Cedars-Sinai Operations Supervisor Call Center - Access Care Experience Team in Beverly Hills, California
The Supervisor, Operations is responsible for the daily oversight of the administrative and clinical operations of assigned practices, departments and/or programs to meet the needs of physicians, patients and staff and support the mission and vision. Has budgetary responsibility for assigned areas, functions as key liaison with physicians and staff, develops the productive growth and operational structure of each functional area, supports employee growth and development, actively mentors staff in patient care teams with physicians as well as extended care team members and departments, participates in strategic planning and business development for areas of oversight and functions as an advocate.
Job Duties and Responsibilities:
Ensures compliance with state and federal laws, professional and regulatory agency standards and licensure requirements. Maintains staff compliance with health system and Foundation policies, procedures and protocols.
Understands and supports the business requirements and fiscal structure of the Foundation, including patient assignment, risk and specialty network structures, and utilization management.
Assumes fiscal responsibility including budget preparation, expense control and revenue improvement.
In collaboration with supervisor, develops business and operations plans, programs and services.
Maintains facilities by planning space allocations, layouts, and floor moves; arranging for and supervising building maintenance.
Adheres to HIPAA requirements for clinical records by adhering to company policy for retention, protection, retrieval, transfer and disposal of records.
Maintains equipment by planning equipment procurement and maintenance; evaluating products, service, and warranties.
Works with the Facilities Department to maintains building services.
Prepares reports by collecting, analyzing, and summarizing operational data and trends.
Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
Improves department reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Demonstrate willingness to adapt and to navigate change.
Establishes effective patient care processes and workflows. Assists with the development and supports policies and procedures that support the provision of quality and timely patient care services. Ensures appropriate physician, locum, allied health professional, technician and staff coverage for all areas.
Supervise office operations by reviewing wait times, appointment availability and phone call traffic.
Is part of the evaluation and review of all human resources and communicates issues appropriately.
Maintains appropriate quality control programs and partners proactively with risk, quality and clinical services departments to ensure continuous monitoring and improvement in provision of clinical services.
Acts as a resource for staff and physicians in utilization of key information systems and technologies. Assumes responsibility as practice liaison for the resolution of system related issues, identification of opportunities for improvement and implementation of key systems and system and workflow improvements.
Based on assigned responsibilities, supervises all employees in areas of oversight, including administrative, clinical, and technician staff; In conjunction with executive and medical leadership, provides direct supervision of physician extenders; Assesses qualifications and interviews candidates, assumes responsibility for the assessment and improvement of proficiencies, work assignments and schedules, orienting, mentorship, training, in-services, performance evaluation, compensation, mentoring, discipline and terminating employment; Partners with appropriate departments in the execution of these duties (e.g. clinical services, risk, quality, human resources).
Works collaboratively with the Training Department to communicate updates, is present in training sessions and to supervise compliance for computer system integrity.
Assists in selecting outside sources for needed services and provides review and oversight for those services.
Participates in the design and operational implementation of organizational restructuring, new workflows, processes, programs and technologies.
Maintains positive relationship and collaborative communication across department areas with associated service departments of the Cedars-Sinai Medical Delivery Network.
High school diploma or GED required. Bachelor degree preferred.
Three (3) or more years medical office experience, preferably in a multi-specialty medical group setting, previous medical office management and/or supervisory experience required.
Call Center experience highly preferred.
Outstanding written and oral communication skills.
Good track record to lead and manage people, including selecting, developing, motivating and retaining.
Fiscal leadership skills to prepare, supervise and control budgetary expenses and generate increased efficiency and revenues.
Ability to promote effective collaboration and partnership across organizational units.
Knowledge of regulatory, reimbursement, legal and policy issues as they relate to operational management.
Good interpersonal and communication skills.
Consistent track record with customer service, training, and ability to empower others to effect positive change.
Cedars-Sinai is an EEO employer. Cedars-Sinai does not unlawfully discriminate on the basis of the race, religion, color, national origin, citizenship, ancestry, physical or mental disability, legally protected medical condition (cancer-related or genetic characteristics or any genetic information), marital status, sex, gender, sexual orientation, gender identity, gender expression, pregnancy, age (40 or older), military and/or veteran status or any other basis protected by federal or state law.