Sr. Manager, Health Center Operations (Mid Great Valley Region)

Sr. Manager, Health Center Operations

Mid Great Valley Region

ESSENTIAL DUTIES

• Serve as the Administrator for each assigned health center as required by 22 CCR 75046(d)
• Ensures that the PPMM patient experience is reliably excellent, and establishes the standards,
  monitoring system, and data distribution effort that will keep customer service at the forefront of our
  approach to health care.)
• Leads the design, implementation, and monitoring of affiliate standards for clinic flow and optimum
  staffing ratios for service mix, demand, and profitability. Identifies areas to integrate and improve
  program management, health center operations and systems. Monitors the attainment of benchmarks
  and establishes corrective action plans to assure compliance with affiliate standards.
• Serve as a catalyst for change driving continuous improvement activities while focusing on planning
  and implementing process improvement initiatives.
• Work with Services Management stakeholders to assure that clinical, educational, and outreach
  services are delivered in manner that is consistent with affiliate policies, procedures, priorities, and
  goals.
• Within assigned region, leads the effort to support health center managers on the work to maintain
  efficient patient care flow through a team approach by planning and implementing patient and staff
  scheduling in conjunction with clinical staff leadership. Supports regular communication with Response
  Center and provides approval to adjust schedules when necessary for walk-in availability and other
  appointment changes as needed.
• Supports health center mangers in holding staff accountable for data accuracy and productivity,
  efficient work flow, measuring indicators, and analyzing processes to improve clinic performance.
• Responsible for ensuring that underperformance of team members are formally addressed, with clear
  and documented performance improvement plans. Maintains communication and transparency of
  active needs assessment to Sr. Operations Director and Services Management stakeholders as
  needed.
• Provides high-level and strategic oversight of daily workforce resource management in response to
  planned and unplanned staff vacancies, ensuring that appropriate access is maintained based on
  available staffing ratios.
• Promote identification of needs and problem solving within and between area operations and other
  PPMM departments. Identify areas to integrate and work interdepartmentally to improve program
  management, clinic operations, and systems.
• Contribute to affiliate-wide initiatives to improve the delivery and quality of medical services.
• Maintain positive employee relations, including proactively addressing potential employee
  concerns/problems in partnership with Human Resources.
• In collaboration with Sr. Director, Health Center Operations, provide support to Health Center Manager
  for resolution of problems arising from staff-related issues and handling patient complaints. Engage
  with Human Resources if resolution is not possible.
• Accept individual and joint responsibility for efforts to achieve health center annual goals regarding
  number of patients served, patient waiting time, appointment show rate, accuracy in the execution and
  recording of patient payments, customer satisfaction, etc.

NON-ESSENTIAL DUTIES

• Provides management of staff and center in absence of or vacancy of Health Center Managers.
• Represent Managers or local programs to state agencies and other entities when needed.
• Perform other duties and special projects as assigned. Duties and responsibilities may be added,
  deleted or changed at any time at the discretion of management, formally or informally, either verbally
  or in writing.

QUALIFICATIONS
Ability to perform the duties described above. A typical means of acquiring those abilities would be:

• Three (3) or more years’ relevant experience in healthcare site management. Multi-facility
  operations experience preferred.
• Experience with patient centered workflows and executing process improvement initiatives
• Experience in implementing strategic plans and leading significant and diverse operations in the
  healthcare service industry.
• Bachelor’s Degree in related field required;

REQUIREMENTS

• Skilled in verbal and written communications with internal and external business partners and
  employees. Must be able to speak effectively in a public or group setting.
• Strong influence and negotiation skills.
• Strong decision-making and problem-solving capabilities Excellent organizational skills
• Ability to set priorities and maintain composure under stress. Results-oriented Ability to train, coach
  and motivate
• Demonstrates cultural and linguistic competence.
• Proficient with Microsoft Office applications including Outlook, Word, Excel and PowerPoint. Along
  with the ability to learn other relevant software systems and databases as needed.
• Must be willing to work flexible hours including evenings and weekends. Must be able to travel
  within and outside organization region as the job dictates.
• 30%-50% travel