Office Operations Manager

Office Operations Manager

Requirements

• 3+ years relevant experience managing high-performing customer service or patient facing teams
• At least 1 year of experience managing teams in multiple locations or departments, or at least 1 year of experience managing large teams (10+ employees)
• Strong written and verbal communication skills, with the ability to think clearly, analyze quantitatively, problem-solve, support scope of requirements and prioritize
• Proven ability to foster strong, collaborative team-dynamics that ensure a supportive and engaged team culture
• Experience developing talent through mentorship and coaching, consistent feedback, goal setting, monitoring performance metrics, performance management, and ensuring accountability
• Proven track record of leading successful change management and process improvement efforts
• Analytical thinking, attention to detail, ability to influence others, and exceptional organizational skills

Responsibilities

• Build an engaged office team leveraging CICARE, Active Daily Management, and Lean principles to meet patient and team experience goals
• In collaboration with Clinical Leadership, take ownership of the business, operational, and financial performance within assigned offices. Responsibilities include but are not limited to: recruiting, staffing, ensuring optimal access, and managing lab operations.
• Drive continuous improvement, and organizational metric achievement with key stakeholders and business line leaders. Champion creation of quality initiatives, process change efforts, and other Lean endeavors to enable offices to meet and exceed the operating plan.
• Model the ideal team member experience through excellent on-boarding, training, performance feedback, skills coaching, learning opportunities and engaged career development. Participate in talent management planning activities to ensure team members are in place and ready to take on the next opportunity as we grow.
• In partnership with Clinical Leadership, support quality health outcomes, patient safety, regulatory compliance, and implement improvement initiatives to manage population health. Educate staff on policies, standard work, reporting guidelines as they relate to quality best practice. Set and clarify requirements and expectations for employees.
• Partner with cross functional teams to drive strategic priorities and growth efforts through idea generation, local support, and MSA implementation (including new office launches).
• Adhere to cost to serve targets, manage practice expenses, and meet budget expectations. Oversee procurement patterns and expense reporting. Control expenses through intervention and waste reduction.
• Commit to lead change as the organization evolves. Implement change and/or develop new processes as required to provide the ability to better service customers, reduce cost to serve, and improve contribution.
• Perform administrative duties such as managing escalations surfaced by practice staff, intervening for complex cases of service recovery, and overseeing crucial office functions such as task queue management, copay collection, and provider schedule deployment.
• In partnership with the Senior Operations Manager, manage workflow by effectively delegating daily operational responsibilities and ensuring accountability and performance of the practice level leadership team.

Preferred Qualifications

• Experience in healthcare, particularly in collaboration with clinicians, is highly desirable