Operations Manager-Santa Maria/Lompoc Office

SUMMARY

The Operations Manager is responsible for the leadership and management of various CRO Radiation Services Centers, facilitating the delivery of high-quality patient centered services. The key focus of the role is to manage Center operations, and lead Center teams in accordance with best practice indicators in patient care, quality, safety, people, and financial management. In addition, the Operations Manager will contribute to a portfolio of work that will assist with the improvement or performance and standardization across CRO Services.

Coordinates and follows up on activities by performing the following duties personally or through subordinate team members.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Some of your key focus areas in the role:

•       Manage Center operations and lead Center-based teams in accordance with best practice indicators in  

 patient care, quality, safety, people, and financial management.

•       Lead and/or contribute to a portfolio of work that will assist with the improvement of performance and

 standardization across CRO Services.

•       Identify and/or develop key internal and external relationships, opportunities for future service

 provisions, and potential referrer or doctor partnerships.

•       Act as a representative of the CRO Services purpose, values, and strategy.

Patient Experience

•       Promote and drive a patient centric approach to service delivery, taking responsibility to lead this at the

 Center level as well as to provide input into broader service delivery initiatives.

•       Build, implement, and maintain a positive patient experience at the Center, measured through net

 promoter score results.

•       Review patient satisfaction surveys as the basis to gain, interpret, and communicate feedback to the

 team to help shape the patient experience and ensure these are issued and collected regularly.

•       Act on feedback provided by patients, to ensure continuous improvement of the patient experience, and

 ensure timely corrective actions are implemented where patient issues arise.

•       Manage staffing levels at the Center as needed and during times of leave to ensure the patient

 experience is not compromised.

Change Management

•       Actively support and champion CRO Services to drive culture, quality, efficiency, and access, taking on

 a leadership role within projects where required.

•       Ensure change initiatives are prioritized and supported locally.

•       Lead effective consultation and engagement with team, through positive, transparent, and timely

 communication designed to build awareness, create trust, and support change adoption.

•       Ensure change is embedded locally through celebration of successful change implementation and

 ongoing refinement of processes. Ensure change is actively managed until it is considered normal

 practice.

Capability Development & Team Culture

•       Drive a dynamic and innovative culture within the Center/team where individuals inspire each other to

 continuously deliver exceptional outcomes and care for our patients.

•       Lead, promote, and contribute to an effective multidisciplinary team at the relevant Center and across

 the practice, through appropriate skills analysis, capability mapping, and credentialing management.

•       Support all team members to develop and grow in their role, ensuring talent is identified and supported

 to take on new opportunities, individual capability gaps managed effectively, and future planning is

 undertaken to ensure critical roles are maintained through effective succession planning.

Quality & Safety

•       Develop and maintain a culture of quality, safety, and continuous improvement across all clinical

 functions.

•       Lead the accreditation and assure meeting the regulatory requirements of all Federal, State, or

 Accreditation entities of the Center.

•       Promote and manage health and safety at the Center by ensuring regular inspections, clinical audits,

 OSHA audits, infection prevention, and training is undertaken effectively and regularly, either by

 directly undertaking such task or through appropriate delegation to an appropriate member of staff.

•       Review, investigate and act on quality, safety, and performance data including MIPS, and internal

 quality and safety dashboard metrics.

•       Ensure all team members are aware of, trained in, and adhere to CRO Services policies, procedures,

 employee and patient safety, and quality requirements.

•       Ensure the Center complies and is appropriately licensed to provide services within the State and

 Federal requirements in partnership with Regulatory Affairs.

•       Maintain local adherence to all contracts such as leases, equipment maintenance, service agreements

 (and associated KPI’s) and insurances.

•       Ensure the Center is compliant with regulatory requirements such as equipment, Center and staff

 competencies, certifications, and licensing.

•       Manage the implementation of all equipment replacement including but not limited to training, change

 management, protocols/procedures, and resourcing.

Center Management

Financial Management

•       Manages and is accountable for Center specific operating and capital budgets in line with business

 plans, with support with the Director of Operations, to ensure KPI’s and targets are met.

•       Working with the Director of Operations, take part in analysis of weekly and monthly activity data

 reporting including forecasting and review of the monthly dashboard and metrics.

•       Execute month end processes and audits.

•       Extract, analyze, draw conclusions and report on relevant clinical performance (incident management,

 waiting times, adherence to protocols etc.) using data.

•       Identify efficiency and/or effectiveness improvements related to local Center planning, implement

 changes as required.

•       Provide a forum to review and continuously improve Center’s performance.

Rostering

•       Manage Center staffing levels to match projected activity within the Center, including effective use of

 the demand roster model and leave planner.

•       Ensure that sufficient time is allocated to enable training and development.

•       Design, plan, implement, and manage efficient and effective Center workflow and workload to ensure

 all teams are effective and productive in their day-to-day roles, and particularly that Doctors are

 supported during peak periods.

•       Provide support to the other Center Leaders with the ability to cover during leave periods.

•       Travel when required to other sites and/or leadership meetings.

 People Management

•       Lead and manage all people management activities, including but not limited to:

o   Effective recruitment, selection, and onboarding of clinical (excluding doctors) and non-clinical team members.

o   Ensure effective completion of annual Goal / KPI setting, Mid-Year and Annual Performance review, compensation review, and talent / succession planning.

o   Ensure HR and Payroll processes are undertaken effectively, to support Payroll data accuracy and quality reporting.

o   Provide regular feedback and support to Center teams, to ensure high performance is recognised and rewarded, and poor performance is managed effectively and efficiently with support from the HR team.

o   Ensure effective communication and team cohesion by regularly holding effective team meetings, huddles, and 1 to 1 check ins.

o   Utilize HR reporting and metrics to ensure effective decision making and future planning.

Stakeholder & Referrer Engagement

•       Build strong relationships across key external and internal stakeholders.

•       Identify local service gaps as areas of opportunity for future service provision.

•       Support physicians and CRO Management to build key local relationships, and to drive service volume

 and engagement initiatives.

•       Manage relationships with key Center stakeholders, i.e., allied health partners, advocacy groups, co

 located providers, including attendance at forums, providing updates / reporting, and actioning requests

 as required.

•       Represent CRO Services at local functions and events as appropriate.

SUPERVISORY RESPONSIBILITIES

Directly supervises Lead Radiation Therapists, Radiation Therapists, Therapist Aides, Senior Patient Services Specialists, Patient Services Specialists, and Medical Assistants for the Santa Maria and Lompoc locations. Responsible for carrying out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing and hiring of employees; planning, assigning, scheduling, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

QUALIFICATIONS

•     Proven ability to manage cross functional multi-disciplinary teams.
•     Demonstrated understanding of clinical and/or business performance metrics.
•     Previous oncology and/or healthcare experience.
•     Demonstrated capacity to successfully perform in a complex healthcare environment.
•     Ability to be agile and maintain resilience in the face of challenges and high volume
•     Demonstrated acumen in people and process change management and implementing process improvements.
•     Demonstrated understanding and experience leading clinical change and innovation initiatives.
•     Proven ability to manage internal and external stakeholder relationships.
•     Bachelor’s Degree in healthcare administration, or similar discipline.
•     5+ years’ supervisory experience managing a team or equivalent combination of education and experience will be considered in lieu of educational experience.
•     Demonstrated knowledge and application of health care standards, and relevant legislation.
•     Proven ability to work independently in the absence of supervision.