Regional Operations Manager - Urgent Care

At Bon Secours Mercy Health, we are dedicated to continually improving health care quality, safety and cost effectiveness. Our hospitals, care sites and clinicians are recognized for clinical and operational excellence.

Primary Function/General Purpose of Position

The Regional Operations Manager leads the operation and growth for multi urgent care clinics by managing staffing, training, supplies, workflow, billing processes, customer service as well as strategic management and growth. The Regional Operations Manager also leads a group of Clinic Supervisors to accomplish the above tasks and goals.

Supporting Clinic Supervisors in the following locations:

Martinsville, Danville, Bluefield, Hollins, Christiansburg, and Timberlake.

Essential Job Functions

• Leads in the promotion of positive culture and teamwork, leading by example as servant leaders.
• Actively communicate on a weekly or bi-weekly basis with clinic managers and staff to identify opportunities for behavioral coaching, skills development and/or improvement in culture and teamwork.
• Directly responsible for coaching and disciplinary actions of employees with the assistance from Human Resources.
• Responsible for the daily management of urgent care centers. Monitor clinic activity and patient flow by being on-site at least 80% of the time to ensure efficient and effective patient care.
• Participate in problem solving and implementation of operational strategies by monitoring Key Performance Indicators (KPIs), identifying opportunities for improvement and planning and implementing changes.
• Ensures proper scheduling of all center staff shifts and approves schedules to meet the volume-based staffing model.
• Ensures accuracy of payroll and ensures overtime and/or temporary personnel hours are within budget.
• Oversees the inventory process including proper ordering to budget, adherence to formulary and proper stocking of supplies.
• Performs cross-functional duties as needed, including front desk duties such as registration, scheduling, answering phones, cash handling and other duties such as scribing, ordering of supplies, etc.
• Recruits, interviews, and hires personnel as necessary and according to budget and Human Resources guidelines.
• Oversee employee onboarding and training process.
• Partner with Market Leaders and Quality & Training team for quality monitoring and process improvements.
• Participate in rotating weekend coverage for on-call management duties.
• Ensures that centers demonstrate excellence in care in all interactions, for both patients and internal teams.
• Responsible for maintaining high level of customer experience by monitoring patient satisfaction scores, gathering, and responding to customer feedback and coaching staff for improvements in customer service.
• Ensures effective communication between Market Leaders and centers staff by conducting/participating in daily huddles and leading monthly staff meetings.
• Participate in regular meetings and special project initiatives as needed.
• Ensures appropriate network integration by monitoring patient referrals and problem solving when necessary to address service issues.

This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job-related duties as required by their supervisor, subject to reasonable accommodation.

Education

Associates, Healthcare Management, Nursing, Business Administration, or related field (required)

Work Experience

2 years' experience in supervisory or management experience (required)

Supervisory or management experience in multi-site healthcare setting (preferred)

Training

Electronic Health Record- EPIC (preferred)

Docutap (preferred)

Experity (preferred)

Skills

Strong oral, verbal and written communication skills

Attention to detail

Critical thinking, problem solving skills and ability to work independently

Strong conflict resolution skills and communication with customers

Evaluate employee performance and behaviors and escalate as necessary

Basic computing skills

Knowledge of billing operations including ICD-10 and CPT coding, medical terminology.

Requires judgment in selection of alternative courses of action.

Adapts standard principles to new or changed conditions.

Requires listening skills to maintain cooperative associations.

Many of our opportunities reward* your hard work with:

Comprehensive, affordable medical, dental and vision plans

Prescription drug coverage

Flexible spending accounts

Life insurance w/AD&D

Employer contributions to retirement savings plan when eligible

Paid time off

Educational Assistance

And much more

• Benefits offerings vary according to employment status

All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you'd like to view a copy of the affirmative action plan or policy statement for Mercy Health- Youngstown, Ohio or Bon Secours- Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employers, please email recruitment@mercy.com. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at recruitment@mercy.com