MANAGER OF OPERATIONS, COMMUNITY HEALTH CENTER

Department: Ambulatory & Community Health Network
Location: Austin Health Center, 4800 W Chicago Ave, Chicago, IL 60651

About the Role

The Manager of Operations, Community Health Center works closely and directly with the Physician Leader to plan, direct, organize, and control activities within Cook County Health (CCH) community health center and/or for service line. This role oversees all aspects of center operations and provision of patient care services, including management of clinical, administrative, and interdisciplinary staff, patient access and flow, resource allocation, and quality service delivery for the assigned area. The position is accountable for staff management, financial performance, labor productivity, adherence to patient access and practice standards, quality improvement, and regulatory compliance.

This position is exempt from Career Service under the CCH Personnel Rules and requires 24-hour administrative management accountability and day-to-day management of multi-provider group(s) practices or service line.

Schedule

• Monday, Wednesday, Friday: 8 AM – 4 PM
• Tuesday, Thursday: 9 AM – 5 PM

Responsibilities

• Manages and oversees all aspects of center operations and provision of patient care services, including staff management, financial performance, labor productivity, adherence to patient access and practice standards, quality improvement, and regulatory compliance.
• Reviews routine and ad-hoc reports on practice volumes, cycle time, provider productivity, and fiscal year statistics; shares information with staff.
• Maintains and approves provider templates to meet system goals; discusses variances with lead provider and develops action plans as required.
• Ensures all practice provider and ancillary encounters are billed within the established timeframe.
• Manages the center’s operating and capital budget, monitors personnel and general expenses, and responds to variances.
• Ensures staff fully utilize IT systems and stay updated on CCH registration and insurance plan requirements.
• Prepares and posts schedules in a timely manner to ensure adequate staffing coverage.
• Monitors vacancy and turnover rates; develops action plans to meet daily staffing requirements.
• Recommends adjustments to the ongoing staffing model based on the care needs of the population.
• Audits staff productivity and establishes benchmarks for performance; addresses performance deficits with individualized staff improvement plans.
• Maintains attendance and tardiness records; prepares and administers discipline for policy abuse and non-adherence to clinical practice standards.
• Conducts monthly meetings with staff to discuss system-generated information, reports, and other pertinent details; maintains records of meetings.
• Ensures staff meets PCMH and clinical practice requirements, including patient access, daily huddles, patient screening, pre-visit planning, reminder calls, and follow-up calls to increase show rates.
• Oversees and maintains timekeeping for staff and manages acceptable levels of overtime.
• Handles patient complaints, initiates recovery, documents and tracks patient concerns, and conducts patient interviews and follow-up.
• Responds to EMERS reports in an acceptable timeframe.
• Monitors Press-Ganey data regularly; reviews and disseminates to staff with plans to improve patient experience.
• Engages patients to collect feedback and address concerns related to patient experience.
• Tracks patient activity daily through dashboards, identifying trends.
• Orders medical consumables, office supplies, and printed forms according to established procedures.
• Maintains inventory of office and clinical supplies; ensures appropriate storage in accordance with safety and regulatory requirements.
• Submits invoices for payment to vendors for supplies, services, and equipment received.
• Implements evidence-based standards of clinical practice to support PCMH concepts, population health, quality improvement, and the Triple AIM (excellent quality and service, efficiency, and improving population health while reducing per capita cost of care).
• Tracks clinical performance indicators and develops action plans.
• Identifies opportunities for process improvement and initiates efforts to increase or exceed established metrics.
• Performs other duties as assigned.

General Administrative Responsibilities

• Reviews applicable Collective Bargaining Agreements and consults with Labor Relations to generate management proposals.
• Participates in collective bargaining negotiations, caucus discussions, and working meetings.
• Documents, recommends, and effectuates discipline at all levels; works closely with labor relations and/or labor counsel to enforce applicable agreements.
• Initiates, authorizes, and completes disciplinary action pursuant to CCH system rules, policies, and collective bargaining agreements.
• Directs and effectuates CCH management policies and practices.
• Accesses and navigates CCH records systems to obtain and review information necessary to execute provisions of applicable collective bargaining agreements.
• Contributes to the management of CCH staff and systemic development and success.
• Discusses and develops CCH system policy and procedure.
• Uses independent judgment to identify operational staffing issues and needs; performs functions such as hiring, transferring, suspending, laying off, recalling, promoting, discharging, assigning, directing, or disciplining employees pursuant to applicable agreements.
• Works with Labor Relations to discern past practice when necessary.

Requirements

• Bachelor’s degree from an accredited college or university is required (proof must be provided at time of interview).
• Three (3) years of experience in a healthcare environment or clinical practice is required.
• One (1) year of supervisory or management experience is required.
• Experience working with budgets is required.
• Proficiency using Microsoft Office (Word, Excel, Outlook) is required.
• Travel to various Cook County Health and CCH work sites is required.
• Ability to work flexible schedules, including evenings and weekends, is required.

Preferred Qualifications

• Previous work experience in a union environment.
• Certification in one or more of the following areas: Certified Medical Manager, Certified Physician Practice Manager, Certified Medical Practice Executive, Certified Medical Office Manager, or Certified Administrator in Physician Practice Management.

Skills and Abilities

• Thorough knowledge of management principles and practices.
• Knowledge of business operations and experience leading project teams.
• Thorough knowledge and understanding of the Health Insurance Portability and Accountability Act (HIPAA).
• Proficiency in Microsoft Office Suite (PowerPoint, Word, Excel, and Outlook).
• Excellent management and leadership skills.
• Excellent verbal and written communication skills.
• Skilled in time management for situations with competing priorities.
• Ability to work independently and manage multiple complex projects simultaneously.
• Ability to function as a role model for clinical excellence.
• Ability to assign, prioritize, review, and evaluate the work of employees, vendors, consultants, and others.
• Ability to calculate budget estimates necessary to evaluate costs.
• Ability to train by presenting concepts and demonstrating tasks.
• Ability to multi-task and meet deadlines in a fast-paced and stressful environment.
• Ability to maintain professional demeanor and composure when challenged.
• Must provide own adequate means of transportation for travel to work assignments throughout Cook County.
• Must be able to work flexible hours, including nights and weekends.

Physical and Environmental Demands

This position functions within a healthcare environment. The incumbent is responsible for adherence to all hospital and department-specific safety requirements, including:

• Compliance with Personal Protective Equipment (PPE) requirements.
• Hand washing and sanitizing practices.
• Compliance with department-specific engineering and work practice controls.
• Adherence to any other work area safety precautions specified by hospital-wide policy and departmental procedures.