Job Description

POSITION SUMMARY:

Under the direction of the Executive Director, the Director of Clinic Operations is responsible for implementation of operating policies/procedures and monitoring operational performance within the NMOA physician clinic practice for the Clinic Operations and Patient Service functions. This position will also provide strong leadership for department managers and staff and ensure that New Mexico Orthopaedics’ clinical quality and service quality are in alignment with practice goals and strategic plans.

ESSENTIAL RESPONSIBILITIES

  • Oversee the day-to-day operations of the Clinic Operations teams and Patient Service teams.
  • Maintain accountability for the quality of care/results and services within the department(s).
  • Foster collaborative relationships with patients, physicians, staff and other departments to achieve patient care goals.
  • Evaluate and prioritize work flows; evaluate effectiveness and modify activities as necessary.
  • Oversees scheduling of staff to ensure optimal staffing and minimal overtime expenses.
  • Collaborate to develop, implements, and maintain processes, procedures, and programs to improve the safety, productivity, and profitability of the operation.
  • Continually evaluates processes, procedures and programs and recommends improvements that will enhance patient satisfaction
  • Monitor patient satisfaction, acting as a patient advocate; manage complex patient relations matters and ensures prompt resolution. 
  • Establish and implements standardized processes to reduce variation and costs of doing business.
  • Identify and monitor monthly key clinic measures and metrics, scheduling metrics, front desk metrics and initiatives.
  • Collects data, prepares reports and compiles monthly and annual statistics for administrative and regulatory purposes.
  • Contribute to a fiscally sound organization by collaborating with department managers to achieve financial results; research and recommend revenue enhancements and cost savings opportunities to Executive Director.
  • Provides guidance, support, and constructive feedback to management team and other team members to ensure excellent performance, accountability and teamwork.
  • Responsible for compliance with accreditation, regulatory, federal and state regulations.
  • Complete special projects as directed.
  • Stay abreast of current trends and issues in health care.
  • Create an environment that promotes high performance and positive morale. Fosters a culture of teamwork and cooperation within the department and between departments.
  • Adheres to company policies as described in employment handbook and company work rules.
  • Assists in planning for and conducting daily/weekly/monthly and/or quarterly meetings for staff updating on changes to assure all staff are informed.
  • Maintain confidentiality of patient account information in accordance with HIPAA guidelines and NMOA policy.
  • Regular and reliable attendance required as well as attendance at NMOA meetings.
  • Perform other duties as assigned.  

SUPERVISORY RESPONSIBILITIES:

Directly supervises employees. Carries out supervisory responsibilities in accordance with the Company’s leadership philosophy, policies and applicable laws. Responsibilities include leading by example, interviewing, hiring and training employees; planning assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints, resolving problems.

Direct Reports: Patient Service Manager, Clinic Operations Manager

Indirect Reports: Medical Assistants/PCTs, Ortho Technicians, X-Ray Technicians, MRI Technicians, Patient Transporters, Patient Registrars, Patient Scheduler, Ancillary Schedulers, Health Information Technicians

KNOWLEDGE, SKILLS AND ABILITIES:

To perform this job successfully, an individual must be able to perform each essential responsibility satisfactorily. The requirements listed below are representative of the knowledge, skills and/or abilities required.

  • Outstanding verbal communication skills.
  • Demonstrated leadership ability,
  • Ability to build and foster strong working relationships.
  • Ability to organize effectively, manage teams and delegate responsibility.
  • Ability to manage multiple projects and deadlines in a fast-paced team environment.
  • Ability to manage time efficiently and set realistic deadlines.
  • Excellent interpersonal and professional skills including but not limited to professional appearance, tact, punctuality, initiative and dependability.
  • Ability to successfully write reports, business correspondence and policy.
  • Ability to effectively present information, respond to questions and professionally interact with supervisors, employees, clients, vendors and the general public.
  • Excellent analytical, reasoning and problem-solving skills.  
  • Exceptional integrity; display a high level of discretion and maintain confidential information.
  • Must be able to exercise good judgment and positively influence and lead others, including handling confrontations with poise and efficiency.
  • Proficient computer skills (including, but not limited to spreadsheets, word documents, Internet and email) required.
  • Demonstrate advanced knowledge related to medical terminology, processes, procedures, rules/regulations, operations and administration.

EDUCATION AND EXPERIENCE:

Bachelor's Degree in Business or Healthcare Management, Nursing, or Health Sciences, and a minimum of six to eight years of experience in a related field, five (5) of which must have been in a supervisory capacity OR a combination of education and experience that is similarly equivalent.

CERTIFICATIONS, LICENSES, REGISTRATIONS:

None required

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

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 job responsibilities.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit for extended periods of time; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, bend, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 20 pounds. Repetitive motion of upper body required for extended use of computer. Requires vision correctable to 20/20 and hearing in the normal range for face-to-face and telephone contacts.

Works in well-lit, ventilated and climate-controlled office environment with routine office equipment; some equipment has moving mechanical parts.

Noise level in the work environment is usually moderate.