Operations Manager - Springfield & Abington, PA

Manages the daily business operations, staff and performance of multiple urgent care sites through the development of strong partnership relations with clinical services staff, providers, and regional leaders. Ensures the alignment of each site with the core mission and values of the company: to provide best-in-class community pediatric care, combining excellent clinical quality with superb customer experience. Manages the financial performance and growth of the practice. Manages the performance of the entire employee team, ensuring all team members are working to their top potential and working together to deliver a safe, enjoyable, and high-quality experience for patients and staff. Conducts all necessary steps to maintain the physical plant and ensure compliant care delivery. This is a bonus-eligible position.

Key Focus Areas

• Financial Performance: Site EBITDA Margin Variance, Staffing Efficiency, Labor Expense Management
• Demand & Access: Site Volume Growth, Limited unplanned closures
• People: Retention (CSS and Providers), Culture, Recruitment and Selection
• Patient Experience: Net Promoter Score

Essential Responsibilities

• Staff management: Oversee all staff through hiring, scheduling, and performance management. Address employee issues, promote positive morale, and mentor staff for potential growth. Routinely host staff meetings to ensure staff are informed of all office updates. Check in with staff individually.
• Financial performance: Drive site profitability by acting on key financial metrics such as volume, productivity, expenditures (supplies and labor), revenue collection, and bad debt. Account for site finances, including making bank deposits and performing weekly reconciliation, managing petty cash, and submitting batch and expense report. Implement operational budget.
• Patient care and satisfaction: Ensure high quality, efficient, and compassionate patient care. Monitor patient satisfaction metrics and implement plans to improve based on feedback.
• Clinical training oversight: Ensure the timely orientation, training and cross-training of clinical support staff (CSS) with the assistance of CSS preceptors to ensure that all competencies, policies, established practices and standards are followed.
• Ensure efficient and adequate staffing and scheduling. Partner with Regional Operations Director and Central Scheduling Team to create schedules, review and adjust staffing levels as indicated by patient volume and efficiency standards, coordinate coverage for gaps in schedule, and ensure effective uptake of provider and CSS back-up systems. Manage employee time including hiring offers, clinical start dates, timekeeping, attendance tracking, absence management, HRIS data, and approvals in a timely manner.
• Marketing: Engage in or delegate a minimum of 5 touchpoints a month to local community referral sources, predominantly during lower volume months.
• Compliance and maintenance: Ensure all sites are compliant with OSHA and UCA standards, and preventative maintenance schedules are followed. This includes conducting/coordinating clinical competency training and reviews, maintaining personnel files in compliance with accrediting body standards, inspecting the physical plant, managing inventory, and coordinating repairs. Work with regional medical leaders to maintain clinical quality controls for laboratory and radiology practices.
• Quality and safety: Ensure resolution of quality/safety concerns through submission, review, escalation, and coordination. Identify and implement solutions/improvements, and document meaningful follow-up in the safety reporting system.
• Revenue collection: Monitor and improve front desk performance including registration, insurance verification, payment and customer service processes. Ensure adequate billing controls including ensuring team is tracking and correcting unassigned/unlocked charts, correctly cancelling visits, and completing timely credentialing steps.
• Provide patient experience training and perform patient experience service recovery.
• Provide leadership to inspire and coach employees on accomplishing strategic and operational goals and related tasks.
• Other duties as assigned.

Qualifications

• Bachelor’s degree (or equivalent experience).
• Healthcare managerial experience of 5+ years (pediatric experience preferred).
• Strong communication, organizational, and leadership skills.
• Knowledge of basic financial concepts, practices, and procedures.
• Exhibits a comprehensive understanding of driving revenue within the practice, operational processes, data analysis, and the ability to analyze expense controls.
• Advanced knowledge of strategies and tactics that affect urgent care productivity and efficiency, office workflow, patient satisfaction, and volume growth.
• Excellent customer service skills.
• Process improvement skills.
• Advanced understanding of registration, scheduling, and billing systems.

Attributes

• Sets the example of ethical behavior and rewards the right values.
• Relates well to people at all levels inside and outside of the organization.
• Effective at managing team members of all different clinical backgrounds, including physicians.
• Sets and models high performance and behavior standards; holds team members accountable through regular performance review and assessment.
• Sought out by others for advice and solutions.
• Pursues everything with energy, drive and a need to finish; meets commitments.
• Consistently exceeds goals; pushes self and others to excellence.

Travel and Schedule Requirements

• Full-time onsite presence across offices is required.
• Schedule Flexibility: Ability to work a flexible schedule including evenings, weekends, and some holidays. Must participate in administrator-on-call rotations.

Clinical Requirements: None unless required or determined by ROD (applicable to OpMs with only 1 location or during severe staffing shortages).