Administrative Manager Intermediate (Troy Campus - Infusion, Oncology, Radiation Oncology, and Perioperative Services)

About the role

The Administrative Manager Intermediate of the Troy Center for Specialty Care reports to the Administrative Director of the Troy Campus of Michigan Medicine, and partners with the Troy Campus Medical Directors and Nurse Supervisors for overall performance and management of the associated departments.

Responsibilities

• Implement the clinical care model, guidelines, and standards of care at the site and department level.
• Identify non-provider staffing complement at the site and department level.
• Review visit and productivity data to identify potential revisions to the staffing model.
• Oversee and regularly analyze clinic workflow optimization, including referral management, scheduling, check-in, staff workflow, staff interface with providers, check-out, and call activity.
• Develop, pilot and monitor innovative care models designed to advance campus strategic priorities, including improved access, sustainable growth, enhanced patient experience, and value-based care.

Department Operations

• Provide supervision and direction to operational, administrative and clinical support staff, and support their professional development.
• Oversee the day-to-day operations of the departments.
• Evaluate staff in collaboration with the triad leadership team.
• Manage hiring, corrective action, disciplinary processes, and termination of staff, as appropriate.
• Evaluate staff in collaboration with the triad leadership team.
• Provide feedback on operational issues involving providers and workflow processes.
• Manage routine clinic operations, including scheduling, billing, referral management, and related activities.
• Provide feedback, supervision, support, and performance evaluations for assigned staff.
• Develop and oversee efforts to recognize and encourage staff excellence.
• Identify opportunities for continuous quality improvement and lead initiatives to enhance performance across all areas of departmental operations.
• Collaborate with Centralized Support Services.
• Collaborate with IT to ensure required support services are available and effective.

Spatial Management

• Maintain and optimize space utilization.
• Identify improvements for ambulatory facilities, including construction or renovation of structures and purchase of major equipment.

Quality and Safety

• Develop and oversee policies to ensure patient satisfaction, including analysis of patient and family feedback and development and implementation of corresponding action plans.
• Address and follow through on patient and family feedback and complaints, including implementation and ongoing evaluation of appropriate process improvements.
• Oversee policies to ensure safety on the campus, including physical structure, staff emergency readiness, and related needs.
• Collaborate with the Medical Director and Nurse Supervisor to review incident reports, track issues, and ensure appropriate follow-up.
• Collaborate with the Medical Director to establish and enforce provider onboarding policies, ensuring adequate resources, including rooms, schedules, staffing, and proper clinic orientation.

Performance and Financial Management

• Establish performance goals within departments.
• Communicate performance metrics regularly to leadership, providers, and staff.
• Monitor operational and financial performance metrics.
• Collaborate with triad leadership to establish the department-level financial plan for the upcoming year.
• Prepare, monitor, and manage billing and other fiscal activities, including monitoring charges and collections, and initiate corrective action where needed.

Qualifications

• Bachelor's degree in Health Care Administration, Public Health, Business or a related business or healthcare field.
• Two to four years supervisory experience, preferably in ambulatory care.
• Demonstrated ability to facilitate teamwork necessary to support day-to-day operations.
• Excellent interpersonal and communication skills.
• Progressively responsible operational leadership experience in a healthcare setting.
• Demonstrated skill in change management.

Desired Qualifications

• Knowledge of the University of Michigan policies and procedures.
• Experience with team building and incorporating Lean principles into daily work.
• Considerable administrative and supervisory experience in an ambulatory health care setting is strongly desired.
• Strong understanding of the local Troy community and regional healthcare landscape, including patient populations, referral patterns, community organizations, and factors influencing access to care.