Director, Operations - SouthPark

Primary Objective

The Director of Clinic Operations is responsible for the clinical, administrative, operational and financial activities of all clinic settings, under the direction of the Chief Operating Officer. Works collaboratively with ancillary departments, physician leadership, and all other CEENTA departments to ensure timely patient access to care, operational efficiency, effective and safe delivery of patient care, practice productivity and growth, fiscal integrity, regulatory compliance and high patient satisfaction.

Essential Functions

Management:

• Plans, organizes, directs and manages, through jointly supervised staff, the outpatient operations, including patient flow, scheduling, and resource utilization.

• Develop and implement strategies to improve patient care, enhance practice efficiency, and drive business growth.

• Directs patient and staff safety, including working with staff to identify opportunities for enhancement of safety protocols and develop action plan to address same.

• Contributes to the implementation of workflow and system improvements, meeting the needs of the department, utilizing CEENTA systems.

• Ensures optimal patient care by re-deploying staff to meet demands of the services.

• Assures consistency in practice and resources to ensure an optimal patient experience.

• Actively serves on CEENTA committees and department meetings as directed by the COO, including leading and presenting special projects as assigned.

• Proactively identifies opportunities to improve quality, service, patient satisfaction and financial performance metrics.

• Foster strong relationships with physicians and their staff to ensure collaboration and support.

• Oversees management of Operations Managers, including:

• Performance management, to include coaching and corrective action as needed.

• Identifying individual growth and development opportunities to positively impact employee engagement & performance.

• Regular one on ones with your managers

• Monitors applicable dashboards, reports, messages, andwork queuesin the EHR system to optimize clinic operations.

• Facilitates a good working relationship between the practice staff, physicians and administration.

Finance:

• Directs and meets financial objectives as outlined by Executive Leadership; examples include:

• Reviewing monthlyfinancialstatements.

• Provide input to develop annual budgets

• Establishing methods to meet or exceed budgeted visit volume, staff allocation, &/or revenue.

• Managing the maximizationofpatient paymentcollection.

• Upholdingfinancial policies and procedures through staff accountability and patient education.

• Facilitating the annual strategic budgetary process, forecasting need for capital equipment, staff, etc.

• Identifying innovative revenue-generating or cost-saving measures.

• Coordinate business agreements and contractual relationships as needed with vendors

Patient Experience:

• Maintains patient relations by promptly and appropriately responding to questions or concerns.

• Documents patient concerns into the electronic monitoring system.

• Promotes technological offerings that enhance the patient experience, such as CEENTAs patient portal and online scheduling.

• Collaborates with providers and staff to enhance the patient experience, including training and coaching on patient experience objectives.

• Implement strategies to improve patient satisfaction and experience.

Training& Communication:

• Coordinates and promotes staff training opportunities, including continuing medical education.

• Ensures all staff are trained and up to date on company and departmental policies and procedures.

• Maintains current knowledge of governmental quality and regulatory mandates and educate providers and staff on same.

• Ensures staff certifications are maintained and annual required training is completed.

• Trains staff on new and existing workflows, including reinforcing EHR system procedures.

• Develops and implementsoperationalonboarding and trainingplans for new employees in collaboration with the HR Department.

• Engages in regular communication, including one-on-ones andoverseeingmonthly staff meetings.

• Maintains provider relationships through open communication regarding clinic considerations and departmental updates.

• Ensures effective communication and collaboration with the department administrator, physician leadership and ancillary departments to ensure goals, operations, and strategic direction are aligned.

• Ability to meet the physical and mental demands of the position.

• The ability to work on-site.

• Predictable, reliable, and prompt attendance.

Quality/Process Improvement:

• Implement and monitor quality improvement initiatives to enhance patient outcomes and satisfaction.Carries out service excellence and patient safety programs, in collaboration with physician leadership. Promotes a culture of service excellence, including patient and employee satisfaction.

• Develop and implement plans to improve practice performance, including patient volume, billing and collections, and service utilization.

• Ensure compliance with all relevant healthcare regulations and safety standards.Carries out CEENTA policies and procedures designed to maintain a safe working environment in the context of regulatory standards, facility constraints and cost.

Skills and Abilities

• Must have strong business acumen and proven competency in strategic management of a medical practiceor department

• Must be able to manage and foster a team environment

• Must have willingness to accept and lead change, new processes and methods for continuous improvement

• Proficient in Microsoft Office applications (Outlook, Word, Excel)

• Proficient in Electronic Medical Record systems

• Ability to communicate effectively & professionally (written and verbal)

Core Competencies

• Communication - Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.

• Building Patient Loyalty - Effectively meeting patient needs; building productive patient relationships; taking responsibility for patient satisfaction and loyalty.

• Developing Others - Planning and supporting the development of individuals skills and abilities so that they can fulfill current or future job/role responsibilities more effectively.

• Facilitating Change - Encouraging others to seek opportunities for different and innovative approaches to addressing problems and opportunities; facilitating the implementation and acceptance of change within the workplace.

• Managing Conflict - Dealing effectively with others in an antagonistic situation; using appropriate inter-personal styles and methods to reduce tension or conflict.

Clinical Competencies

Working knowledge of procedures and techniques involved in administering routine and special treatments to patients in the applicable clinical area.

Accountability

Our mission is to be the premier eye, ear, nose, and throat group providing comprehensive, quality, and ethical healthcare to all in the Carolinas; to provide a favorable environment for the delivery of healthcare; and to provide for the wellbeing of the physicians and the employees of Charlotte Eye Ear Nose & Throat Associates, P.A.

The Director of Clinic Operations impacts CEENTAs ability to achieve its mission by overseeing and managing clinical operations, staffing and equipment of the assigned departments to ensure effective, efficient delivery of high-quality patient care and an excellent patient experience.

Education

Bachelor's degree in healthcare administration, business administration, or a related field required.

Masters Degree preferred

Experience

Minimum of 5 years' experience in progressively more responsible roles

Certificates, Licenses, Registrations

Certified Medical Practice Executive (CMPE) is preferred.

Work Environment

The work environment characteristics described are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The Director of Clinic Operations functions in multi-specialty clinic(s) with high patient volume. This role may be exposed to contagious or infectious diseases, and therefore, may be required to wear personal protective equipment at times. This position routinely uses clinical equipment and standard office equipment, including computers and multi-line telephones.

Supervisory Responsibilities

This positionmanages a teamof Operations Managers I & II, Sr. Operations Managers I & II and Operations supervisors for areas without a manager.

Position Type and Expected Hours of Work

This is a full-time, exempt position with in-office core business hours. Hours are subject to variation based upon business needs. Estimated fifty (50) or more hours weekly until major deliverables in place.

Physical and Mental & Other Requirements

The physical and mental demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands:

• Occasionally assists with moving or positioningwheelchairbound patients, clinical equipment, and office supplies.

• Frequently required tostand; walk;sit in front of a computer; type; perform repetitive mouse clicks;use hands tofinger, handle or feel; and reach with hands and arms to assist patients and/orproviders/staff.

• Occasionally required to climb stairs, squat, kneel, or carry.

• May support procedures or services requiring fine manipulation.

Mental Demands:

• Ability to problem solve.

• Ability to work under pressure.

• Ability to make quick decisions.

• Ability to supervise others.

• Ability to thrive in a fast-paced environment.

• Ability to use discretion and sensitivity.

• Ability to interpret data.

• Ability to self-direct and work independently.

Other Requirements:

• Active & Current Drivers license

• Clean driving record

• Consistent and Reliable Transportation

• Polite and professional disposition

Travel

Regular travel to all CEENTA locations

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. In addition to those essential functions identified above, individuals in this position are also responsible for performing other duties or tasks that may be assigned. CEENTA retains the discretion to add or change the essential job functions of this position at any time without notice.