Operations Manager II, Eye Care Services Clinical Operations And Optical Services - (On-Site)
In addition to the responsibilities below, this position is also responsible for managing the use and maintenance of equipment, supplies and medications; fostering a safe environment for patients and employees and collaborating with Environmental Health and Safety to ensure a safe environment for patients and employees; developing structured approaches for identifying root causes and implementing solutions to improve operation system process performance; coordinating research into best practice models; leading the implementation of patient/member care delivery systems and practice standards in several locations, ensuring patient/member satisfaction and quality of care; delegating tasks related to the investigation and resolution of patient/family/member concerns regarding patient/member care and services; collaborating with physicians, outside health care providers, and other health care team members to achieve optimal and safe patient care across the continuum; overseeing the implementation of quality assurance standards for incoming and outgoing optical products; leading research and implementation of retail merchandising strategies and product trends; monitoring resource needs in multiple clinical areas and specializations to ensure alignment among assignment, utilization, and financial performance; supporting the development of cash control policies and recommending opportunities to decrease costs and improve service; leading the development, monitoring, and control of the departmental budget; leading the development and implementation of retail sales strategies targeted to the membership served in order to meet revenue growth, service targets, and improve resource utilization; leading research efforts on major optical competitors, local marketing, and product trends to determine marketing plans to address member questions or concerns; and coaching others on selling products and services.
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.
- Conducts budgeting and financial planning by: ensuring accountability that local financial revenue and expense targets are met within team or department and taking corrective action if off-course; leading implementation of policies, procedures, and monitors that achieve accountability for cash control, product inventory, and service equipment; managing, identifying, and recommending the financial performance of optometry and/or the optical stores in an assigned area; and establishing a cost-conscious culture.
- Ensures standardized care delivery by: leading large and/or complex works streams and evaluating performance to implement strategic initiatives; developing strategic partnerships and collaborating with physicians/providers and subject matter experts and service area leaders; utilizing data for leading the development and implementation of plans, policies, and processes for data analysis while ensuring guideline and regulation alignment; aligning highly complex patient care management solutions across departments; leading highly complex multidisciplinary clinical team(s) and holding team(s) accountable for performance; ensuring the implementation of emergency preparedness programs and assuring the departments emergency preparedness 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 performance on daily operations and new initiatives to meet business line objectives.
- Manages to support patient care by: negotiating timelines for action item implementation and monitoring compliance to financial commitments; analyzing standardized and ad hoc data reporting to meet specific business objectives, developing and implementing workflows and strategies and assuming accountability to achieve multiple teams department performance targets; developing and guiding short- and long-term operational initiatives and managing program, services, and/or systems; assuming accountability for human resource management related to selection, recruitment, performance measurement and evaluation, orientation, education, disciplinary procedures, and training and development, ensuring training needs are being met; responding to and addressing union requests for information or moderately complex grievances and escalating and/or resolving as needed and establishing relationships with labor management partnerships (LMPs) and labor relations; leading continuous survey 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 leading in the development, monitoring and control of departmental payroll and non-payroll budget and other aspects of financial management and cost control/reduction, and identifying and developing plans to mitigate budget variances.
- Ensures member service and quality by: ensuring member satisfaction by overseeing the provision of a high level of quality of patient service and care; ensuring consistent measurement of member satisfaction with clinical and/or optical services, and utilizing the resulting feedback to drive improvements within the organization; overseeing the maintenance of the quality of care provided to members through an ongoing quality assurance program; overseeing implementation of quality assurance for clinical and/or retail departments; and determining root causes for and leading teams in the resolution of member complaints, concerns, and requests for information, including service recovery and refunds if applicable.
- Manages improvements to 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; applying a structured approach for identifying root causes and implementing solutions to improve the performance of operations system processes in response to moderately complex barriers and/or issues; and ensuring performance metrics used to monitor the success of strategic improvement projects are tied to strategic, long-term department and organizational initiatives.
Minimum Qualifications:
- Minimum four (4) years of experience in a leadership role with or without direct reports.
- Minimum three (3) years of customer service experience.
- Bachelors degree in a business, nursing, health care, or a related field AND minimum five (5) years of experience in business operations, clinical health care, or a directly related field OR Minimum eight (8) years of experience in business operations, clinical health care, or a directly related field.
- Basic Life Support required at hire
Additional Requirements:
- Knowledge, Skills, and Abilities (KSAs): Compliance Management; Employee Training; Sales Operations; Medical Terminology; Health Care Quality Standards; Business Acumen; Change Management; Business Process Improvement; Written Communication; Confidentiality; Health Care Compliance; Maintain Files and Records; Financial Analysis; Employee/Labor Relations; Onboarding; Position Requirements; Recruitment and Hiring; Talent Management Strategy; Workforce Planning; Conflict Resolution; Interpersonal Skills; Stakeholder Management; Marketing; Service Focus; Computer Literacy; Member Service; Presentation Skills; Clinical Quality Expertise; Health Care Operations; Corporate Partnerships; Legal And Regulatory Requirements
Preferred Qualifications:
- Opticianry Basic Certification from the American Board of Opticianry, in location where applicable.
- Ophthalmic Assistant Certification (COA), Certified Ophthalmic Medical Technologist (COMT), OR Certified Ophthalmic Technician, (COT) from the American Board of Opticianry, in location where applicable.