Manages the organization’s centralized support functions, with attention to excellent customer service, innovative methods of service delivery, and adherence to regulatory requirements. Provides overall direction and guidance to assigned centralized services, with the objective of maximizing efficiency, effectiveness, and financial sustainability. Provides oversight and support for day-to day operations of the services under its purview, utilizing data effectively to understand and improve the success of the health center’s centralized operations.

Essential Functions

• Hires, orients, trains, assigns tasks, sets schedules, and provides ongoing supervision and performance evaluation for all central Operations personnel: Document Imaging Specialists, Referral Coordinators, Call Center Supervisor, and Schedule Coordinator. Provides coaching, staff development and support to meet expectations.
• Actively participates in the development and maintenance of centralized support functions including centralized schedule development, referrals, appointment scheduling, health records management, and call routing.
• Assures efficient and customer-service oriented support services through oversight of systems and procedures and ongoing monitoring of staff. Develops innovative methods of scheduling providers, scheduling patient visits, handling telephone call flow, medical record filing and management, and making off-site referrals. Uses technological advances to re-engineer systems using a continuous improvement strategy.
• Works closely with Vice Presidents of Operations and Medical Directors, and other leaders to assure that operational activity is well-coordinated with other support functions.
• Establishes and maintains data collection systems in order to measure adherence to internally and externally determined objectives for support services under his/her purview. Designs systems to correct variance from expected performance. Provides timely reporting as required by all funding sources and regulatory agencies. Monitors financial indicators to manage resources effectively.
• Provides training for employees and contracted staff in practice management technology (EPM) system and refreshers as needed.
• Implements activities, including tracking and reporting, to meet licensure or accreditation reviews and other regulatory guidelines such as those developed by Joint Commission, NCQA, or other regulatory/accrediting bodies.
• Leads and participates in committees and workgroups related to operational workflows and performance.

Education and Experience:

• Minimum Bachelors Degree in Health Care Management or a related field
• Minimum 5 years of management experience including 2 years in a position managing staff providing operational support
• Excellent written and verbal communication skills
• Knowledge of health care or other nonprofit delivery systems.
• Basic computer software knowledge, including Word and Excel

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