Director of Operations

Puget Sound Orthopedics Clinic Tacoma, Tacoma, Washington, United States of America
Puget Sound Orthopedics ASC, Lakewood, Washington, United States of America
Puget Sound Orthopedics Clinic Gig Harbor, Gig Harbor, Washington, United States of America
Job Description Position Summary
To drive our growth and enable our excellence in care, we need leaders, developers, and guides. Our vision is to provide excellent surgical and clinical care for every patient, every day. Every team member delivering or managing direct care provides superior clinical excellence. The Operations Manager is an integral member of this team and is responsible for the supervision, direction, and coordination of the day-to-day administrative and operations of the clinic and any respective satellite locations.
This position is 100% onsite and must be able to float between Tacoma, Lakewood, and Gig Harbor clinics.
Schedule: Monday through Friday 8:00am-5:00pm
Key Duties and Responsibilities
The key duties and responsibilities include, but are not limited to:
Develop and maintain a patient-focused customer service environment that maximizes patient, physician, and employee satisfaction.
Develop with Executive Director and/or Care Center Physician Leadership a plan for optimal staffing and structures of various departments, e.g., Front Desk, Patient Access, Surgery Scheduling, Eligibility, Benefits, and Authorizations, Revenue Cycle, and Back office.
In collaboration with Practice leadership, Administrator/Executive Director, Human Resources, and the Physicians, as appropriate: recruit, hire, onboard, train, develop, coach, counsel, and discipline employees to maintain optimum levels of service to our patients.
Schedule, coach, supervise, and guide staff to meet the daily operational objectives of the Practice, including flexing staff to meet or exceed the needs and goals of the Practice.
Organize, monitor, and delegate routine workflow of the clinic team, including phone calls, registration, co-pay and clinic cash collection, insurance verification, check-out, medical records, filing, scanning, indexing, dictation, paper/fax, and mail distribution.
Understand and develop appropriate benchmarks and/or metrics to track staff productivity and present on a schedule approved by Care Center Executive Director and Physician Leadership.
Monitor flow of patients from check-in to check-out to minimize delays. Oversee volume of patient interaction at all points of interaction from phones, check-in, and business office flow to reassign staff as needed to maximize service.
Direct liaison with Practice leadership, Administrator/Executive Director, and Physicians to assure that patient needs are met/exceeded, quality standards are maintained, costs are controlled, and productivity is maximized.
May act as a working supervisor as needed, with the ability to fill in and perform the duties in applicable positions.
Establish, maintain, and update protocols and ensure that timely and accurate information is captured and disseminated to staff.
Develop and implement initiatives related to quality, efficiency, teamwork, and customer service. Plan, evaluate, recommend, and implement new initiatives when appropriate.
Develop role-specific performance expectations, provide training and development plans, and timely feedback for all employees, ensuring skill benchmarks are met or exceeded in a timely manner. Conduct periodic performance reviews and development discussions, including annual reviews.
Identify and implement opportunities to build employee morale, individual motivation, and engagement. Work in direct collaboration with your Human Resources and Management Team to ensure progressive, fair, and consistent policies are in place for the best associate outcomes.
Develops and/or assists in developing budgets for assigned departments.
Recommends and tests potential workflow solutions, including software applications.
Assure a clean and safe work environment that presents well to the public and protects staff.
Develop strong inter-department teamwork to meet the needs of the patients and physicians and drive decision-making and other actions.
Responsible for assuring customer/patient service needs are met. Monitors patient service feedback and contributes to the process of resolving complaints and service issues, and initiates patient experience improvement plans.
Plans and initiates process improvement and cost reduction opportunities.
Oversees or delegates ordering of office and medical supplies for the office. Ensures proper PAR levels are maintained and supplies are not stored in excess.
Serves on at least one Proliance committee or workgroup.
Perform all other duties as assigned.
Education/Experience
Minimum of 5 to 7 years in a medical office setting required. Two to three years’ experience in a medical office Lead, Supervisor, or Manager role required.
Knowledge of business management and health care service processes from an Associates or Bachelor’s degree in business administration, Management, or Health Care Administration required. Relevant experience in previous leadership roles may be considered in lieu of a formal degree.
Required knowledge of ICD and CPT coding and how it affects reimbursement from third-party payers.
Knowledge, Skills, and Abilities
Strong knowledge of medical terminology; completion of medical terminology or anatomy and physiology course/coursework in related field preferred.
Demonstrated strong analytical troubleshooting and problem-solving skills.
Knowledge of Registration, Electronic Medical Systems, and standard office machinery including computer systems and Microsoft-based products.
Demonstrated proficiency in all forms of communication and the development of strong interpersonal relationships.
High emotional intelligence with superior communication skills.
Ability to integrate diverse teams with differing skill sets and personalities.
Ability to anticipate the needs of patients, providers, and staff.
Ability to solve complex problems.
Ability to adapt to changing volumes, staffing levels, regulations, policies, and processes.
Strong leadership, training, and mentoring abilities.
Promoting (leading by example) great interpersonal skills; modeling patience, composure, and cooperation; working well with all patients, physicians, and team.
Advanced understanding of and adherence to all safety, risk management, and precautionary procedures, including the consistent respect for confidentiality (HIPAA).
Efficient use of time, with attention to quality, detail, accuracy, and completion; skilled in delegation and organization.
Ability to establish and manage multiple priorities, coordinate work activities, and exercise initiative.
Creativity and resourcefulness in addressing problems and opportunities.
Willingness and ability to be flexible with working varied hours and dependable with attendance.
Ability to remove oneself personally from given situations, remaining objective.
Ability to adapt to change, delays, or unexpected events while maintaining a positive mindset.
Ability to effectively present information and respond to questions from administrative and clinical staff, groups of managers, patients, and physicians.
Work Environment/Physical Demands
The work environment/physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work may be performed in an office and clinical environment. Requires corrected vision and hearing to normal range. While performing the duties of this job, the associate is regularly required to talk or hear. The associate is required to sit for long periods of time, stand and walk, bend and stretch. Use of telephone and computer is required. Manual dexterity required for use of computer keyboard. Occasionally lifts and carries items weighing up to 40 pounds. May require working under stressful conditions or working irregular hours.

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