Define, implement, and revise operational protocols and guidelines to make improvements of staff and workflow operations
Work in conjunction with all operation department managers for coordination and proper execution of daily workflow
Acts as a liaison between company staff, department managers and executive management
Coordinate with the human resources department to regularly update job descriptions, hire qualified staff for designated modalities and oversee employee training programs
Interview and source qualified job applicants for the specified regions and modality types and maintain proper staffing levels by partnering closely with HR to constantly fill the recruiting pipeline
Orientate applicants and provide training to new employees on the overall job requirements, policies, and work procedures as needed
Coordinate with the human resources department to develop and implement staff evaluations, performance improvement plans and counsel employees on unsatisfactory performance and/or work behavior.
Set staff retention goals, including ongoing staff monitoring and counseling employees at risk of ending their employment in conjunction with regional territory managers
Maintain, review, and approve paid time-off and work schedules with territory managers to assure proper staff coverage
Review daily time record keepings and approve/submit to HR in a timely manner for payroll processing
Oversee and coordinate with department managers and regional teams on All-Stat policies and procedures to maintain and ensure company-wide compliance
Provide support and guidance to staff and territory managers in troubleshooting and resolving any technical, patient, or professional issues
Partner with finance department to review and track company's monthly budget versus actual results to agree on action items.
Manage salaries/wages including any overtime not to exceed budgeting percentage
Assist in oversight of client support services to include but not limited to internal dispatch, order intake, and quality control processes as it pertains to operational workflow.
Management of resource allocation of clinical staff, equipment, and fleet
Meet weekly with Regional VPs to strategize, discuss progress on open projects, and resolve outstanding issues
Provide consistent, professional support, guidance, and motivation to staff and territory managers through phone calls, virtual and in-person meetings
Review Productivity Standards weekly for each clinical staff member and clinical modality departments with Territory Managers for areas of opportunity or improvements and progress reports
Support Regional Territory Managers in training and evaluation of employees on their work performance, develop quarterly goals and monitor tasks and responsibilities
Provide a consistent level of support to CRM personnel by reviewing client inquiry and/or grievances with adequate and timely responses, attending QA meetings, in-service presentations as needed, and client utilization reporting to maximize internal sales and client retention
Address, resolve, and document customer service concerns with follow-up summary to senior management
Meet weekly with CRM team to review progress, productivity, and client utilization reports
Ensure the established productivity standards are met for each of the employees under their supervision
Provide a constant level of coaching to all direct reports, including providing written and oral performance feedback and ensure all merit increase recommendations are submitted at least 30 days before due
Work in conjunction with territory account executives and senior management by monitoring exam turnaround times (TAT) and quality on a consistent basis and make any necessary adjustments for improvement
Proper knowledge and presentation of all service lines and in-servicing of new clients
Present company service lines, company progress, and introduction of new service offerings
Address sensitive work issues and makes recommendations for personnel actions as needed
Performs all other duties as assigned to ensure efficient operations
Work Experience Requirements:
10+ years of experience in an operations role
5+ years of management experience in a fast-paced healthcare environment
Excellent leadership, organizational and communication skills
Superior knowledge of industry regulations and operational guidelines
In-depth knowledge of data analysis software such as MediMatrix, Timeclock Employee, and Samsara GPS Fleet Tracking
Working knowledge of customer relationship management (CRM) packages
Proven knowledge of performance evaluation metrics in a business setting
Outstanding negotiation skills
Possess a high degree of initiative, creativity, and the ability to meet deadlines and work with minimal supervision
Ability to work independently and prioritize tasks efficiently and effectively in a cross-functional team environment
Strong leadership, organizational, time management, and communication skills
Excellent interpersonal, written, and oral communication skills
Demonstrated success innovating solutions to increase productivity and profitability
Must have supreme analytical, problem solving, and people development skills
Strong time management skills and the ability to multitask and prioritize workloads
Working knowledge of Database functions; MS Excel Spreadsheet software and MS Word Processing software
Exercises good judgement and ability to act decisively at the right time
Education Requirements:
Bachelor’s degree required. Master’s degree preferred in healthcare operations.
Graduate of an approved accredited healthcare related program preferred but not required.
Licensure and/or certification in a Radiography or RN field a plus.
EOE
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Seniority level
Director
Employment type
Full-time
Job function
Management and Manufacturing
Industries
Internet Publishing
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