Center Operations Supervisor

Management Philadelphia, Pennsylvania


Description

Company: Oak Street Health

Title: Center Operations Supervisor

Location:

Oak Street Health is a rapidly growing company of primary care centers for adults on Medicare in medically-underserved communities where there is little to no quality healthcare. Oak Street’s care is based on an entirely new model that is based on value for its patients, not on volume of services. The company is accountable for its patients’ health, spending more than twice as long with its patients and taking on the risks and costs of their care. For more information, visit http://www.oakstreethealth.com.

Role Description

Center Operations Supervisors (COSs) are an important part of the Oak Street Health center leadership team. COSs direct the daily activities of staff, and assist the Practice Manager in managing operational initiatives to ensure the clinic achieves its performance objectives and delivers safe, high-quality patient care.

Responsibilities

Supports the daily operations of an Oak Street center including:

  • Supports front desk coverage and contributes to service team work
  • Monitors staffing attendance and absences and identifies coverage plans for expected and unexpected absences
  • Monitors provider schedules daily to ensure smooth flow of patient visits
  • Manages the transportation schedule to maximize company resources and delivery on a positive patient experience
  • Completes daily operational rounds to confirm foundational activities have been completed
  • Monitors outstanding work queues, checklists and other performance indicators
  • Monitors front desk activities for completion, accuracy and quality including confirmation calls, copay collection and patient experience, contributing to work when needed
  • Helps maintain the welcome space and community room to promote a positive patient experience and support growth
  • Owns facilities management to keep the center safe, clean, and functional
  • Depending on the need of the center, manages hourly center staff ranging from front desk staff to medical assistants and phlebotomists
  • As invited by the practice manager, supports the recruitment, hiring, onboarding, retention and performance management of the staff managed by the role

Serves as a center leader, to include the following duties:

  • Leverages practice dashboards and reports to identify areas for operational improvement
  • Structures and facilitates service and clinical team huddles
  • Engages in service recovery efforts as needed and facilitates resolution
  • Champions new initiatives as workflows are improved and new services are added
  • Champions organizational operating procedures
  • De-escalates conflict as it arises, and seeks resolution
  • Partners with other center leaders, including the Practice Manager and Medical Director to address staff performance and workflows

This role reports to the Practice Manager.

What we’re looking for

  • An exceptional ability to solve problems and think critically
  • Strong collaboration skills and demonstrated success working within a team
  • A flexible and positive attitude
  • Ability to work in a fast-paced, often ambiguous environment
  • A proactive and adaptable working style-able to take ownership of tasks
  • Someone who embodies being “Oaky”. What it means to be OAKY:
    • Creating an unmatched patient experience
    • Driving clinical excellence
    • Taking ownership and driving for results
    • Being scrappy
    • Radiating positive energy
    • Assuming good intentions

Minimum requirements:

  • 2+ years professional experience in a customer service setting
  • 1+ year experience leading a team preferred
  • Proficient PC skills
  • Associate’s degree required, Bachelor’s degree preferred
  • US work authorization

Why Oak Street?

Oak Street Health offers our coworkers advantages that can’t be found in other clinical workplaces, including:

  • The opportunity to be part of a hyper-growth company focused on changing the future of healthcare.
  • High levels of responsibility and opportunities for rapid advancement
  • Generous retirement options, paid vacation/sick time, as well as health, vision and dental benefits
  • Supportive and fun culture

Why does Oak Street Health offer all of these benefits? Because we know what it takes to deliver the highest level of care, and our team deserves the best resources to succeed and enjoy their work. In return, we expect the best out of co-workers.

Oak Street Health is an equal opportunity employer. We embrace diversity and encourage all interested readers to apply to oakstreethealth.com/careers