Operations Manager (Project Management)

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Time Type:

Full time

Department:

South End Washington Primary Care

All Locations:

1601 Washington Street, 400 Shawmut Avenue

Position Summary:

The Operations Manager for NeighborHealth's South End Primary Care is responsible for supporting & managing the Administrative, and Medical Director with ongoing department development and monitoring of workflows. Assists with departments day- to day operations and measuring the success of continuous improvement efforts. Assures department delivers quality services in accordance with health center mission and with applicable policies, procedures, and professional standards. The Manager will also work with the Medical Directors, Nurse Manager, Clinical and Operations Supervisors. The Operations Manager will be responsible for hiring and managing non-clinical staff such as Practice Secretaries as well as the Medical Assistant team. The Operations Manager will also serve as a back-up for creating, building and editing provider appointment schedule/templates in EPIC. Works closely with IT to request, create and modify reports to assist with improving patient care by maximizing staff performance.

Practice Management

• In conjunction with the MA Supervisor and Nurse Manager, coordinates the M.A. staff  & Secretary schedules to ensure efficient patient flow and access.
• Process time off requests and coordinates coverage.
• Assess adequacy of staffing levels of practice support staff and makes recommendations
• Evaluate staffing and work flow daily to determine staffing needs.
• Schedules, coordinates and leads the Monthly M.A. and Practice Secretary Meeting
• Assists the Senior Director or Administrative Director and Medical Director with scheduling and coordination of other department meetings.  May be responsible to send out meeting notes.
• Works with MA Supervisor to organizes and oversees orientation for all new Medical Assistants and the Supervisor for Practice Secretary Orientation
• Assists or leads MA or Secretary Performance Evaluations
• Provides ongoing assessment and feedback to MA or Secretary staff; develops performance improvement plans where appropriate.
• Monitor daily status of support activities (mail, check in/ check out, patient flow). Supervises and evaluates assigned department staff.
• Completes payroll in Workday for Medical Assistant and Secretary staff
• Reviews and responds to patient feedback, including nurse or medical assistant-specific compliments and concerns.
• Reviews incident reports and plans for quality improvement for individuals, or the department based on trends.

EPIC Template management: Creates, enters and adjust templates and schedules. Assist with physician coverage of evenings, weekends, telehealth holidays and time off requests in both EPIC and Qgenda systems

Responsible for submitting security access forms for New Employees for EPIC, team pools, MIS, and computer logins. Communication with IT about staff assignments and level of access.

Monitor and follow up on the mandatory compliance items for staff (CPR, PPD, Flu Vaccine, etc.)

Monitor the productivity of professional staff by assisting with the utilization of existing reports and the creation of new reporting as determined by the department.

Coordinate MA and Practice Secretary schedules.  This includes processing time off request both planned and unplanned.  Evaluate staffing and work flow daily to determine staffing needs.

• Monitor data related to patients care. Regularly review department performance reports (i.e. Utilization Reports with Schedule Booked %, No Show Rates, Left without being seen and Unclosed Provider Charts).
• Support the Health Center Wide initiatives such as Patient Experience & Satisfaction.  Monitor reports and assist with ongoing Action Plans.
• Monitor MyChart enrollment data & support activities to increase & leverage patient access to this and other digital platforms

Assist Directors in continuous improvement projects and other special project planning. 

Problem solve with the various departments in identifying areas for improving patient flow and overall departmental efficiency

Liaison with internal departments, i.e., Finance, Human Resources, Clinical Teams, Medical Records, Interpreter Services, Facilities, Purchasing, Administration, and compliance as needed

Maintain excellent punctuality and attendance

Promote a sense of “teamwork” through demonstration of self-direction and self-motivation.  Solve problems independently or knows when to seek consultation.

Displays outstanding customer service skills when interacting with all NeighborHealth customers.

Salary: $70,720 up to $110,240 based on experience.