The Operations Manager, Clinic provides day to day managerial support and oversight of non-clinical staff alongside the Director of Clinic Operations to ensure optimal clinic operations inclusive of high quality, competent, efficient services and exceptional patient satisfaction and customer service standards.  

In this key role, you will identify opportunities for improvement, set priorities, empower and coach staff to improve the experience of patient care and quality of work life within the Clinic.  

•  Works effectively with staff and providers to implement common priorities and goals related to providing optimal customer service, maximizing operational efficiency, assuring financial viability and rendering high quality health care services.
• Demonstrates through leadership example, visible organizational support and a positive attitude to create a positive work environment and enhance staff and provider morale. Responsible for fostering a positive relationship with the patient population served by the clinic.
• Supervises and manages support staff in the central appointment, medical office and patient access areas ensuring appropriate coverage and adequate staffing. Promotes teamwork among staff and empowers staff to exceed performance standards.
• Works collaboratively with Patient Access Coordinator, Lead, Medical Office Coordinator and Centralized Appointment Office Scheduler to provide appropriate coverage, training and cross training of staff.  
• Ensures access standards and KPIs are achieved for appointment scheduling requests from patients and referring physicians via telephone, email and direct contact. Oversees appointment reminder system, outreach calls and letters to lapsed patients process. Monitors appointment availability, wait list reports, call list reports. Evaluates and implements measures to ensure schedule booking optimization and utilization, and patient retention.
• Ensures all requests via telephone email and direct contact from patients, referring physicians and external parties are handled in a complete and timely manner. Empower staff to problem solve and resolve issues so that customer expectations are exceeded.
• Promotes a work environment for open communication and problem resolution in order to optimize work flow efficiencies.
• Develops and implements cost-effective operational adjustments as appropriate to enhance clinic efficiency. Reviews and communicates information and potential solutions to improve operations and patient satisfaction.
• Assist in hiring and orienting staff; provides work direction, assigns schedules and conducts on the job training to ensure staff achieve their full potential. Monitors and evaluates performance, and recommends personnel actions, such as acknowledgement, commendations and disciplinary actions.
• Compiles and analyzes information and prepares reports to measure provider productivity, volume, revenue, wRVUs, access, patient demand for services, patient satisfaction and others to evaluate the effectiveness of the clinic’s operations.
• Present and develop potential innovations that enhance JoslinCare and implement plans of action as agreed by the Clinic leadership.
• Participate in ad hoc committees as requested.
• Improve processes and policies in support of organizational goals. Formulate and implement departmental and organizational policies and procedures to maximize output. Monitor adherence to rules, regulations and procedures.
• Credentialing, Onboarding and Off-boarding of Physicians
• Other duties as assigned.

• Bachelor’s degree and experience in health care.
• Minimum 2 years’ experience in health care with at least 1 year in supervision. Prefer 5+ years’ progressive management and leadership experience in physicians practice or related health care environment.
• Outstanding customer service skills
• Proficiency with practice management systems, Excel, and Word; Demonstrated knowledge of PC and software applications such as Access and Crystal preferred
• Supervisory and leadership experience with demonstrated competence in change management, , team building and problem solving
• Must demonstrate a capacity for independent functioning, creativity, and objectivity
• Excellent oral and written presentation skills
• Superb time management and organizational skills

Joslin Diabetes Center is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability status, protected veteran status or any other status protected by law.