Director of Clinical Operations

2 days ago

Cincinnati OH United States AbsoluteCARE Medical Center & Pharmacy Full time

Job Summary

The Director of Clinical Operations (DCO) is responsible for overseeing a number of departments that help ensure that center operations are running smoothly. This role is one of the most senior roles in the market and will partner with the Medical Director and General Manager in being responsible for providing the necessary leadership to ensure that the market is meeting its organizational goals. This position oversees a number of care center departments, including, but not limited to front office operations, nursing, call center, transportation services, housekeeping, and security. The DCO’s primary responsibility is to ensure that all departments are fully staffed and helping to meet care center goals. The DCO will be responsible for 10-30 FTEs across 2 centers (Dayton and Cincinnati) with the support of leads in some of the areas and will be accountable to staff turnover metrics, employee engagement scores, and provider satisfaction. The role is 100% on-site Monday through Friday and leading by example is critical to the success of the role.

Duties and Responsibilities

  • Leads weekly staff leadership meetings in partnership with General Manager. Ensures strong follow up notes and assignments are followed up upon.
  • Participates and schedules monthly operations meeting with the executive team and talks through overall performance and key performance indicators.
  • Administrative supervision of daily medical center operations which includes managing front office operations, nursing department, member scheduling, call center (where applicable), and member transportation services.
  • Identifies workflow issues and barriers associated with their respective areas and implements corrective actions as needed to ensure a positive member experience.
  • Participates in bi-annual in-person leadership meetings with the top senior leaders of the company.
  • Supports meeting established center key performance indicators including no-show rate below 20% (center-dependent) and a call answer rate above 90% within the call centers.
  • Responsible for hiring, promoting, retaining, and disciplinary action for colleagues within the respective Departments and utilizes AbsoluteCare’s values as guidelines to ensure expectations are being met.
  • Supports the Medical Center philosophy of continuous improvement. Collects and analyzes data to maintain and improve center quality, efficiency and profitability.
  • Works with Medical Center leadership to develop effective corrective action plans to address any areas of operational deficiency.
  • Ensures compliance with all company procedures and applicable federal, state and local regulations. Proficient in all staff tasks and duties at a level adequate for training and critiquing employees in the performance of those tasks and duties.
  • Maintains clean efficient work environment, and ensures center has sufficient operating supplies and forms. Conducts routine internal procedures and documentation audits.
  • Creates PowerPoint presentations and communicates progress made toward market-specific goals at monthly Town Hall Meetings.
  • Performs other duties as assigned and modified at manager’s discretion.

KNOWLEDGE, SKILLS AND ABILITIES:

  • Strong communication and organizational skills.
  • Good knowledge and understanding of general medical office operations, standards, functions, methods, techniques, practices, processes and procedures.
  • Excellent critical reasoning, decision-making, and problem-solving skills to analyze situations, determine risks, and find solutions to prevent future issues and resolve recurring defects.
  • Strong organizational skills and attention to details to handle multiple tasks, short deadlines, frequent interruptions, and shifting priorities in support of changing company objectives.
  • Strong leadership, training, written and verbal communication, and interpersonal and presentation skills to drive results.
  • Intermediate working knowledge of Microsoft Office Suite products including Excel, Word, PowerPoint and Outlook, plus a variety of other word-processing, spreadsheet, database, e-mail and presentation software.
  • Spoken and written fluency in English.
  • This position requires use and exercise of independent judgment.

Minimum Qualifications

  • Bachelor’s degree required and the completion of a health care services management program. Master’s Preferred.
  • Minimum 5 years’ experience in medical office supervision and management.
  • Previous experience working in healthcare or healthcare-related fields.
  • Experience and understanding of managed care quality metrics/HEDIS preferred.
  • Previous experience using different Electronic Medical Records and experience utilizing and leveraging the reporting capabilities/technology in order to improve clinical efficiencies.
  • Excellent computer skills including knowledge of Microsoft Word, PowerPoint, Excel, and different databases.
  • Knowledge of medical billing rules and regulations and software applications.
  • Excellent organizational skills, ability to multi-task, self-motivated and able to work in a fast-paced environment.
  • Knowledge and experience with medical billing and coding.

Working conditions

This job operates in a professional office environment. This role routinely uses general office equipment.

Physical requirements

  • Ability to communicate clearly and exchange accurate information constantly.
  • Ability to remain stationary for long periods of time.
  • Constantly operates computer, keyboard, copy and fax machine, phone and other general office equipment.
  • Ability to occasionally move objects up to 20 lbs.

Direct reports

Front Office Coordinators, Clinical Nurse Manager, Front Office Coordinator, Call Center Team Lead, Transportation Coordinator, Transportation Drivers, Housekeeper, Security contract.

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