Operations Manager in Bend, Oregon at BestCare Treatment Services Inc

JOB SUMMARY: The Operations Manager is responsible for ensuring smooth and efficient operations of the clinic front office/desk, including scheduling, patient check-in and checkout, enrollment, interpreter coordination, and phone coverage. This position supervises administrative staff. Supervisory responsibilities for direct reports include, but are not limited to hiring, coaching, training, addressing performance issues, and managing schedules. The Operations Manager’s responsibilities include directly managing and overseeing standardized workflows and processes, providing supervision of the Administrative Support Staff to provide efficient, dependable, and timely support to the assigned program(s) and staff that reflect effective administrative and operations best practices, and collaborating and supporting teams to achieve strategic initiatives and organizational goals.

ESSENTIAL FUNCTIONS:

1. Direct Supervision and Support of Administrative Staff:
2. Ensures accountability of the team, including but not limited to adherence to policies, procedures, guidelines, workflows, etc., addressing attendance, performance, and behavior concerns including corrective action if necessary;
3. Holds consistent and timely team meetings to communicate organization, site, and/or department information, changes, initiatives, etc.;
4. Sets performance goals and service targets for staff used to evaluate performance and to drive continuous improvement.
5. Consults with Human Resources to support employee relations, performance achievement, training, employee engagement, etc.;
6. Obtains leadership approval and manages all recruitment and hiring for the team. Provides oversight and support for recruitment/hiring of openings supervised by direct reports;
7. Manages time off requests and approves timecards for direct reports or as delegated and monitors to ensure staff take required breaks and lunches;
8. Manages the performance of the team, conducts monthly meetups and provides real-time and consistent coaching with all direct reports;
9. Coordinates and supports the onboarding and offboarding of direct reports.

EHR Registration, Check-In, Collections, Scheduling & Referrals:

1. Manages and monitors registration work queues and provides feedback to staff responsible for task;
2. Manages and monitors referral work queues and provides feedback to staff responsible for task;
3. Ensures that administrative staff are proficient in the EHR and that proper and timely documentation is consistently achieved;
4. Follows and supports BestCare’s standardized workflows. Participates in the development of workflows and reference materials to ensure confidence of staff to perform their job tasks;
5. Communicates and partners with ESA team for optimization and clarity in the system;
6. Manages Epic templates to ensure adequate availability of clinicians for clients. Ensures timely scheduling of clients for services;
7. Responsible for daily reconciliation of payments collected and deposits made.

1. Site & System Operations:
2. Ensures consistent phone coverage during business hours. Calls must be answered promptly and clients’ needs met with high level of customer service;
3. Coordinates, orders, and oversees inventory control for the site office supplies and other inventory;
4. Communicates with Director and Facility Department regarding facility and fleet needs and improvements;
5. Provides Fleet Management;
6. Tracks and analyzes operational costs and monitors budget;
7. Develops reporting and auditing processes used to analyze operational effectiveness and reviews performance reports from team leaders;
8. Implements processes and policies that support efficient service delivery and meet the organization's changing needs;
9. Utilizes data analytics to measure activity and drive continuous improvement;
10. Oversees and coordinates communication with appropriate systems support staff to ensure office equipment, telephone system, computers, computer network system are functioning properly;
11. Ensures appropriate staff coverage of front desk and administrative support teams;
12. Works closely and meets regularly with the Program Director to ensure site and organizational goals are met;
13. Partners with other site managers and system administrative department to support efficient and effective administrative functions;
14. Other operational duties as assigned.

1. Safety and Compliance:
2. Attends system-wide Safety Committee meetings and acts as a liaison for staff on behalf of the entire assigned site(s). Reports back to site staff monthly with updates and safety topics discussed in the committee meetings;
3. Completes monthly Safety Checklists and submits them to Compliance each month;
4. Performs safe work practices to protect the health and safety of employees and patients per OSHA regulations. Ensures timely documentation is completed for OSHA 300 compliance;
5. Protects individually identifiable health information per HIPAA regulation. Completes quarterly privacy walk-throughs of site in partnership with the compliance department;
6. Complies with all policies, procedures, guidelines, and workflows;
7. Completes all required compliance training within the established timeline;
8. Utilizes the electronic incident reporting system as needed.

ORGANIZATIONAL RESPONSIBILITIES:

1. Models BestCare’s mission, vision, and values, promoting integrity, compassion, and collaboration;
2. Supports the organization’s commitment to equity, respect, and inclusion, fostering an environment of open-mindedness, cultural awareness and respect for all individuals;
3. Aligns department goals with organizational strategic initiatives;
4. Complies with Code of Conduct, Business Ethics, Employee Handbook, and all relevant policies and OARs;
5. Maintains professionalism, confidentiality, and compliance with HIPAA, 42 CFR, and Oregon statutes;
6. Completes assigned training timely and satisfactorily, and attends other seminars, training, and educational opportunities to develop professional skills and abilities;
7. Ensures that any required certifications and/or licenses are kept current and renewed timely;
8. Works independently and collaboratively as a positive member of the BestCare team;
9. Performs other organizational duties as assigned.

QUALIFICATIONS:

EDUCATION AND/OR EXPERIENCE:

• Bachelor’s degree in Business, Management or other related field or Equivalent of Associate’s degree in Business, Management or other related field plus 2 years high-level business administrative experience (in addition to the following experience requirements)
• Minimum of three years of previous high-level business administrative experience required
• Minimum of two years of staff supervision/leadership experience required

LICENSES AND CERTIFICATIONS:

• Must maintain a valid Oregon Driver License or ability to obtain one upon hire and be insurable under the organization’s auto liability coverage policy (minimum 21 years of age and with no Type A violations in the past 3 years, or three (3) or more Type B violations) and must have a reliable vehicle with adequate insurance to travel as needed.

PREFERRED:

• Bilingual in English/Spanish a plus

REQUIRED COMPETENCIES: Must have demonstrated competency or ability to attain competency for each of the following within a reasonable period:

• Demonstrated effective supervisory/leadership skills;
• Ability to build a positive, collaborative, high-performing team;
• Ability to enter client notes into electronic health records (EHR) in accordance with acceptable standards and regulations;
• High proficiency in MS Office 365 (Word, Excel, Outlook), EHR databases, virtual meeting platforms, internet, and ability to learn new or updated software;
• Strong abilities in research, reporting, and developing/providing presentations;
• Strong interpersonal and customer service skills;
• Strong communication skills (oral and written);
• Strong organizational skills and attention to detail, accuracy, and follow-through;
• Excellent time management skills with a proven ability to meet deadlines;
• Critical thinking skills
• Ability to maintain strict confidence as required by HIPAA, 42 CFR, and Oregon Statutes;
• Ability to build and maintain positive relationships;
• Ability to function well and use good judgment in a high-paced and at times stressful environment;
• Ability to manage conflict resolution and anger/fear/hostility/violence of others appropriately and effectively;
• Ability to work effectively and respectfully in a diverse, multi-cultural environment;
• Ability to work independently as well as participate as a positive, collaborative team member.

TOOLS AND EQUIPMENT USED: Computer/laptop, copy/fax/scanning machines, printer, telephone or multi-line phone.

WORK ENVIRONMENT/PHYSICAL DEMANDS: The work environment is respectful, multi-cultural and inclusive, and the characteristics described above are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.? The position requires the employee to dress in a manner that meets the standards for professional attire at Best Care or per department-or job-specific requirements (See Dress Code Policy in Employee Handbook). ?Other conditions/demands include:

• Primarily indoors (95%) and in-person
• Prolonged periods sitting at a desk and working on a computer/laptop, with occasional standing and walking
• Exerts force or lifts/carries up to 10-20 pounds at times
• Pushes/pulls 50-75 pounds occasionally
• Continuous use of arms, wrists, hands to perform repetitive tasks/motions
• Occasional grasping/squeezing and reaching above or below shoulder-level
• Must be able to hear alarms/telephone/audio/normal speaking voice
• Must be able to drive motor vehicle to perform job