Operations Manager - Psychiatry

POSITION SUMMARY:

Provides administrative oversight, business management, and program development for Adult & Child Outpatient Psychiatry clinic.  Ensures optimal patient access, customer satisfaction, and cost-effective management of the practice.  Works in collaboration with the Medical and Clinical Director(s) and the Nurse Manager in a matrix management team.  Supervises administrative and non-clinical support staff.  

Monitors compliance with managed care plans. Establishes work procedures and standards to improve efficiency and effectiveness in all practices.  Identifies opportunities to increase patient volume and services while continuing to control expenses in the corporation.  Conducts ongoing leadership training of staff and creates an environment which fosters and responds to customer satisfaction.

Position: Operations Manager

Department: Psychiatry

Schedule: Full Time

ESSENTIAL RESPONSIBILITIES / DUTIES:

• Works with the practices and the management team to develop and implement long and short range business plans for practices. Meets regularly with the appropriate clinical leaders in each practice.  

• Analyzes information, develops strategies to improve operations and enhance service delivery;   implements changes in conjunction with and advise from the management team.   Acts as the liaison with other hospital departments to resolve problems that interfere with the efficient operation of the practices.  

• Develops practice performance standards in conjunction with the management team.  Monitors practice performance regularly against those standards and prepares and implements steps to bring the practice into conformance with those standards.  Develops management reports to measure provider productivity, assesses patient demand for services, determines patient satisfaction and otherwise evaluates the effectiveness of the practices’ operations.    Develops and implements cost-effective operational adjustments as appropriate to enhance practice efficiency.

• Controls purchase and distribution of supplies in the practices.  Establishes and maintains inventory system of supplies.  Works with providers and vendors to procure cost-effective purchases and provide inventory control.

• Attends management meetings, and participates in other hospital committees as required.  Complies with BMC managerial expectations, such as regular attendance at managers’ meetings, safety training, annual diversity training, etc.  

• Calls, prepares agenda for, and participates in monthly meetings with all practice personnel, in consultation with the management team.  Prepares follow-up work plans to items discussed at the practice meetings, and monitors completion of identified projects and tasks.     Communicates BMC and/or practice priorities and essential information to staff on a regular basis.  

• Maximizes the use of physical space by coordinating the use and assignment of practices’ office and examination space.

• Creates and maintains the Policy and Procedure Manuals.

Customer Service

• Ensures that practices provide service/care that meets or exceeds patient care standards.

• Seeks patient feedback on service delivery for both providers and staff, taking immediate steps to respond to any complaints or indications of insufficient levels of service.

• Ensures that all staff recognizes that customers are both internal (employees, physicians, other departments) and external (patients, families, insurers) and demonstrates skills appropriate to good service (reliability, empathy, courtesy, etc.).  Ensures that staff responds promptly and appropriately to customer needs. Ensure that staff effectively communicates with customers to address needs and problems.

• Ensures that staff maintains confidentiality for all patient interactions.

Patient Access

• Develops, monitors, and revises the practices’ schedules to ensure efficient patient flow and access.    Works closely with the appropriate Medical Director and/or physicians to adjust provider schedules to account for planned absences.

• Reviews monthly statistical reports with information regarding numbers of patients scheduled for each practice, number of appointment no-shows, number of sessions cancelled by providers, etc.  Prepares special and periodic reports for the management team.    Develops and implements strategies to improve patient access, in collaboration with practices’ and hospital leadership.

Fiscal Management

• Provides close oversight and supervision of the registr