Senior Manager, Hub Operations

Job Description:

The Senior Manager, Operations will play a key role in overseeing the medical practice operations within the assigned market or region for virtual/hybrid and assigned hub. This position directs activities in conjunction with the enterprise and market operating plans, that drive performance and execution of Cityblock care and clinical model across clinical care operations. Oversight and accountability for operations adhering to established policies and procedures and safe and compliant care delivery within markets. Ensure clinical / medical practice teams are executing Cityblock practice management and clinical operations model across all modalities of care (in hub, virtual and hybrid).

Responsibilities:

Team Leadership:

• Lead and manage a team of operational professionals, providing guidance, mentorship, and fostering a culture of excellence.

• Facilitate communication across central teams, market leadership care teams and clinical teams.

Clinical Operations:

• Oversee all clinical care operations in your assigned modality or hub.

• Oversight of provider schedules including ensuring all appointments are confirmed, checked in and checked out, operations associates and medical assistants are outreaching members overdue for follow up or annual visits and ensuring all no show and cancellation members are outreached to reschedule appointments with providers.

• If an urgent visit request is made for a same day appointment with a provider, responsible for finding availability and communicating with the clinical and operations team to coordinate member care.

• Ensure all licensure for all clinical support personnel is up to date and schedule bi-annual competencies for medical assistants and nurses

Administrative:

• Oversee schedules for the clinical and operations teams to ensure all time off and meetings are coordinated to provide our members appropriate access to care.

• Oversee payroll approval for all operations teams.

Process Optimization:

• Analyze and elevate any areas of opportunity in operational workflows to market leadership.

• Implement best practices to streamline workflows and improve resource utilization.

• Identify opportunities for process improvement and efficiency gains.

Quality Assurance:

• Ensure quality assurance measures for compliance with healthcare regulations and organizational standards are implemented and adhered to with assigned modality or hub.

• Attend all implementation workgroups and owner of continuous improvement implementations to enhance the quality of healthcare services.

Budget Management:

• Manage budgets for operational activities, ensuring financial sustainability and resource optimization.

• Monitor expenses and financial performance against budgetary goals.

Patient Experience:

• Collaborate with patient experience teams to ensure a patient-centered approach to healthcare operations.

• Oversee all service recovery operations for care and clinical teams for member experience surveys.

• Identify areas of opportunity for member experience and implement initiatives to enhance patient satisfaction and engagement.

Cross-functional Collaboration:

• Collaborate with cross functional teams including Operations Excellence, medical staff, finance, information technology, and human resources, to align operational efforts with overall organizational strategy.

• Participate in interdisciplinary meetings and operations implementation councils.

Regulatory Compliance:

• Ensure that healthcare operations comply with all relevant regulatory requirements, accreditation standards, and industry best practices.

• Collaborate with compliance and legal teams to address regulatory concerns.

Vendor and Resource Management:

• Manage relationships with external vendors and service providers to optimize operational support.

• Ensure inventory within hubs are at acceptable levels and oversee all ordering of medical and administrative supplies.

• Work with external facilities management and medical equipment vendors to ensure all equipment within hubs, launch pads and touchdown spaces are in working order.

Emergency Preparedness:

• Develop and implement emergency preparedness plans for healthcare operations for your market and team utilizing Cityblock’s Emergency Management Plan template.

• Ensure the assigned teams are equipped to handle crises and emergencies effective