Administrative Operations Manager - Clerical Support 004

JOB SUMMARY: The Administrative Operations Manager manages the implementation of a patient experience strategy that supports LifeStream’s mission, values and goals. The Administrative Operations Manager manages the overall operations of three departments: customer service team, medical records and our call center. This individual is responsible for planning, evaluating and improving patient experience. Collaborates with leaders to develop innovative strategies that strengthen the culture of memorable experiences. Facilitates performance improvement strategies and coaching activities for enhancing the patient experience. Directs and leads the customer service team, the medical records division and our call center. Requires a dynamic, collaborative leader who thrives on innovation and change.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES: The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification with or without an accommodation. It is not necessarily descriptive of any one position in the class. The omission of an essential function does not preclude management from assigning duties not listed herein if such functions are a logical assignment to the position.

• Directly supervises the Customer Service, Medical Records and Call Center Departments.
• Works in a strong relationship with the Chief’s council to ensure patient experience is excellent
• Collaborates with LifeStream leaders on site to provide seamless and integrated services to the individuals served.
• Leads a team of professionals focused on supporting initiatives and improving efforts.

• Responsible for strong financial performance through ensuring proper controls and practices are followed and documented to secure the financial viability of the site.

• Regularly reviews facility budget; monitors and approves payroll, ordering of supplies, and inventory. Also ensures accurate charge capture.

• Provides exceptional leadership and promotes teamwork and collaboration.

• Creates an environment that supports high employee and provider engagement. Strategically selects, continuously develops, rewards, retains, and provides transparent performance feedback to all staff, leaders, and providers.

• Maintains competencies to function in any of the staff roles as needed to support efficient operations.

• Ensures compliance for various accrediting bodies and government agencies and performs all necessary reviews, audits, education, and training to maintain compliant status.

• Serves as the compliance liaison in designated practices.

• Determines physical maintenance and equipment needs and repairs and coordinates with internal or external resources.

• Provides highest level of patient experience by ensuring data is monitored on a regular basis and staff are constantly exhibiting behaviors and services that our patients expect and deserve.

• Coach staff as appropriate to optimize the patient experience and lead by example creating a personalized experience for customers. Proactively leads service recovery activities.

• The ability to comply with the regulations requiring a workplace of dignity and respect and equal employment opportunity compliance

• The ability to work collaboratively with others and to accept constructive criticism from supervisors and managers
• Willingness to abide by the company’s published rules and regulations
• Any other duties as assigned by Leadership

KNOWLEDGE AND JOB SKILLS: Must possess an entrepreneurial spirit, performance metrics, be comfortable with and have the skills to lead a small business, while still being able to manage in the confines of an integrated healthcare system. Requires the ability to develop, implement, evaluate and adjust an operational vision for the clinics under them. Has a high level of interpersonal skills to be able to deal with operational and clinical staff that may have different priorities or views regarding a subject or issue.

JUDGMENT/DECISION MAKING: Utilizes established corporate policies and procedures in making decisions. Uses sound judgment in meeting the responsibilities and performing the duties of the position. Ability to exercise good judgment in potential crisis situations, patient and family conflict situations, etc. Must utilize judgment in a manner that will favorably promote the Center through actions and interactions with others.

EDUCATION & EXPERIENCE:

• Experience: At least five (5) years of customer service and supervisory experience, two (2) years of medical records experience preferred. Possesses excellent business writing and computer (e.g., Excel spreadsheets, word processing) skills. Knowledge of scheduling, medical terminology, and insurance billing a must.

• Preferred Relevant bachelor’s degree

• Driving Requirements:

o Must be Over the age of 21 required

o Minimum of 5-years driving experience required

o Possess a Valid FL Driver’s license (within 30 days of hire if currently do not possess)

o Possess a continuously valid US Driver’s license for the past three years, from date of issue required

o Safe Driving record required

TRAINING & DEVELOPMENT: Completes all requirements according to Individual Training Plan within the first six months of hire and annually. Other training and/or professional development may be assigned due to evolution of programs.