MANAGER BUSINESS OPERATIONS - PHARMACY -

Department

Department: Pharmacy
FTE: 1.00 Full Time
Shift: Days

Position Summary

Manage staff that perform centralized scheduling, video interpretation, outpatient pre-registration, eligibility verification, and co-pay identification prior to a clinic visit, in a call-center environment. Prepare annual departmental budget. Monitor quality of work and respond to trends with reinforcement or process improvement. Serve as an ambassador to all supported entities-both facility and professional faculty. As centralized support areas, the Pre-Registration Center, and UNM Health System Appointment Center carry a broad scope of responsibility not only for direct operations but for collaborative effort and problem-solving with clinic partners within UNM Hospitals; UNM Medical Group Ambulatory Clinics; UNM Cancer Center Services; UNM Sandoval Regional Medical Center; and UNMHSC Departments. Plan, organize, and manage departmental operations in accordance with hospital policy. No patient care assignment.

Customer Relations

Establish and maintain good rapport and effective working relationships with patients, visitors, physicians and Hospitals employees

Customer Service

Ensure quality customer service through training, monitoring and coaching; resolve customer service issues and problems

Quality

• Prepare and administer the annual budgets
• Direct and monitor quality assurance programs
• Update and implement departmental plans, goals and objectives

Standards

• Establish specific standards and objectives for clinical departments
• Ensure implementation of and compliance with standards, objectives and operating policies and procedures

Leadership

• Provide leadership through identification of problems and opportunities for improvement, program planning, implementation, and evaluation

Communication

• Communicate with both computer and non-technical personnel in order to understand user needs and to make these needs known to appropriate system vendors and IT personnel

Committees and Meetings

• Attend technical and administrative meetings
• Participate in committee functions
• Participate in hospital-wide activities and committees within the scope of this position or as directed

Cohort

• Work collaboratively with Department Managers/ Directors

Staff

• Recruit, hire, orient, train, schedule, supervise, evaluate, counsel, coach, discipline and terminate department personnel

Budget

• Maintain fiscal status and reports
• Investigate and resolve variances

Reports

• Prepare reports
• Monitor and respond to trends in registration error rates, Medicare Secondary Payer completion audits, and Call Center Phone Performance (GNAV)

Coordination

• Work closely with UNM Medical Group, UNMCC, UNM Hospitals and UNM Sandoval Regional Medical Center Finance Division departments to coordinate efforts related to Revenue Cycle Improvement

Policies and Procedures

• Review and update policies, procedures and guidelines within scope of position

Resolution

• Ensure timely documentation and resolution of process issues, escalate issues to appropriate decision-making authorities when necessary

Professional Development

• Enhance professional growth and development through attendance at relevant conferences, seminars, workshops, in-services, behavioral health classes, meetings and reading professional journals and online articles

Partner

• Work closely with UNM Medical Group, UNMCC, UNM Hospitals and UNM Sandoval Regional Medical Center Operations/Departments to coordinate efforts related to patient care

Benchmark

• Provide Pharmacy Leadership actionable benchmark data for successful day-to-day and strategic management of department’s personnel, service, quality, finance and growth
• Coordinate department’s projects and all other duties as assigned