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Job Title : Chief Operating Officer
Job Family : Administration
Department : Professional Non-Clinical
Reports to : Chief Executive Officer
Classification : Exempt
Status : Full-time
OUR MISSION
We pursue excellence in the delivery of professional, compassionate, and complete eye care.
OUR VALUES
- Empathy : Understand others’ feelings and perspectives.
- Extend Grace : Show kindness, compassion, and understanding.
- Desire to Help People in Need : Strong sense of social responsibility.
- Desire to Work : Perform your job to the best of your abilities.
- Invest in Yourself : Never stop learning.
- Benefit of the Doubt : Foster positive relationships and interactions.
POSITION SUMMARY
The Chief Operating Officer (COO) is a key executive, overseeing the practice's operational management and strategic direction. Overseeing Patient Service and Clinic departments, the COO manages day-to-day operations, ensuring all aspects of patient care are delivered in a timely, accurate and courteous fashion. This includes the creation and implementation of operational SOP’s, training, and associated performance metrics that ensure accurate collection of patient information; management of referral and authorization processes and adherence to insurance and regulatory requirements; and clinical standards of excellence in the delivery of care, resulting in efficient clinic operations and patient satisfaction.
The COO is a key driver in quality assurance to optimize patient care, enhance the patient experience, and instill a culture of constant performance improvement. They collaborate with the Executive team and business owners to contribute to strategic planning, and make data-driven decisions.
DEPARTMENTS / OPERATIONAL UNITS
Patient Services : Scheduling, Referrals and Authorization, Medical ReceptionClinic : Optometry, Ophthalmology, Surgery Scheduling, Contact LensesESSENTIAL FUNCTIONS, DUTIES, and RESPONSIBILITIES
Operational Management : Oversee the day-to-day operations of designated departments / operational units, ensuring efficient and effective delivery of eye care services.Continuous Improvement : Utilize data analysis techniques to extract insights, identify trends, and make data-driven decisions that support the organization's strategic goals.Team Leadership and Development : Lead and mentor the team, fostering a culture of collaboration, continuous improvement, and professional growth.Patient Experience / Marketing : Collaborate with the CEO to establish a patient-centric culture and ensure the consistent delivery of high-quality eye care.Employee Experience : Ensuring a positive and engaging work environment for all employees.Referral Development : Work with staff to develop mutually beneficial referral relationships with medical professionals and related practice models.Quality Assurance and Risk Management : Develop and implement quality assurance programs and protocols to ensure the delivery of safe and effective eye care services.Regulatory Compliance : Ensure compliance with all applicable laws, regulations, and other relevant industry standards.Financial Acumen : Possess an understanding of financial management principles and practices.Technology Utilization : Stay abreast of emerging technologies and trends in healthcare.Facilities Management : Collaborate with the CFO to oversee the management of maintenance operations.Vendor Management : Manage relationships with vendors, suppliers, and service providers relevant to eye care operations.EDUCATION and EXPERIENCE
Education :Required : Bachelor’s degree in Business Administration, Healthcare Administration, Health Sciences or relevant discipline, or comparable experience.Preferred : Master's degree in Business Administration, Healthcare Administration, Public Administration, Finance, or other relevant discipline.Experience :7 years of experience in healthcare management (operations, administration, etc.) (required).3-5 years of experience leading management level teams (required).2-4 years plus experience overseeing operational teams of 30 staff, directly or through a supervisory / management structure (required).Experience leading teams in complex organizations, across multiple operating units (required).Experience leading change initiatives at a department and / or multi-department level (required).Experience developing and administering multi-million dollar budgets (required).Personnel Management (employee engagement, recruitment and retention, coaching / performance improvement, professional development, disciplinary actions, etc.) (required).KNOWLEDGE, SKILLS, and ABILITIES
Understanding operational processes in a medical / clinical practice office, including patient experience, patient care, scheduling, and regulatory compliance.Knowledge of developing and implementing policies / standard operating procedures.Highly competent / Expert level familiarity with Microsoft 365 (Word, Excel, Outlook).Strong leadership, strategic thinking, and decision-making skills.Excellent communication and interpersonal abilities to collaborate with staff and stakeholders.Commitment to delivering excellent patient care and enhancing the patient experience.WORK ACTIVITIES, STYLES, and REQUIREMENTS
FRE Standards of Patient Care :Respect : Treat all patients with respect and dignity.Communication : Communicate clearly and effectively with patients and their families.Safety : Ensure the safety of all patients and staff.Quality : Provide quality care and services to all patients.Privacy : Respect the privacy of all patients and their families.Accessibility : Ensure all patients can access the care and services they need.Changes : This job description will be updated if duties and responsibilities change significantly.
ADA / FEHA : Fogg Remington EyeCare will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990 and California’s Fair Employment and Housing Act.
EEO : Fogg Remington EyeCare is an equal-opportunity employer.
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