY RESPONSIBILITIES 2. Refrains from use of personal cell phone in patient care areas and keeps usage to a minimum at all other times while on duty.

3. Does not text or use e-mail during meetings (except for exigent or emergency situations). 4. Limits use of business cell phone during meetings (remain on vibrate and/or calls go to voicemail). 5. Makes every effort to answer telephone calls within three rings, introducing him/herself, department and title (if appropriate).

Asks permission before placing the caller on hold or using the speakerphone. If caller is transferred, gives the caller the extension number of the person he or she is being transferred to. Offers further assistance to the caller upon completing the conversation.

6. Maintains an appropriate voicemail message and when away from the office has an out-of-office email message that is brief, current, and includes name and department and offers the caller options if possible. 7. Returns email and voicemail messages promptly but no later than within one business day (24 hours). 8. Always mindful of voice and language in public.

Self Management: 1. Reports to work appropriately groomed and in compliance with the Hospital’s dress code. Wears identification badge at all times at chest level and facing outwards so identification is clearly visible.

2. Complete all assignments within deadlines or negotiates alternative actions and time frames in order to achieve desired outcomes. 3. Completes mandatory, annual education and competency requirements. 4. Follows UMCAP safety, infection control and employee health standards.

5. Demonstrates responsibility for personal growth, development and professional knowledge and competency. 6. Adhere to all UMCAP and department policies and procedures, including Code of Conduct and professional behavior standards. Does not exceed Hospital guidelines in reference to attendance, punctuality, and use of sick and unplanned absences.

Provides notification of absences, lateness and vacation requests according to department guidelines. Respects length of time for lunch

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