Head of Operations & Business Management

MedStar Radiology Network is currently seeking an experienced Director of Operations for a Full-Time position at our outpatient imaging center located in Chevy Chase, Maryland . This position will manage radiology operations for outpatient imaging centers located in Chevy Chase, Rockville, and Olney. Quarterly Bonus Program

Paid Time Off & Holiday Pay

Comprehensive medical, dental, vision, and prescription coverage with a Flexible Spending Account (FSA)

401(k) with Company Match and Company-paid Life Insurance

Short-term & Long-term Disability and Employee Assistance Program (EAP)

Director, VP, or EVP, the Director of Center Operations:

Must have experience and knowledge of business practices, budgeting, accounting, and supervisory techniques. Must have a working knowledge of clinical and/or support service operations, the ability to plan and direct the work of others and assist with the development and implementation of policies and procedures. A comprehensive knowledge of modern business and leadership practices is required. Must be knowledgeable of medical and/or imaging billing, payer contracts, and reimbursement practices. Must be able to effectively communicate, both orally and in writing. Must be proficient in computer applications, to include MS Office Suite.

Develops and maintains effective and collaborative professional working relationships with center Medical Director(s), Radiologists, OIA, and when applicable, partner and radiology leadership. Executes sales calls to obtain desired outcome for the work area and organization, including best use of sales techniques, and adherence to sales standards such as usage of team calendar, monthly and daily pre-call planning and effective territory management.

Situational awareness including appropriate professional presence in referring practices, acting in the best interest of the customer and maintaining confidentiality.

Daily update of CRM to accurately record activities and to ensure practice and contact record information is accurate on reports.

Works with and as an extension of the administrator in the development of work-area organizational goals within the categories of People, Quality, Growth, Service, and Finance. Demonstrates proficiency in OIA tools including CRM, OIA-produced reports and other resources available to perform job and achieve desired outcomes. In collaboration with the Administrator, analyzes data to identify areas of focus and opportunity and develops sales plan outlining strategies to achieve desired outcomes. Oversees, facilitates, and executes sales initiatives, including campaign implementation, event management and promotional activities.

Represent OIA/Center at meetings with customers, referring offices, patients, and partner (when applicable).

Ensures provision and delivery of ongoing sales training for sales staff. Facilitates sales staff participation in in-service trainings to increase understanding of clinical and business office operations.

As needed, works with administrator and center leadership to support center-wide performance improvement initiatives.

Receives guidance and direction from the Administrator, but plans, develops, and implements programs and projects with minimal assistance.

Supports a work environment which promotes cross-training of work responsibilities for all work groups.

When requested/needed, works with and participates with marketing team to 1) facilitate and execute marketing initiatives, such as sales, media relations, publications, events presentations, and promotional activities during and after normal business hours 2) identify areas for growth and new potential revenue sources and develops sales/education strategies to capture.

Collaborates with the Administrator to consistently identify opportunities and takes action to implement programs within area(s) of responsibility which address quality control and improvement and streamlining of work to: a) increase referral volume, b) hardwire best practices to promote exceptional service and experience to patients, peers, and external customers.

Provides center/operational information and guidance when needed to others, including staff, executive management, and outside sources.

Timely recruitment of a high-quality work force

Proper orientation and training of new employees

Works with and as an extension of OIA HR department to perform local HR responsibilities as needed or directed to ensure established and communicated procedures are followed at the center level, and proper completion and handoff of required paperwork such as PAFs, PRFs, NURF, I9, Applications, etc. Must be able to participate in evening and weekend marketing events on behalf of the center, which includes periodic overnight travel to meetings.

Proposes operational changes/improvements that will assist the center in meeting or exceeding the volume and customer service quality performance targets.

As requested, assists with coordination, training, and implementation of employee customer service procedures and initiatives.

Approves employee timesheets by applying established time keeping policies to direct reports using the time and attendance system. Provides regular, timely and meaningful performance feedback to direct reports during regular meetings & the evaluation process. Properly documents feedback discussion as they occur. Promptly uses and follow the centers "Progressive Disciplinary & Standards of Conduct" policy and procedure with direct reports when informal coaching is not effective in facilitating the desired change in performance. Accesses and uses available resources, and data to make effective situational judgments/decision that have a significant impact on the management of the center in terms of quality of services provided to customers/patients.

Consistently engages, inspires, and communicates to staff the expectation that they provide exceptional service and experience to patients, peers, and external customers to achieve desired outcome for the organization.

Assist the Administrator, OIA, Medical Director and vendor in the selection and placement of equipment, and the design of work areas.

Facilitates prompt follow up and ensures proper investigation and training of staff when organizational measures are not being met. As directed, assists in the participation of planning of fiscal year budget and operates areas of responsibility within and achieving established budget.

Works as an extension of the administrator/director to achieve organizational patient satisfaction goal and ensures self and staff demonstrate consistent use of AIDET (Acknowledge patient, Introduce yourself, provide Duration/timeline for test, Explain the process & Thank them for choosing the center) and HEAL (Hear them out, Empathize, Apologize, & Leap into action to solve) when interacting with patients/customer. Facilitates prompt follow up and creates action plan to address and implement training and/or other strategies to improve patient satisfaction scores that fall below the organizational goal.

In absence of administrator, may make decisions that have a significant impact on the management of the center in terms of quality of services rendered to the public and to health care providers.

To be competitive, applicants must have leadership and management experience in a hospital, health care, or related field.

Knowledge of modern business practices and budgeting, accounting, and supervisory techniques.

Bachelor's degree or graduate from an accredited program in Nursing, Radiologic or Nuclear Medicine Technology, and/or equivalent in experience.

CRA preferred for Clinical Operations

Knowledge of management principles and practices.

Knowledge of business practices, budgeting, and supervisory techniques for the assigned area of responsibility or related field.

Knowledge of defined specialty area of imaging or related field.

Knowledge of computer applications, including information and billing systems, keyboard input, digital archiving, and retrieving of data.

Imaging studies are an essential component of preventative care and treatment, and having the best diagnostic equipment possible is a vital step to good preventive health for our patients. We offer access to advanced imaging performed on state-of-the-art equipment, interpreted by radiologists with advanced subspecialized training, and nationally recognized for expertise in the field of radiology. Serving patients in over 60+ communities in 19 states, OIA is an imaging center management & development operation that is committed to delivering an affordable diagnostic imaging option without compromising customer convenience, care, technology or results. We are always recruiting for talented individuals who are dedicated to excellent patient care and the highest level of customer service. J-18808-Ljbffr MedStar Radiology Network