Practice Operations Manager II

• Job Type: Officer of Administration
• Regular/Temporary: Regular
• Hours Per Week: 40
• Standard Work Schedule: Core business hours Monday-Friday, schedules vary
• Building: 1111 Westchester Ave
• Salary Range: $100,000.00 - $120,000.00

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Position Summary

The Practice Operations Manager II leads, supervises, and coordinates overall operational and administrative functions of assigned FPO clinical practice(s) to ensure maximum efficiency, high-quality patient experiences, and compliance with appropriate regulatory policies. The Practice Operations Manager II leads the practice(s) in a manner that delivers an exceptional patient experience that contributes to positive health outcomes for patients and a work culture of kindness, inclusion, integrity, accountability, and excellence.

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Responsibilities

Practice Operations

• Works collaboratively with physicians, administrative and clinical managers, and staff to ensure the achievement of practice-wide operational and financial goals/metrics. Supervises and coordinates all processes and activities in the area/functions assigned, ensuring organizational guidelines and policies are followed.
• Develop and implement policies and procedures related to patient scheduling and operational issues in the office practice and exam area in collaboration with the medical and administrative staff of the practice.
• Oversee ordering and stocking of all office supplies within the office practice suite. Monitor supply use and maintain and adjust par levels as needed.
• Ensure optimal use of the practice space throughout all hours of operation by optimizing staffing ratios and patient density.
• Monitor clinic manager dashboard including, but not limited to: Front Desk, Scheduling, Referrals, In Basket management, etc.
• Monitor all work queues for completion as they apply to practice operations.
• Collaborates with Ambulatory Facilities Operations on issues related to the physical environment of all sites and related support services, interfacing with other departments including IT and other associated vendors.
• Creates the daily, weekly, and/or monthly assignment list to ensure adequate coverage in the practice.
• Monitors patient satisfaction, responds to issues and complaints in a timely manner, and implements remediation as needed.
• Conduct daily scheduled meetings/huddles with staff to ensure consistent transfer of information, smooth patient flow, patient satisfaction, and team-driven coordination of care and services.
• Conducts regularly scheduled meetings with Supervisors and/or other Leads to develop new paths, procedures and approaches to maximize opportunities for performance and process improvement.

Strategy

• Monitors key performance indicators and implements performance improvement initiatives, as needed. Continuously seeks and implements operational improvements. Utilizes electronic medical record dashboards and reports to monitor key performance indicators of relevant operational, clinical, and revenue cycle workflows to ensure a holistic view of the practice operation. Develops practice optimization and improvement strategies and utilizes a data-driven methodology to monitor progress and staff performance.
• Develops and maintains good, productive, and collaborative relationships with departmental and clinical management and representatives.
• Implements strategies to support staff in executing FPO's strategic plan, in order to maintain service level standards and an exceptional client experience. Monitors effectiveness and ensures staff is prepared and support mechanisms are in place. Supports strategy for regional growth expansion as needed.
• Implements change management strategies that support organizational goals and process improvement initiatives. Maximizes employee adoption and measures effectiveness. Ensures communication of changes is cascaded throughout the unit and feedback channels are in place. Ensures staff support system is in place. Works with staff leads to address any escalated concerns and identified risks as needed.
• Utilizes tools for effective communication, including informal and formal presentations for various audiences.
• Evaluates Patient Experience survey results to identify trends and develops strategies to optimize patient satisfaction and service delivery.

Project Management & Reporting 

• Participate in projects and special assignments that add value and improve ColumbiaDoctors FPO Operations’ ability to support and be a resource to faculty practice departments. May serve as project lead or SME.
• Prepare ad hoc reports and/or presentations for Operations and/or Management to understand operational challenges or issues; present to Operations, Management, and Administration as needed.

People 

• Direct oversight of staff including recruiting and human resource management. Ensures approved HR strategy is implemented and adhered to. Ensures staff productivity benchmarks and quality measures are achieved. Develops remediation plans as needed. Monitors unit metrics and goals to measure effectiveness of retention strategies.
• Promotes staff professionalism and performance with coaching, training, and feedback. Mentors staff in individual and team accountability, modeling behavior and demonstrating best practices/techniques. Demonstrates self-development and keeps current on a variety of facilities management topics.
• Establishes a culture of coaching and mentoring to facilitate continuous professional development and maintain an efficient patient-centered environment, ensuring accountability, quality patient care, and patient satisfaction. Identifies and mitigates any roadblocks to performance, and evaluates effectiveness of development. Works with HR to develop remediation/action plans.

Other administrative duties

• Ensures compliance with all regulatory agencies, departmental, Service Corp, and organization policies and procedures for all staff.
• Keeps current on all organizational, regulatory compliance, and patient privacy trainings policies (e.g., infection control, public safety, EH&S, HIPAA, OSHA, etc.) and ensures that all staff have successfully completed all required trainings.
• Perform other related duties and responsibilities as assigned/requested.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

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Minimum Qualifications

• Bachelor's Degree or equivalent of education and experience.
• A minimum of 4 years of related experience.
• An equivalent combination of education and experience may be considered.
• Demonstrated intermediate or higher proficiency and/or understanding, knowledge, and experience in project development and implementation, process evaluation, and performance and operational improvement in a health care delivery system setting.
• Demonstrated proficiency in project management skills including planning and executing technical and operational project activities with cross-functional teams.
• Demonstrated strong proficiency and/or understanding of data sets; extract, evaluate, clean, and summarize; conduct qualitative and quantitative data analysis and validation as applicable to areas of responsibility.
• Candidate must be well organized and be able to manage a demanding workload and moderately complex cases in an accurate and timely.
• Demonstrated strong proficiency in problem assessment, resolution, and collaborative problem solving in complex and interdisciplinary settings.
• Ability to communicate effectively in both oral and written form. This position requires the ability to interact positively, constructively, and effectively with professional staff, providers, and organizational stakeholders.
• Must be able to create and deliver high-level communication presentations for senior leadership and other organizational stakeholders.
• Ability to lead and mentor team through new and changing situations. Demonstrate a professional and compassionate manner while conveying a positive image of the practice.
• Ability to work independently and follow through and handle multiple tasks simultaneously.
• Ability to work collaboratively with a culturally diverse staff and patient/family population, demonstrating tact and sensitivity in stressful situations.
• Strong proficiency in Microsoft Office (Word & Excel) or similar software is required, and an ability and willingness to learn new systems and programs.
• Must be a motivated individual with a positive mindset and exceptional work ethic.
• Must successfully complete systems training requirements.

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Preferred Qualifications

• Master's degree is preferred.
• Physician practice experience preferred.

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Competencies

Patient Facing Competencies

Minimum Proficiency Level

Accountability & Self-Management

Level 3 - Intermediate

Adaptability to Change & Learning Agility

Level 3 - Intermediate

Communication

Level 3 - Intermediate

Customer Service & Patient Centered

Level 3 - Intermediate

Emotional Intelligence

Level 3 - Intermediate

Problem Solving & Decision Making

Level 3 - Intermediate

Productivity & Time Management

Level 3 - Intermediate

Teamwork & Collaboration

Level 3 - Intermediate

Quality, Patient & Workplace Safety

Level 3 - Intermediate

Leadership Competencies

Minimum Proficiency Level

Business Acumen & Vision Driver

Level 1 - Introductory

Performance Management

Level 2 - Basic

Innovation & Organizational Development

Level 1 - Introductory

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Equal Opportunity Employer / Disability / Veteran

Columbia University is committed to the hiring of qualified local residents.