Ambulatory Operations Manager

23 hours ago

Lakeland, Florida, United States Lakeland Regional Health (FL) Full time
About the Role

We are seeking an experienced and skilled Operations Manager to join our team at Lakeland Regional Health (FL). As an Operations Manager, you will play a critical role in ensuring the smooth operation of our ambulatory services, including clinical and business office functions.

Key Responsibilities
  • People Management
    • Foster a positive and inclusive work environment through effective leadership and teamwork.
    • Ensure patients and families receive exceptional care and service across the continuum of care.
    • Communicate effectively with patients, families, team members, and the community in a manner that respects and values diversity.
  • Safety and Performance Improvement
    • Embody a culture of safety and quality, with a focus on self, patient, visitor, and team safety.
    • Demonstrate accountability and commitment to quality work, participating actively in process improvement and standard work adoption.
  • Stewardship
    • Exercise responsible use of LRH's resources, including people, finances, equipment, and facilities.
    • Adhere to organizational and departmental policies and procedures.
  • Manager Capabilities
    • Demonstrate accountability for overall departmental operations and/or organization-wide functional responsibilities.
    • Coach team leaders, direct reports, and team members to create a productive work environment.
    • Create a high-performing team by building strong relationships, mobilizing others to action, and effectively leveraging team talent.
    • Manage and support conflict/issues resolution, implementing corrective actions, improvement plans, and regular performance evaluations.
    • Demonstrate capacity to manage change resistance and break down barriers to effective improvement and transformation.
    • Serve as a mentor for a healthy and safe culture, advancing system, department, and service experience.
  • Standard Work Duties
    • People
      • Effectively oversee providers and staff in the office, managing attendance, performance, and behavior.
      • Track and maximize productivity, forming strong relationships with staff to foster teamwork, outcomes, and financial gains.
      • Conduct employee reviews, maintain internal customer service through employee engagement, onboard new employees, build an internal leadership structure, determine staffing levels based on data, and perform disciplinary actions as needed.
    • Processes
      • Effectively oversee operational processes, including clinical and business office functions, and audit policies and procedures through internal and external audits.
      • Attend and participate in meetings concerning operational effectiveness and department well-being.
      • Implement process improvement efforts, including patient access, patient throughput, standard work, staff utilization, employee engagement, and customer service, potentially requiring physician leadership assistance.
    • Technology
      • Optimize technologies in the department, ensuring providers and staff have access to and are proficient in electronic medical records, reporting tools, and databases.
      • Be proficient in analyzing and performing departmental analysis and performance using available technologies.
    Requirements
    • Essential
      • Metrics: Monitor and report on crucial department metrics, including financial reports, access rates, cancellation/NS rates, quality metrics, volume levels, phone access, and staffing levels.
      • Employee Onboarding: Ensure new employees have necessary training, supplies, and orientation for success.
      • Relationship Management: Foster high internal customer service within the department and organization, serving as a liaison between aspects of LRH.
      • Performance Management: Directly responsible for and report on volume and business status, as well as team performance in volume, productivity, financial status (rev/expense) management.
      • Lean Management: Ensure the practice operates efficiently.
    • Nonessential
      • Presentation skills: Possess the skill set to present well and communicate ideas, challenges, and opportunities of a department.
      • Proficient in Excel for statistical reporting and strong verbal and written communications skills.
      • Strong leadership and coaching/staff development skills.
      • Strong planning and organizational skills.

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