Operations Manager

Operations Manager, QuadMed

Job:

Location: United Statess

Job Category: Healthcare Administration

Business Unit (brand): QuadMed

Job ID30977

Creating a better way. It’s more than just the philosophy we were founded on. It’s our purpose. For our employees, it means more time with patients. Unrushed visits to build meaningful relationships. And most importantly, an opportunity to empower our patients to achieve their full potential – at work and in life. Determined to make a difference? Join our health care revolution and be a part of something better.

GENERAL PURPOSE OF JOB

This position is responsible for managing both operations and client accounts to ensure superior client and patient satisfaction and operational effectiveness. This individual will be the key integrator between the client, shared services, clinical quality and day-to-day operations. This position requires a flexible work schedule with the need to travel to visit clients, onsite health and wellness centers and direct reports. This is a remote position.

KEY RESPONSIBILITIES

• Serves as main client contact on strategic integration and expansion opportunities, maintaining strategic focus on client satisfaction and value-added strategies and demonstrates the ability to proactively identify client needs related to healthcare trends. Develops strategy and framework to collaboratively engage clients in creating joint solutions aligned to the client life cycle.
• Works closely with clients to promote and retain positive client relationships
• Attracts, retains, develops and manages, Health Center leadership to ensure employee engagement and client satisfaction; along with talent acquisition, employee development, employee relations issues, training, on-boarding, off-boarding, staff communication, and performance management.
• Identifies processes to improve overall performance of health centers and defines innovative measurements of performance standards to integrate corporate strategies.
• With leadership from the Director of Operations, establishes 1-3-5-year key account plans for client
• Ensures partnership between clinical departments within QuadMed Centers
• Completes clinic labor checklist, invoice approval, KIS process and monthly reports
• Accountable for client open issue list, Salesforce and performance guarantees
• Achieves of all established benchmarks on metrics
• Achieves excellent patient satisfaction by ensuring patients have a great experience when they visit the centers. Ensures patient complaints and incidents are addressed and will ensure CQI for any trends.
• Partnering with finance and Director of Operations on annual budgets and legal on annual SOW updates and any contract amendments.
• Leads clinic operations and can execute strategies, budgets and deliverables
• Ensures work environments are adequate and safe.
• Communicates and explains new directives, policies, or procedures to managers; for major changes, meets with entire operations staff to explain changes, answer questions, and maintain morale. Coordinates and communicates across remote sites and shares best practices with peers.
• Client and/or site meetings, including all report outs, RFPs, and overall client-centric business metrics.
• Evaluates all QuadMed programs in relation to overall client scorecard and ensures that each program performs and delivers on expected ROI.
• Promotes, enables, and executes on continuous improvement activity within the organization and is accountable for outcomes.
• Supports and promotes customer service and satisfaction through policy and procedural changes.
• Projects a positive image of the organization to advocates, customers, industry, and community.
• Travel required to visit centers and clients

SCOPE

• All assigned QuadMed clients and centers

JOB REQUIREMENTS

Education:

• Bachelor’s degree in business, Management, Healthcare Administration, Nursing or related field (or experience in lieu of education)
• A clinical degree (LPN, RN, BSN, APP) preferred but not required

Experience:

• Minimum five (5) years clinic/practice management experience
• Account management preferred
• Business and client relations with a solid foundation of business acumen to help drive solutions for health plan initiative preferred

Knowledge, Skills & Abilities:

• Work successfully with diverse populations and demonstrated commitment to promote and enhance diversity and inclusion.
• Demonstrate knowledge of client’s business and healthcare relative to QM’s core competencies
• Knowledge and awareness of industry and healthcare trends
• Thorough knowledge of practices, theories, and policies involved in business and finance.
• Excellent analytical, decision-making, and problem-solving skills.
• Build a strong sense of common purpose aligning with mission and vision, across all work groups
• Build relationships by acting as a trusted advisor and inspiring confidence to support the objectives of QuadMed and client success
• Possesses excellent oral and written communication skills along with the ability to listen, understand and influence
• Projects management skills – able to champion organizational innovation and improve innovation capabilities across the team
• Understands and supports the primary care physician model and maintain an overall knowledge of clinical services; maintain the knowledge and ability to evaluate overall clinical services as it relates to operations, revenue, quality, care delivery, and compliance
• Respond effectively and meet time deadlines and perform effectively and decisively under pressure. Must have a proven track record of being self-motivated and successfully managing multiple projects within deadlines.
• Possesses strong computer skills including experience with MS Word, Excel and Power Point

Harry Quadracci was determined to do things differently, and to do them better. In 1991, the visionary print manufacturing CEO founded QuadMed out of the belief that there had to be a better way to provide his employees with access to affordable, high-quality health care. And what started as doing the right thing, ended up sparking a health care revolution. Now 30 years later, we partner with employers across the nation to provide value-driven health and wellness services in or near the workplace. With a focus on breaking down cost, access and quality barriers, we empower employees and their families to live healthier, happier lives.

We offer excellent benefits to eligible employees, including 401(k), holidays, vacations and more.

QuadMed and Quad is proud to be an equal opportunity employer and values diversity. We are committed to creating a place of belonging — a space where employees do not need to sacrifice who they are to exist and grow in our workplace. QuadMed and Quad does not discriminate on any unlawful basis including race, religion, color, national origin, disability, gender, gender identity, sexual orientation, age, marital status, veteran status, genetic information, or any other basis prohibited by applicable federal, state, or local laws. QuadMed and Quad also prohibits harassment of applicants and employees based on any of these protected categories.

Drug Free Workplace