Operations Manager QMS

Job Title: Operations Manager – QMS FLSA Status: Exempt

About us

Physicians East, P.A.is a team of skilled healthcare professionals united to meet the challenge of delivering quality, cost-efficient, comprehensive healthcare to the people of Eastern North Carolina.

Location & commitments Full-time role based at our Greenville location, Monday-Friday, 8a.m. – 5 p.m. Additional hours may be required to meet the needs of the business. Weekend work is rare but can occasionally be necessary.

Supervision Received: Reports to Chief Operations Officer.

Supervision Exercised: Supervises all departmental staff as assigned.

Typical Physical Demands: Work is in an office environment. Requires sitting for long periods of time. Some bending and stretching required. Working under stress and use of telephone required. Manual dexterity required for use of calculator and computer keyboard

Typical Working Conditions:

Work is performed in an office environment. Extensive telephone contact with medical facilities, patients, physicians, staff, and vendors.

About the role This position manages, develops, and oversees daily operations of Quadrangle Medical Specialists and Quadrangle Endoscopy Center including all administrative and clinical operations. Responsible for achieving operating and capital budgets, accurate coding for appropriate reimbursement, appropriate billing practices and excellent service delivery to all stakeholders. Develops and champions department performance and behavioral standards and works to continuously improve the quality of services. Ensures compliance with all regulatory requirements and holds department staff accountable for meeting goals. Utilizes and applies quality improvement principles. In addition to collaboration with other leadership, the Manager understands and acts on the relationship between patient access to care, clinic operations, finance, and productivity, and coordinates these components within the department to deliver superior care.

This position will be required to follow policies and procedures set forth by Physicians East, P.A. and abide by the policies and regulations set for by the Health Information Portability & Accountability Act (HIPAA), HCFA, and any other state and federal regulatory requirements necessary to perform the functions of the position. This position is responsible for ensuring effective administration systems, communication mechanisms and procedures are in place to support the work of the practice and to ensure the delivery of high-quality care and services daily to patients, providers, and staff.

Responsibilities:

STAFFING

• Interview potential employees and participate in the overall hiring process. Train or delegate training for new hires and current staff as required. Evaluate staff annually and after probationary periods. Discipline and counsel staff as necessary with verbal and written communication.
• Hold routine staff meetings and educate staff on office and corporate processes/policies.
• Manage staff payroll, approve time off requests for staff and report request to HR. Always ensure appropriate office coverage. Monitor overtime and overall staffing expenses. Verify staff is current on HIPAA, OSHA, Compliance training.
• Maintain logistics related to mid-level providers, including vacations, call, and office coverage. Hold regular meetings and maintain minutes as required by the respective boards.
• Work closely with Physicians East leadership and provide support in their functions and understanding how the position impacts the financial aspect of the department.
• Perform cost analysis and workflow analysis for various projects/equipment determined by physicians and personal observations. Improve office workflows and continually seek ways to improve processes. Maintain vision for where healthcare and practice should be going.
• Evaluate/order/approve supplies and equipment purchases. Approve invoices for payment and send to Finance Department. Maintain and minimize office expenses.
• Maintain office reports (i.e., appointment and productivity Stats) and act on information obtained to determine staffing/training/advertising needs.
• Verify G&A responsibilities are carried through and error rate is minimal/acceptable.
• Provide technical support for minor system problems (computers/printers/phones). Super User for Electronic Medical Record and Practice Management System. Assist with system upgrades, training and attend meetings regarding potential system changes.
• Seek methods to improve patient satisfaction & patient education. Handle patient concerns/complaints regarding billing/workflow/physician and/or staff issues.
• Advertise seminars, office services and providers to ensure competitive in marketplace. Plan and organize seminars for community.
• Template and schedule maintenance including time slot layout and appointment slot assignment.
• Attend regular Department meetings and other meetings as required by other G&A staff. Sit for various committees as determined by current PE projects and take on assignments to assist such committees.

PHYSICIAN EXPECTATIONS

• Attend applicable physician meetings and maintain agenda & minutes. Communicate office/staff issues. Communicate physician needs/concerns to corporate.
• Approve & maintain physician vacation requests. Determine call/office coverage and find physician coverage if necessary. Communicate call coverage with answering service.
• Submit and categorize physician business expenses. Obtain annual reporting.
• Report potential malpractice cases to Compliance Officer.
• Act as a liaison with other Departments, POD’s, G&A staff & community to project office and physicians positively.

DEPARTMENT MAINTENANCE RESPONSIBILITIES

• Coordinate department maintenance, including equipment and furnishings. Coordinate office décor changes/upgrades. Assign payment through Property account as needed for these services. Ensure annual inspections on mechanical/electrical equipment, safety checks, microscopes and fire extinguishers are performed. Verify department meets state codes, HIPAA, and OSHA requirements.
• Maintain and report deficiencies in work areas to include reception/clinical/waiting room areas
• Supervise Phone/Voicemail/ACD/PRI Upgrades and maintenance.
• Other duties as assigned.

Candidate requirements:

Bachelor’s Degree in related field plus a minimum of five years’ experience in managing/supervising multiple staff members and job positions in a diverse hierarchy. Background in healthcare required. Must be computer savvy and proficient in Word and Excel. Public speaking required.

• Must possess exceptional leadership and interpersonal communication skills (both verbal and written) and can create a favorable impression for the organization to all staff, physicians, patients, and the public.
• Must display a high level of self-confidence, confidentiality, integrity, and initiative.
• Strong relationship building skills with the ability to delegate and mentor as needed.
• Strong understanding and effective modeling of customer service principles.
• Must have a strong sense of team commitment, which includes meeting deadlines, punctuality and excellent follow-through and feedback.
• Ability to form positive and collaborative relationships with all levels in the organization.
• Strong analytical and organizational skills required.
• Ability to lead high quality and productive staff and physician meetings.
• Knowledge of third party and insurance procedures, regulations and billing requirements, and government reimbursement programs.
• Have strong ability to lead and or work as a member of various cross-functional teams.
• Must have strong software skills including knowledge of Word, Excel, etc. Demonstrated proficiency with software applications such as NextGen, Centricity and/or related.
• Possess the ability to identify gaps or problems in business processes and develop ideas to resolve them.
• Be an example of professionalism and can set clear goals and expectations for staff and hold them accountable.

Affirmative Action/EEO statement Physicians East, P.A.is an equal opportunity employer and will not discriminate against any applicant or employee on the basis of age, race, color, ethnicity, religion, creed, sex (including gender, pregnancy, sexual orientation, and gender identity, which includes status as a transgender individual), national origin or ancestry, citizenship, past, current, or prospective service in the uniformed services, genetic information (including family medical history), physical or mental disability, or other legally protected status. Reasonable accommodation will be made for persons with disabilities during the application process and/or at the time of employment. Requests for accommodation should be made to the Human Resources Department as early as possible in the application/employment process. Contact HR Office at 252-413-6368