The Operations Manager provides coordination and management of Financial Clearance team to maximize quality of service. This includes organizing, planning and monitoring work processes for, pre-registration, pre-authorization and financial clearance. Position will be responsible for leading the team to deliver excellent customer service and to continually improve the quality, efficiency and effectiveness of the Patient Service Center.
Responsibilities and Duties
- Serve as the primary resource for internal and external department interaction relating to new/existing clients during the implementation phase.
- Provide on-site client education (end user) including but not limited to financial clearance staff.
- Partner with sales, providing expertise and support to achieve and ensure program growth
- Assess work flow and opportunities for strengthening client partnership. Build and Manage Customer Relationships, including identifying additional service offerings as well as ensuring customer satisfaction and responsiveness.
- Leadership and direction of call center staff to include, recruiting, counseling and training
- Call Center process improvement
- Internal staff development including on-going education and competency evaluation.
- Evaluate facility compliance to clinical policy, procedure and care.
- Responsible for reviewing three-month and annual evaluation of team members and any follow-up or corrective actions needed.
- Assists in the implementation of and monitor compliance with policies, procedures, and standards of practice consistent with corporate and external regulatory guidelines.
- Assist in the development, implementation, and monitoring of an accurate and effective documentations system.
- Knowledge of current clinical trends, insurance plans, budgeting and contract deliverables.
- Develop, maintain and periodically update written policies and procedures as necessary in collaboration with facility directors.
- Monitor all pertinent websites for change in regulations that affect all clinical aspects of nursing and communicate to Director of Operations. Assist with interpretation of regulatory changes and disseminate information to staff.
- Develop and implement Best Practice Protocols in collaboration with leaders.
- Maintain a reference library of written materials to assist with training new staff as identified through inspections/audits.
- Provide hands on Management of shift coverage and case reviews when workload requires intervention.
- Other duties, including special projects, as defined
