Mgr, Operations Lakeland Care Network

Job Summary
- Manager, Operations Lakeland Care Network Lakeland Care Network is actively recruiting an accomplished Manager of Operations to oversee our high-volume Call Center and our Accredited Continuing Medical Education program. This dynamic leadership role will collaborate closely with Quality and Credentialing teams, providing direct supervision to a staff of approximately 30. We’re seeking a results-driven leader with proven experience in cross-functional teamwork, problem-solving, and stakeholder engagement.

Familiarity with computer software and program development is highly valued.

Responsible for the activities of team members within practices and oversees the delivery of optimal patient flow and patient satisfaction in collaboration with dyad partners. Trains team members and serves as a liaison between providers, team members and director in daily operations. Responsible for charge capture processing, standard work, process improvement and practice staffing. Manages team member performance and development and ensures policy adherence.

Manages multiple sites and specialty programs.

• Accountable in collaboration with dyad partners for the delivery of quality services though consistent application of polices, procedures, protocols and standards, and through support for an educational plan to meet the needs of the team and assure compliance. Identifies policies/procedures/standard work needed for site/service and participates in writing, reviewing and revising site/service policies/procedures/standard work.
• Responsible for creating an environment that promotes patient satisfaction. Ensures that patients, their families, visitors, customers, and employees are treated with kindness and respect. Demonstrates teamwork and integrity in all work-related activities. Ensures that work-performed supports Corewell Health's mission. Responsible for monitoring patient satisfaction data and meeting established target. Ensures that team members are delivering an exceptional experience and responding to concerns and complaints in a timely and effective manner.
  
  Develops action plans to create and ensure an environment of patient satisfaction.
• In collaboration with dyad and director leadership, assists in the development and management of the operational and capital budgets. Oversees/responsible for monitoring and managing labor and expenses within the practice. Collaborates or assumes primary accountability for interviewing, recruitment/hiring/retention, performance monitoring, initiating counseling and corrective action and terminating staff, consulting with Human Resources and providers. Oversees/monitors time and attendance records and prepares/reports payroll for team.
• Responsible for employee engagement/satisfaction and developing a culture of excellence and engagement within the practice. Creates and maintains a work environment conducive to effective communication, collaboration, team building and professionalism. Responsible for developing, initiating and monitoring change within the office. Holds regular team meetings and is responsible for timely communication with team, providers and other leadership.
• Oversee/participates in initiatives as defined by the organization. Ensures that processes and services are continuously monitored for quality, cost, effectiveness, and efficiency. Makes and implements recommendations to improve operations and to implement new services for areas of responsibility.
• Ensures that services are provided in accordance with state and Federal regulations, organizational policy, and accreditation/compliance requirements.
• Oversees and mentors leadership team, supporting operations of multiple sites, specialties and programs (typically 3 or more), etc.
• Supports dyad leadership with value, cost, quality and provider/patient satisfaction. Reviews and monitors operational reporting tools and creates action plans for identified opportunities.

• Required Bachelor's Degree or equivalent business, management, health care administration or other related area
• Preferred…