Mgr, Operations Lakeland Care Network

About the Role

Lakeland Care Network is seeking an accomplished Manager of Operations to oversee our high-volume Call Center and our Accredited Continuing Medical Education program. This dynamic leadership role will collaborate closely with Quality and Credentialing teams, providing direct supervision to a staff of approximately 30. We’re seeking a results-driven leader with proven experience in cross-functional teamwork, problem-solving, and stakeholder engagement. Familiarity with computer software and program development is highly valued.

Responsible for the activities of team members within practices and oversees the delivery of optimal patient flow and patient satisfaction in collaboration with dyad partners. Trains team members and serves as a liaison between providers, team members, and director in daily operations. Manages multiple sites and specialty programs.

Responsibilities

• Accountable, in collaboration with dyad partners, for the delivery of quality services through consistent application of policies, procedures, protocols, and standards, and through support for an educational plan to meet team needs and ensure compliance.
• Identifies policies, procedures, and standard work needed for site/service and participates in writing, reviewing, and revising them.
• Creates an environment that promotes patient satisfaction, ensuring patients, families, visitors, customers, and employees are treated with kindness and respect.
• Demonstrates teamwork and integrity in all work-related activities, ensuring work supports Corewell Health's mission.
• Monitors patient satisfaction data and meets established targets, ensuring team members deliver an exceptional experience and respond to concerns effectively.
• Develops action plans to improve patient satisfaction.
• Assists in the development and management of operational and capital budgets in collaboration with dyad and director leadership.
• Oversees and manages labor and expenses within the practice.
• Collaborates or assumes primary accountability for interviewing, recruitment, hiring, retention, performance monitoring, counseling, corrective action, and terminating staff, consulting with Human Resources and providers as needed.
• Oversees time and attendance records and prepares/reports payroll for the team.
• Responsible for employee engagement and satisfaction, fostering a culture of excellence and engagement within the practice.
• Creates and maintains a work environment conducive to effective communication, collaboration, team building, and professionalism.
• Develops, initiates, and monitors change within the office, holding regular team meetings and ensuring timely communication with team members, providers, and leadership.
• Oversees and participates in initiatives as defined by the organization, ensuring processes and services are continuously monitored for quality, cost, effectiveness, and efficiency.
• Makes and implements recommendations to improve operations and implement new services.
• Ensures services are provided in accordance with state and federal regulations, organizational policy, and accreditation/compliance requirements.
• Oversees and mentors the leadership team, supporting operations of multiple sites, specialties, and programs (typically 3 or more).
• Supports dyad leadership with value, cost, quality, and provider/patient satisfaction, reviewing and monitoring operational reporting tools and creating action plans for identified opportunities.

Requirements

• Bachelor's Degree or equivalent in business, management, health care administration, or a related area (Required).
• Master's Degree or equivalent in business, management, health care administration, or a related area (Preferred).
• 5 years of relevant experience in health care, medical practice, or related work (Required).
• 3 years of relevant experience in a leadership role and/or leading complex projects and initiatives (Required).
• Proven track record of achieving financial targets and demonstrated ability to think strategically with a thorough understanding of strategic development (Required).
• Experience with Electronic Medical Records and other medical practice systems (Preferred).

Physical Demands

• Lifting: Seldom up to 10 lbs (from pallet to waist, waist to waist, waist to chest, waist to overhead).
• Carrying: Seldom up to 10 lbs (bilateral and unilateral).
• Pushing/Pulling Force: Seldom up to 10 lbs.
• Postures: Frequently sitting; occasionally standing and walking; seldom forward bend (standing or sitting), trunk rotation (standing or sitting), or reach above shoulder.
• Handling: Occasionally; seldom forceful grip (>5 lbs) or pinch (>2 lbs).
• Finger/Hand Dexterity: Frequently.

Benefits

• Comprehensive benefits package to meet financial, health, and work/life balance goals.
• On-demand pay program powered by Payactiv.
• Discounts directory with deals on restaurants, phone plans, spas, and more.
• Optional identity theft protection, home, and auto insurance.
• Traditional and Roth retirement options with service contribution and match savings.

Schedule

Full-time, Monday through Friday, 8:00 a.m. - 4:00 p.m. (40 hours per week).