Business Operations Associate

Business Operations Associate

The Business Operations Associate is a key position within the Business Operations department for Catholic Health Home Care & Good Shepherd Hospice, supporting our patients, families, affiliates, and internal departments. The primary focus of this position is to execute the operational direction of the organization by supporting interdepartmental & affiliated partner coordination, internal/external customer service, data analytics, data entry, quality reviews, revenue-cycle support & documentation processing. It also includes continual learning and usage of all associated software programs, process improvement support, and escalation mitigation coordination.

This position responds to live-time situations and grievances, serves as a liaison, problem-solves where applicable, triages phone calls, takes, forwards, follows up on messages, and escalates issues through appropriate channels as needed. This position also includes: entering information accurately within an electronic medical record (EMR), tasking teams and departments per designated processes, compiling data, and following up with physicians, nurses, and support staff to process appropriate documentation timely. This position will support executing and ensuring operational decisions are implemented accurately and efficiently without unintended consequences.

General Responsibilities:

• Fosters a team environment of exceptional customer service and collaboration, accountability, participation, cooperation, teamwork, and professional growth
• Maintains productivity to achieve metrics, per department protocols, as assigned
• Revenue-Cycle support, data analytics, and report management
• Deficiency follow-up and processing
• Manages effective and timely documentation processes
• Physician and clinician follow up as needed
• Vendor and affiliated C.H. partner(s) coordination and follow up as needed
• Facilitates communication and provides information through the continuum of hospice care delivery
• Facilitates communication and provides information through the continuum of home care delivery
• Data entry, documentation processing, and quality review(s)
• Medical Supply and Durable Medical Supply (DME) processing
• Invoice processing and vendor relations
• Answering and handling incoming calls in an efficient and friendly manner
• Receiving and distributing supplies in a professional and helpful manner; stocking and re-stocking as assigned
• Serves as a point of contact for interactions with clinical team members, administrative associates, referral sources, and patients/patient families
• Supports process improvement, implementing quality assurance processes, as well as tracking, and reporting on key metrics; using a data-driven approach
• Protects confidentiality of patient and agency information through effective controls and direct supervision of clinical data
• Supports the development, evaluation, and maintenance of tools (e.g. dashboards, reports, etc.) to track, prepare, and communicate data/information to various stakeholders
• Accepts other duties as assigned to promote the accomplishment of organizational goals

Minimum Requirements:
Degree Requirements and Minimum Experience Required:

• Bachelor’s Degree required; or relevant job experience
• Analytical assessment and project management experience preferred
• Customer Service experience a plus
• Healthcare experience a plus

Skill Requirements:

• Problem-solving, brainstorming, and planning skills are required. Strong quantitative and analytical abilities are essential
• Able to deliver clear and concise communications and to write clearly and effectively
• Prolonged, extensive, or considerable standing/walking; heavy physical effort (lift/carry up to 30 lbs.)
• Ability to analyze, diagnose, suggest, and implement process change
• Success-driven/results-oriented in a matrix environment
• Effective relationship-building and communication (written and verbal) skills are essential with demonstrable sensitivity to communication in a matrix environment
• Business analytic skills, including working knowledge of the healthcare industry, operations, and information systems desirable
• Working knowledge and experience in database management is desirable. Familiarity with Excel, EMR(s), and/or other applicable software

The salary range or rate listed does not include any differential pay or other forms of compensation that may be applicable to this job and it does not include the value of benefits.

At Catholic Health, we believe in a people-first approach. In addition to the estimated base pay provided, employees are eligible for generous benefits packages, generous tuition assistance, a defined benefit pension plan, and a culture that supports professional and educational growth.

Salary : $27 - $29