"Clinical Operations Manager"

Overview

Under the direction of the Director, Finance and Administration and the Clinical Vice-Chiefs, the Clinical Operations Manager is responsible for planning, organizing and executing the daily clinical operations of the Section of Cardiovascular Medicine across all YNHHS Deliver Networks, the VA and ambulatory sites.

Primary Responsibilities

• Directly supervise the Clinical Operations Team, responsible for handling inbound calls, scheduling patients, process referrals, and managing Epic In baskets.
• Serve as the primary liaison to the YNHHS Ambulatory sites and management team.
• Work with Clinical Program leaders to build and maintain the Section’s clinical schedule in Qgenda, including inpatient services, ambulatory offices, procedure labs and cardiac imaging.
• Conduct routine audits of QGenda and Epic templates to ensure alignment.
• Ensure compliance with all clinical policies and procedures.
• Assist in the development and monitoring of clinical performance measures including clinical effort, productivity and patient access.
• Monitor patient satisfaction reports, provides feedback to team members and provide coaching on team members on customer service standards. Resolves patient complaints.
• Hires and trains new members of the Clinical Operations Team. Assists with the onboarding on new faculty, APPs and clinical fellows. Coordinate the new faculty orientation (1-day program held each July)

Required Skills and Abilities

1. Demonstrated ability to manage a team, including hiring, training and development of staff members.
2. Outstanding interpersonal skills to effectively communicate critical information across all levels of management with the Section as well as YNHHS.
3. Demonstrated ability to manage multiple projects simultaneously. Flexible and adaptable to change.
4. Experience with physician scheduling and complex ambulatory operations.
5. Demonstrated ability to utilize EMR and other electronic systems, including Qgenda scheduling tool and VoIP phone systems.

Preferred Skills and Abilities

Bachelor’s Degree in relevant field plus five years of related experience, or a combination of education and experience, at least 2 of which are in a leadership position.

Principal Responsibilities

1. Evaluates the effectiveness of clinical operational procedures and makes or recommends changes to facilitate the highest level of patient service and access. Identifies issues that impede delivery of quality patient access; develops and implements short-term improvements and plans for long term process improvements. Partners with members of the leadership team to develop long term objectives for the practice related to access productivity, compliance, communication and patient satisfaction.
2. Monitors and analyzes monthly clinical statistics and key productivity and patient satisfaction indicators to assess accuracy and effectiveness of processes, and identifies trends or items requiring immediate corrective action.
3. Monitors and enforces compliance with existing policies and procedures, Practice Standards, HIPAA regulations and other compliance standards throughout all clinical activities. Develops budgetary forecasts.
4. Oversees the monitoring and enforcing of customer service standards for staff members addressing deficiencies. Resolves patient service and clinical issues by interfacing with clinic staff, YNHH, YMA management, faculty and other clinical operations managers.
5. Oversees clinical operations of section by ensuring appropriate staffing, training, ongoing education, and monitoring of day-to-day activities. Approve and monitor all personnel functions including staff schedules, payroll, time-off, and attendance and lunch schedules; arrange appropriate coverage.
6. Directly monitors patient throughput in real time to ensure effectiveness, efficiency and safety are priorities in moving patients through their clinical visits. Makes on the spot adjustments to improve throughput when necessary.
7. Works with the clinical leadership and other key departmental clinical/administrative staff on matters relating to practice performance and clinical issues in accordance with budget, goals and benchmarks. Provides leadership and direction to clinical staff where appropriate.
8. Researches and develops proposals for internal and external program initiatives and new administrative and clinical opportunities and advises leadership on the impact of new projects or initiatives. Prepares special analyses, reports and complex modeling to support the decision-making process. Analyzes proposals and determines cost, benefits, risks and liabilities.
9. Streamlines communications between EMR, team, physicians, and clinical staff. Establishes, implements and monitors medical record protocols and procedures. Ensures office compliance with Federal/state/local regulations.
10. Monitors clinician work schedule assignments for best utilization of space, maximum productivity, and adherence to clinic session guidelines. Builds templates and performs maintenance on schedules as necessary.
11. Represents area with regard to facility concerns, maintenance and security.
12. Keeps current in clinical management and process improvement concepts through involvement in professional organizations, seminar attendance, user group meetings and individual research.

Required Education and Experience

Bachelor's degree in relevant field and 2 years of related technical experience; or an equivalent combination of education and experience.

Salary Range

$65,000.00 - $101,000.00

Location

789 Howard Avenue, New Haven, Connecticut