Director of Operations

Description

JOB TITLE: Director of Operations

EMPLOYER: Twelfth One, LLC dba Aspen Infusion

DEPARTMENT: Administration

REPORTS TO: Chief Executive Officer

SUMMARY: The Director of Operations provides leadership, direction, and ongoing management of all aspects of the assigned departments. This position has responsibility for financial and operational performance and is accountable for communicating and implementing strategic initiatives and meeting the goals in ways that ensure our facility environments are safe, effective, and high-performing. The Director of Operations interfaces with the Administrative Team to optimize the patient experience by utilizing data, analyzing processes and systems that improve patient health outcomes, and increasing the efficiency and capacity of the site(s). This position collaborates with clinical leaders to ensure services are provided in team-based, patient-centered practices that ensure patient needs are addressed. Representing the pharmacy professionally and courteously in all interactions with patients and referral sources.

DUTIES AND RESPONSIBILITIES:

Leadership & Team Management:

• Lead, supervise, and mentor a team of Intake Managers, Authorization Managers, and their direct reports.
• Provide leadership, guidance, and direction to department leadership; coach, mentor, and develop department leaders’ capacity to manage all aspects of the non-clinical practice effectively. 
• Collaborate with department leaders to develop operational objectives that align with the business's strategic plan, ensure effective implementation, and continuously monitor and evaluate effectiveness. 
• Collaborate with department leaders and outside contractors to optimize workflows, operational processes, and the overall functioning of all sites.
• Provide guidance and oversee the implementation of new programming related to improved clinical care and enhanced health outcomes. 
• Collaborate with other department leaders and direct the creation, implementation, and evaluation of clinic support systems and procedures. 
• Establish, administer, and maintain nonclinical policies and procedures encompassing all department aspects to ensure efficient and effective site operations. 
• Work collaboratively with clinical leaders and the health information technology staff to monitor the clinical performance of the EHR.
• Work collaboratively with the department leaders and the Business & Finance Leadership to prepare annual department budgets and ensure resources are allocated to carry out department activities. 
• Review, analyze, and evaluate monthly financial and statistical information and productivity reports with department leaders. Ensure necessary adjustments are executed to stay within budget parameters and meet performance goals. 
• Provide exceptional customer service and model the mission of Aspen Infusion when interacting with internal and external stakeholders, promoting a positive image for the business.
• Oversee staffing, scheduling, and task assignment to ensure proper coverage and efficient workflow in the production area.
• Conduct performance reviews, identify areas for improvement, and foster a culture of continuous improvement, accountability, and teamwork.

Process Improvement & Workflow Optimization:

• Responsible for overseeing referral flow, including patient registration, insurance verification, patient communication, upfront collection of patient copays, documentation, and real-time updates on all required communication platforms (i.e. Endue, RingCentral).
• Route patient referrals to the appropriate department or individual(s) in the pharmacy.
• Oversight and ongoing training of assigned teams.
• Evaluate and develop new processes/tools to streamline and scale the referral process.
• Communicate patient information necessary to schedule home infusion therapy services.
• Determine correct resolution to patient, and referral source complaints, take corrective action, and monitor results..
• Oversee and coordinate with other department leads, such as Accounts Payable and Billing, to ensure accurate and complete record-keeping. This includes managing the flow of up-to-date information between the intake department and the other pharmacy teams.
• Monitor operational expenses for compliance with the pharmacy expense budget.
• Provide reports on customer services to the manager.
• Ensure the implementation of processes to measure, assess, and improve the performance of the customer service department activities of the pharmacy.
• Develop, review, and suggest changes to customer service policies and procedures as needed.
• Performs other related duties as assigned by management.

Collaboration with Sales Teams:

• Coordination with the Director of Sales and/or Senior Account Executive to ensure outside referral source relationships are maintained and fostered to continue to promote Aspen Infusions' presence in the community.
• Meet regularly with the Sales Team to ensure everyone is working off the same goals for workflow optimization.

Collaboration with Human Resources & Recruitment Teams

• Recruit, hire, and direct customer service department staff members.
• Administrative Department
• Intake Department
• Authorization Department
• Arrange and collaborate with respective department supervisors to complete the annual performance evaluation of each member of the customer service department staff annually; establish annual performance goals, and monitor progress toward these goals consistently.
• Delegate authority as necessary to ensure that all responsibilities of this position are fulfilled in a timely and accurate manner.

Collaboration with Billing, Pharmacy & Nursing Teams

• Coordination with the Revenue Cycle Management team regarding appropriate authorization and accurate claim submission.
• Coordination with the Pharmacy and Nursing Teams to maintain a consistent service delivery message amongst all departments (i.e. initial interaction to the follow-up).

Quality Control & Regulatory Compliance:

• Report any misconduct, suspicious, or unethical activities to the Compliance Officer.
• Participate in surveys conducted by authorized inspection agencies.
• Participate in the pharmacy’s Performance Improvement program as requested by the Performance Improvement Coordinator.
• Participate in pharmacy committees when requested.
• Ensure ongoing compliance with all laws and regulations; ensure that the department meets or exceeds accreditation standards, and implement ‘’best practices’’ in all departmental activities.

Ongoing Education Responsibilities:

• Participate in in-service education programs provided by the pharmacy.
• Pursue continuing education programs appropriate to job responsibilities.

Requirements

QUALIFICATIONS:

• A 4-year college degree is preferred but not required.
• 5 years related experience and/or training, or equivalent combination of education and experience in management
• Strong communication skills.
• Technically proficient in platforms such as Google Suite(Docs, Forms, Sheets), Gmail(email, calendar), Paylocity(Employee/HR Platform), RingCentral/Glip, and Caretend(EMR system) experience is a plus.
• Ability to organize and plan the activities of subordinates, and to delegate appropriately.
• Organizational skills sufficient to maintain consistently accurate records.
• Experience in Customer Service and leadership roles.
• Ability to evaluate options and to make efficient decisions.

COMPETENCIES:

• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Delegation - Delegates work assignments; Matches the responsibility to the person; Gives authority to work independently; Sets expectations and monitors delegated activities; Provides recognition for results.
• Managing People - Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates' activities; Makes self-available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes, products, and services.; Continually works to improve supervisory skills.
• Problem-Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem-solving situations; Uses reason even when dealing with emotional topics.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Continually required to stand, walk, sit, talk, and hear.
• Continually required to utilize hand and finger dexterity.
• While performing the duties of this job, the noise level in the work environment is moderate. 
• The employee must occasionally lift and/or move up to 30 pounds.
• Specific vision abilities required by this job include: Close vision; Distance vision; Peripheral vision; Depth perception and the ability to adjust focus.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Salary : $105,000 - $110,000