Hospital for Special Surgery Looking for Manager – Business Operations at New York City, NY Full Time

Position Summary: 

The Manager – Business Operations offers an extraordinary opportunity to be an integral leader of this world class, groundbreaking institution, working collaboratively with physicians and their staff to ensure strategic initiatives are met through optimal physician practice performance. This is a critical role overseeing day-to-day operations of the physician practices and maintaining connectivity and alignment to overall Service Line goals. 

The Service Lines Department is focused on strategic and operational support of the medical staff and their offices of these Services, collaboratively defining strategy, and executing operational initiatives to support strategic goals. To that end, the Business Operations Manager is responsible for managing daily physician practice processes which enable success of the strategic and operational goals of the Service.  

The Manager – Business Operations reports to the Director within the relevant service line and will have direct supervisory responsibilities of office managers within relevant service line and indirect supervisory responsibility of all physician office staff. 

Administration:  

• Organize and plan all Service Line committee meetings at the direction of the Chief Administrator and/or Director, maintaining minutes and communicating follow ups and next steps  
• Develop agendas, plan, and lead Service Line Office Manager meetings with Director 
• Assist with oversight of academic calendar, physician call schedules, and events 
• Ensure appropriate coordination of resident, fellow, and attending time/schedules 
• Function as a liaison between the service, hospital administration and other hospital departments 
• Monitor daily departmental operations ensuring excellence in care and thorough compliance with hospital policies, procedures and practice standards   
• Assist Physician offices with service recovery and patient experience escalation when required 
• Assist departmental leadership in the preparation of presentations as needed 
• Complete other administrative tasks and projects as needed 
• Partner with Departmental leadership with the preparation and analysis of performance metrics, budgetary and service reports 

Physician Office Management:  

• Build and maintain all recurring outpatient scheduling templates and physician practice schedules.  
• Responsible for management of Kronos timekeeping for physician offices. 
• Perform practice, physician productivity, template utilization, and quality assessments to identify opportunities for improvement, using data and stakeholder feedback to inform opportunity identification. Partner with Service Line Director to design and execute process or performance improvement plans to realize opportunities. 
• Proactively monitor office compliance with ambulatory surgery length of stay initiative scheduling, copay collection rates, physician office phone answer rates  
• Responsible for hiring, training, retention, and performance management of physician office staff 
• Coach Office Managers within service to take on more managerial responsibilities 
• Oversee daily operations and critical business functions for physician offices 
• Checks-in on offices weekly and ensures follow through of takeaways 
• Assist with new hire interviewing and onboarding activities  
• Ensure physician office staff are onboarded to Service Line specific workflows and ensure ongoing compliance with policies/procedures/workflows 
• Provide Manager overseeing floaters with feedback on all floaters in assigned practices utilizing the floater assessment form 
• Perform probationary and annual performance evaluations for all office staff in partnership with Director, create and monitor performance development plans when necessary 
• Collaborate with Educational trainer to ensure educational programs and in-services for staff competencies are maintained 
• Backup management of float employees and temp staffing (when needed) 

Marketing and Public Relations: 

• Partner with colleagues in marketing department as directed by service leadership on activities related to marketing, media, and advertising initiatives, including: media opportunities, website development, and developing printed materials 

Qualifications

Education: 

• Promote and assist with development of educational programs for patients  
• Ensure service meets goals relating to training and education 
• Ensure management of academic calendar / conference schedule for service 
• Function as a liaison between the service and HSS Education Department 
• Development and distribution of communication materials 

Requirements: 

• Bachelor degree required 
• Master Degree preferred 
• 4+ years’ progressive experience in a hospital setting; advanced healthcare degree may be considered in lieu of experience requirements (e.g. MPH, MHA, MBA, etc.) 
• Experience managing direct reports 
• Superior oral, written and non-verbal communication skills; ability to forge and maintain strong professional relationships  
• Advanced proficiency with MS Office, including: Word, Excel, Outlook, Project, Visio and PowerPoint 
• Ability to prioritize and handle multiple tasks simultaneously, often under a deadline in a fast-paced environment 
• Self-motivated, detail-oriented and pragmatic; a team player who is analytical and solution-focused 
• Ability to prioritize issues, resolve conflicts and communicate with all levels of the organization 
• Must possess ability to learn new software tools & systems as required on the job 

Other Requirements

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