Clinical Operational Optimization Manager - SouthPark

Primary Objective

The Operational Optimization Manager identifies, develops and implements operational projects and initiatives for systemic optimization ensuring the delivery of high-quality, cost-effective integrated services to meet the needs of patients, team members and the Company.

Essential Functions

Operational Optimization:

• Identify opportunities for systemic optimization through collaboration with leadership, providers and other relevant stakeholders
• Lead the development of optimization initiatives to address the identified areas of opportunity
• Define the scope, goals, objectives, and key performance indicators (KPIs) for each initiative, involving all relevant stakeholders
• Develop and maintain detailed project plans to monitor progress and ensure appropriate resource allocations for all operational initiatives
• Assist with the development and dissemination of relevant training materials for operational optimization initiatives
• Communicate changes related to optimization initiatives to relevant stakeholders
• Implement operational optimization initiatives in collaboration with the COO, Directors of Operations, and other stakeholders
• Monitor and measure the impact of operational optimization initiatives through evaluation of the established KPIs
• Establish and maintain relationships with all stakeholders, including third parties/vendors, through effective communication
• Lead additional executive initiatives as assigned by the Chief Executive Officer (CEO), COO, and/or Leadership Team

• Collaborate with providers and staff to enhance the patient experience, including training and coaching on patient experience objectives  

EPIC Optimization:

• Develops and implements best practice EPIC strategies across both operations and IT
• Ensures all parties involved under the significance and impact of upcoming changes and helps lead communication around joint EPIC + Operations initiative.
• Assists in education operational leadership in process improvement and EPIC best practice
• Identifies opportunities to improve workflows within EPIC, such as patient access and clinical workflows.
• Works with the EPIC to help make minor operational changes in EPIC related to clinical and scheduling updates.
• Works with EPIC and Operations to ensure project priorities are aligned.

Training & Communication: 

• Maintain current knowledge of governmental quality and regulatory mandates and educate providers and staff on same  
• Train staff on new & existing workflows, including reinforcing EHR system procedures 
• Develop and implement operational onboarding & training plans for new employees in collaboration with operational leadership and the HR Department 
• Maintain provider relationships through open communication regarding clinic considerations and departmental/organizational updates
• Completes EPIC CLN103 Overview of Clinical Workflows and CLN104 Introduction to Clinical Tools trainings within 1 year of hire.
• Ability to meet the physical and mental demands of the position
• The ability to work on-site
• Predictable, reliable, and prompt attendance

Skills and Abilities

• Must have strong business acumen and proven competency in project management, and financial analysis
• Must have willingness to accept and lead change, new processes, and methods for continuous improvement to ensure quality and efficient operations 
• Proficient in Microsoft Office applications (Outlook, Word, Excel)
• Proficient in Electronic Medical Record systems
• Ability to communicate effectively & professionally (written and verbal)

Core Competencies

• Communication - Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.
• Strategic Decision Making - Obtaining objective/subjective data and identifying key issues and relationships relevant to achieving a long-range goal or vision; committing to obtaining buy-in and a course of action to accomplish a long-range goal or vision after evaluating alternatives based on logical assumptions, facts, available resources, constraints, and organizational values.
• Critical Thinking - Using analytics to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Leading Change - Demonstrating the ability to bring about strategic change to meet/exceed Company goals. Able to establish a vision and implement it in a continuously changing environment.
• Financial Management Knowledge - Understands basic finance (e.g., financial analysis, accounting, budgeting) and can use financial data to accurately diagnose business conditions, identify key issues, and develop strategies and plans.
• Facilitating Change - Encouraging others to seek opportunities for different and innovative approaches to addressing problems and opportunities; facilitating the implementation and acceptance of change within the workplace.
• Planning & Organizing - Establishing courses of action for self and others to ensure that work is completed efficiently.
• Building Positive Working Relationships - Developing and using collaborative relationships to facilitate the accomplishment of work goals.

Clinical Competencies

N/A

Accountability

Our mission is to be the premier eye, ear, nose, and throat group providing comprehensive, quality, and ethical healthcare to all in the Carolinas; to provide a favorable environment for the delivery of healthcare; and to provide for the wellbeing of the physicians and the employees of Charlotte Eye Ear Nose & Throat Associates, P.A.

The Manager, Business Development & Operational Optimization directly impacts CEENTA’s ability to achieve its mission by directing strategic service line development and manages the operation of various operational support departments to ensure effective, efficient delivery of high-quality patient care and an excellent patient experience. 

Supervisory Responsibilities

• This position reports to the Chief Operating Officer
• This position has no supervisory responsibilities

Education

Bachelor’s degree required. MHA/MBA strongly preferred

Experience

• At least one year of experience in healthcare environment (preferably in a physician practice) with proven competency in operational optimization
• Three or more years of experience in management, consulting, sales, business development, or strategy preferred
• Experience with premium retail and/or cosmetic/elective medical services preferred

Certificates, Licenses, Registrations

EPIC Clinical Informatics certificate within 1 year of hire

Work Environment

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

The Manager, Business Development & Operational Optimization functions in functions in an interactive, collaborative office setting with time spent as needed in busy multi-specialty clinics. This position routinely uses standard office equipment, including a computer, telephone, and multi-function printer.

Position Type and Expected Hours of Work                                                                                                                              

This is a full-time, exempt position with in-office core business hours. Hours are subject to variation based upon business needs. Estimated fifty (50) or more hours weekly until major deliverables in place.

Training

Epic Systems: Clinical and Administrative training

Meetings with and/or shadowing of individuals in Operations (COO, Directors of Operations, Operations Managers, Ancillary Managers, Patient Access Center Manager), Compliance, IT (Infrastructure and Epic), Data Analytics, Marketing, Human Resources, Business Office, Accounting, Purchasing and Facilities

Expected time to become proficient/competent: 3-6 months

Physical, Mental and Other Requirements

The physical and mental demands described 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.

Physical Demands:

• Occasionally assists with moving or positioning clinical equipment or office supplies
• Frequently required to stand; walk; sit in front of a computer; type; perform repetitive mouse clicks; use hands to finger, handle or feel; and reach with hands and arms to assist patients and/or providers/staff
• Occasionally required to climb stairs, squat, kneel, or carry
• Ability to travel between locations and on Company business
• Ability to sit for long periods of time

Mental Demands:

• Ability to handle heavy workloads and manage multiple priorities
• Ability to manage stressful situations
• Ability to problem solve
• Ability to work under pressure
• Ability to make quick decisions
• Ability to thrive in a fast-paced environment
• Ability to use discretion and sensitivity
• Ability to interpret data
• Ability to work alone for long stretches of time
• Ability to self-direct and work independently 

   Other Requirements:

• Active & Current Driver’s license
• Clean driving record
• Consistent and Reliable Transportation
• Polite and professional disposition

Travel

Travel to other CEENTA locations required depending on business needs.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. In addition to those essential functions identified above, individuals in this position are also responsible for performing other duties or tasks that may be assigned. CEENTA retains the discretion to ad or change the essential job functions of this position at any time without notice.

A Typical Day in the Position

A typical day for the Manager, Business Development & Operational Optimization involves directing strategic service line development. They analyze quality, financial, and operational data to identify opportunities and create strategies for assigned service line optimization and growth as directed by Executive Leadership. They foster community relationships and develop marketing strategies and materials in collaboration with the Marketing Department to promote products and service lines. They also collaborate with stakeholders to gain an in-depth understanding of operational processes to identify areas of opportunity and champion initiatives that promote the Company’s strategies of independence, growth, and quality. As the champion of these initiatives, they maintain the project plans, including goals, timelines and deliverables.