Operations Director

2 weeks ago


Ludlow, Massachusetts, United States North Star Health Full time

Job Summary

The Operations Lead will oversee the day-to-day management of patient care services in the health center, ensuring that all care is equitable, professional, and of an excellent standard. This role will collaborate with the Chief Operating Officer to ensure the effective management of clinical activity and resources.

Duties and Responsibilities:

  • Lead collaborative efforts with the Chief Operating Officer and Clinical Leader to achieve a smooth and proper office schedule for nursing, front staff, and provider staff, including managing time off requests or unexpected absences.
  • Manage the recruitment process, training, and mentoring of support staff.
  • Partner with the Chief Operating Officer to enhance the operational efficiency of the health center while maximizing the patient experience, patient access, and provider time.
  • Champion a culture of accountability by modeling excellence in customer service, positivity, and team collaboration, ensuring these values are embedded across all staff interactions.
  • Schedule staff in a manner that best supports the patient care needs.
  • Manage supply inventory to ensure all necessary supplies are available for patient care.
  • Implement effective communication strategies, including daily huddles, to ensure seamless information flow regarding practice updates and patient care coordination across the team.
  • Provide ongoing professional development and performance management for staff, ensuring compliance with organizational policies and procedures, regulations, and patient safety standards.
  • Oversee staff efficiency, ensuring patient care tasks are completed in a timely manner. Assist staff with daily duties and tasks and perform all tasks necessary within scope.
  • Demonstrate a deep understanding of the various clinical roles and leverage this knowledge to empower staff, driving performance excellence across all functions.
  • Lead as an Athena Superuser, optimizing the use of electronic medical record systems to enhance operational effectiveness.
  • Serve as an ambassador of North Star Health, greeting patients with professionalism and warmth. Responsible for creating a welcoming and positive patient experience in the clinic.
  • Handle patient complaints in a professional, calm manner with service recovery as the goal, ensuring patient satisfaction while maintaining professional standards.
  • Exhibit organizational agility by adapting to varying work schedules and locations based on evolving organizational priorities.
  • Proactively take on additional responsibilities, demonstrating a commitment to organizational success and growth.

Requirements

Education

High School diploma or equivalent

Experience

  • Experience in a healthcare-related role. Experience in primary care preferred.
  • Experience in a leadership or supervisory role.
  • Working knowledge of medical terminology and HIPAA regulations

Knowledge and Abilities:

  • Innovative thinker with strong conceptual and problem-solving skills.
  • Meticulous attention to detail with the ability to multi-task.
  • Strong organizational, administrative, and time-management skills.
  • Ability to work under pressure and react effectively to emergency situations.
  • Ability to work collaboratively with all team-members.
  • Ability to use discretion while working with sensitive information.
  • Excellent documentation, communication, and technology skills. Passionate about healthcare excellence.
  • Demonstrates strong leadership skills

*Must be fully vaccinated against COVID-19 virus and provide required vaccination documentation unless approved for an exemption prior to starting employment.*


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