Supervisor of Operational Services, Leominster Primary Care

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Position in this function supervises assigned employees and activities for the efficient administration of medical office activities. Coordinates a broad range of functions including medical assistant duties, scheduling, electronic medical record (EMR), budget, etc. Provides administrative support services and other related duties. Independently coordinates process improvement initiatives, the rollout of organizational initiatives, recruiting efforts, and corrective action. Acts as a contributor to budget planning and plays an active role in providing key metric updates to leadership.

Primary Responsibilities:

• Leadership & Supervision
  • Directly supervises clinical and administrative staff (15+), including hiring, training, scheduling, performance evaluations, corrective action, and resolving grievances
  • Provides effective direction, guidance, and leadership over the staff for effective teamwork and motivation, and fosters the effective integration of efforts with organization-wide initiatives. Creates an environment that nurtures the empowerment of staff members; encourages the development of self-directed work teams
  • Cultivate an environment of continuous improvement. Create and follow standard work processes and collaborate to define best practices
  • Collaborates with leader and People Team on performance management and corrective actions
  • Provides training, guidance, and support on policies, procedures, and software systems
  • Serves as a role model and promotes self-directed teams and quality management
  • Contributes to departmental employee engagement efforts
• Operational Management
  • Oversees daily clinical and support operations ensuring access, service quality, cost control and other duties as needed
  • Manages staffing assignments to meet patient care needs, practice volume, and qualifications
  • Monitors and ensures compliance with policies, safety, infection control, and regulatory requirements (e.g., Optum, DPH, Practice Health and Safety etc). Ensures that SSAs are closed within expected timeframe
  • Manages equipment, supplies, and maintenance to maintain efficient operations
  • Processes payroll for assigned staff following standard procedures. Ensures time off and adjustments to time are accurately recorded in the payroll system. Resolve discrepancies as required
  • Analyzes and creates response to operational reports (appointments, referrals, quality initiatives, recalls, patient feedback) to optimize workflows and scheduling
  • Assists Assc Director/Practice Manager/Site Administrator or others in responding to patient concerns as needed. Monitors and addresses patient complaints within position responsibility. Ensures the highest level of patient satisfaction and supports patient satisfaction initiatives. Works with physicians and others to address and prevent problems
  • Achieves and retains super-user status on current system software to best manage provider's appointment schedules. Confirm accuracy in provider schedules for all providers following standard protocol and following provider contractual obligations as required. Provides training and support to all members of the site/department on the procedures and current software
• Communication & Collaboration
  • Lead regular staff meetings in partnership with appropriate leadership to assure consistent communication on key strategies and operational goals
  • Builds solid interdisciplinary relationships fostering mutual respect and collaboration
  • Acts as a liaison with physicians, nursing, and other supervisors to enhance clinical practice and service line initiatives
  • Provides effective direction, guidance, and leadership for effective teamwork and motivation, and fosters the effective integration of efforts with clinic-wide initiatives
• Financial & Business Acumen
  • Participates in budget planning, monitors expenditures, and implements initiatives to meet financial goals. Resolves discrepancies
  • Provides leadership with regular summarized updates on key performance indicators and operational outcomes, including monthly review of reporting tools with the articulation of key operational drivers of success or variance
  • Demonstrates understanding of the broader corporate business model and the practice's role in organizational success
• Planning & Problem Solving
  • Applies systematic analysis to identify and resolve technical and operational issues. Evaluates the impact of solutions to ensure goals are achieved
  • Develops and implements project plans and quality improvement initiatives
  • Plans, implements, and evaluates the assigned staffing needs on a daily basis to adequately support patient care. Assigns staff based upon patient needs, practice volume, staff qualification, and department policy
  • Ensures that the assigned area complies with established policies, quality assurance programs, safety, and infection control policies and procedures
  • Ensures adequate equipment and supplies for the assigned area
• Other
  • Performs similar or related duties as required or directed
  • Enhances professional growth and development through educational programs, seminars, etc.
  • Regular, reliable and predicable attendance is required

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• 3+ years of experience in relevant medical or healthcare setting with preference for 2+ years in a supervisory role
• Proven knowledge of medical terminology and experience with electronic medical records
• Proficient in Microsoft Office (Excel, Word, Outlook) and practice management software
• Demonstrated leadership ability that includes problem-solving skills and the ability to communicate via written reports
• Demonstrated excellent organizational, interpersonal, team-building, and communication skills
• Proven ability to address issues through project management and coordinate people and resources accordingly

Unless certification, licensure or registration is required, an equivalent combination of education and experience, which provides proficiency in the areas of responsibility listed in this description, may be substituted for the above requirements.

Physical Requirement:

• Physical health sufficient to meet the ergonomic standards and demands of the position

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $60,200 to $107,400 annually based on full-time employment. We comply with all minimum wage laws as applicable.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.

OptumCare is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

OptumCare is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.