Healthcare Operations Supervisor

2 weeks ago

Ocala, Florida, United States Sanitas Medical Center Full time
Job Overview

Position Summary

The Healthcare Operations Supervisor is responsible for overseeing the effective management and functioning of medical practices across various specialties and clinic locations. This role is pivotal in providing medical professionals with the necessary resources to fulfill patient needs while achieving the financial goals of the organization. Strong management and leadership capabilities are crucial for success in this position. The primary objective of the Supervisor is to empower a team of skilled and committed staff to deliver high-quality healthcare while fostering and upholding the 'Sanitas Culture' in patient care.

Key Responsibilities:

  • Implement reasonable accommodations to support individuals with disabilities in performing essential functions.
  • Enhance Patient Experience - Strive to meet NPS (Net Promoter Score) targets. Maintain a visible presence in the waiting area during operational hours. Communicate any delays to patients beyond their scheduled appointment times. Ensure patients leave with clear information regarding their next steps and treatment plans. Engage with patients to gather feedback on their experiences and identify potential promoters for online reviews.
  • Address and deescalate patient complaints effectively, particularly from those who may be dissatisfied or impatient.
  • Reduce the complaint ratio (per 500 visits) by addressing issues and identifying root causes to prevent recurrence.
  • Boost Social Media reviews through proactive engagement.
  • Manage Scheduling - Ensure appointment availability aligns with established goals for each provider and center. Collaborate with providers and/or medical directors to resolve any scheduling challenges.
  • Lead daily Huddles with clinical and operational teams to ensure completion of clinical and administrative Pre-Visit Planning.
  • Monitor PCP Visit satisfaction and cycle time, optimizing provider utilization and achieving Access Metrics goals. Address No-Show rates and ensure adherence to established workflows for check-in, check-out, referrals, and HIM processes.
  • Ensure operational excellence and patient satisfaction during Urgent Care and Laboratory Visits.
  • Oversee Diagnostic Imaging operations, ensuring patient satisfaction and effective use of installed capacity. Collaborate with leadership to enhance service performance and ensure seamless patient navigation between facilities.
  • Address Telephone Encounters promptly, ensuring all inquiries are resolved within 24 hours.
  • Human Resources - Ensure staffing needs for Clinical Operations are met in accordance with budgetary requirements. Recognize outstanding employees based on patient and staff feedback. Promote teamwork and adherence to dress code policies.
  • Facilities Maintenance - Ensure cleanliness and orderliness of the facility, addressing equipment issues and coordinating preventive maintenance tasks.
  • Generate and analyze reports to monitor patient and staff satisfaction.
  • Support the implementation of new products and services within the Medical Center.
  • Administrative duties include managing inventories for office and medical supplies, developing specialist timesheets, and reporting system issues to IT.
  • Encourage growth and development within the team.
  • Activate emergency plans as necessary and ensure compliance with safety policies.
  • Conduct safety walkthroughs to identify and rectify potential hazards, ensuring a safe environment for both staff and patients.

Qualifications:

Supervisory Responsibilities:

  • Monitor service delivery by center staff.
  • Accountable for all aspects of facility performance and oversight of team members.
  • Report engagement levels of staff to Regional Operations and develop action plans as needed.
  • Lead daily Huddles with clinical and operational staff.
  • Ensure staffing for Clinical Operations aligns with budgetary needs.
  • Create staff schedules while maintaining patient satisfaction and operational excellence.

Education:

  • Bachelor's degree required.

Experience:

  • A minimum of 5 years of supervisory experience is required.

Skills and Abilities:

  • Proficient in computer applications (Word, Excel, Internet).
  • Strong customer service skills and training.
  • Knowledge of HIPAA regulations.
  • Experience with payroll systems.
  • Any combination of education, training, and experience that demonstrates the ability to perform the duties described.

Preferred Qualifications:

  • Previous experience in the healthcare sector is preferred.
  • LPN or nursing background is advantageous.

Financial Responsibilities:

  • Handle cash reconciliation and ensure accurate reporting of financial transactions.

Budget Responsibilities:

  • Maintain the medical center's budget and ensure compliance with administrative costs.

Languages:

  • Advanced proficiency in English is required.

Travel Requirements:

Availability for travel as necessary for company operations.

Company Overview

Sanitas is a global healthcare organization expanding across the United States. Our services encompass primary care, urgent care, nutrition, laboratory services, diagnostics, healthcare education, and resources for our patients. We are committed to attracting professionals who align with our mission and vision, dedicated to serving our patients and their families with compassion, respect, and kindness.

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