Head of Operations & Business Management

We're committed to bringing passion and customer focus to the business. This role will have operational oversight for Springfield, PA and Abington, PA offices and will be required to be on site and travel between both offices** Manages the daily business operations, staff and performance of multiple urgent care sites through the development of strong partnership relations with clinical services staff, providers, and regional leaders. Ensures the alignment of each site with the core mission and values of the company: to provide best-in-class community pediatric care, combining excellent clinical quality with superb customer experience. Manages the financial performance and growth of the practice. Manages the performance of the entire employee team, ensuring all team members are working to their top potential and working together to deliver a safe, enjoyable, and high-quality experience for patients and staff. This is a bonus-eligible position. Financial Performance ▪ Site EBITDA Margin Variance ▪ Labor Expense Management Site Volume Growth ▪ Retention (CSS and Providers) ▪ Net Promoter Score Staff management: Oversee all staff through hiring, scheduling, and performance management. Routinely host staff meetings to ensure staff are informed of all office updates. Financial Performance Drive site profitability by acting on key financial metrics such as volume, productivity, expenditures (supplies and labor), revenue collection, and bad debt. Account for site finances, including making bank deposits and performing weekly reconciliation, managing petty cash, and submitting batch and expense report Ensure high quality, efficient, and compassionate patient care. Clinical training oversight: Ensure the timely orientation, training and cross-training of clinical support staff (CSS) with the assistance of CSS preceptors to ensure that all competencies, policies, established practices and standards are followed. ▪ Partner with Regional Operations Director and Central Scheduling Team to create schedules, review and adjust staffing levels as indicated by patient volume and efficiency standards, coordinate coverage for gaps in schedule, and ensure effective uptake of provider and CSS back-up systems. Manage employee time including hiring offers, clinical start dates, timekeeping, attendance tracking, absence management, HRIS data, and approvals in a timely manner. ▪ Engage in or delegate a minimum of 5 touchpoints a month to local community referral sources, predominantly during lower volume months. ▪ Compliance and maintenance: Ensure all sites are compliant with OSHA and UCA standards, and preventative maintenance schedules are followed. This includes conducting/coordinating clinical competency training and reviews, maintaining personnel files in compliance with accrediting body standards, inspecting the physical plant, managing inventory, and coordinating repairs. Work with regional medical leaders to maintain clinical quality controls for laboratory and radiology practices. ▪ Quality and safety: Ensure resolution of quality/safety concerns through submission, review, escalation, and coordination. Identify and implement solutions/improvements, and document meaningful follow-up in the safety reporting system. ▪ Revenue collection: Monitor and improve front desk performance including registration, insurance verification, payment and customer service processes. Ensure adequate billing controls including ensuring team is tracking and correcting unassigned/unlocked charts, correctly cancelling visits, and completing timely credentialing steps. ▪ Provide patient experience training and perform patient experience service recovery. ▪ Bachelor’s degree (or equivalent experience). ▪ Knowledge of basic financial concepts, practices, and procedures. ▪ Exhibits a comprehensive understanding of driving revenue within the practice, operational processes, data analysis, and the ability to analyze expense controls. ▪ Advanced knowledge of strategies and tactics that affect urgent care productivity and efficiency, office workflow, patient satisfaction, and volume growth. ▪ Excellent customer service skills. ▪ Process improvement skills. ▪Advanced understanding of registration, scheduling, and billing systems. Effective at managing team members of all different clinical backgrounds, including physicians ▪ Sets and models high performance and behavior standards; holds team members accountable through regular performance review and assessment. ▪ Travel And Schedule Requirements ▪ Full-time onsite presence across offices is required. ▪ Ability to work a flexible schedule including evenings, weekends, and some holidays. The salary/rate range listed here has been provided to comply with local regulations and represents a potential base salary/rate for this role. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status or any other characteristic protected by law.