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JOB SUMMARY
The Manager of Operations, Community Health Center works closely and directly with the Physician Leader, plans, directs, organizes, and controls activities within Cook County Health (CCH) community health center and/or for service line. Oversees all aspects of center operations and provision of patient care services including management of clinical, administrative, and interdisciplinary staff, patient access and flow, resource allocation and the quality service delivery for assigned area. Is accountable for staff management, financial performance, labor productivity, adherence to patient access and practice standards, quality improvement, and regulatory compliance.
Responsible for effectively and independently initiating, delegating, supervising, and monitoring functions within the center, including resource allocation, work assignments, determination of daily work priorities and actions required to meet deadlines and resolve problems.
Responsible for 24-hour administrative management accountability and day-to-day management of multi-provider group(s) practices or service line. Establishes collaborative partnership with physician site leadership to achieve system goals and objectives for the practice or service line. Works with Nursing leadership on implementation of approved clinical practices and standards
This position is exempt from Career Service under the CCH Personnel Rules
General Administrative Responsibilities
Collective Bargaining
- * Review applicable Collective Bargaining Agreements and consult with Labor Relations to generate management proposals
- * Participate in collective bargaining negotiations, caucus discussions and working meetings
Discipline
- * Document, recommend and effectuate discipline at all levels
- * Work closely with labor relations and/or labor counsel to effectuate and enforce applicable Collective Bargaining Agreements
- * Initiate, authorize and complete disciplinary action pursuant to CCH system rules, policies, procedures and provision of applicable collective bargaining agreements
Supervision
- * Direct and effectuate CCH management policies and practices
- * Access and proficiently navigate CCH records system to obtain and review information necessary to execute provisions of applicable collective bargaining agreements
Management
- * Contribute to the management of CCH staff and CCH' systemic development and success
- * Discuss and develop CCH system policy and procedure
- Consistently use independent judgment to identify operational staffing issues and needs and perform the following functions as necessary; hire, transfer, suspend, layoff, recall, promote, discharge, assign, direct or discipline employees pursuant to applicable Collective Bargaining Agreements
- Work with Labor Relations to discern past practice when necessary.
Typical Duties
Manages and oversees all aspects of center operations and provision of patient care services
* Accounts for staff management, financial performance, labor productivity, adherence to patient access and practice standards, quality improvement, and regulatory compliance
* Reviews routine and ad-hoc reports that provide information on practice volumes, cycle time, provider productivity, fiscal year (FY) statistics, sharing information with staff
* Maintains and approves provider templates to ensure they meet the standards set forth by System goals; discusses variances with lead provider and develops action plan as required
* Ensures that all practice Provider and ancillary encounters are billed within the established timeframe
* Manages center's operating and capital budget, monitors personnel and general expenses, responding to variances
* Ensures that staff fully utilize IT systems and are up to date on CCH registration and insurance plans requirements
* Prepares and posts schedules in a timely manner to ensure adequate staffing coverage on a daily basis
* Monitors vacancy and turnover rates. Develops action plans to meet daily requirements that provide appropriate standards of care
* Recommends adjustment for ongoing staffing model in accordance with care needs of the population
* Audits staff productivity and develops established benchmarks for performance- addresses performance deficits with individualized staff improvement plans
* Maintains Attendance and Tardiness Records; prepares and administers discipline for abuse of policies and procedures and non-adherence to clinical practice standard
* Conducts monthly meeting with staff to discuss System generated information, reports and other pertinent information presented in management and leadership meetings. Maintains records of meetings, including attending roster
* Ensures staff meets PCMH and clinical practice requirements, including providing patient access, doing daily huddles, patient screening, pre visit planning, reminder calls and follow-up calls to increase show rates
* Oversees and maintains timekeeping for staff and maintains acceptable levels of overtime
* Handles Patient Complaints and initiates Recovery; documents, tracks patient concerns and conducts patient interviews and follow-up
* Responds to EMERS reports in an acceptable time frame
* Monitors Press-Ganey data regularly. Reviews and disseminates to staff with subsequent plans to improve the patient experience
* Converses and engages patients to collect feedback and to address concerns related to patient experience
* Tracks patient activity daily through dashboard, identifying trends
* Orders all medical consumables, office supplies, printed forms, according to established procedures for P-Suite
* Maintains inventory of all office and clinical supplies; Ensures appropriate storage in accordance with safety and regulatory requirements
* Submits invoices for payment to vendors for supplies, services and equipment received
* Implements evidence-based standards of clinical practice to support PCMH concepts, population health, quality improvement and the Triple AIM (excellent quality and service and efficiency)/ simultaneously improving the health of the population, enhancing the experience and outcomes for the patient, and reducing per capita cost of care
* Tracks clinical performance indicators and develops action plans
* Identifies opportunities for process improvement and initiates improvement efforts within the clinic to increase or exceed established metrics
* Performs other duties as assigned
Minimum Qualifications
* Bachelor's degree from an accredited college or university
* Three (3) years of experience in a health care environment or clinical practice
* One (1) year of supervisory or management experience
* Experience working with budgets
* Proficiency using Microsoft Office (Word, Excel, Outlook)
* Travel to various Cook County Health and CCH work sites
* Ability to work flexible schedules, including evenings and weekends
Preferred Qualifications
* Previous work experience in a union environment
* Certification in one or more of the following areas: Certified Medical Manager, Certified Physician Practice Manager, Certified Medical Practice Executive, Certified Medical Office Manager, or Certified Administrator in Physician Practice Management
Knowledge, Skills, Abilities and Other Characteristics
* Thorough knowledge of management principles and practices
* Knowledge of business operations and experience leading project teams
* Thorough knowledge and understanding of the Health Insurance Portability and Accountability Act (HIPAA) to ensure the protection of the confidentiality and security of healthcare information for all patients
* Knowledge utilizing Microsoft Office Suite (PowerPoint, Word, Excel, and Outlook)
* Excellent management and leadership skills.
* Excellent verbal and written communications skills
* Skilled in time management as it relates to situations that have competing priorities.
* Ability to work independently and simultaneously manage multiple complex projects
* Ability to function as a role model for clinical excellence.
* Ability to assign, prioritize, review and evaluate the work of a variety of employees, including internal employees, vendors, consultants, and combinations thereof.
* Ability to calculate budget estimates necessary to evaluate costs.
- Ability to train by presenting concepts and demonstrating tasks.
- Ability to multi-task and meet deadlines in a fast paced and stressful environment.
- Ability to maintain a professional demeanor and composure when challenged.
- This position requires travelling to work assignments throughout Cook County for which the employee must provide his or her own adequate means of transportation.
* Must be able to work flexible hours including nights and weekends.
Physical and Environmental Demands
This position is functioning within a healthcare environment. The incumbent is responsible for adherence to all hospital and department specific safety requirements. This includes but is not limited to the following policies and procedures: complying with Personal Protective Equipment requirements, hand washing and sanitizing practices, complying with department specific engineering and work practice controls and any other work area safety precautions as specified by hospital wide policy and departmental procedures.
- Meet the minimum qualifications for the position.
- Identify self as a Veteran on the employment application by answering yes to the question by answering yes to the question, "Are you a Military Veteran?"
- Attach a copy of their DD 214, DD 215 or NGB 22 (Notice of Separation at time of application filing. Please note: If you have multiple DD214s, 215s, or NGB 22S, Please submit the one with the latest date. Coast Guard must submit a certified copy of the military separation from either the Department of Transportation (Before 9/11) or the Department of Homeland Security (After 9/11). Discharge papers must list an Honorable Discharge Status. Discharge papers not listing an Honorable Discharge Status are not acceptable.
VETERANS MUST PROVIDE ORIGINAL APPLICABLE DISCHARGE PAPERS OR APPLICABLE STATE ID CARD OR DRIVER'S LICENSE AT TIME OF INTERVIEW
MUST MEET REQUIRED QUALIFICATIONS AT TIME OF APPLICATION
*Degrees awarded outside the United States with the exception of those awarded in one of the United States' territories and Canada must be credentialed by an approved U.S. credential evaluation service belonging to the National Association of Credential Evaluation Services (NACES) or the Association of International Credential Evaluators (AICE). Original credentialing documents must be presented at time of interview.
*Please note all offers of Employment are contingent upon the following conditions: satisfactory professional & employment references, healthcare and criminal background checks, appropriate licensure/certifications and the successful completion of a physical and pre-employment drug screen.
*CCHHS is strictly prohibited from conditioning, basing or knowinglyprejudicing or affecting any term or aspect of County employment or hiring uponor because of any political reason or factor.
COOK COUNTY HEALTH AND HOSPITALS SYSTEM IS AN EQUAL OPPORTUNITY EMPLOYER