MAIN FUNCTION:
Under the direction of the Director of Operations, manages division wide administrative related services including policy and procedure development, orientation and training of new staff and inter-departmental communication.
DUTIES AND RESPONSIBILITIES:
**1. Assists the Director of Operations. Keeps other administrators informed of changes or issues as they arise.
**2. Maintains complete knowledge of all aspects of daily operations in the Outpatient Services sites.
**3. With input from appropriate providers, will complete performance evaluations for clerical and technical staff within the Outpatient Services division.
4. Is familiar with all aspects of JCAHO, OSHA, and laboratory services. Educates staff and makes recommendations for improvement.
5. Actively assists Director of Operations with development and implementation of policies and procedures necessary to comply with JCAHO standards.
6. Conducts routine rounds in Outpatient Services sites to review compliance. Maintains record keeping related to rounds and noncompliance, and reports patterns to Director of Operations or appropriate AOMC department. Follows through with corrective action plan when necessary.
**7. Attends required meetings and/or conferences to maintain current knowledge base.
8. Actively participates in AOMC committees. Will attend routine monthly meetings in the absence of the Director of Operations.
**9. In conjunction with the AOMC Director of Pharmacy, the manager or designee will inspect medication areas monthly, complete necessary documentation, and assist with resolution of any issues. Report on a monthly basis to Director of Operations.
**10.Will attend monthly scheduled Outpatient Services and administrative staff meetings. Will conduct individual office meetings per location as necessary to facilitate new processes.
**11. Is responsible for coordination of orientation and training of all non-clinical staff. Interviews prospective, clerical/technical staff, and hires according to HR policies.
**12. Assists providers in various locations with problems, resolutions and risk management strategies.
13. Routinely meets with Outpatient Services providers for the purposes of identifying their professional and personal concerns and needs, nurturing personal and professional relationships and establishing strong, trusting, organizational, professional and personal relationships.
14. Is familiar with basic contents of provider contracts and ensures compliance.
15. Provides feedback to providers on production/visit volumes, patient satisfaction scores and worked hours and acts as a liaison to Outpatient Services Administration Medical Directors.
**16. Coordinates, communicates, and problem-solves issues arising within the department and issues affecting other department.
**17. Is responsible for reviewing and approving purchases requested by office staff, and, maintaining an adequate supply while minimizing cost and waste.
18. Reviews and approve weekly payroll for an assigned group of staff. Ensures staff follows HR policies and procedures related to documentation of time and attendance.
19. Works with other managers to develop staffing plans, approve requested time off and adequately deploy float staff.
**20. Demonstrates effective communication skills with staff, physicians, other department directors, and between other AOMC departments.
21. Assigns responsibilities, to Outpatient Services coordinators. Follows through on projects and issues and reports results to Director of Operations.
22. Facilitates smooth and timely integration of new providers into Outpatient Services.
23. Acts as a resource for questions for Senior administrative members if Director of Operations is not available.
QI
**24. Assists with technical and record keeping aspects of quality improvement process for the division and actively participates in the QIA process.
25. Evaluates needs and coordinates staffing plans with coordinators. Keeps everyone involved informed of changes and responds to provider concerns/issues. Involves Director of Operations if situation cannot be resolved.
26. Follows progressive discipline policy when dealing with staff issues and involves Director of Operations when necessary or when employee is at level of suspension or termination.
Patient Satisfaction
**27. Initiates contact with patients to assist with complaint resolution. Involves Director of Operations, physicians, other clinical staff to obtain necessary information, and documents outcomes.
28. Regularly monitors patient satisfaction scores for their individual offices and implements processes to maintain or improve scores.
Other
29. Demonstrates awareness of self-learning needs and seeks ways to meet these in order to maintain current competency and respond to new clinical and managerial demands.
30. Is responsible for attending annual mandatory educational programs as required by the position.
31. Employee understands and demonstrates the importance of satisfying the needs of the customer/patient by interacting with him/her in a friendly and caring way, being attentive to the customer's needs, both psychologically and physically, and by taking the initiative to maintain communication with the customer in order to provide a secure and pleasant experience with the Arnot Health.
32. It is understood that this lists typical duties for the classifications and is not to be considered inclusive of all duties which may be assigned.
EDUCATION:
Associates Degree in management, business, accounting or similar field, preferred. High School Diploma required.
EXPERIENCE:
One to three years in healthcare setting required. Previous managerial responsibilities also required. Exceptional communication skills and demonstrated understanding of medical practice dynamics and medical practice finance and budgeting. Three years progressively responsible experience in these areas is strongly preferred. Working knowledge of Office software (e.g. Excel, Microsoft Word, PowerPoint) and Medical Software is required.
CARDIOPULMONARY RESUSCITATION (CPR) REQUIREMENTS:
No CPR required.
SPECIAL DEMANDS:
May require hours outside normal working schedule including after hours calls from employees related to staffing. Some travel may be required.
EXPOSURE CATEGORY:
Category II. Tasks that involve no exposure to blood, body fluids or tissues.
This role will cover multiple service lines and practice locations.
Campuses:
Horseheads Medical Office Building - Pain Management 2nd floor and Neurology 3rd Floor
Corning Medical Office Building Pain and Sleep
Ira Davenport Memorial Hospital - Pain and Sleep
AOMC Ivy 1 Suite 106 for Occ Med and Suite 201 for Nephrology
Corning Medical Office Building Occ Med
** ADA Essential Functions
