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Healthcare Operations Supervisor

2 months ago

Pikesville, Maryland, United States Veterinary Emergency Group Full time
Position Overview:

The Healthcare Operations Supervisor is responsible for overseeing the daily functions of the hospital, working closely with the Hospital Manager to ensure optimal performance. This role is pivotal in promoting the values of the organization, enhancing culture, engagement, efficiency, and growth. The supervisor will lead initiatives in key operational domains: Customer Experience, Inventory Oversight, Facility Management, Reception Services, Scribe Program, and Marketing Strategies. Continuous improvement of customer satisfaction and operational effectiveness is a primary focus.

Key Responsibilities:

Team Management:
  • Recruit, onboard, and train Customer Experience Coordinators, Inventory Coordinators, and Scribes.
  • Facilitate training for new hires, ensuring adherence to hospital protocols and standards.
  • Develop team members into future leaders through targeted coaching and development plans.
  • Guide and mentor staff to enhance job performance.
  • Evaluate team performance, providing constructive feedback and identifying growth opportunities.
  • Foster collaboration between clinical and non-clinical teams to ensure a cohesive customer experience.
  • Address HR-related matters in partnership with the Hospital Manager and Medical Director, including disciplinary actions when necessary.
  • Organize regular team meetings for direct reports.
Operational Processes:
  • Develop and manage team schedules, ensuring adequate coverage.
  • Reconcile daily reports, manage outstanding invoices, and apply grants as needed.
  • Oversee accounts receivable, banking, and payment arrangements.
  • Ensure Customer Experience Coordinators deliver exceptional service and uphold company standards.
  • Implement a feedback system, including follow-up communications with customers post-visit.
  • Supervise routine inventory tasks, including stock counts, restocking, and managing shortages.
  • Oversee inventory management, including controlled substances and supply systems.
  • Establish effective inventory processes, including stock assessments and ordering protocols.
Product Excellence:
  • Conduct daily team huddles to align on goals.
  • Train staff to provide outstanding customer experiences.
  • Monitor team performance to ensure adherence to service standards.
  • Celebrate achievements and special moments with both staff and customers.
  • Personalize experiences for customers and their pets.
  • Maintain a high standard of cleanliness and functionality within the facility.
Performance Metrics:
  • Collect and analyze performance metrics to enhance customer experiences, including:
    • Phone conversion rates.
    • Online reputation management.
    • Customer feedback analysis.
    • Cost management.
  • Optimize customer satisfaction and operational efficiency by engaging with customers and the care team.
  • Collaborate on inventory budgeting with the Inventory Coordinator.
  • Ensure inventory targets are met and address any discrepancies.
Community Engagement:
  • Assist in planning and executing community marketing initiatives.
  • Support marketing efforts through hospital visits and data analysis.
  • Contribute to managing customer feedback and reviews.
Qualifications:
  • High School diploma required; Associate's or Bachelor's degree in Business Management or related fields preferred.
  • Minimum of 2 years of leadership experience.
  • 5+ years of experience in a healthcare environment preferred.
  • Proficient in staff scheduling, recruitment, training, and performance management.
  • Strong computer skills and familiarity with practice management software.
  • Effective communication skills with all stakeholders.
  • High emotional intelligence and professional demeanor.
  • Willingness to work in a dynamic environment with varying conditions.
  • Availability for flexible scheduling, including nights and weekends.
  • Able to thrive in a fast-paced setting with diverse individuals.
Additional Information:

The responsibilities outlined in this document are not exhaustive and may evolve based on the organization's needs.

Commitment to Inclusivity: At our organization, we are dedicated to creating a welcoming environment for all individuals. We embrace diversity and are committed to fostering an inclusive culture that values the unique contributions of every team member.