Operations Specialist

You're more valuable than ever – And that's just how we'll make you feel.

Department:  Operations

Entity:   Team Members affiliated with Joint Ventures

Job Relationships

Responsible to: Market President

Assignments received from: Regional President, Director of Operations, Regional Operations Managers, On-Site Manager

Positions supervised: n/a

Job Summary

At GoHealth Urgent Care, we place the needs of our patients first - by providing an effortless patient experience, a welcoming culture of care and seamless integration with market-leading health systems and our communities.

This role is responsible for coordinating, planning, organizing and executing on our daily operational needs.  This means partnering with the Leadership team to support scheduling needs, process payroll, manage finances, assist with patient service recovery, and drive other key operational tasks and projects. We are seeking a team member who thrives in a growth culture and will help support and enhance our day-to-day operations to ensure that we can meet or exceed our key performance metrics (KPIs). 

Job Requirements

Education

• High School Diploma or equivalent required.
• Bachelor's degree preferred.

Work Experience

• 3+ years of administrative experience
• Scheduling experience in a medical environment preferred
• EPIC EMR experience preferred

Required Licenses/Certifications

Additional Knowledge, Skills and Abilities Required

• Scheduling and/or payroll system knowledge
• Proficiency in MS Excel required
• Proficiency in Tangier or other related scheduling software
• Proficiency in usage of HRMS software platforms

Core Competencies: 

• Collaboration: Takes ownership for collectively establishing productive partnerships and relationships and seek to gain joint understanding of priorities and objectives so that the greater good of the organization and those we serve is always at the forefront.
• Innovation: Consistently uses good judgment, applying creativity to overcome obstacles and increasing effectiveness and efficiency though process and other forms of innovation.
• Diversity and Inclusion:  Fosters diversity and inclusion, to be able to better understand team members, our customers and partners.  Engages the strengths and talents of each GoHealth team member, creating an environment of involvement, respect and connection where the richness of ideas, backgrounds and perspectives are harnessed.
• Courage and Integrity: Models and practices the highest ethical and professional standards; demonstrates pride and personal interest in our patients, partners and fellow team members, deeply engaging in the business. Makes decisions, with a focus on doing the right thing; treats team members, our customers, partners and vendors with dignity, consideration, open-mindedness and respect.
• Accountability:  Always shows initiative, demonstrates a bias to action and gets things done. Actively accepts responsibility for diverse roles, obligations and actions that positively influence patient and customer outcomes, our partnerships and the healthcare needs of our communities. 
• (Prioritized) Functional Competencies: to be selected and prioritized by the hiring manager for each position

INTERPERSONAL – Develops and maintains excellent working relationships

BUILDING RAPPORT - Exercises skill and diplomacy to establish trust with business partners; creates buy-in with customers

ORAL COMMUNICATION - Expresses information (ideas or facts) to individuals or groups effectively; listens to others and responds appropriately

PROBLEM SOLVING – Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations

SELF-MANAGEMENT – Sets well-defined and realistic personal goals; displays a high level of initiative, effort, and commitment towards completing assignments in a timely manner; works with minimal supervision; is motivated to achieve; demonstrates responsible behavior

TECHNICAL COMPETENCE – Uses or gains knowledge that is necessary to perform the major functions that are described above

WRITING – Recognizes and uses correct English grammar, punctuation, and spelling; communicates information in a succinct and organized manner; produces written information that is appropriate for the intended audience.

CUSTOMER SERVICE – Demonstrates a results - oriented focus for delivering appropriate services in an accurate, complete, and timely fashion.

TEAMWORK/COLLABORATION – Demonstrates skills and abilities in collaborative efforts with experience in team/project- oriented activities.

RELATIONSHIP MANAGEMENT – Maintains good communication and a positive relationship with employees at all levels of the organization. Projects excellent customer relations in all interactions.

Additional Knowledge, Skills, and Abilities Preferred

Essential Functions

Essential functions are those tasks, duties and responsibilities that comprise the means of accomplishing the job's purpose and objectives. Essential functions are critical or fundamental to the performance of the job. They are the major functions for which the person in the job is held accountable. Following are the essential functions of the job.

• Determine and track center patterns, Including volume, trends, attrition rates, center productivity to determine scheduling and operational needs.
• Support Operations team to cover "open shifts" due to sick call, patient volume-based schedule changes and/or other unplanned events
• Provide center support as needed; support includes, but not limited to site maintenance tasks to ensure centers have access to the appropriate resources, prioritize center activities, handle escalated customer service inquiries, etc.
• Support time-off requests for all support staff using departmental guidelines
• Reconciliation of electronic time entries and management of attendance reporting, including processing of payroll and timecards.
• Responsible for invoice approvals and reconciliation using COUPA financial software platform
• Weekly data sorting and reports generation for center key performance indicators
• Participation in rotating "on-call" schedule to provide operational support to centers
• Oversee and follow-up on helpdesk tickets related to both Information Technology and Construction/Facilities departments
• Lead center-specific and market-wide projects to support operational goals
• Review of patient satisfaction metrics, and support in service-recovery
• Assist with credentialing and onboarding of new team members (Providers, MA, RT, ACA)
• Responsible for projects as assigned

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All qualified persons are granted an equal opportunity for employment without regard to race, color, religion, sex, sexual orientation and gender identity or expression, age, national origin, citizenship status, disability, genetic information, medical condition, family care leave status, pregnancy or pregnancy-related condition, otherwise qualified disabled or veteran status. The company will comply with all fair employment laws in each of the jurisdictions where we conduct business.

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