THE DETAILS
• Spends 80% of their time in patient areas ensuring every patient and client is provided with exceptional experience, leads by example and holds staff accountable to service delivery standards.
• Supports day-to-day execution of the medical model by collaborating with and supporting our clinicians to drive optimal clinical outcomes and case closure.
• Works with clinicians to support staff competency in regards, to all patient care needs.
• Creates a professional and collaborative working environment with full colleague participation that promotes teamwork, quality, exceptional outcomes, and patient safety.
• Manages key operations metrics and holds staff accountable: TAT, NPS, NPER and other metrics as determined by senior leadership.
• Works with leadership to identify gaps and implement changes to ensure optimal patient care.
• Ensures compliance with state regulations, reporting and facility/equipment meets the standards for optimal patient care.
• Works with leadership on all scheduling (including patients, clinicians and staff) to ensure efficient and effective clinical support, optimal turnaround times and exceptional patient experience.
• Drives patient experience metrics by monitoring, analyzing and taking action to resolve issues related to turnaround times. Specifically monitoring center status, wait time communication, white board and service package expectations.
• Coordinates and prepares material for CLT meetings with the goal of improving quality, patient safety, outlier management, and ensures ongoing development to achieve the center’s business plan.
• Maintains and cultivates relationships with Center clients and payers while responding to requests within 24 hours.
• Works with DO and CLT to manage clinical and support staffing levels and proficiencies that will optimize patient satisfaction, workflows, and efficiencies.
• Promotes, cultivates, and exemplifies Orange Book values for all center colleagues.
• Develops colleague success through all aspects of the talent life cycle for center staff including recruiting, hiring, onboarding, orientation, mentoring/development, engagement, retention, performance management and succession planning.
• Drives consistent center communication that will result in optimal patient/customer care, satisfaction and business outcomes.
• Fosters an environment of collaboration, professionalism, patient/colleague safety, quality care, continuous improvement and reward and recognition.
• Accountable for center financial drivers (Employer NPS, NPER, TAT, Total Visits, Net Revenue) and review of key indicator reports in order achieve annual business plan.
• P&L ownership and financial responsibility for center budget and key business metrics.
• Maintains accountability for implementing and consistently maintaining center initiatives and work flows.
• This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties,
responsibilities and activities may change at any time with or without notice.