Senior Operations Manager- Call Center, Multispecialty, Hicksville, Long Island, HYBRID, Full Time, Days

The Senior Operations Manager is responsible for building and optimizing strong practice operations and leadership across assigned Mount Sinai Health System departments.

In collaboration with department operations teams, this individual is focused on the success of our health center operations through exemplary people leadership, structured problem-solving, and data-driven process improvement. The Senior Operations Manager is a highly visible role with significant opportunities to lead change and engage with senior leadership across the Mount Sinai Health System.

Manage Department or Workcenter Operations

1. Oversee operation, budgeting, and administrative activities to drive high value performance.
2. Ensure the delivery of a human-centric experience across health centers.
3. Support direct reports in maintaining efficient and effective operations.
4. Monitor operational performance using key customer, patient, and operational performance indicators.
5. Identify and address operational issues. Work with team members to resolve issues quickly and thoughtfully. Ensure that learnings from issue resolution are captured to drive quality improvement.
6. Develop a learning community among local practice leaders to ensure best practices and resources are effectively shared.

Lead Performance Improvement Efforts

1. Actively seek and identify ways to provide an improved customer and patient experience.
2. Lead and mentor process improvement activities that increase the overall effectiveness of health center operations and drive patient satisfaction.
3. Build relationships with internal and external experts, vendors, and customer partners; incorporate insights gained into process development efforts.
4. Leverage Lean/Six Sigma methodologies to assist departments in assessing and iteratively improving practice workflows and management tools.
5. Develop and communicate reports to track performance.
6. Coach practice leaders and health center teams to adopt a continuous quality improvement mentality.

Build and Sustain High-Performing Teams

1. Support health center staff recruiting through inclusive interviewing processes and behavioral-based interviewing techniques.
2. Cultivate a service culture across worksite health centers.
3. Sustain high levels of employee engagement and satisfaction. Implement employee recognition, development, and other retention initiatives.
4. Establish standards that promote the highest level of compassion and professionalism; hold all worksite leaders accountable to these standards through consistent feedback and coaching.
5. Create scalable communication processes for information-sharing across worksite teams and to Commercialization Team leadership.

Other Responsibilities

1. Maintain an expert understanding of our employer customers and patients, as well as the services offered by our worksite health centers, system and other partners.
2. Participate in communicating and marketing the practice model to new patients and other stakeholders, including employer customers, potential patients, and third-party vendors.
3. Abide by the health centers service framework and contractual requirements.
4. Other relevant duties as assigned.

• Bachelors degree required (Masters preferred)
• 3-5 years (higher preferred) in medical office administration or other healthcare leadership role is required

Strength Through Diversity

The Mount Sinai Health System believes that diversity, equity, and inclusion are key drivers for excellence. We share a common devotion to delivering exceptional patient care. When you join us, you become a part of Mount Sinai’s unrivaled record of achievement, education, and advancement as we revolutionize medicine together. We invite you to participate actively as a part of the Mount Sinai Health System team by:  

• Using a lens of equity in all aspects of patient care delivery, education, and research to promote policies and practices to allow opportunities for all to thrive and reach their potential.
• Serving as a role model confronting racist, sexist, or other inappropriate actions by speaking up, challenging exclusionary organizational practices, and standing side-by-side in support of colleagues who experience discrimination.
• Inspiring and fostering an environment of anti-racist behaviors among and between departments and co-workers.

At Mount Sinai, our leaders strive to learn, empower othe