Regional Operations Manager - Occupational Health-Urgent Care

Job description

Primary Function/General Purpose of Position
The Regional Operations Manager leads the operation and growth for multi urgent care clinics by managing staffing, training, supplies, workflow, billing processes, customer service as well as strategic management and growth. The Regional Operations Manager also leads a group of site supervisors to accomplish the above tasks and goals.
Essential Job Functions
• Leads in the promotion of positive culture and teamwork, leading by example as servant leaders.
• Actively communicate on a weekly or bi-weekly basis with clinic managers and staff to identify opportunities for behavioral coaching, skills development and/or improvement in culture and teamwork.
• Directly responsible for coaching and disciplinary actions of employees with the assistance from Human Resources.
• Responsible for the daily management of urgent care centers. Monitor clinic activity and patient flow by being on-site at least 80% of the time to ensure efficient and effective patient care.
• Participate in problem solving and implementation of operational strategies by monitoring Key Performance Indicators (KPIs), identifying opportunities for improvement and planning and implementing changes.
• Ensures proper scheduling of all center staff shifts and approves schedules to meet the volume-based staffing model.
• Ensures accuracy of payroll and ensures overtime and/or temporary personnel hours are within budget.
• Oversees the inventory process including proper ordering to budget, adherence to formulary and proper stocking of supplies.
• Performs cross-functional duties as needed, including front desk duties such as registration, scheduling, answering phones, cash handling and other duties such as scribing, ordering of supplies, etc.
• Recruits, interviews, and hires personnel as necessary and according to budget and Human Resources guidelines.
• Oversee employee onboarding and training process.
• Partner with Market Leaders and Quality & Training team for quality monitoring and process improvements.
• Participate in rotating weekend coverage for on-call management duties.
• Ensures that centers demonstrate excellence in care in all interactions, for both patients and internal teams.
• Responsible for maintaining high level of customer experience by monitoring patient satisfaction scores, gathering, and responding to customer feedback and coaching staff for improvements in customer service.
• Ensures effective communication between Market Leaders and centers staff by conducting/participating in daily huddles and leading monthly staff meetings.
• Participate in regular meetings and special project initiatives as needed.
• Ensures appropriate network integration by monitoring patient referrals and problem solving when necessary to address service issues.

This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job-related duties as required by their supervisor, subject to reasonable accommodation.
Licensing/Certification
• None

Education
• Associates, Healthcare Management, Nursing, Business Administration, or related field (required)
• *Experience in lieu of education may be considered*

Work Experience
• 2 years’ experience in supervisory or management experience (required)
• Supervisory or management experience in multi-site healthcare setting (preferred)

Training
• Electronic Health Record – EPIC (preferred)
• Docutap (preferred)
• Experity (preferred)

Language
• None

Patient Population
• Demonstrates the knowledge and skills necessary to provide care appropriate to the age of the patients served on his or her assigned unit.
• Demonstrates knowledge of the principles of growth and development of the life span and possesses the ability to assess data reflective of the patient's status and interprets the appropriate information needed to identify each patient's requirements relative to his or her age, specific needs and to provide the care needed as described in departmental policies and procedures.
• Infant (1-12 months)
• Pediatrics (1-12 years)
• Adolescents (13-17 years)
• Adults (18-64 years)
• Geriatrics (65 years and older)

Working Conditions
• Periods of high stress and fluctuating workloads may occur.
• General office environment.
• May be exposed to physical altercations and verbal abuse.
• May be exposed to limited hazardous substances or body fluids.*
• May be exposed to human blood and other potentially infectious materials.*
• May be exposed to adverse weather conditions; cold, hot, dust, wind, etc.
• May have periods of constant interruptions.
• Individuals in this position are required to exercise universal precautions, use personal protective equipment and devices, and learn the policies concerning infection control.

Physical Requirements
Physical Demands
Frequency 0% 1-33% 34-66% 67-100%
Lifting/ Carrying (0-50 lbs.) x
Lifting/ Carrying (50-100 lbs.) x
Push/ Pull (0-50 lbs.) x
Push/ Pull (50-100 lbs.) x
Stoop, Kneel x
Crawling x
Climbing x
Balance x
Bending x
Work Position
Frequency 0% 1-33% 34-66% 67-100%
Sitting x
Walking x
Standing x
Additional Physical Requirements/Hazards
Physical Requirements
• Manual dexterity (eye/hand coordination)
• Perform shift work
• Maneuver weight of patients
• Hear alarms/telephone/audio recordings
• Reach above shoulder
• Repetitive arm/hand movements
• Finger Dexterity
• Color Vision
• Acuity – far
• Acuity – near

Hazards
• Depth perception
• Use of Latex products
• Exposure to toxic/caustic/chemicals/detergents
• Exposure to moving mechanical parts
• Exposure to x ray/electromagnetic energy

Skills
• Strong oral, verbal and written communication skills
• Attention to detail
• Critical thinking, problem solving skills and ability to work independently
• Strong conflict resolution skills and communication with customers
• Evaluate employee performance and behaviors and escalate as necessary
• Basic computing skills
• Knowledge of billing operations including ICD-10 and CPT coding, medical terminology.
• Requires judgment in selection of alternative courses of action.
• Adapts standard principles to new or changed conditions.
• Requires listening skills to maintain cooperative associations.

As a Mercy Health associate, you're part of a Mission that matters. We support your well-being—personally and professionally. Our benefits are built to grow with you and meet your unique needs, every step of the way.
What we offer
• Competitive pay, incentives, referral bonuses and 403(b) with employer contributions (when eligible)
• Medical, dental, vision, prescription coverage, HSA/FSA options, life insurance, mental health resources and discounts
• Paid time off, parental and FMLA leave, short- and long-term disability, backup care for children and elders
• Tuition assistance, professional development and continuing education support

Benefits may vary based on the market and employment status.
All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you'd like to view a copy of the affirmative action plan or policy statement for Mercy Health – Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employers, please email [email protected] . If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at [email protected]