Primary Function: This position is responsible for providing operations management for the Departments of Developmental Medicine, Psychiatry, Neuropsychology and Psychology. This entails providing leadership, organization, planning, direction, and coordinated administration to the operational aspects of the assigned departments. This position exists to support the Administrative Director of Behavioral Health and Developmental Medicine and the Division Chiefs. The Operations Manager plays a lead role in operations improvements by functioning as an analyst, facilitator and/or project manager as required; ensures that improvements are made in operational practice to improve the quality of care provided through resources utilization, operational assessments and productivity management; collaborates and communicates with key members of the Practice and Organization as well as outside organizations, maximizes efficiencies through consistent policy application; provides oversight and/or direction to department supervisors; provides input in the development of the operation and capital budget for the department; is responsible for ensuring excellence in customer service in all areas.

Works collaboratively with the Administrative Director in the following areas of responsibility:

• Developing Standards of Practice within Behavioral Health and Development. Assists in establishing standard practices, policies, and operating procedures to ensure a timely, efficient, and positive patient experience.

• Evaluating work processes, time management, and efficiency of staff to maximize productivity and ensure maximum utilization of resources available.
• Assisting departmental leadership to attain performance measurement goals and assist departmental leadership to attain clinical effectiveness targets and strategies annually.

• Project Management as required.

• Participating in the development and administration of the operation and capital budget for the department.

Quality Assurance and Improvement

• Monitor systems, identify opportunities to improve services, write reports, make recommendations, and implement changes to improve quality of care through resource utilization, operational assessments, and productivity management.

• Collect data and information about patient access, prepare reports and analyses, and use published standards to identify progress or adverse trends. Implement changes when needed.

• Act as an intermediary between patients, families, referring community, departments, and staff.

• Keeps and maintains access metrics for each area relative to wait times for patients, templates, next available appointment, etc.

Provide oversight and/or direct supervision to Behavioral Health and Development administrative support staff.

• Participate in the recruitment and training of new associates and assure the development of associates through orientation and training programs and through work experiences.

• Provides necessary training and education to ensure consistency of performance in all administrative areas.

• Define performance expectations for all administrative staff positions through the Performance Management System, including department-specific job descriptions and measurable performance standards.

• Create an environment that encourages and supports self-development and learning for all associates through regular feedback.

• Make recommendations on staffing levels needed to meet the demands of changing patient volumes and relevant data metrics to ensure performance standards are maintained.
• Evaluate work processes, time management, and efficiency of staff to maximize productivity and ensure maximum utilization of resources available.
• Monitor accruals, overtime, and scheduled/unscheduled time off for the preparation and submission of staff and physician payroll in Kronos.
• Process and track accounts payable and reimbursement requests.
• Submit and monitor all office, medical, and non-medical supply and equipment purchases.

Customer Service and Satisfaction; Service Excellence

• Represent and demonstrate a commitment to excellence in Customer Service and Patient Experience within the Department of Pediatrics. Identify opportunities to improve services, make recommendations, and implement actions. Includes participating in organizational service excellence initiatives.

Investigate, document, and respond to customer complaints to identify opportunities to improve operational processes, quality of care, and patient satisfaction.

Monitor/ensure compliance of department personnel, financial, and administrative policies.

Embrace and consistently demonstrate Nemours Core Values. Create and support an environment that fosters teamwork, respect, cooperation, accountability, and trust.

Job Requirements:

Bachelor's degree required

5 plus years of job related experience

Behavioral health experience preferred strongly preferred. Experience with behavioral health payor contracts and insurance knowledge preferred