Medical Center Manager

“Sanitas is a global healthcare organization expanding across United States. Our services include primary care, urgent care, nutrition, lab, diagnostic, health care education and resources for our patients. We strive to attract professionals who believe in our mission, vision and are dedicated to the service of our patients and their families creating a memorable experience through compassion, respect, and kindness.”

Job Summary

The Office Manager will be in charge of the successful management and operation of medical practices to include all specialty disciplines and clinic sites. Provides all medical specialists with resources necessary to meet the needs of patients and meet the financial objectives of the practice and group. Management and Leadership skills are essential to the success of this position. The main focus of the Manager is to support a team of highly qualified and dedicated staff to provide quality medicine while creating and maintaining the “Sanitas Culture” for patient care.

Essential Job Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Patient Experience - Achieve NPS (Net Promoter Score) goal. Physical presence in the waiting room during operating hours. Informing patients of any delays beyond appointment time. Makes sure that patients leave informed of all their next steps and care treatment. Talks to patients randomly to ask about their experience and identifies promoters for Google reviews. 

• Deescalate potential patient complaints – those patients that seem inpatient and/or had a bad experience.

• Reduces the complaints ratio (per 500 visits). Address the complaints. Identifies causes to avoid future similar complaints.

• Increases Social Media reviews.

• Scheduling - Ensures appointment availability per provider and per center meets established goals. Reviews and coordinates action plan with providers and/or medical director/lead to resolve any challenges with appointment availability.

• Pre-Visit - Leads daily Huddles with clinical and operational staff. Ensures clinical and administrative Pre-Visit Planning Completion.

• Visit - Ensure PCP Visits satisfaction. PCP Cycle time: Total time a patient spends in the medical center from check-in until check-out for PCP visits. Optimize utilization of the providers. Achieves Access Metrics goals. Reduces No-Show rate. Monitors that operational processes like check in and check out are followed according to established workflows and requests training for staff if necessary. Reduces patient's cancellations. Ensures referrals and HIM processes are followed according to established workflows.

• Urgent Care - Ensures patient satisfaction and operational excellence during UC Visits.

• Laboratory - Ensures patient satisfaction and operational excellence during LAB Visits.

• Diagnosing Imaging - Ensures patient satisfaction and daily operational excellence during DI Visits and with DI techs. Ensure the best use of the Installed Capacity and its utilization in the DI Service. Coordinates with the DI transversal lead the plan to improve LAB service results and performance. Ensure patient navigation between medical centers, Keralty Hospital and Preferred DI Centers Network. Ensures goals accomplishment at the regional level. Structure action plan between OM & Regional to achieve defined KPI goals set forth by DI leadership. Management of eCW schedules by OM. Management of day-to-day tech schedules, payroll and PTO requests. Collaboration with DI leadership & OM for HR dept. needs & budgets based on reported volume and growth.

• Telephone Encounters - Assures Telephone Encounters buckets are addressed daily within 24 hours.

• Human Resources - Ensures required staffing for Clinical Ops positions are met based on budget needs. Monitors and approves OT only as necessary vs budget. Identifies and Recognizes employee of the month based on patient experience, patient feedback, staff feedback and performance. Strives and promotes Teamwork. Assures dress code company policy is followed according to guidelines - orders uniforms for staff. Promotes a healthy work environment with open lines of communication. 

• Facilities Maintenance - Ensures facility cleaning and Order. Address equipment issues. Coordinates with Facilities department preventive tasks for the infrastructure.

• Reports - Generates and analyzes the reports to guarantee patient and staff satisfaction.

• New Products and Services - Supports new products and services implementation at Medical Center.

• Administrative - Packing Slips. Ensures inventories for Office & Medical Supplies. Develop specialist Timesheets. Perform Inventory Management. Report System issues to IT in a timely manner.

• Growth – Encourage growth.

• Emergency Preparedness - Activates the emergency plan in the medical center.

• Safety - Ensure that the employees are trained and informed about the company safety policy. Enforce safe work practices and procedures. Encourage employees to identify and report unsafe or unhealthy workplace conditions or hazards. Take the proper actions to correct or prevent the unsafe or unhealthful conditions present in the workplace. Ensure the proper conditions of the safety emergency/rapid response equipment. Perform safety walkthroughs of the facility to identify possible unsafe or unhealthy conditions. Verify that the employee's performance meets the safety expectations. Ensure all the patients feel in a safe and healthy environment.

Supervisory Responsibilities

Monitors how center staff are servicing patients. Responsible and accountable for all facets of facility performance and oversight of all facility-level teammates. Reports to Regional Ops the staff that are not engaged with service standards/expectations and creates an action plan to put in place. Keeps staff up to date with policies and regulations. Requests training as needed. Monitors that CCAs are calling and welcoming patients from the waiting area properly. Leads daily Huddles with clinical and operational staff. Ensures required staffing for Clinical Ops positions are met based on budget needs. Creates Staff schedules: shifts (monthly) PTO/Coverage while maintaining patient satisfaction and operational excellence. Ensure that the employees are trained and informed about the company safety policy.

Required Education

• Bachelor's degree.

Required Experience

• Minimum 5 years supervisory experience.

Required Licenses and Certifications

• N/A

Required Knowledge, Skills, and Abilities

• Computer knowledge required (Word, Excel, Internet).

• Customer Service skills and training.

• HIPAA testing required.

• Responsible for compliance with on-call rotation.

• Knowledge and skills with the payroll system.

• Any combination of education, training, and experience which demonstrates the ability to perform the duties and responsibilities as described including related work experience.

Preferred Qualifications

• Previous experience in healthcare preferred.

Financial Responsibilities

Budget Responsibilities

Languages

Travel

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

While performing the duties of this job the employee is regularly required to work standing up, walk, use hands to operate tools and equipment and must be able to exert regularly up to 10 pounds of force, frequently exert 30 pounds of force and occasionally exert 50 pounds of force to constantly perform the essential job functions. The employee will be frequently required to reach with hands and arms, bend, balance, kneel, crouch, crawl, push, and pull. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

Environmental Conditions

Inside: The employee is subject to environmental conditions, protection from weather conditions but not necessarily from temperature changes. The worker is subject to noise; there may be sufficient noise to cause the worker to shout in order to be heard above ambient noise level.

Physical/Environmental Activities

Please indicate with an X the frequency for the activities that apply to the essential functions of the job based on the chart below. Please select Not Required for physical demands that aren’t essential to job performance.

We are an Equal Opportunity/Protected Veteran/Disabled Employer committed to creating a diverse, inclusive, and equitable culture for our employees and communities.