Manager, Operations

Job Title: Regional Operations Manager

This role is based in Fairfield County, CT and requires regular on-site presence at our locations in Bridgeport, Fairfield, Stamford, Trumbull, and Greenwich. The ideal candidate lives within a comfortable driving distance of all five sites. Reliable transportation is required. Mileage is reimbursed per company policy.

Reporting to the Director of Operations, the ROM will oversee the Southern Connecticut region of care centers providing leadership, guidance and support to the Site Supervisors of those care centers as it relates to:

• Operations
• Personnel
• Provider Relations

The ROM will work continuously to identify process improvements and provide leadership and direction to the Site Supervisor acting as a positive role model. Likewise, they will help deliver messages and implement business strategies, developed by the management team, in the care centers. The ROM will serve as part of the management team and keep management apprised of significant personnel and operational issues.

RESPONSIBILITIES / DUTIES / FUNCTIONS / TASKS

Operational Leadership

• Work to ensure that all standardized workflows are being followed, as well as continuously reviewing and updating workflows as needed in the care centers they support. The ROM will run a monthly Site Supervisor regional meeting as well as meet with the Care Center Director separately each month. The ROM will also participate in monthly care center meetings , as well as Provider Team Meetings (PTMs) as appropriate.
• Work with Site Supervisors to ensure OSHA and HIPPA guidelines are being followed and report violations as appropriate
• Be able to provide EPIC support at both clinical and administrative levels
• Assist as needed with the creation of schedules and application of templates
• Ensure the utilization of provider waitlists and optimization of ASC blocks
• Along with the Site Supervisor, monitor workques, worklists, pathology tracking, etc.
• Review and monitor care center’s weekly phone call percentages and identify gaps in needs
• Assist the Site Supervisor as needed with finding office coverage (AA, PS or MA)
• Prepare and assist with CTGI acquisitions
• Work with Site Supervisor to establish and maintain positive relationships with staff, patients, referring offices, hospitals and ASCs.
• Works with Director of Operations to manage different projects, accounts, people and meetings as assigned.
• Provide coverage for other ROMs as needed
• Maintain a visible presence across all six Southern Care Centers on a rotating schedule, spending three days each week at a designated Care Center, Wednesdays in Rocky Hill with the Operations team, and one day working remotely.

Personal Standpoint

• Maintain a working knowledge of company policies and procedures, confidently explain them and answer employee questions, and stay current as they change. Ensure site supervisors are upholding policies and procedures and holding staff accountable.
• Work with the Site Supervisor to help troubleshoot day to day personnel issues as well as provider and staff concerns. In collaboration with HR, hold meetings with teams and individual staff to address issues.
• Hold Site Supervisors accountable for managing their teams well, including addressing performance and conduct concerns promptly and applying the same standards to every employee.
• Support Site Supervisors with their coordination and delivery of staff discipline. Participate in terminations as needed.
• Deliver quarterly and yearly accountabilities to Site Supervisors Ensure Site Supervisors are providing the same quarterly and yearly accountabilities to their staff in a timely and accurate manner.
• Assist in the hiring process by reporting care center openings, providing feedback into the ideal candidate for the particular opening and participating in the interview process when needed.
• Proactively assess staffing levels at the assigned location and escalate to HR and operations leadership when coverage is too thin or exceeds what patient volume and workload require.
• Run staff audits to determine productivity and work with HR to take any appropriate action needed
• Assist Site Supervisors with timekeeping(timesheets, PTO approval) as needed
• Identify potential retraining needs for SS and staff and confirm new hires have had all appropriate training needed for success
• Train new SS and new Regional Managers

Provider Relations Standpoint

• Work with the Site Supervisors and strive to address provider concerns/ problems in a timely manner. Escalate provider issues as needed to appropriate leader.
• Ensure provider schedules are maximized and ensure communication between providers and Site Supervisor remains positive and productive
• Ensure that there is appropriate infusion provider coverage as well as hospital and ASC coverage
• Assist with provider sick coverage as well as rearranging coverage schedules
• Review new provider checklists, especially as it relates to scheduling and credentialing. Communicate key information back to the Site Supervisor and care center.
• Meet with Care Center Directors monthly
• Serve as a visible champion of broader company goals and initiatives, helping providers and staff understand their importance, align with organizational priorities, and support successful implementation.

QUALIFICATIONS

Knowledge, Skills, and Abilities

• Proficiency with Microsoft Office Suite.
• Working knowledge of electronic medical record (EMR) systems.
• Strong leadership, coaching, and team development skills.
• Excellent verbal and written communication skills.
• Strong organizational, analytical, and problem-solving abilities.
• Ability to prioritize multiple tasks while meeting deadlines in a fast-paced environment.
• Excellent customer service and interpersonal skills.
• High level of accuracy and attention to detail.
• Knowledge of medical terminology, patient scheduling workflows, and healthcare operations preferred.
• Ability to maintain patient confidentiality and comply with HIPAA regulations.
• Comply with all health and safety policies of The Specialty Alliance.

EDUCATION

• High school diploma or equivalent required.
• Associate degree in Healthcare Administration, Business Administration, or related field preferred.

Qualifications

• Excellent written and verbal communication skills
• Excellent customer service skills are required
• Experience working in a medical office
• Advanced understanding of medical terminology as it relates to the clinical setting.
• Ability to multi-task and work in fast-paced environment.
• Advanced understanding of gGastro processes.
• Detail-oriented and the ability to focus on specific tasks.

Education: High

School Diploma or equivalent.

Experience: Minimum of 5 years’ clinical and/or scheduling experience for office visits, tests (labs/radiology) and procedures. Prior supervisory experience is required.

Performance Requirements:

• Excellent communication skills, both written and verbal.
• Proficient technical (computer) skills

. • Proficient phone skills, especially in relation to patient contact

• Ability to multi-task and prioritize.
• Self-motivated with initiative.
• Strong sense of ethics.

Equipment Operated: This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, scanners, outside websites, and fax machines