Operations Manager, Central Operations

• Job Type: Officer of Administration
• Regular/Temporary: Regular
• Hours Per Week: 35
• Standard Work Schedule: 9AM-5PM, M-F
• Building: 51 West 51st Street. New York, NY 10019
• Salary Range: 92,000 - 105,000

Position Summary

The ColumbiaDoctors FPO Operations Manager works closely with FPO Operations leadership to provide operational, technical, and analytical guidance in support of designated organizational goals, programs, and projects. This position is responsible for the provision of support for and assessment or ColumbiaDoctors locations, and the management of central service programs, services, and systems.

Responsibilities

Operations

• In coordination with FPO Operations leadership, and with partners on the CMIO, POD, CUIMC IT, and EpicTogether project teams, assure forward movement of the Epic system as it pertains to the execution of practice optimization and new projects/functionality.
• Manage the ColumbiaDoctors master location inventory and report space use analysis to Operations Leadership. This includes providing oversight and direction of routine space use audits and working with Columbia University Real Estate (and the departments as needed) to maintain an up-to-date inventory of all leases.
• Adhere to current space and operational policies and procedures and recommend changes to existing policies or the creation of new policies to the FPO Operations leadership.
• Oversee or contribute to the management of corporate health relationships, onsite corporate health locations, and/or regional corporate partner programs. Collaborate to promote and market services, establish relationships for referrals and access, and identify opportunities for expansion as needed
• Partner with FPO Patient Access and Columbia Emergency Management Operations Team (EMOT) as needed to develop and maintain emergency response and action plans to guide efficient and effective communication with patients, and faculty and staff in the event of a practice-related interruption or closure (e.g. severe weather emergencies, facilities/building shutdowns, building access- or travel-related changes).
• In coordination with FPO Ambulatory Facilities Operations and/or Clinical Practice Management teams, provide guidance and support for ongoing programmatic and operational needs of FPO-run or -managed locations.
• Conduct outpatient practice assessments and time studies as needed, to observe process, patient flow, and provide analysis of results to FPO Operations.
• Coordinate marketing activities for ColumbiaDoctors Midtown including but not limited to attending health fairs, planning events for physicians and staff, and creating and distributing a quarterly newsletter.
• Performs other job duties as required and assigned.

Finance

• Oversee or contribute to the preparation of monthly reporting and charge back schedules for central service support to departments, as needed.
• Provide oversight for Corporate Health practices billing activities including but not limited to monitoring all assigned Epic Work queues, monitoring clinic manager Epic dashboards and evaluating revenue KOIs, oversee the completion and processing of all front-end revenue cycle activities. Troubleshoot escalated billing concerns as needed with revenue cycle stakeholders.

• Manage projects and special assignments to add value and improve ColumbiaDoctors FPO Operations' ability to support and be a resource to faculty practice departments.
• Prepare ad hoc reports and/or presentations for Operations and/or Management to understand operational challenges or issues; present to Operations, Management, and Administration as needed.
• Utilize COGNOS 10 Data Warehouse to run routine reports, and analyze and interpret data.

• Monitors key performance indicators and implements improvement initiatives, as needed. Utilizes a data-driven methodology to monitor progress and client satisfaction. Research, propose, and develop tools to gauge performance, assess performance against benchmarks, and support the formulation of goals to improve performance.
• Develops and maintains a good, productive, and collaborative relationship with departmental and clinical management and representatives.
• Supports strategy for regional growth expansion as needed.
• Implements strategies to support staff in executing FPO's strategic plan to maintain service level standards and an exceptional client experience. Monitors effectiveness and ensures staff is prepared and support mechanisms are in place.
• Implements change management strategies that support organizational goals and process improvement initiatives. Maximize employee adoption and measure effectiveness. Ensure communication of changes is cascaded throughout the unit and feedback channels are in place. Ensures staff support system is in place. Works with the senior management team to address any escalated concerns and identified risks as needed.
• Implements tools and strategies for effective communication including, but not limited to informal and formal presentations for various audiences, feedback channels, senior leadership/stakeholder presentations, vendors, etc.

• Monitors and evaluates overall staff performance and productivity, and completes personnel actions as needed. Assists in the execution of recruitment, succession planning, professional development, and employee engagement.
• Coordinates staff schedules to ensure the appropriate level of coverage for all Corporate Health Projects
• Ensures compliance with Human Resources and departmental policies and procedures including local, state, federal and regulatory standards, as they apply to respective job functions.
• Promotes staff professionalism and performance with coaching, training, and feedback. Mentors staff in individual and team accountability, modeling behavior, and demonstrating best practices/techniques. Demonstrates self-development and keeps current on a variety of ambulatory operations topics.

• Keep current on all organizational, practice, and patient privacy policies (e.g. infection control, HIPAA), goals, initiatives, and required trainings.
• Ensure compliance with regulations for Point of Care Testing
• Maintain a safe and secure work environment by following all OSHA, EH&S, and public safety policies and guidelines.
• Successfully complete all required university, hospital, and department trainings.

Minimum Qualifications

• Bachelor's Degree or combination of education and experience
• A minimum of 4 years of relevant experience.
• An equivalent combination of education and experience may be considered
• Excellent organizational skills, time management, and the ability to set priorities among multiple competing objectives, tasks, and initiatives are required.
• Strong project management skills including planning and executing technical and operational project activities with cross-functional teams.
• Proficiency and/or understanding of data sets; extract, evaluate, clean, and summarize; conduct qualitative and quantitative data analysis and validation as applied to areas of responsibility.
• Candidate must be well organized and be able to manage a demanding workload and moderately complex cases in an accurate and timely.
• Proficiency in problem assessment, resolution, and collaborative problem-solving in complex, and interdisciplinary settings.
• Ability to communicate effectively in both oral and written form. This position requires the ability to interact positively, constructively, and effectively with professional staff, providers, and organizational stakeholders.
• Must be able to create and deliver high-level communication presentations for senior leadership and other organizational stakeholders.
• Ability to lead and mentor team through new and changing situations. Demonstrate a professional and compassionate manner while conveying a positive image of FPO Operations.
• Must demonstrate leadership and relationship management skills, and manage conflicts with tact, sensitivity, and respect.
• Ability to work independently and follow through and handle multiple tasks simultaneously.
• Ability to work collaboratively with a culturally diverse staff and patient/family population demonstrating tact and sensitivity in stressful situations.
• Strong proficiency of Microsoft Office (Word & Excel) or similar software is required and an ability and willingness to learn new systems and programs.
• Must be a motivated individual with a positive mindset and exceptional work ethic.
• Must successfully complete systems training requirements.

Preferred Qualifications

• Master's Degree is preferred.
• Previous EHR experience, specifically Epic, is preferred.
• COGNOS data warehouse experience is preferred.
• Previous experience in healthcare operations and/or an ambulatory practice environment is preferred.
• Project management certification or coursework is a plus.

Competencies

Problem Solving & Decision Making

Level 3 - Intermediate

Productivity & Time Management

Level 3 - Intermediate

Teamwork & Collaboration

Level 3 - Intermediate

Quality, Patient & Workplace Safety

Level 3 - Intermediate

Leadership Competencies

Minimum Proficiency Level

Business Acumen & Vision Driver

Level 1 - Introductory

Performance Management

Level 2 - Basic

Innovation & Organizational Development

Level 1 - Introductory

Equal Opportunity Employer / Disability / Veteran

Columbia University is committed to the hiring of qualified local residents.