Citizen Advocates, Inc
  • 3222 OMH - CMHC - S
  • Saranac Lake, NY, USA
  • Full Time

Responsible for the organization and coordination of office operations, procedures, and resources to facilitate organizational effectiveness and efficiency. Provides day to day operational, technical and problem solving leadership on administrative matters including, but not limited to: patient flow, office operations, customer service, health insurance, billing/coding requirements, and EMR functionality and utilization. Supervises the administrative and clinical staff and practice operations including scheduling, work flow, service delivery and employee performance.

         Models the efficient operation of the unit by scheduling and assigning work, resolving processing problems, collecting data to monitor progress, and carrying an assigned workload or filling in as necessary.
         Develops and maintains office and departmental budgets and KPIs.
         Effectively uses resources to achieve the goals and objectives of the work group within established budgets by recommending budget expenditures, monitoring progress, and shifting resources to meet changing needs.
         Implements and monitors departmental goals and objectives for the work group.
         Analyzes needs and develops recommendations in order to align within the strategic direction of the organization.
         Insures that all staff members communicate and interact with patients in a courteous, respectful, and businesslike manner.
         Holds staff accountable for customer service standards; intercedes and takes appropriate action when incidents occur.
         Implements individual performance expectations and completes all aspects of employee performance appraisals and reviews.
         Interviews candidates and makes hiring decisions. Orients new hires and provides ongoing training and education to staff, utilizing in house documented office and clinical policies and procedures.
         Handles employee performance and disciplinary issues, participates in counselling sessions/disciplinary actions, and involves Director as necessary.
         Coaches employees to be successful in contributing to the achievement of individual and work group objectives.
         Maintain and adjust staff schedules to compliment practice provider schedules. Process time worked/attendance into system for office staff. Manages and coordinates vacation and personal time off to insure minimum disruption of practice operations.
         Maintains effective, positive customer service relationships by responding to customer needs, resolving conflicts, and education employees on customer service.
         Effectively and continually communicates with staff, management, and customers to facilitate the flow of information necessary to the success of the employees.
         Promotes teamwork within the practice through timely and collaboration communication with medical staff.
         Actively seeks opportunities to model teamwork through collaboration both within and outside the work group in support of the organization's objectives.
         Conducts regular staff meetings to discuss issues, concerns, improvement initiatives, and promote teamwork.
         Maintains office equipment, orders supplies, and maintains inventories.
         Insures that all work areas are organized and that all areas are cleaned and maintained.
         May contribute to the outcomes of the defined function by performing the work of the function as required.
         Performs other duties in support of efficient department operations.
The practice operations manager  will be responsible for embodying the culture of the organization and the Behavioral Health Division. This means focusing on our core values of customer experience, quality outcomes, teamwork, and growth/profitability. The practice operations manager  will utilize the Behavioral Health Division cultural beliefs on a regular basis in daily interactions will members of the Citizen Advocates family. The cultural beliefs that will be practiced are as follows:
  Build Bridges: I champion collaboration to deliver solutions.
  Own It: I take accountability for our results.
  Embrace Change: I facilitate innovation by encouraging risk taking.
  Customers First: I put the customer first striving to provide world class customer service.
  Speak Up: I engage in honest and open communication by asking for and offering feedback.
Citizen Advocates, Inc
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