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Operations Manager

4 months ago

Florence, United States McLeod Health Full time
Maintains a professional image and exhibits excellent customer relations to patients, visitors, physician practices, and co-workers in accordance with our Service Excellence Standards and Core Values.  The Operations Manager will assist the Director in planning, implementing and managing day-to-day operations of McLeod’s Patient Access Service Center servicing and supporting Florence, Cheraw, Clarendon, Darlington, Loris, Seacoast and Carolina Forest.  Consistent tracking of KPI’s measuring business metrics, trends and exceptions. This includes recommendations needed to support the business needs specific to all preservice functions and tasks through process improvement. Proactively partners with all ancillary departments of McLeod Health to provide outcomes and tracking data for patients who process through pre-admission services. Responsible for preparing and reporting monthly statistics for Patient Access preservice. Should trends yield underperforming resources or processes, then develop the necessary improvement action plan.  Ensures the development and implementation of policies, procedures and practice standards that provide for the consistent delivery of efficient, safe, customer friendly, and high-quality services throughout areas of responsibility. Oversight with Access Control and ServiceNow tickets ensuring timely and accurate completion to meet the business’ needs.  Provides supervisory oversight to departmental supervisors.  Exercises creative approaches to operational problem solving. Deals with conflict and problematic situations in an open and tactful manner, respecting the dignity of others. Builds trust-based collaborative relationships with practice, hospital departments and patients. Participates in discussions and decisions impacting workflow, continuous improvement opportunities and resource allocation. Completes yearly evaluations in a timely manner while adhering to the McLeod Health Human Resource standards and PEP process, when applicable. This includes proper and timely documentation supporting all McLeod Health corporate and departmental policies.  Performs frequent 1:1 huddles with direct reports while developing and grooming these resources, when applicable. Oversight with new hires ensuring they are properly trained and supported. Provides continual feedback to identify deficiencies and training opportunities. 

Qualifications/Training:

Minimum 2 years in a supervisory or management capacity  Advanced knowledge of Windows based computer systems Written and verbal communication skills with persons of all ages and diverse backgrounds  Experience in managing diverse teams Problem solving, project management and performance improvement skills  Revenue Cycle knowledge and the understanding of how this work impacts such  Call Center management experience, minimally 2 years

Licenses/Certifications/Registrations/Education

Minimum of a Bachelor’s Degree or equivalent experience