What are the responsibilities and job description for the Admin & Call Center Operations Manager position at Summit Spine and Joint Centers?
Company Overview:
Summit Spine & Joint Centers was founded in 2014 by Dr. Amit Patel to provide patients with high-quality, patient-focused comprehensive treatments. We are a rapidly growing healthcare group with 32 Clinics and 16 Ambulatory Surgery Center locations throughout Georgia, Tennessee, and South Carolina. Our objective is to help patients regain and improve their quality of life, and at the same time provide compassionate care, one patient at a time. We are seeking mission driven people to join our growing team.
Summary of Position:
In collaboration with other members of management, manage the day-to-day business operations of SSJC's administrative buildings. Monitor and direct the workload of Phone Receptionists, New Patient Coordinators, Personal Injury Coordinators, Medical Records Coordinators, and other members of our administrative support team. Communicate with the Providers, Clinical Operations Managers, and any third-party personnel for efficiency and flow of the business, while ensuring that patients and clinical staff have excellent administrative support. Coordinate general admin operational needs while working to develop new business and improve overall group efficiency through the utilization of data analytics. Contribute to process success during de novo growth, mergers, and acquisitions.
Responsibilities
- Contribute to oversight of general admin operations, establishing and implementing goals, objectives, policies, procedures, and systems for multiple departments
- Develops/implements long-range plans with a focus on improvement and growth
- Participates in the selection, training, and supervision of various administrative staff
- Participates in staff supervision, performance evaluation, merit increases and disciplinary actions
- Partner and collaborate with physicians, mid-level providers, and management to ensure work standards, regulatory requirements, and operational workflows support the overall company mission
- Assist in the development and maintenance of de novo locations
- Project manage integration of acquisitions or mergers in relation to the administrative support functions
- Serves as a liaison between the admin teams and external agencies
- Gather, analyze, and report data for fiscal and statistical utilization
- Project manage initiatives as directed by the COO, contributing to process improvement and positive P&L growth
- Monitor and drive improvement in staff customer service
- Other duties as assigned.
Skills And Abilities
- Cohesive leadership and customer service skills required
- Knowledge of principles and practices of planning and management sufficient to manage, direct, and coordinate the operation of a health care organization
- Skill in exercising a high degree of initiative, judgment, discretion, and decision-making to achieve company objectives
- Ability to become a core trainer and super user of EMR (E Clinical Works)
- Excellent communication skills, both verbal and written, with ability to read, write, and speak in English fluently. Multi-Lingual is appreciated
- Strong interpersonal, leadership, and problem-solving skills, and the ability to address issues with staff
- Ability to train, mentor, and motivate staff
- Emotional intelligence and manner while assessing performance of employees/performance standards, implementing change, ensuring accountability, and rewarding achievement
- Strong ability to use the full Microsoft Office, including Word, PowerPoint, Excel, Outlook. Experience with Power BI and MS Project preferred.
Education And Experience
- 3 or more years of operations management experience required
- Experience using eClinicalWorks preferred
- Prior Pain Management experience preferred
- Prior experience in call center management preferred
- Bachelor's Degree required, Master’s degree preferred, or equivalent combination of education, training, and experience
