The Director of Clinic Operations (DCO) for the Department of Neurology directs the overall operations of the outpatient Department of Neurology clinics, with a focus on the tertiary-care academic clinics based in Westwood including the Subspecialty Clinics, Department of Neurology General Clinics, Resident Continuity Clinics (RCC), and EMG Lab. The overarching operational objectives are to provide high quality neurologic patient care by optimizing physician and staff workflow and satisfaction.
Responsibilities include supervising and delegating, as appropriate, day-to-day operational issues to appropriate managers in the clinics. Director provides overall supervision over all clinic personnel-related issues including, but not limited to, interviewing, hiring, training, and performance evaluation, feedback from staff and faculty, and counseling. Director will provide supervision over work assignments to ensure appropriate staffing coverage and minimal use of overtime. Director will ensure orientation and ongoing education for clinic managers and staff, including check-in, check-out, authorization/referral, administrative staff, nurses, medical assistants, and coordinators. The Director will ensure that physician and patient care complaints brought to the attention of the Department of Neurology are addressed promptly and appropriately.
Our Director of Clinical Operations is responsible for planning, directing, organizing, coordinating, and controlling all administrative functions for the Department of Neurology clinics. This person will work with the Medical Directors and the CAO to develop short and long range plans, to develop systems to track and improve operational efficiency and patient/faculty/staff/referring provider satisfaction, to reduce staff turnover, to document policies and procedures; to develop and manage clinic-related annual budgets, financial reporting of clinics revenue vs. expense to Group Executive Committee (GEC) and Department Administration.
Demonstrated management and leadership experience in planning, organizing, coordinating, directing, and evaluating overall operations of an outpatient clinic.
Ability to manage patient issues to achieve resolution in a timely manner and in a way to maximize physician workflow and patient satisfaction.
Skill in supervising and motivating and diverse workforce to optimize patient interface in a clinic setting, through selection, training, mentoring, work assignment and review, motivation for performance and appraisal, counseling and discipline.
Willingness to embrace principles of continuous quality improvement and teamwork to solve problems identified by staff and faculty and in support of overarching mission of maximal workflow for physicians, overall efficiency, and high quality care.
Willingness to continuously solicit input and feedback from faculty and their staff as well as clinic-based staff and to collaborate with medical director, GEC, and senior management team to achieve goals of efficiency and quality from these other parties' perspectives.
Ability to respond to communications from patients, physicians in person, by telephone and by electronic technology and in writing effectively and appropriately.
Demonstrated working knowledge of clinic billing and revenue cycles to develop, implement and monitor production standards.
Skill in setting priorities that accurately reflect relative importance of job responsibilities.
Ability to manage time effectively with frequent interruptions and distractions.
Ability to understand medical terminology and write concise and grammatically correct medical record notes and messages for others.
RN, MBA, MPH, or comparable existing management position.
Excellent communication and customer service skills to interact tactfully and with sensitivity with general public, clinic personnel, physicians, Neurology senior management, a culturally diverse patient population including patients with neurological impairments to establish and maintain cooperative working relationships.
Working knowledge of Microsoft Word and Excel software and use of the Internet to search for information and to query health benefits eligibility and pre-authorization with speed and accuracy. Ability to learn and design appropriate workflows with electronic health records.
Demonstrated working knowledge of current financial systems to retrieve revenue and expense data sufficient to generate financial reports.
Knowledge and ability to prepare a variety of medical forms including referral forms, insurance claim forms, disability forms, correspondence, etc.
Working knowledge of various types of third party payers practice (PPO, POS, managed care, Medicaid, pre-authorization, pre-certification, workmen's comp etc.) preferred.
Extensive experience in medical back office setting with physicians, nurses and patients.
Location/Region: Westwood, CA