Operations Manager

US-TX-Austin
Job ID
2017-1079
Category
Sales
Type
Regular Full-Time
Travel
50%

Company Overview

Frontera Strategies is the leading Provider of In-Office Diagnostic Testing. Frontera provides physicians with a complete range of mobile diagnostic services to help accurately diagnose disease or identify a preventive course of action. Frontera brings the diagnostic expertise of heart, lung, vascular and neurological specialists into physicians’ offices. Making it easy for doctors and their patients, we use the latest equipment, clinical expertise and processes to help make patients healthy and physicians’ practices healthier.

Position Overview

The Operations manager (OM) is responsible for field operations excellence in assigned market by driving operational processes, maximizing utilization and market profitability, meeting and exceeding client demands and optimizing the return on investment (profit). This position requires an advanced understanding of The Frontera Way organizational structure and management toolbox, the company’s service lines and daily field operations relative to all the clinical positions. The OM is responsible for achieving an assigned utilization, NS/CX and market gross profit goal.

 

· Vision & Expectations are clear · Measurements in place · Roles defined · Discipline & Accountability visible

Responsibilities

LEAD, MANAGE, ACCOUNTABILITY (LMA) (ON the Business)

  •  The Five Leadership and Management Practices are on track.

LEADERSHIP:

  • Providing clear direction (Vision is clear and all can share the eight questions on the V/TO); Giving the necessary resources, training & attention; Able to delegate by having the right people in the right seat; Acts with the greater good in mind and effectively leverages clarity breaks to focus on the business to create clarity to the team.

MANAGEMENT:

  • Is setting clear expectations and communicating well by having the right meeting pulses. Hold Quarterly Conversations as necessary and recognize staff and reward staff often.
  • Responsible for leading change, influence, strategic thinking and adaptability. Expected to find ways in which the market can be more productive and improve efficiencies and removing obstacles.

TEAM MANAGEMENT/DEVELOPMENT (IN the Business)
STANDARD OPERATING PROCEDURES (SOP):

  • Accountable for following clinical SOPs and driving operational processes and performance metrics within assigned markets including; utilization, GP, NS/CX, 3-day forecasting, confirmation calls (market specific), SDA (Same Day Appointments), CICARE, charge captures, etc.

· STAFFING/ONBOARDING/TRAINING:

  • Follow recruiting and onboarding process (Request Form, Top Grading, Field, and Final Interview). Execute training schedule for all new clinical assigned market.

· FIELD TIME:

  • In the field performing regular quality control & assurance inspections for each team member including maintaining billing compliance, maintaining provider signature process, equipment, workflow and SDA’s (Same Day Appointments).

· MEETINGS:

  • Conduct required team meetings including Daily Huddles, Weekly 1-2-1, Level 10 and monthly market meetings to discuss strategic utilization planning and training while consistently communicating company’s purpose and values. Participate in regular weekly scheduled meetings with DOO to discuss strategic utilization planning and report weekly/monthly-testing performance.

· DEVELOPING STAFF:

  • Coach, mentor and develop people through training, and practice workflow strategies to support clinical excellence and experiences to all clients and patients. Provide the resources necessary to the team for personal development.

· TEAM PERFORMANCE:

  • Manage all staff performance by conducting Quarterly Conversations and Annual Reviews at assigned times. When necessary, provide consistent guidance, direction and disciplinary action quickly to improve performance.

· ADMINISTRATION:

  • Manage monthly payroll, expenses and PTO schedules for all team members on time and accurately.

· SUPPLY MANAGEMENT:

  • Manage all supply orders and medical gases for market within budget guidelines.


· PRACTICE MANAGEMENT & SALES SUPPORT
ANALYTICS/LOGISTICS:

  • Work closely with practices, clinicians, CSC and Sales to identify openings for new and existing practices to optimize the clinician resources.

· SALES SUPPORT
ONBOARDING/ORIENTATIONS:

  • Assist Sales with all new account orientations ensuring that all on-boarding processes and check-list items are complete. Help communicate Frontera’s best practice standards, recommending ancillary opportunities, strategies and service improvements. OM ensures clinicians are following their steps in assisting with all the assigned orientation steps including the clinical orientation presentation and documents. Ensure clinical staff is implementing all onboarding steps for new practices.

EDUCATION:

  • Assist Sales in educating practice staff and providers on ways to improve current service lines utilization, clinical diagnosis and have a general understanding of billing and insurance

BUSINESS DEVELOPMENT:

  • OM and Clinical staff supports Sales in building and maintaining relationships, and generating new business opportunities through referrals.

BUSINESS REVIEWS:

  • Assist Sales with conducting practice Business Reviews. The reviews will include the CarePLAN/CareGAP reports, clinical diagnosis, clarifying and validating customer concerns, and clinical team performance.

PROBLEM SOLVER:

  • Independently troubleshoot issues in the field when they arise and deliver prompt solutions, requesting assistance when needed.

WORKFLOW MANAGEMENT:

  • Team proactively manages changes in client workflow, identify potential crises, and devise contingency plans to achieve proper output.

CRM:

  • Document and utilize company’s CRM and internal database after each visit or encounter with all special instructions and activities including notes, calendar appointments and client communication.

Client/Patient Satisfaction - C.I.C.A.R.E

  • Ensure rapid and quality resolution of customer problems (e.g. people and/or processes). Use Company PED (Performance Enhancing Data) to coordinate and implement a rapid response processes to address critical needs and to provide an exceptional customer experience.
  • Maintain a 9 on a scale of 1-10 with practice and patient satisfactory rating. Ensure company’s reputation is highly admired as a company that consistently provides value to its customers through patient experiences and solutions.

CLINICAL EXCELLENCE-QA/QC

  • Ensure quality assurance/quality control (QA/QC) problems are addressed and solutions implemented.
  • Work with Clinical Operations department on educational information for practice and clinicians.
  • IDTF Compliance including documentation visible on CMET cart, Medicare credentialed where needed.

FLEET and EQUIPMENT MANAGEMENT

  • Quarterly reviews/inspections ensuring all equipment used for testing is in working order, in good condition and clean. This includes assisting in daily problems, maintenance and repairs.

PERFORMANCE PRIORITIES

  • In Field & Administration (LMA, Optimizing Utilization/Profit) 70% (28 hours week)
  • Team Development and Training 30%
  • Clinical Quality Compliance and Improvements 15%
  • Administration: In office & field: Analytics/Logistics 25%
  • (Optimizing Utilization/Profit)
  • Sales/Practice Support (Analytics/Logistics) 30% (12 hours week)

KPIs

  • Utilization · GP · Uncaptured Revenue (No Show/Cancellation)

Qualifications

  • Education: Master’s, Bachelors or Associates Degree. Prefer BS/MS in Exercise Physiology, ARDMS/CCI in Sonography or R.NCS.T/CNCT in Neurology
  • Experience: Three years of recent and related management experience preferred in cardiac, pulmonary, vascular or neurological testing under physician supervision. Satisfactory fulfilling the responsibilities of a Frontera Strategies testing clinicians for two years.
  • Ability to define challenges, analyze problems, develop and implement solutions in a proactive and positive manner with a sense of urgency.
  • Time management and prioritization abilities
  • High attention to detail in fast paced and dynamic environment
  • Ability to manage multiple competing priorities making sound decisions
  • Ability to work accurately under pressure to meet competing deadlines
  • Ability to communicate effectively with customers and employees of organization
  • An understanding of financial data analysis and profit and loss ratios.
  • Available for after hour’s occasional weekends to assist clinicians.
  • Proficient in Microsoft Office
  • Occasional field testing when needed.

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