Manager Operations Outpt Ctrs

Job Summary

The Manager Operations Outpatient Centers oversees day-to-day departmental operations for two or more outpatient center locations across three counties.  Ensures high-quality service delivery, and a positive experience for patients, providers, staff, contractors, and other customers. Partners closely with operational and clinical leaders to implement center and system-wide initiatives that support optimal patient care and align with the organization's Mission, Vision, and Values. Responsible for maintaining the physical environment, safety, accreditation and regulatory standards, construction projects, and emergency preparedness to ensure ongoing operational readiness. Manages the financial performance of assigned cost centers, with accountability for budget oversight, fiscal efficiency, and productivity. Supports strategic growth initiatives, program enhancements, service expansions, and process improvements, while collaborating across departments to advance systems, culture, policies, and operational goals in support of the NCHS mission and strategic plan.

Job Specific Duties

• Ensures efficient day-to-day operations across two or more outpatient locations.
• Implements standard business and financial practices that promote enhanced customer service and the delivery of quality patient care.
• Develop and manage business processes and workflows in collaboration with leaders for new and existing services including cost center creation for their assigned outpatient centers.
• Serves as strategic partner to Leadership driving consistency, accountability, and continuous improvement across assigned locations.
• Builds strong partnerships with physicians, operational leaders, clinical teams, and support departments to deliver safe, efficient, and patient-centered care across assigned outpatient centers. Aligns people, processes, and resources to improve patient safety, service quality, and the patient/family experience.
• Manages, leads, coaches, counsels, and evaluates employees and contracted staff for their areas of responsibility on their job performance. Ensure employees adhere to all NCHS policies and procedures, including NCHS Values and Guiding Behaviors. Makes appropriate recommendations for corrective action and carries them out. Consults with TM&E as needed.
• Manages landlord relationships for assigned centers to ensure productive collaboration, support, and timely building repairs within landlords scope and contractual obligations.
• Manages contracted security, environmental services, and valet to foster a safe and standardized experience for patients, families, and staff. Annual review of contract with leadership to review performance, contract hours, and opportunities for cost containment.  Ensure contracted staff is onboarded to the assigned centers. Manage contracted staff knowledge and adherence to hospital policies and procedures.
• Oversight and support of hospital support staff while providing services at their assigned center, such as IT, Clinical Engineering, and Plant Operations to support the facility, environment of care, and regulatory requirements according to hospital, state, federal, and accrediting bodies.
• Responsible for compliance of all facility standards and required hospital, state, federal, and accrediting licenses and certifications mandated by Accreditation, Risk Management, Safety, Infection Control, and external agencies for their assigned centers. Manages the renewals of local and state required permits, certificates, and licenses.
•  Initiates vendor contracts and maintenance agreements including contract addendums and quality metrics in collaboration with supply chain and legal to ensure validation and execution.
• Leads accreditation and regulatory inspections and mock surveys for the outpatient center (ie\: DNV, AHCA, OSHA, Local Annual Fire Inspections, Elevator Inspections, Annual Biomedical Waste Operating Inspection, and any others as required by state, local, and federal law) for their assigned centers.
• Responsible for the development of the Facility operational budget for two or more Outpatient Centers. Creates, forecasts, develops, and manages capital and operational budgets with input from service lines and leadership approval.
• Manages day-to-day oversight of multi-million-dollar outpatient construction and infrastructure projects, partnering with construction project managers, vendors, contractors, and leadership to ensure efficient implementation and minimal operational disruption. Leads activation for all facility and construction and other identified projects in partnership with key stakeholders.
• Manages and lead emergency management initiatives and incidents for their assigned locations including hurricane preparedness, coordination of required annual drills, and emergency response during a real-time incident.  Stay informed on best practices, county and state information and trainings, including FEMA national incident command systems (NIMS).
• Supports the development and ensures adherence to the center's annual budget.  Participates in financial analysis and planning including monitoring and reporting on monthly budget variances and opportunities to improve performance. Responsible for expense control and efficiencies by adhering to KPI targets.
• Oversees the review, approval and reporting of all expenditures. Reviews and approved financial transactions for their assigned centers. Manages timely requisition approval and processing for their areas.
• Responsible for ensuring environment of care rounding is being conducted, that assigned centers meet all EOC, Life Safety and NFPA guidelines, and that deficiencies are corrected in a timely manner.
• Responsible for collaborating with security to ensure access points are secure, accessible.  Responds to Security events such as panic, burglar, fire emergency calls and other security disruptions 24/7.
• Creates and manages support systems to ensure availability of cost-effective supplies and equipment throughout all locations meeting necessary par levels for daily operations.
• Responsible for all facilities maintenance, repairs, and cleanliness to ensure safety and compliance in collaboration with plant operations or contracted vendors for multiple centers, including support of NCPS areas within the center.
• Performs service recovery efforts at outpatient centers in collaboration with Patient and Guest Relations to address patient complaints and grievances in a timely manner. Investigates and resolves or escalates customer service issues (e.g. complaints) for patients and families.
• Manages staff hiring, position justification, and identification of operations coordinator talent, including employment separation. Tracks employee attendance, productivity, and other performance markers, including Press Ganey satisfaction scores. Provides mentorship, guidance, advice, feedback, and support to direct reports.
• Supports strategic initiatives focused on growth, efficiency, and patient experience for their assigned outpatient centers.
• Review, action plan, and implement key strategic actions for Press Ganey patient satisfaction scores and comments to ensure center meets assigned goal in partnership with Patient & Guest Relations, clinical managers, and leadership.
• Supports physician practice processes by facilitating leases for NCPS non-NCHS physicians, providing guidance on facility processes, adjusting ancillary support services as needed, and collaborating with legal on rent allocations. Ensures non-NCHS physicians meet distribution strategy for organization prior to execution of leases.
• Enhances center’s visibility through involvement by serving as a community outreach ambassador. Collaborates with Marketing in planning, coordinating, and implementing special events.  Reviews and validates promotional materials and signage.
• Continuously evaluates operations and implements process improvements that reduce or eliminate waste and increase efficiency, quality, safety, satisfaction, and cost-effectiveness. Promotes outpatient center cost containment.
• Provides support to OA for emergencies after hours, weekends, and holidays for their assigned centers.

Minimum Job Requirements

• Bachelor's Degree in Business Administration, Healthcare Management, or related field
• 5 years of supervisory in physician practice, healthcare, hospital, operations, or other healthcare work experience

Knowledge, Skills, and Abilities

• Master's degree preferred.
• Fluency Spanish preferred.
• Proficiency with Microsoft Office Products (Outlook, Word & Excel).
• Knowledge of financial systems and business operations to analyze fiscal processes for multiple facilities.
• Ability to develop, forecast, and manage multiple departmental budgets for multiple locations.
• Ability to communicate effectively, verbally and in writing in a clear, concise, and professional manner.
• Able to maintain confidentiality of sensitive information.
• Ability to interpret, adapt, and react calmly under stressful conditions.
• Able to relate cooperatively and constructively with customers, peers, and leadership.
• Able to work in a fast-paced environment, effectively manage, and use resources to successfully meet the competing deadlines of a variety of tasks, problems, and projects.
• Able to effectively supervise, coach, mentor, and develop staff across the network.
• Understanding of management and healthcare operations.