Summary

The Practice Operations Lead functions as a part of the Integrated Medical Group (IMG) administrative leadership for practice operations and any associated projects or assignments. In partnership with the Manager/Director, the Lead provides oversight of the daily administrative operations. This includes staff assignments, scheduling, and monitoring the operational flow.

Essential Duties and Responsibilities

• Supports and promotes the mission and values of Covenant Health Ministry.

• Supervises the daily practice operations within area of responsibility, ensuring standards of access, service and expenses are met.

• Maintains compliance with all policies, procedures, and regulatory requirements.

• Establishes a positive work environment.

• Works to ensure adequate coverage within departments of responsibility.

• Ability to cross cover for all non-clinical positions.

• Keeps Manager/Director updated on significant operational issues that require escalation via daily Huddles.

• Serves as the on-site point person for staff performance and relations, includes resolving administrative problems at the practice level in collaboration with the Manager/Director.

• Serves as the on-site point person for patient relations, patient flow, response to patient inquiries, issue resolution, etc. and adjusts as necessary to enhance achievement of practice objectives.

• Participate in the monitoring of inventory and procurement systems, including working with Facilities and Purchasing to secure supplies and equipment necessary to operations.

• May provide back-up support for other areas and/or locations within or across practice locations on an as needed basis.

• Other duties as consistent with this role.

  Department-Specific Duties and Responsibilities

• For Specialty Practices: All of the above Essential Duties and Responsibilities are applicable to assigned IMG and HOD areas.

• Performs appointment scheduling, procedure and/or surgery scheduling related activities based on department including ambulatory clinics in both IMG and HOD.

  Job Requirements

  Job Knowledge and Skills

• Demonstrated organizational, leadership and teamwork skills.

• Strong organizational and problem resolution skills.

• Ability to develop and maintain effective relationships with medical and administrative staff, providers, patients and the public.

• Excellent critical thinking and problem-solving skills required, including the ability to identify, analyze and resolve operational issues.

• Demonstrates team building skills.

• Ability to cross cover for all administrative positions.

• Excellent communication and leadership skills, and ability to work independently and autonomously.

• Proven excellent written and verbal communication skills.

• Ability to work both independently and within a team environment and a multi-dimensional environment.

• Creative, flexible, self-motivated, professional must possess sound judgment ability to implement activities consistent with achieving service excellence.

• Prior medical front office or customer service experience

• Electronic Medical Record (EMR) experience

• Microsoft Office suite (i.e., Word, Outlook, Excel)

  Education and Experience

• High school diploma or GED strongly preferred

• Associates or Bachelor’s degree preferred

• 2 years of increased responsibility or prior leadership experience required.

  An equivalent combination of education and experience which provides proficiency in the areas of responsibility listed above may be substituted for the above education and experience requirements.

  Working Conditions/Physical Demands

  Must possess the physical and mental abilities to perform the tasks normally associated with this position that involves a combination of sitting, standing, walking, bending, stooping, and reaching. Occasional lifting/carrying up to 25 lbs. Some stress related to high level of responsibility for quality care.

  Americans with Disabilities Statement

  Must be able to perform all essential functions of this position with reasonable accommodation if disabled.

  The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Covenant Health reserves the right to modify position duties at any time, to reflect process improvements and business necessity.

  Standard of Business Conduct

  Every St Joseph Hospital employee is required to abide by the Standards of Conduct and to report any activity that appears to violate the Standards of Conduct.

  Covenant Health Mission Statement

  We are a Catholic health ministry, providing healing and care for the whole person, in service to all in our communities.

  Our Core Values:

• Compassion - We show respect, caring and sensitivity towards all, honoring the dignity of each person, especially the poor, vulnerable and suffering.

• Integrity - We promote justice and ethical behavior, and responsibly steward our human, financial and environmental resources.

• Collaboration - We work in partnership, dialogue and shared purpose to create healthy communities.

• Excellence - We deliver all services with the highest level of quality, while seeking creative innovation.

  We are an equal opportunity, affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, disability status, gender, sexual orientation, ancestry, protected veteran status, national origin, genetic information or any other legally protected status.