Operations Manager II, Ambulatory

Job Summary

Manages ambulatory operations to optimize patient care and support organizational goals. Drives implementation of action items, ensuring compliance with timelines and financial commitments. Develops and guides short- and long-term operational initiatives. Assumes accountability for human resource management, including orientation, education, disciplinary procedures, and training and development. Leads continuous survey readiness activities to maintain compliance with regulatory standards and prepares audit documentation. Leads in the development, monitoring, and control of departmental payroll, budget, and financial management. Ensures standardized care delivery by developing strategic partnerships with physicians, subject matter experts, and service area leaders. Leads the development and implementation of plans, policies, and process for data gathering and analysis while ensuring guideline and regulation alignment. Manages resources to ensure optimal assignment and utilization. Leads multidisciplinary clinical teams and assists in the design of emergency preparedness programs. Manages improvements in operations and technology processes, identifying and addressing root causes, and implementing solutions. Ensures performance metrics used to monitor success align with strategic organizational initiatives.

Essential Responsibilities

• Creates and advocates for developmental opportunities for others; builds collaborative, cross-functional relationships.
• Solicits and acts on performance feedback; works with leaders and employees to set goals and provide open feedback and coaching to drive performance improvement.
• Pursues professional growth; hires, trains, and develops talent for growth opportunities; strategically evaluates talent for succession planning; sets performance management guidelines and expectations across teams / units.
• Oversees implementation, adapts, and stays up to date with organizational change, challenges, feedback, best practices, processes, and industry trends; shares best practices within and across teams.
• Fosters open dialogue amongst team members, engages, motivates, and promotes collaboration within and across teams; motivates teams to meet business objectives.
• Delegates tasks and decisions as appropriate; provides appropriate support, guidance and scope; encourages development and consideration of options in decision making; fosters access to stakeholders.
• Manages designated units or teams by translating business plans into tactical action items; oversees the completion of work assignments and identifies opportunities for improvement; ensures all policies and procedures are followed; partners with key stakeholders and business leaders to ensure products and/or services meet requirements and expectations while aligning with departmental strategies.
• Aligns team efforts; builds accountability for and measuring progress in achieving results; assumes responsibility for decision making; fosters direct reports to resolve escalated issues as appropriate.
• Communicates goals and objectives; incorporates resources, costs, and forecasts into team and unit plans; ensures matrixed resources are fulfilling service or performance requirements across reporting lines.
• Removes obstacles that impact performance; identifies and addresses improvement opportunities; guides performance and develops contingency plans accordingly; influences teams and units to operate in alignment with operational and business objectives.
• Manages ambulatory operations to support patient care by: providing additional oversight/span of control for, negotiating, and driving timelines for action item implementation and monitoring compliance to financial commitments; identifying, requesting, and implementing workflows and strategies to achieve performance targets and aligning with market strategies; developing and guiding short- and long-term operational initiatives and managing program, services, and/or systems; assuming accountability for human resource management related to performance measurement and employee management; leading continuous survey and compliance readiness activities, including mock rounds and mitigating issues, to maintain compliance and regulatory standards and developing procedures for preparing audit documentation, information, and reports; and contributing to the development, monitoring and control of departmental payroll and non-payroll budget and other aspects of financial management and cost control/reduction.
• Ensures standardized care delivery by: developing strategic partnerships with physicians and subject matter experts and service area leaders and overseeing highly complex workstreams with large program impact; leading the development and implementation of plans, policies, and processes for data gathering, using relevant data gathered, and analysis while ensuring guideline and regulation alignment; aligning patient care management solutions across departments and/or service lines; monitoring and/or managing resources as needed in clinical areas to ensure appropriate assignment and utilization; leading multidisciplinary ambulatory team(s) and holding team(s) accountable for performance; assisting the design of emergency preparedness programs and ensuring the departments emergency preparedness and recovery plans are current and that managers and staff are trained and know what is expected during and after an emergency; and leading project teams, initiatives and monitoring implementation, equitable distribution of resources, and delivery on objectives.
• Manages improvements to patient-centered operations and technology processes by: leading and implementing long-term strategic projects designed to remediate issues and improve quality, service, affordability, and/or operating efficiency; developing and managing a structured approach for identifying root causes and implementing solutions to improve the performance of operations system processes in response to barriers and/or issues; and ensuring performance metrics used to monitor the success of strategic improvement projects are tied to strategic organizational initiatives.

Knowledge, Skills and Abilities: (Core)

• Ambiguity/Uncertainty Management
• Attention to Detail
• Business Knowledge
• Communication
• Constructive Feedback
• Critical Thinking
• Cross-Group Collaboration
• Decision Making
• Dependability
• Diversity, Equity, and Inclusion Support
• Drives Results
• Facilitation Skills
• Health Care Industry
• Influencing Others
• Integrity
• Leadership
• Learning Agility
• Organizational Savvy
• Problem Solving
• Short- and Long-term Learning & Recall
• Strategic Thinking
• Team Building
• Teamwork
• Topic-Specific Communication

Knowledge, Skills and Abilities: (Functional)

• Business Process Improvement
• Calendar Management
• Change Management
• Compliance Management
• Confidentiality
• Conflict Resolution
• Financial Acumen
• Health Care Compliance
• Health Care Quality Standards
• Human Resources Systems
• Information Systems
• Legal And Regulatory Requirements
• Maintain Files and Records
• Microsoft Office
• Outcome Driven Innovation
• Stakeholder Management
• Talent Management
• Training
• Workforce Planning

Minimum Qualifications

• Minimum four (4) years of experience in a leadership role with or without direct reports.
• Minimum three (3) years of customer or member/patient service experience.
• Bachelors degree in a business, nursing, health care, or directly related field AND minimum five (5) years of experience in business operations, clinical health care, or a directly related field OR Minimum (8) years of experience in business operations, clinical health care, or a directly related field.

Preferred Qualifications

• Basic Life Support (BLS) Certification.
• Three (3) years of project/program management and/or implementation-related experience.

Key skills/competency

• Operations Management
• Ambulatory Care
• Patient Care Optimization
• Financial Management
• Human Resource Management
• Regulatory Compliance
• Process Improvement
• Strategic Planning
• Team Leadership
• Healthcare Operations