Operations Manager

SUMMARY:

The Operations Manager functions as a part of the Administrative team, and it is the responsibility to assist the director in the development and oversee the day-to-day operations of assigned departments (Call Center, Billing, Care Coordination, Marketing & IT department). To Oversee our organization’s ongoing operations, and procedures, and be responsible for the efficiency of the business. The ideal member will create a streamlined process to efficiently run the practice smoother with the creation of policy and procedure manuals for staff to follow. As a coach to the team, this individual will provide excellent customer service techniques while increasing patient satisfaction (Google, Yelp, & other technology patient review portals). Also, directing & managing all activities related to general management, overall patient experience, & overseeing the efficiency of technological platforms. Lastly, reporting data analytics for provider & support staff performances (making sure each provider has a full caseload & fast patient response time). This individual must have a "roll up your sleeve" mentality, efficient leadership, and excellent people skills to ensure all needs of the practice are met.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Core duties and responsibilities include the following. Other duties may be assigned.

• Establishing policies that promote company culture and vision
• Assisting in overseeing operations of the company and the work of Managers/Supervisors
• Design and implement business strategies, plans, and procedures alongside the administrative team
• Set comprehensive goals for performance and growth
• Establish policies that promote company culture and vision
• Oversee daily operations of the company and the work of managers & supervisors (IT, Marketing, Sales, Client Experience, Finance, etc.) alongside the Director of Operations
• Lead employees to encourage maximum performance and dedication
• Evaluate performance by analyzing and interpreting data and metrics (Ex: Understanding provider capacity to ensure the highest performance)
• Participate in expansion activities (strategic planning, corporate alliances, etc.)
• Manage relationships with partners/vendors
• Address provider inquiries about software platforms (relay issues to the tech support if needed)
• Creates & ensures excellent knowledge of all policy & procedure manuals to all departments (for example & general knowledge of provider manuals)
• Analyzes and organizes office operations and procedures such as bookkeeping, preparation of payrolls (contractors' timesheets are complete), information management, filing systems, and other clerical services (reporting overall costs).
• Maximizes office productivity through proficient use of appropriate software applications.
• Researches and develops resources that create a modern and efficient workflow.
• Establishes uniform correspondence procedures and style practices including making sure messages are being addressed, via phone, email, and fax.
• Plans office layout, develops office budget and initiates cost reduction processes.
• Coordinate with the finance team and call center to ensure all payments are accounted for and there is a maximum possibility for an increase in revenue as a result.

SUPERVISORY RESPONSIBILITIES:

Assists in directly overseeing the support teams (Call Center, Billing, Care Coordination, Marketing & IT department) alongside the Director and carries out managerial responsibilities to the organization's expectations. Responsibilities include interviewing, hiring, training & developing employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Researching the best technology platforms per HIPAA compliance policies & the practices of operational needs.

CORE COMPETENCIES:

To perform the job successfully, an individual should demonstrate the following competencies:

• Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.
• Problem-Solving - Identifies and resolves problems promptly; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem-solving situations; Uses reason even when dealing with emotional topics.
• Project Management - Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.
• Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• Customer Service - Manages difficult or emotional patient situations; Response promptly to patient needs; Solicits patient feedback to improve service; Response to requests for service and assistance; Meets commitments.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Visionary Leadership - Displays passion and optimism; Inspires respect and trust; Mobilizes others to fulfill the vision; Provides vision and inspiration to peers and subordinates.
• Change Management - Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results.
• Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.
• Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
• Diversity - Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethics; Upholds organizational values.
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
• Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in the decision-making process; Makes timely decisions.
• Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
• Professionalism - Tactfully approaches others; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Quantity - Meets productivity standards; Completes work promptly; Strives to increase productivity; Works quickly.
• Safety and Security - Observe safety and security procedures; Determines appropriate action beyond guidelines; Report potentially unsafe conditions; Uses equipment and materials properly.
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
• Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE:

• Master’s degree (M. A.) in a relevant clinical field such as a Therapist, Psychiatric Nurse Practitioner.
• Two years of related experience and/or training; or an equivalent combination of education and experience in the healthcare industry preferably mental health.
• Working knowledge of IT/Business infrastructures (ex:EHRs & EMRS) and MS Office or Google Suite.
• Outstanding organizational and leadership abilities.
• Excellent interpersonal and public speaking skills.
• Aptitude in decision-making and problem-solving

LANGUAGE SKILLS:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

REASONING ABILITY:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

COMPUTER SKILLS:

To perform this job successfully, an individual should know finance software; Internet software; Inventory software, Order Processing systems, Human Resources systems, Payroll systems; Spreadsheet software, and Word Processing software. Proficiency in Microsoft Office.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift 15 pounds at times.
• Must be able to access and navigate each department at the organization's facilities.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is occasionally exposed to outside weather conditions.

The noise level in the work environment is usually moderate.

Job Type: Full-time

Pay: $70,000.00 - $100,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• 10 hour shift
• 8 hour shift
• Monday to Friday

Application Question(s):

• Have you played on a sports team before? If yes, share your experience of being on a team. If not, how did you learn to be a team player?

Education:

• Bachelor's (Required)

Experience:

• operations: 2 years (Required)
• medical management: 2 years (Preferred)

Work Location: Remote