Manager, Hub Operations

Job Description:

About the Role

The Operations Manager will play an integral role in operationalizing Cityblock’s care model in the practice setting. The Operations Manager will manage the day-to-day operations of our clinical team, establishing an environment in which our care model can flourish. The Operations Manager will work with the clinical team to implement the initial care model workflows, implement a structure for ongoing measurement and improvement of clinical operations, and ensure compliance with policies and procedures. The Operations Manager will cultivate an environment reflecting the values of Cityblock Health, including respect for our members and team members.

Responsibilities

• Manage day-to-day operations of the clinical staff

• Ensure compliance with policies and procedures across all aspects of operations, including proper documentation and billing practices

• Address operational issues as they arise, and collaborate with the Director of Clinical Operations and the Medical Director to problem solve as needed

• Oversee and mentor assigned team members, fostering an environment of open communication

• Assure optimized use of technology and applications, including the EHR, Commons, and other tools used to support clinical operations

• Maintain staff schedule, including after-hours on-call rotations

• Comply with environmental requirements, including equipment maintenance

• Oversee procurement and accounts payable processes for clinical and office supplies

• Provide coverage for the Operations Associate as needed to maintain steady operations

• Monitor real-time member experience feedback using an automated dashboard, and address issues

Requirements for the Role

• You have a bachelor’s degree and 3+ years of experience of management within an ambulatory clinical practice setting

• You are comfortable using a variety of computer systems, including practice management and electronic health record systems such as Athena, Epic, etc.

• You are adept at identifying and implementing process improvement opportunities

• You are familiar with regulatory requirements pertaining to medical practices, including documentation and billing, quality reporting (HEDIS, QARR), and environmental requirements to ensure safety for members and staff

• You have excellent communication skills, including the ability to effectively interact with all members of the care team, and with members of the public

• You have managed staff in a clinical practice setting and work well with clinical teams including physicians and Advanced Practice Clinicians

• You have experience with deep, hands-on process improvement

• You are compassionate, open-minded, and non-judgmental

• You have the ability to think quickly and solve problems in the moment

• Ensure compliance with policies and procedures across all aspects of operations, including proper documentation and billing practices. At least some understanding of billing and coding (ICD, CPT, how are they used, billed, etc.) 

• Assure optimized use of technology and applications, including the EHR, Commons, and other tools used to support clinical operations

• Understands and can articulate practice operations best practices (scheduling, organizational structure, etc.)

• Experience with procurement and accounts payable processes for clinical and office supplies

• Experience running and managing practice ops for a clinic or running ops 

• Nice to Have: Virtual/telehealth experience and home health. Not as important as brick and mortar clinic ops. Scheduling experience with different modalities.

• Monitor real-time member experience feedback using an automated dashboard, and address issues

• Applies best practices and expertise in practice operations, and applies to market 

• Process-oriented mindset

• Strong organizational skills and flexible with reprioritization

• Experience building something before from scratch and autonomously  

• Communicates and works  well with clinical teams including physicians and Advanced Practice Clinicians

• Has excellent commun