Supv, Operations

Operations Supervisor

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The Operations Supervisor oversees the day-to-day administrative and business operations for a designated section of The Emory Clinic. This role provides supervision and operational support for non-clinical staff and ensures that front office and business office functions operate efficiently and in compliance with organizational policies, procedures, and regulatory requirements.

The Operations Supervisor collaborates with physicians, clinic leadership, and administrative teams to support efficient clinic workflows, high-quality patient service, and operational performance goals. This role monitors operational performance, implements service improvement initiatives, and supports financial and administrative processes within the section.

Operational Supervision

• Supervise daily business office operations within the clinic section.
• Provide leadership and oversight for non-clinical support staff including front desk personnel, call center staff, medical secretaries, medical records staff, precertification coordinators, and referral coordinators.
• Provide ongoing performance feedback, coaching, and staff development.
• Participate in recruitment activities including interviewing, hiring, onboarding, and training employees in collaboration with clinic leadership.
• Anticipate staffing needs and assist leadership with workforce planning.

Front Desk Operations and Patient Flow

• Maintain oversight of front desk operations and patient flow management during business hours.
• Ensure staff activities support efficient clinic operations and patient service.
• Lead or participate in Daily Huddles to review operational priorities and service standards.
• Reinforce key initiatives including service standards, national patient safety goals, and environment of care practices.

Patient Experience and Service Excellence

• Monitor and review patient satisfaction data, including Press Ganey results.
• Share patient experience feedback with staff and implement process improvements.
• Ensure adherence to The Emory Clinic (TEC) Service Standards.
• Provide individualized service coaching to staff and monitor improvement efforts.
• Support initiatives designed to enhance the overall patient experience and service quality.

Process Improvement and Operational Problem Solving

• Participate in identifying and resolving operational challenges affecting clinic operations.
• Assist with operational meetings focused on process improvements and workflow enhancements.
• Collaborate with clinic leadership and other departments to ensure consistent implementation of clinic policies and operational procedures.

Data Analysis, Reporting, and Budget Support

• Compile information and prepare reports and operational summaries for leadership.
• Analyze operational data to identify trends, progress, and improvement opportunities.
• Utilize reporting tools to support operational performance monitoring.
• Assist leadership in monitoring budget status and operational expenditures.
• Identify cost-effective alternatives to support operational efficiency.

Billing, Supplies, and Inventory Management

• Monitor submission of accurate and timely billing information to the business office to support reimbursement.
• Coordinate the purchase of medical and office supplies needed for clinic operations.
• Maintain an inventory management system to ensure appropriate supply levels and equipment availability.

Minimum Qualifications

Education and Experience

• Five (5) years of related job experience, or
• Bachelor's degree with three (3) years of related experience, or
• Graduation from the Operations Development Program (ODP).

Additional Requirements

• Some positions in this classification may require one (1) year of supervisory experience.

Technical Skills

• Proficiency with word processing software, spreadsheet applications, and presentation software.

Physical Requirements: (Light); 11-20 lbs, 0-33% of the workday (occasionally); 01-10 lbs 34-66% of the workday (frequently) Negligible 67-100% of the workday (constantly), Lifting 20 lbs max, Carrying of objects up to 10 lbs, Occasional to frequent standing & walking; Occasional to frequent sitting; close eye work (computers, typing, reading, writing); Physical demands may vary depending on assigned work area and work tasks. Environmental Factors: Factors affecting environment conditions may vary depending on the assigned work area and tasks. Environmental exposures include, but are not limited to: blood-borne pathogen exposure bio-hazardous waste chemicals/gases/fumes/vapors communicable diseases electrical shock, floor surfaces, hot/cold temperatures, indoor/outdoor conditions, latex, lighting, patient care/handling injuries, radiation, shift work, travel may be required. Use of personal protective equipment, including respirators, environmental conditions may vary depending on assigned work area and work tasks.

Additional Details

Emory is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.

Emory Healthcare is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. Please contact Emory Healthcare's Human Resources at View email address on click.appcast.io. Please note that one week's advance notice is preferred.