Operations Manager 1, Orthopedics

PRIMARY DUTIES AND RESPONSIBILITIES:

• Prioritizes patient access to physicians, providers, and ancillary care services.

• Serves as a conduit for bi-directional communication between physicians, providers, support team members, and management. Communicates frequently utilizing team huddles, staff meetings, email communications, and other mediums as appropriate and required.

• Develop and define practice goals for operational and financial performance and work with physicians and staff to achieve these goals. Prepare departmental budgets annually. Develop and review monthly "dashboard" reports on key performance indicators and manage practice to meet and exceed targets.

• Coordinate activities to ensure that practice operations conform to principles of excellent clinical care; create and monitor office systems that promote excellent customer service and customer satisfaction including:

• Ensures that customer service standards/scripts are implemented for all patient interactions, that all patient phone calls flow to the appropriate person and are handled in an efficient and customer-friendly manner. Manages the messaging system and answering services.

• Ensures both clinical and non-clinical staff follow standard processes and workflows for documentation and patient care. Implement new standardized processes and workflows as required.

• Review patient satisfaction survey results daily for service recovery and on a minimum monthly basis to create action plans to maintain and improve excellent patient care at the practice.Manage practice systems and processes to improve patient access, patient servicing and improve financial performance including:

• Assist physicians and advanced practice clinicians in reviewing productivity in relationship to goals and in improving work flow or efficiency.

• Ensure complete charge capture, prompt billing, and correction of any problems in diagnosis or CPT coding.

• Ensure complete collection of payments for patient responsible charges at time of visit.

• Participate in provider documentation integrity/coding training.

• Analyze and improve systems to promote smooth patient flow and provider efficiency in seeing patients.

• Liaison between clinicians, coding, and billing service to assure accurate claim entry and reimbursement.

• Maintain knowledge of HIPAA and Compliance requirements and oversee compliance for the practice.

• Responsible for the management of the practice staff including, staff selection, training, scheduling, ongoing staff performance feedback and annual evaluations. Counsel employees, recommends personnel actions, and addresses conflicts among staff and brings them to a resolution or escalates as appropriate. Assess staff skills and create development plans.

• Lead efforts to improve quality and performance measurement and improvement in the practice(s).

• Oversee the patient and medical records for the practice. Ensures compliance with policies and procedures and acceptable medical record keeping practices.

• Purchase equipment and materials required for the day-to-day operations of practice; overall responsible for coordinating building maintenance. Complete pro forma statements as required.

• Engage in continuous learning activities to stay current with best practices is medical practice management and issues that affect the practice.

• Conduct special projects and related activities for the practice(s) as requested.

• Work with colleagues to deliver seamless and integrated care across the system. Work collaboratively with other hospital departments as necessary.

• Holds staff accountable for achieving high levels of performance consistent with standardized evidenced-based practice.

• Prepare administrative and management reports, correspondence. Conducts special projects and related activities for the practice as requested. Prepare reports for MACC leadership and senior management.

• Oversee daily mail operations as appropriate.

• All other duties, as assigned.

EDUCATION/EXPERIENCE/TRAINING:

• Bachelor's degree in healthcare, Business, related degree or equivalent years of experience.

• Work experience in orthopedic practices preferred, but not required.

• Supervisory experience in a medical facility preferred.

• Master's Degree preferred.

• Experience with current office technology and proficient with computer office applications (Electronic Medical/Health Records, MS Office, etc.)

• Experience with Process Improvement.

• Medical terminology.

• Strong communication and interpersonal skills required.