Practice Operations Supervisor - Cardiology

• Job Type: Officer of Administration
• Regular/Temporary: Regular
• Hours Per Week: 35
• Salary Range: $66,300 to $72,000 Annual

Position Summary

The Practice Operations Supervisor is accountable for the overall supervision and development of assigned Nuclear Cardiology practices, while ensuring the efficiency and stability of the clinical operations in assigned areas, inclusive of quality, access and value. The Practice Operations Supervisor leads the practices in a manner that delivers an exceptional patient experience that contributes to positive health outcomes for patients and a work culture of kindness, inclusion, integrity, accountability, and excellence.

Responsibilities

Practice Operations

• Directly supervises assigned Nuclear Cardiology practice site(s) and operational workflows to meet operational goals in patient volume and access, service, operational efficiency, and physician, staff and patient satisfaction. Provides cross coverage for other practice sites and/or operational workflows as needed.
• Conducts periodic evaluation of workflows, makes recommendations for corrective measures and leads implementation. Measures effectiveness of implementation and adjusts as needed. Ensures that staff is engaged and trained to execute remedy as appropriate.
• Ensures that all diagnostic and therapeutic equipment in the department are maintained in good working order and routine services are completed. Addresses and resolves any equipment issues in a timely manner to ensure minimal interruptions to operations.
• Conducts and documents regular meetings and in service with the staff to communicate and reinforce new and existing practice policies and procedures. In conjunction with the practice management team, reinforces practice policies and procedures to maintain standardization across practices.
• Responsible for template building and provider scheduling changes for sites.
• Functions as an EPIC "Super User" all aspects of front-end components of application to provide guidance to physicians and support staff.
• Builds and maintains ongoing working relationships with staff, management, clinical and physician members of the practice to facilitate positive staff morale and support provider productivity.
• May rotate to other sites/practices as needed. Conduct daily scheduled meetings/huddles with staff to ensure consistent transfer of information, smooth patient flow, and team driven coordination of care and services.
• Other duties as assigned within professional scope of practice/training/education.

Strategy

• Monitors key performance indicators and implements performance improvement initiatives, as needed. Continuously seeks and implements operational improvements. Utilizes electronic medical record dashboards and reports to monitor keep performance indicators of operational, clinical and revenue cycle workflows to ensure a holistic view of the practice operation. Develops practice optimization and improvement strategies and utilizes a data driven methodology to monitor progress.
• Utilizes database of patient activity, resource utilization, and budget variances; and identify trends and patterns for analysis and actions.
• Leads and/or participates in projects and performance improvement activities.
• Direct oversight of all customer satisfaction initiatives, displaying a positive attitude in interactions with staff, patients and family members.
• Sets expectations for patient portal activation rates. Monitors metrics and develops strategies to meet target goals. Monitor staff performance using Dashboards, In Basket management and work queue completions. Develops strategies to improve completions and run reports on productivity.
• Participates as a member of the healthcare team and various interdisciplinary committees to improve patient care and meet patient needs.

People

• Provides direct oversight of staff including recruiting and human resource management. Manages and mentors staff to onboard and train clinical staff. Ensures approved HR strategy is implemented and adhered to. Ensures staff productivity benchmarks and quality measures are achieved. Develops remediation plans as needed.
• Evaluates staff performance and competencies, approaching the performance review process constructively and conducts it in accordance with Human Resources and departmental guidelines and procedures. Offers continuing guidance and assistance to employees on work activities, procedures, competency development and performance-related issues as appropriate. Ensures leadership is kept aware of performance of each employee on an ongoing basis. Addresses any performance related issues promptly.
• Establishes a culture of coaching and mentoring to facilitate continuous professional development and maintain an efficient patient-centered environment ensuring accountability, quality patient care, and patient satisfaction. Identifies and mitigates any roadblocks to performance, evaluate effectiveness of development.
• Under the direction of central HR and Service Corp, ensures compliance with Columbia's, Service Corp and departmental policies and procedures with Human Resources.

Project Management

• Serves as the team leader by contributing to or leading various practice operational projects as directed by Department Administrator and Director of Clinical Operations. Facilitates team building and communication. Works with management to ensure project related tasks and/or issues are resolved.
• Effectively manage project tasks and milestones by using tracking/reporting tools. Assists with monthly and ad-hoc practice reports and dashboard.

Compliance

• Oversees and documents the implementation and compliance with institutional policies, procedures, programs, protocols, and systems to provide an efficient and accurate patient encounter which improves the medical office's effectiveness and the quality of patient outcomes. Ensures compliance with all regulatory agencies, departmental and organization policies and procedures for all staff.
• Keeps current on all organizational, regulatory compliance and patient privacy trainings policies (e.g. infection control, public safety, EH&S, HIPAA, OSHA, etc.) and successfully complete all required trainings.
• Ensures compliance for a safe and secure work environment at all sites by following all OSHA, EH&S and public safety policies and guidelines.
• Maintain patient privacy and confidentiality according to HIPAA requirements at all times.

Other related duties as assigned.

Minimum Qualifications

• Bachelor's degree or equivalent in education or experience, plus three years of related experience required.

Preferred Qualifications

• Knowledge of billing and scheduling systems.
• Prior EMR experience.

Other Requirements

• Excellent organizational skills, time management and the ability to set priorities among multiple competing objectives, tasks and initiatives is required.
• Strong project management skills including planning and executing technical and operational project activities with cross-functional teams.
• Demonstrated strong proficiency and/or understanding of data sets; extract, evaluate, clean, and summarize; conduct qualitative and quantitative data analysis and validation as applicable 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.
• Demonstrated strong proficiency in problem assessment, and 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 the practice.
• 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.
• Successful completion of applicable compliance and systems training requirements.

Equal Opportunity Employer / Disability / Veteran

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