Director of Operations

Operational Responsibilities

• Establish a weekly visit schedule to offices to review operational strengths and coach on operational weaknesses with the PA and front desk team.
• On average, the AOM will visit each office twice a month.
• Consistently review providers’ schedules and the operational trip wires to identify weaknesses and opportunities for improvement within each individual office and compliance to GEDC protocols.
• Attend PM/AM meetings during visits providing feedback relative to the GEDC standard on these meetings.
• Ensure the PA is communicating with the PSC via appropriate channels any operational issues (i.e. IT/facility tickets, payroll problems) and work directly with the PSC to bridge any gaps.
• Act as a liaison for the providers to the Clinical Directors and Regional Directors relaying any clinical, operational or other issue the providers may have.

Customer Service Responsibilities

• Train PAs on Great Expressions’ customer service principles to help ensure patient flow.
• Perform facility reviews to ensure each office is compliant with all OSHA and healthcare laws and follows the GEDC office standard for appearance.

Financial Responsibilities

• Understand how to read, explain and manage the P&L statements for an office providing specific coaching to the PA to manage variable expenses.
• Ensure the PA is compliant with financial policies including invoice approval and submission, daily deposit of cash, daily processing of credit card batches and monthly submission of deposit back-up to the PSC.

Management and Employee Development Responsibilities

• Hold a monthly regional meeting with all PAs to 1.) deliver updates and general information on Great Expressions’ initiatives, 2.) deliver training on operational processes and procedures and 3.) review of office best practices.
• Aid the PA in providing structure to his/her team’s day to ensure key priorities are addressed, and the team is disciplined in focusing on the Five GEDC Drivers.
• Assist the PA in hiring staff and work with them to see that the teams are continuously becoming more effective.
• Consistently provide performance feedback and coaching feedback, as necessary, to his/her PAs in a timely, documented manner.
• Ensure his/her PAs are selecting and retaining the best talent within the office who work at a high level with great care and respect for our providers, our doctors, our fellow employees and our policies.

Compliance

• Thoroughly inspect the office with the PA during each visit to ensure it is “CEO Visit” ready.
• Specific follow up items will be given and then re-addressed by the AOM.
• Hold PA accountable for 100% spore testing and other OSHA matters.
• Ensure PAs have all staff members complete legally required or internally mandated training for OSHA, HIPAA, emergencies and other areas.