Manager- Ambulatory Emergency Medicine

About the role

Responsible for the management of multiple Ambulatory Business Operations offices in a geographic region, ensuring optimal functioning in customer service excellence, operational quality, and efficiency. Areas of focus include service excellence, reception environment, registration, scheduling, insurance verification and referral authorization, payment collection, daily cash management, data-driven management, and computer and telephone systems.

This position supports sites in Dearborn, Gross Pointe, Sterling Heights, and Plymouth.

Responsibilities

• Exercises overall leadership and administration of clinics’ non-clinical operations for multiple locations in a geographic region.
• Monitors Ambulatory Business Operations Supervisors; supports them in human resource management, liaison roles with internal customers, and data analysis.
• Handles all aspects of performance management, including performance evaluations, corrective action documentation, staff growth and development, and completion of mandatory training.
• Serves as liaison to Service Line Directors and Site Directors to exchange information, share goals, and solve problems.
• Ensures Ambulatory Business Operations meets Service Level Agreements.
• Interviews applicants and on-boards new hires.
• Monitors Press Ganey scores for patient satisfaction and manages accordingly.
• Reinforces training to increase First Time Registration Quality for accurate and complete registration.
• Actively involved in daily problem-solving, workload balancing, resolving workflow obstacles, and interacting with dissatisfied patients.
• Analyzes performance data, reviews with staff, and creates performance improvement plans as needed.
• Uses data-driven management to optimize department functioning and reports performance to local leadership.
• Reports to the Director of Business Operations and cultivates strong relationships with Clinic Leadership, Service Line Directors, and Site Directors.
• Works with Director and Supervisors to implement system initiatives and improve business processes.
• Assists in developing departmental budgets.
• Attends meetings and participates on committees as needed.
• Develops implementation steps and procedures for policies and manages their rollout.
• Compiles data for and prepares regularly scheduled or special reports, analyses, and statements.
• Oversees telephone and computer functionality, provides hands-on technical support, staff training, and serves as key contact for IT to resolve issues.
• Maintains professional growth and development.
• Performs other related duties as assigned or requested.

Requirements

• Bachelor’s degree in Healthcare Administration, Business, or a related field, OR eight (8) years of front desk registration leadership experience.
• Two (2) years of supervisory experience or coordinating the work of others.
• Proficient in all aspects of World Class Service Excellence: Chief First Impression Officer, AIDET, Service Recovery (HEART).
• Proficient in Epic EHR or equivalent electronic health record (EHR) systems.
• Demonstrated ability to work with detailed information.
• Ability to work effectively with populations of diverse backgrounds and ages.
• Dependable and punctual with strong organizational skills and the ability to multi-task.

Shift: Rotating