Supervises clinical operations for administrative staff. Ensures compliance with business processes in a timely, efficient, and accurate manner. Expected to develop and nurture a collaborative working environment for all staff that participate in the patient flow process, resulting in a positive environment for patients, providers, residents and staff. Works directly with the management team to implement best practices, resolve barriers to success, leverage resources to achieve optimal system effectiveness, improve patient care excellence, and provide quality continuum of care. Is responsible for oversight of all projects as well as assist in providing training classes for all staff.

Actively manages staff operations with accountability for on-going training, and recognizing opportunities for improvement.

• Directly manages office staff by hiring, staffing, providing feedback, promotions, assigning work, rewarding performance, disciplining, providing work direction, training, reviewing performance, succession planning, and modeling and recognizing expected performance.
• Reviews and approves direct reports work schedules, considering patient/family needs, staffing requirements, and policies and procedures.
• Assesses professional development needs of staff and develops annual in-service training programs to meet those needs.

Identifies barriers to achievement of clinical outcome measures and partners with Director and Managers to develop plan .

• Partners to develop solutions and implements improvement plans to improve patient satisfaction and provider satisfaction.
• Implements plans that will improve employee satisfaction and productivity.
• Develops communication systems to provide information, obtain feedback and allow input from all stakeholders in decision making.
• Collaborates with key stakeholders in other locations to plan and promote strategies that enhance and improve services
• Develop expertise in the Admin and Complex scheduling workflow (Adult and Peds BMT) in order to provide daily front line staff problem solving support, and coverage
• Partner in developing / maintaining detailed process flow map
• Identify and bridge process/programmatic gaps within the program(s)

Directly manages staff to improve quality health care and increase patient centered care.

• Participates proactively in resolving escalating patient issues by removing obstacles, resolving bottle necks and providing prompt, personalized patient care.
• Empowers staff to resolve patient concerns and provide prompt, personalized remediation.
• Anticipates staffing and skill needs to meet demands and improve patient centered care.
• Initiates and implements plans to optimize work flow process.

Develops, implements, and evaluates site policies, procedures, goals, and objectives with appropriate input from staff.

• Interprets and enforces departmental and hospital policies and procedures, as well as all applicable regulatory standards.
• Teams with the Director and Quality team to ensure compliance.
• Educates staff regarding standards and compliance expectations. Conducts regular and ongoing assessments/audits to measure compliance. Identifies and addresses areas of non-compliance and needs for improvement.

Oversees the implementation of approved plans and budget (manages expenses and volume) as they relate to services.

• Gives input to Director related to budget, taking into consideration workflows and patient volumes.
• Assists in the development and achievement of strategic and operational objectives for the site.

Supports program leadership in operations.

• Work in collaboration with Program Leadership, supervisors, and other Leads to improve quality, safety, efficiency, and daily workflows within the program(s).
• Partner with the operations manager to asses and develop developmental/educational needs of staff
• Work with Leadership to represent program office at organizational meeting as needed and collaborate with internal and external departments (including insurance provider) to meet patient and program(s) goals
• Work alongside leadership to understand and improve organizational processes as they pertain to program (EPIC enhancements, CSC scheduling issue, CTO logistic planning)
• Working in conjunction with leadership and staff to identify and monitor key departmental metrics in order to improve quality, safety, communication and streamline workflows etc

Required

Education:

• Bachelors Degree in Business and Management

Experience:

• 5+ years working in an office setting with 2-3 years previous business office/ management experience

Preferred

Experience:

• Experience working in a medical office environment, BMT/Transplant or an academic health environment.