Clinical Operations Manager

About Our Company

We are a physician-led, patient-centric network dedicated to simplifying healthcare and delivering a more connected kind of care.

Our primary, multispecialty, and urgent care providers serve millions of patients in traditional practices, patients' homes, and virtually through VillageMD and our operating companies Village Medical, Village Medical at Home, Summit Health, CityMD, and Starling Physicians.

Job DescriptionPosition Summary:

Manages all aspects of clinical operations within assigned areas of responsibility in collaboration with Clinical Director, Physician & Clinical Leadership, and other key stakeholders and personnel for SMG. Responsibilities include clinical, financial, and administrative management, oversight, and support of business objectives, including SMG's mission, vision, and values.

Essential Job Functions:

1. Responsible for direct management of all day-to-day operations over multiple departments, locations, and geographies, including oversight of personnel.
2. Supports and implements, in collaboration with the Clinical Director, the strategic direction of clinical operations within assigned areas of responsibility.
3. Manages fiscal resources for assigned departments in a cost-effective manner that is financially responsible and consistent with the overall goals and business objectives.
4. Collaborates with Clinical Director in preparing and maintaining budgets consistent with the financial plan.
5. Efficiently manages resources: labor, services, supplies, materials, communication/data, and space.
6. Identifies opportunities to improve performance, e.g., utilization of resources (overtime, scheduling, supplies, labor) and variances.
7. Analyzes work processing, workflows, and removes inefficiencies.
8. Reduces rework and wasted materials or resources.
9. Involves staff with a team approach to cost-effectiveness and fiscal accountability.
10. Responsible for the effective leadership and management of direct reports to achieve results aligned with Company strategy and department goals.
11. Directs staff towards accomplishments of job requirements and goals.
12. Effectively assigns work and grants authority to subordinates while monitoring and providing guidance.
13. Evaluates and develops staff through coaching, training, ongoing feedback, performance reviews, dissemination of relevant information, while responding to issues quickly or escalating as appropriate to Clinical Director; respects confidentiality at all levels.
14. Plans and assists in hiring and orientation of new staff. Follows HR and Company guidelines for hiring, managing performance, and compliance.
15. Seeks opportunities to reward and recognize staff; fosters team collaboration, efficiencies, and shared accountability.
16. Responsible for customer service/patient experience in all areas of responsibility.
17. Manages the Telephone Call Flow and volume with appropriate monitoring and compliance to ensure the highest patient experience in access to care.
18. Responsible for managing, planning, organizing, and coordinating daily operations over multiple locations and/or complex specialties to ensure quality patient care.
19. Takes a lead role in working with the physician POD and Regional Liaison(s) to ensure efficient office operations. Adjusts workflow as necessary to ensure overall smooth functioning of the department and compliance of SMG policies.
20. Manages supply chain and inventory control with limited inventory on hand - in an effort to control expenses paid in advance to store inventory and monitors purchase orders to keep expenses in line with appropriate benchmarks.
21. Reviews and assumes accountability for Physician and staff monthly schedules.
22. Communicates with physicians and POD Liaison(s) on a regular basis to ensure seamless flow of communications. Resource for department to manage patient issues and concerns; report back to provider/Clinical Director.
23. Provides status of office operations to the Clinical Director in a timely manner. Collaborates on departmental functioning, efficiency, and growth opportunities.
24. Ensures policies and procedures are properly communicated and adhered to. Ensures staff members are competent in emergency protocol and procedures.
25. Helps with maintaining the automated schedule. Daily collaboration with staffing coordinator to assure scheduling and coverage needs of departments are met.
26. Works with QI/Practice Transformation and Clinical Director to implement and create action plans for SMG clinical quality improvement process at the POD level. Monitor all Quality dashboards.
27. Monitors departmental compliance with all applicable standards (OSHA, HIPAA, Occurrence Reporting); reports compliance concerns; ensures utilization of resources for resolution of issues.
28. In collaboration with team members and leadership, advances the department's technology, including the use of the information technology and the implementation and appropriate use of the Electronic Medical Record, Practice Management System, Departmental/Ancillary systems, etc.
29. Assists Office Supervisor/staff with implementation of customer service action plans.
30. Attends POD staff meetings and reports back to Clinical Director. Attends Clinical Director meetings and/or other Leadership meetings.

General Job Functions:

1. Gives guidance to Office Supervisors on how to Maintain efficient patient flow and removal of bottle necks.
2. Provides guidance to the Pods for seamless referrals and/or consult orders and smooth navigation of booking appointments across the group.
3. Effectively communicates problems, concerns, or issues to the Office Supervisor/Manager appropriately and promptly.
4. Assists in ordering and maintaining of all supplies as assigned with expense controls and cost containment in check.
5. Demonstrates flexibility with various work schedules.
6. Assumes responsibility for own professional development and practice. Develops professional goals to maintain and expand clinical and managerial competency. Serves as a role model for professional Nursing practice.
7. Participates in departmental and organizational committees.
8. Collaborates with the Director in the development of departmental goals and objectives.
9. Utilizes the organizational mission to implement system changes in healthcare delivery that maintain quality care and fiscal integrity.
10. Other duties as required.

Physical Job Requirements:

Pushing and pulling, taking frequency and weight into consideration.

Physical strength to lift heavy objects, carts, or items, taking frequency and weight into consideration.

Physical mobility, which includes movement from place to place on the job, taking distance and speed into account.

Physical agility, which includes ability to maneuver body while in place.

Dexterity of hands and fingers.

Balance is maintained during climbing, bending, and/or reaching.

Endurance (e.g., continuous typing, prolonged standing/bending, walking).

Concentration/intensity, which includes prolonged mental effort.

Memory, taking into consideration the amount and type of information.

Complex and time-pressured decision making with high degree of accuracy.

Multitasking, organizing, and priority setting.

Environmental Risks:

Combative patients/visitors.

Please refer to departmental MSDS/SDS.

Chemicals, Chemotherapy, and Fumes.

Loud noises.

Vibration.

Extreme temperatures.

Confined spaces.

Allergens: dust, mold, and/or pollen.

Magnetic fields.

Radiation.

Sharps.

Latex.

Blood-borne Pathogens:

Exposure to infectious hazards, blood, body fluids, non-intact skin, or tissue specimens.

Contact with patients or patient specimens is possible.

Unplanned or unexpected exposure.

Education, Certification, Computer, and Training Requirements:

High School Graduate/GED/Equivalent work experience.

Bachelor's degree required.

New Jersey State Nursing License, strongly preferred.

BLS certification, ACLS/PALS certification required.

Minimum of 2-4 years' experience required.

Knowledge of current nursing practices and protocols.

Ability to communicate in English, both orally and in writing, required.

Strong interpersonal and communication skills, required.

Ability to lead and manage a department (team), required with high level of customer service and patient care navigation and care management in mind.

Valid Driver's License.

Strong interpersonal, communication, and organizational skills.

Ability to perform diverse work assignments with time limitations with a high degree of accuracy.

Ability to work a flexible schedule on occasion (i.e., evenings or weekends) to meet the needs of the group growth and expansion. Required.

Ability to use problem-solving, critical thinking, and priority setting skills.

Ability to work directly with physicians.

Required knowledge of:

Standard Office Equipment (Phone, Fax, Copy Machine, Scanner, Email/Voice Mail)

Standard Office Technology in a Window-based environment

Microsoft Excel Skills preferred or spreadsheet basic analysis

Electronic Health Record

Other Ancillary systems

Travel:

Travel to satellite locations for meetings.

About Our Commitment

Total Rewards at VillageMD

Our team members are essential to our mission to reshape healthcare through the power of connection. VillageMD highly values the critical role that health and wellness play in the lives of our team members and their families. Participation in VillageMD's benefit platform includes Medical, Dental, Life, Disability, Vision, FSA coverages, and a 401k savings plan.

Equal Opportunity Employer

Our Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to, and does not discriminate on the basis of, race, color, religion, creed, gender/sex, sexual orientation, gender identity and expression (including transgender status), national origin, ancestry, citizenship status, age, disability, genetic information, marital status, pregnancy, military status, veteran status, or any other characteristic protected by applicable federal, state, and local laws.

Safety Disclaimer

Our Company cares about the safety of our employees and applicants. Our Company does not use chat rooms for job searches or communications. Our Company will never request personal information via informal chat platforms or unsecure email. Our Company will never ask for money or an exchange of money, banking or other personal information prior to the in-person interview. Be aware of potential scams while job seeking. Interviews are conducted at select Our Company locations during regular business hours only. For information on job scams, visit, https://www.consumer.ftc.gov/JobScams or file a complaint at https://www.ftccomplaintassistant.gov/.

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