Operations Mgr I, Eye Care Services Clinical Operations and Optical Services

Job Summary:

In addition to the responsibilities below, this position is also responsible for monitoring the use and maintenance of equipment, supplies and medications; and/or performing patient care as necessary to maintain clinical expertise, competency and licensing necessary to fulfill job responsibilities and to direct the provision of care on the unit; proactively monitoring and providing recommendations for daily operational activities involving patient/member care management; applying structured approaches to identify root causes and implement solutions to improve operation system process performance; conducting research into best practice models; leading the implementation patient care delivery systems and practice standards in an assigned location, ensuring patient/member satisfaction and quality of care; investigating and resolving patient/family/member concerns regarding patient/member care and services; working with physicians, outside health care providers, and other health care team members to achieve optimal patient care across the continuum; leading others in conducting quality assurance tasks for incoming and outgoing optical products; coordinating research and implementation of retail merchandising strategies and product trends; monitoring resource needs in assigned clinical areas to ensure alignment among assignment, utilization, and financial performance; implementing cash control policies and identifying and evaluating opportunities to decrease costs and improve service; assisting in the development and management of the departments budget and expenditures; managing and coordinating the development and implementation of retail sales strategies targeted to the membership served in order to meet revenue growth, service targets, and improve resource utilization; guiding research efforts on major optical competitors, local marketing, and product trends to determine marketing plans to address member questions or concerns; and training others on selling products and services.

Essential Responsibilities:

• Provides developmental opportunities for others; builds collaborative, cross-functional relationships. Solicits and acts on performance feedback; works closely with employees to set goals and provide open feedback and coaching to drive performance improvement. Pursues professional growth; develops and provides training and development to talent for growth opportunities; supports execution of performance management guidelines and expectations. Leads, adapts, implements, and stays up to date with organizational change, challenges, feedback, best practices, processes, and industry trends. Fosters open dialogue amongst team members, engages, motivates, and promotes collaboration within and across teams. Delegates tasks and decisions as appropriate; provides appropriate support, guidance, and scope; encourages development and consideration of options in decision making.
• Manages designated work unit or team by translating business plans into tactical action items; oversees the completion of work assignments and identifies opportunities for improvement; ensures all policies and procedures are followed. Aligns team efforts; builds accountability for and measuring progress in achieving results; determines and ensures processes and methodologies are implemented; resolves escalated issues as appropriate; sets standards and measures progress. Fosters the development of work plans to meet business priorities and deadlines; obtains and distributes resources. Removes obstacles that impact performance; identifies and addresses improvement opportunities; guides performance and develops contingency plans accordingly; influences teams to execute in alignment with operational objectives.
• Conducts budgeting and financial planning by: ensuring accountability for meeting financial revenue and expense targets are met within team or department and taking corrective action if off-course; implementing and supporting policies, procedures, and monitors that achieve accountability for cash control, product inventory, and service equipment; monitoring, identifying, and evaluating the financial performance of optometry and/or the optical stores in an assigned area; and fostering a cost-conscious culture.
• Ensures standardized care delivery by: managing large and/or complex work streams and evaluating performance to implement strategic initiatives; establishing strategic partnerships with physicians/providers and subject matter experts and service area leaders; utilizing data and analysis to ensure strategic alignment while developing and implementing plans; proactively monitoring daily operational activities involving complex patient care management; managing complex multidisciplinary clinical team(s) and holding team(s) accountable for performance; implementing emergency preparedness programs; assuring the teams emergency preparedness and that staff are trained and know what is expected during and after an emergency; and leading project teams, initiatives and monitoring implementation and performance on daily operations and new initiatives to meet business line objectives.
• Manages operations to support patient care by: driving implementation of action items and supporting compliance with timelines and financial commitments; analyzing standardized and ad hoc data reporting to meet specific business objectives, implementing workflows and strategies and assuming accountability for team(s) department performance targets; interpreting data and taking action and translating reports into short-term operational initiatives to meet department performance goals; managing human resources related to selection, recruitment, orientation, education, disciplinary procedures, and training and development, ensuring training needs are being met; responding to union requests for information or complex grievances and escalating and/or resolving as needed and establishing labor management partnerships (LMPs) and labor relations; designing survey readiness activities, including mock rounds and mitigating issues, to maintain compliance and regulatory standards and developing procedures for preparing audit documentation, information, and reports; and assisting in the development and management of their departments budget, expenditures, and payroll with input from a higher-level leader, and identifying and developing plans to mitigate budget variances.
• Ensures member service and quality by: ensuring member satisfaction by managing the provision of a high level of quality of patient service and care; guiding team measurement efforts of member satisfaction with clinical and/or optical services, and utilizing the resulting feedback to drive improvements within the organization; managing the maintenance of the quality of care provided to members through an ongoing quality assurance program; leading others in conducting quality assurance for clinical and/or retail departments; and managing team for ensuring the resolution of member complaints, concerns, and requests for information, including service recovery and refunds if applicable.
• Manages improvements to operations and technology processes by: leading and implementing the development of goals and priorities for strategic projects designed to remediate issues and improve quality, service, affordability, and/or operating efficiency; applying a structured approach for identifying root causes and implementing solutions to improve the performance of operations system processes in response to complex barriers and/or issues; and ensuring performance metrics used to monitor the success of strategic improvement projects are tied to strategic department and organizational initiatives.