Operations Manager

Excelsia Injury Care Opportunity

Excelsia Injury Care's mission is to restore quality of life through patient-centric care and support for those injured in motor vehicle or work-related accidents. With over 100 patient care centers across the Mid-Atlantic, Midwest, and Mountain West regions, our vision is to be the leading provider of injury care setting the standard for excellence in every community we serve and expanding access to high-quality care nationwide.

At Excelsia we deliver the full continuum of outpatient care within one seamless connected system. Our diverse team of medical specialists offers a wide range of treatment services covering medical, orthopaedics, neurology, rehabilitation, diagnostic, and surgical. We are committed to supporting patients through personalized support, detailed documentation, and outcome-oriented care coordination to make the recovery process easier. With Excelsia patients are never far from the care they need—with the compassion they deserve.

Founded on the values of respect and trustworthiness we are committed to delivering services that adhere to the highest legal, regulatory, and ethical standards. As responsible corporate citizens we integrate environmental, social, and governance (ESG) considerations into our business practices ensuring that we positively impact the healthcare companies we serve our employees and the communities we reach.

Job Duties:

• Ensure smooth operation of medical offices
• Ensure sufficient staffing at medical offices at all times
• Oversee hiring of all location support staff and providers for the Pittsburgh region
• Work with COO-PA & Market President to expand the region through De Novo offices and JV opportunities
• Ensure accessibility and availability for office managers during business hours. Weekly onsite presence at all locations
• Ensure quality of operations and accuracy of all office paperwork (e.g. patient information/insurance flow sheets patient information billing superbills mail correspondence and other)
• Optimize inventory levels and support office managers in inventory management
• Ensure processes are in place to guarantee office records (e.g. OSHA employee files maintenance etc.) are maintained and current
• Ensure offices are neat clean and maintained according to Excelsia standards
• Ensure all office staff is properly trained according to Excelsia standards
• Provide administrative support to departmental physicians/administrators
• Act as a liaison between compliance BSO staff and providers to ensure that audits and retraining are completed (e.g. dictation)
• Investigate patient complaints that are reported to Compliance related to operational issues
• Improve office processes and manage the implementations
• Monitor Key Performance Indicators (KPIs) daily and react to needs
• Provide regular reporting in accordance with Excelsia standards
• Manage and trouble-shoot corporate providers patient family attorney and other inquiries
• Uphold the company’s mission to provide exceptional patient care and leads in a way that aligns with the company’s ESG goals
• May work as a back-up office manager or office support staff as needed
• Perform other duties and assignments as directed and/or as necessary
• Represent and market the Company’s services to the business and insurance community
• Maintain existing business relationships to promote the consultative efficient delivery of health services to patients and clients
• Generate new business relationships to promote the consultative efficient delivery of health services to patients and clients
• Assist the Marketing Team in development of sales and customer service plans and ensure their successful completion
• Create and execute a customer service plan that clearly identifies customer requirements effectively communicates with other Company personnel documents and resolves customer complaints maintains existing customer relationships and increases the type of services by existing customers
• Acquire and maintain a complete understanding of the personal injury field and workers compensation regulatory issues that drive the industry
• Maintain a current profile of the local market including but not limited to marketplace demographics potential customers and healthcare providers competitive with the Company
• Represent the Company in local community and business trade groups associations and other forums
• Attend sales meetings and functions outside of regular business hours
• Manage a variety of projects assigned by the market COO. Other duties as assigned

Minimum Requirements:

• Bachelor’s degree required
• Knowledge of advanced work-related subjects
• Successful completion of corporate orientation program
• Strong verbal and written communication abilities
• Five or more years in a related supervisory capacity
• 1-2 years of medical experience in an administrative/legal/physician office setting
• Previous computer skills to include (data entry word perfect etc.)

Additional Skills/Competencies:

• Ability to maintain a strong confidentiality profile
• Ability to project a strong corporate image
• Ability to recognize emergency medical and non-medical situations
• Ability to identify and resolve customer relation problems
• Ability to identify and resolve clinical problems
• Ability to remain calm in emergency situations
• Ability to form interpersonal relationships (i.e. establish rapport with others)
• Ability to manage time effectively by setting priorities
• Ability to anticipate problems before they arise
• Ability to anticipate patient/physician/corporate needs
• Mathematical ability to perform required calculations

Physical/Mental Requirements:

• Ability to work flexible hours as required by job demands
• May include some exposure to infection and injury
• Manual dexterity hand/eye coordination
• Able to lift a minimum of 10 pounds independently
• Able to perform frequent work with hand/wrist movement
• Prolonged sitting for up to 60 of time

Diversity Statement:

Excelsia Injury Care is an equal opportunity employer. We commit to a policy of nondiscrimination and equal opportunity for all employees and qualified applicants without regard to race color religion creed gender pregnancy or related medical conditions age national origin or ancestry physical or mental disability genetic predisposition marital civil union or partnership status sexual orientation gender identity or any other consideration protected by federal state or local laws.