Senior Manager, Operations - Ambulatory

Section Manager

Responsible for managing the day-to-day operations of a defined area within a section of The Emory Clinic. Plans and coordinates the activities of staff within the section to meet organizational operational standards. Manages section resources in line with budget and ensures compliance with policies, procedures, and regulatory guidelines. Handles operational issues as they arise and works with section leadership to resolve problems as needed. Accountable for activities that enhance operational efficiencies, improve patient satisfaction, and result in cost-effective healthcare solutions. Evaluates daily operations to ensure the section is providing quality patient care and maximizing patient flow. Supports the achievement of section performance targets and financial goals.

Primary Duties and Responsibilities:

• Manages day-to-day clinic operations for the assigned section, including medical records, scheduling, and registration functions
• Evaluates daily operations to ensure the section is providing quality patient care and maximizing patient flow
• Resolves operational issues and implements activities that enhance operational efficiency
• Monitors workflow and meets with staff members to discuss progress and develop future courses of action
• Performs periodic audits, surveys, and organizational assessments
• Monitors all internal systems and makes changes in controls as necessary
• Develops marketing plans, satisfaction surveys, and staffing plans
• Oversees satellite location staffing and reconciles charge slips, including the return of charge slips from satellites
• Develops procedures for purchasing medical and office supplies and capital equipment necessary for the practice
• Establishes and maintains an inventory system to ensure adequate levels of supplies and equipment
• Establishes and administers a maintenance program for all office and medical equipment to ensure timely repairs and proper functioning
• Purchases, receives, and authorizes for payment all equipment and supplies necessary for the efficient running of the section
• Meets with vendors, evaluates their products, and directs the purchase of all capital equipment for the unit
• Assures that all equipment repairs and maintenance are made in a timely manner
• Collaborates with finance to incorporate financial management responsibilities into the roles of clinic operations staff, including budgeting, inventory monitoring and control, and purchasing
• Works with patient financial services to manage operations related to billing, reimbursement opportunities, revenue cycle management, payment variances, and related activities
• Responsible for profitability and managing within the established budget
• Responsible for sustaining and contributing to the growth of the assigned section
• Responsible for materials management for the assigned section
• Assures accuracy of payroll records
• Analyzes and acts on reports generated by the business office and makes changes in management practice as necessary
• Supervises staff and manages employee performance
• Provides ongoing performance feedback, addresses problems, and takes corrective or disciplinary action as needed
• Orients and trains employees, verifies and documents competency, and identifies and suggests ways to develop skills
• Develops and implements staffing plans to support section operations
• Implements, monitors, and helps develop policies and procedures to ensure compliance with regulations applicable to management of the section
• Establishes and enforces safety policies and procedures, OSHA regulations, and the employee health surveillance program
• Collaborates with quality management to facilitate the development, implementation, and monitoring of continuous quality improvement initiatives
• Institutes staff training and education programs to promote professional development, ensure consistency in nursing practice, and compliance with JCAHO, safety, and infection control policies
• Evaluates daily operations to ensure the section is providing quality patient care
• Communicates with patients, their families, and/or physicians as requested or needed
• Implements initiatives to improve patient satisfaction
• Collaborates with administrative, business, and clinical staff to improve the system by which physicians' orders for patient therapies, treatments, procedures, and referrals to specialists are appropriately implemented and documented
• Collaborates with physician and nursing staff to develop and implement a telephone triage system to ensure appropriate patient contact and treatment and consistency of practice
• Assists in a liaison capacity with physicians, nurses, and other personnel in accomplishing proper and efficient performance of patient evaluation and diagnosis
• Accountable for collecting, organizing, and analyzing data in addition to generating and providing accurate and complete reports for management and/or regulatory agencies
• Develops and prepares operational and statistical reports for management and regulatory agencies
• Collaborates with appropriate staff to assess information system needs and facilitate the development of an electronic medical record
• Institutes clinical staff training in the use of available information systems
• Integrates TEC and EHC information system projects to facilitate the provision of patient care, efficient use of clinical resources, and compliance with managed care contractual obligations
• Tracks operational metrics to support fact-based decision making and process improvement activities
• Coordinates, participates in, and assists with in-service education in the section
• Institutes staff training and education programs to promote professional development, ensure consistency in nursing practice, and compliance with JCAHO, safety, and infection control policies
• Serves on and participates in relevant clinic-wide standing and special project committees
• Collaborates with other clinical departments to improve clinical operations and communications within The Emory Clinic
• Schedules and attends meetings as needed
• Works with manager to formulate a plan for professional development
• Attends educational in-services as appropriate
• Participates in professional activities and organizations to maintain knowledge of current trends, practices, and developments

Minimum Required Qualifications:

• Education - Bachelors degree in business administration, finance, healthcare administration or related field required. Other equivalent combination of relevant education and/or experience may be considered
• Experience - 3 years healthcare related experience required, preferably in an ambulatory setting. Minimum requirement of 2 years supervisory/manager experience. Other equivalent combination of relevant education and/or experience may be considered

Knowledge, Skills, and Abilities (Required):

• Knowledge of healthcare and ambulatory clinic operations, including scheduling, registration, medical records, patient flow, and related administrative functions
• Knowledge of financial management principles related to budgeting, purchasing, inventory control, revenue cycle operations, and resource management
• Knowledge of healthcare regulatory, quality, safety, infection control, and compliance requirements applicable to clinic operations
• Ability to manage and supervise staff, including performance management, employee development, training, competency assessment, and corrective or disciplinary action
• Ability to evaluate operational workflows, identify opportunities for improvement, and implement changes that enhance efficiency, quality, and patient satisfaction
• Ability to collect, organize, analyze, and interpret operational and statistical data and prepare accurate reports for management and regulatory agencies
• Ability to monitor operational metrics and use data to support fact-based decision making and process improvement activities
• Ability to collaborate effectively with physicians, nurses, administrative staff, finance, patient financial services, quality management, and other clinical departments
• Ability to support and implement information systems used in the delivery and management of patient care
• Ability to manage equipment, supplies, inventory, vendor relationships, and equipment maintenance activities
• Ability to communicate effectively with patients, families, physicians, staff, and other internal and external stakeholders
• Ability to manage multiple operational priorities and respond effectively to issues affecting clinic operations, patient care, and organizational performance

Preferred Qualifications:

• Education - Masters degree in related field

Physical Requirements (Medium-Max 25lbs): Up to 25 lbs, 0-33% of the work day (occasionally); 11-25 lbs, 34-66% of the workday (frequently); 01-10 lbs, 67-100% of the workday (constantly); Lifting 25 lbs max; Carrying of objects up to 25 lbs; Occasional to frequent standing & walking; Occasional 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/