What are the responsibilities and job description for the Manager of Operations - Healthcare Call Centers position at Mercy Medical Center, Baltimore, MD?
Summary
Responsibilities
The Manager Operations will provide leadership, direction for all Primary Care Contact (Call) Centers and the Speciality Concierge Team in a manner consistent with the mission and core values of the organization. The Ops. Manager will develop, establish and apply policies and procedures, and insure development and implementation of an efficient daily workflow in all areas of the Contact Centers. This position is responsible for the identification and development of revenue opportunities, physician relationship building, practice building and expansion, staff recruitment and multi-site operations. This position works closely with the Director of Practie Communications, site leadership as well as physicians and staff in the site. The position also interacts closely with other senior management team members to drive the success of corporate initiatives, practice development and key organizational goals. This position oversees all of the Primary Care Contact (Call) Centers and the Specialty Concierge team. This position requires travel to the various sites.
Requirements
Education and Work Experience:
Benefits
Benefits Eligibility is based on your scheduled FTE status and Job Category
Mercy Health Services is sponsored by the Sisters of Mercy. We are an Equal Opportunity Employer (EEO) recruiting talent for Mercy Health Services, which serves the greater Baltimore Metro and surrounding Maryland areas.
Responsibilities
The Manager Operations will provide leadership, direction for all Primary Care Contact (Call) Centers and the Speciality Concierge Team in a manner consistent with the mission and core values of the organization. The Ops. Manager will develop, establish and apply policies and procedures, and insure development and implementation of an efficient daily workflow in all areas of the Contact Centers. This position is responsible for the identification and development of revenue opportunities, physician relationship building, practice building and expansion, staff recruitment and multi-site operations. This position works closely with the Director of Practie Communications, site leadership as well as physicians and staff in the site. The position also interacts closely with other senior management team members to drive the success of corporate initiatives, practice development and key organizational goals. This position oversees all of the Primary Care Contact (Call) Centers and the Specialty Concierge team. This position requires travel to the various sites.
Requirements
Education and Work Experience:
- Must possess a degree in Bachelor of Business Administration or Science Degree in Healthcare or related field- 5 years of progressively increasing management experience can replace the education requirement.
- Masters in Healthcare Administration, preferred.
- Computer proficiency and technical aptitude with the ability to utilize one or more of the following:
- Microsoft Word, Power Point, and Excel
- Microsoft Outlook
- Meditech (if applicable to position)
- Epic (if applicable to position)
- NetLearning
- Electronic Performance Appraisal System
- Must be able to read, write, and speak the English language in an understandable manner.
- Must be able to work independently and possess the ability to make independent decisions when circumstances warrant such action.
- Must possess the ability to effectively communicate and deal tactfully with other personnel, visitors, patients, physicians, customers, and the general public.
- Must be flexible, have personal integrity, and the ability to function effectively as a team with other employees.
- Must be able to follow written and oral instructions.
- Physician and staff relationship building and retention.
- Excellent computer skills including experience in using MS Excel, Outlook (E-Mail), Practice Management Software applications, financial management applications and other related applications.
- Development and interpretation of complex financial documents including Profit & Loss statement, budgets & other related reports.
- Human Resources Management.
- Business planning and development.
- Strong interpersonal skills.
- Ability to be detail-oriented and still remained focus on larger goals/targets.
Benefits
Benefits Eligibility is based on your scheduled FTE status and Job Category
- Competitive health, prescription, vision and dental benefits & wellness credit for eligible employees
- 403(b) retirement plan with generous company match and “catch up” provision
- Paid Time Off (PTO) & company paid holidays
- Tuition reimbursement
- Mental Health resources and other employee related wellness opportunities through our Employee Assistance Program
- Employer paid Short & Long Term Disability benefits for eligible employees
- Voluntary Benefits
- Discounts on auto & home insurance and Verizon plans
- Mercy’s Rewards & Recognition Program rewarding employees for going above and beyond in living Mercy’s Mission and Values
Mercy Health Services is sponsored by the Sisters of Mercy. We are an Equal Opportunity Employer (EEO) recruiting talent for Mercy Health Services, which serves the greater Baltimore Metro and surrounding Maryland areas.
