Director of Operations - Germantown - Conrad Pearson

Description

Overview

The Director of Operations is responsible for managing the daily activities of the clinic to ensure, smooth operation. This role directly supervises the Lab Manager, Lead CT Technologists, and all clinical and front office staff. Coordinate the development and implementation of the Clinic's operation and capital budgets, in collaboration with Market President.

Responsibilities

• Direct, manage, and supervise the daily operations of the clinic and front office to ensure efficient, smooth clinical operations.
• Plan, organize, implement, and control all clinic and front office activities to meet departmental and company goals and objectives.
• Manage and oversee clinic timekeeping and payroll processes, including ensuring accurate employee time entry, approving timecards, addressing discrepancies, and coordinating with Payroll and Human Resources to ensure timely and accurate payroll processing in compliance with company policies and labor regulations.
• Directly supervise the Laboratory Manager, Lead CT Technologist, and all clinical and front office staff, including hiring, training, evaluating, motivating, counseling, disciplining, and discharging employees in a fair and non-discriminatory manner; maintain and develop competent, productive, and quality-conscious employees.
• Plan, host, and facilitate monthly staff meetings to communicate organizational updates, operational priorities, policy changes, and performance expectations, and to promote staff engagement, alignment, and accountability.
• Regularly monitor, investigate and respond to patient and customer complaints in a timely, professional, and HIPAA-compliant manner; collaborate with clinic leadership and staff to identify root causes, implement corrective actions, and improve patient satisfaction and service recovery processes.
• Conduct routine and unannounced spot audits at clinic locations to ensure ongoing compliance with policies, procedures, regulatory requirements, and accreditation standards; proactively identify gaps and implement corrective actions to maintain continuous survey readiness.
• Monitor expenses to avoid unfavorable trends and plan appropriate staffing levels based on patient care needs and staff qualifications.
• Coordinate, develop, and implement customer service and patient satisfaction initiatives; assist in the resolution of patient complaints and concerns as needed. Ensure direct-reporting managers understand and adhere to clinic customer service expectations and guidelines and hire staff capable of meeting these expectations.
• Assist the Financial Services department with accounts receivable management activities and ensure the collection and reconciliation of all monies collected at the front office.
• Facilitate purchasing and vendor arrangements; serve as a liaison between the clinic and vendors; make appropriate recommendations as requested; and ensure appropriate inventory levels are maintained at all clinics.
• Serve as a liaison with referring physicians' offices to ensure effective and timely communication, ease and convenience of appointment scheduling, and resolution of issues that may arise.
• Promote the flow of information by establishing, utilizing, and maintaining effective communication systems within and outside the organization; communicate a clear vision of organizational goals; serve as a resource for support staff and providers; and act as a liaison between providers and support staff to ensure cooperation and coordination of clinic and front office goals and objectives.
• Assist in the development of clinical policies and procedures; support, enforce, and adhere to all company policies, procedures, and management decisions; and maintain the confidentiality of all administrative matters.
• Communicate regularly with the Market President, keeping him or her fully informed of all pertinent information and providing feedback as appropriate.
• Lead by example in attendance, punctuality, work ethic, and initiative; meet or exceed established deadlines; and utilize resources and supplies efficiently and appropriately.
• Demonstrate the ability to maintain focus and concentration throughout the workday.
• Maintain a positive outlook and a helpful, constructive approach when working with others.
• Demonstrate superior patient relations and interpersonal skills; maintain appropriate emotional control and professionalism when interacting with staff, patients, and the public; exercise tact, sensitivity, and sound judgment; and promote a positive work environment while contributing to departmental and organizational goals.

Qualifications

• Graduation from an accredited school of nursing is preferred but not required.
• Bachelor's degree required in healthcare administration, business, management, nursing or a related field. A master's degree is preferred (MBA, MHA, MSN or equivalent).
• Minimum of three (3) years of progressive physician practice or healthcare management experience required, including oversight of front- and back-office operations; multi-site leadership experience strongly preferred.
• Strong computer proficiency and ability to leverage data and reporting tools to drive operational decisions.
• Proven ability to lead, prioritize and manage multiple initiatives in a fast-paced multi-site healthcare environment
• Excellent written, verbal, interpersonal and problem-solving skills.
• Occasional evening and weekend work is required
• Valid driver's license and the ability to travel between clinic locations.