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Barnes Healthcare Services Healthcare Operations Manager - Gainesville, Florida in Gainesville, Florida

SUMMARY:

The Manager is responsible to management for the results of location(s) toward achieving company goals.

  • profit and loss responsibilities

  • sales and marketing activities

  • sets and monitors location goals

  • manages all aspects of delivery, clinical, and customer service and infusion (when applicable) for the assigned location

  • adheres to all company policies, Federal and State regulatory agencies that apply to the Home Medical Equipment and respective Pharmacy Industry

    PRIMARY RESPONSIBILITIES:

    Physical Demands The physical demands described here are representative of those that must be met by the employee to successfully perform the essential functions of this job.

  • Regularly requires sitting, standing, and/or work at the computer, phones, filing, and office machines for extended periods of time.

  • This person needs to have the ability to regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.

  • Good motor dexterity and cognitive ability for effective typing, use of a calculator, writing, and filing.

  • Command of the senses to a level appropriate for the workplace, including vision, hearing, and speech.

    Mental Demands

  • This job requires the ability to think quickly in response to both customer requests and customer complaints.

  • Fluency in English or English and Spanish (read, write, and speak) is required as the overwhelming majority of customers and contacts communicate only in that (those) languages.

  • This person must be able to maintain sharp focus, be organized, and meet objectives.

  • Ability to calculate figures and amounts and to double-check those figures

    Organizational Management

  • Lead in the daily management of your locations, ensuring efficiency and effectiveness of the organization.

  • Ensure quality and appropriateness of services.

  • Analyze and incorporate effective workflow and processes.

  • Ensure that the following is administered in a timely manner: E.C.O reporting, customer service issues, document retrieval, open orders, work on hold reports, on loan reports, ensure asset management requirements meet company standards and staff appraisals performed in a timely manner.

    Supervision of Managers

  • The primary responsibility of the general manager is supervising the efforts of all staff within their respective locations.

  • As a mentor, note the strengths and weaknesses of direct reports, building upon strengths and dealing directly with deficiencies. Develop inexperienced staff with a set process and guidelines.

  • Delegate responsibility appropriately.

  • Appoint the individual(s) to be in charge, in his/her absence, delineating split responsibilities should they occur.

  • Guide staff through difficulties to achieve company goals.

    Customer Responsiveness

  • Resolve customer concerns and complaints in a constructive manner, serving as an intermediary between customer concerns and company needs.

  • Monitor all problems with equipment and all customer complaints. Assure your staff responds quickly and professionally to customer inquiries (patients and referral sources), both in the store and on the phone and with internal customers, within 24 hours or a mutually agreed upon time frame.

  • Resolve customer concerns and complaints by identifying problems and coordinating appropriate corrective action. When customer problems and questions arise, be able to answer questions to the customers satisfaction. Maintain accurate and complete documentation of complaints and resolutions.

  • Provide skillful handling of grieving, upset or difficult customers. Work proactively with patients/clients to solve a variety of problems.

  • Maintain proper confidentiality at all times when answering inquiries.

  • Excellent communication skills, verbal and written.

  • Maintain a neat appearance. Wear a name badge as required or requested.

    Staffing

  • Ensure that all elements related to staff positions are current and up-to-date: job descriptions, scheduling, salary rates, and conduct while on the job.

  • Take primary responsibility to recruit, interview, hire and lead personnel who best meet those job descriptions.

  • Maintain a complete understanding of laws impacting the hiring and management of employees.

  • Maintain authority to appraise, discipline, or transfer (within the department) any direct reports and feel comfortable in your ability to recommend termination, increase or decrease in compensation for any staff who report to you.

  • Maintain an appropriate number of personnel to accomplish all department- related tasks.

  • Perform effective and timely performance reviews.

  • Offer effective ideas for individual staff to improve their skills and foster growth.

  • Deal directly with deficiencies in performance, up to and including termination.

  • Collaborate with others to maintain personnel files on each employee.

    Staffing Management

  • Maintain authority to appraise, discipline, or transfer any direct reports and feel comfortable in your ability to recommend termination, increase or decrease in compensation for any staff who report to you.

  • Maintain an appropriate number of personnel to accomplish all department- related tasks.

  • Perform effective and timely performance reviews.

  • Offer effective ideas for individual staff to improve their skills and foster growth.

  • Deal directly with deficiencies in performance, up to and including termination.

  • Collaborate with others to maintain personnel files on each employee.

    Staff Training

  • Ensure that the skills of staff personnel meet the needs of the customers and that when personnel does not have the competency to perform prescribed services in an appropriate and responsible manner, appropriate training occurs.

  • Collaborate with others to select and implement the training necessary: as an orientation for new employees; to develop inexperienced team members; to provide for in-depth training in subjects and processes relevant to the department; to ensure critical functions through cross-trained personnel; to educate on the laws, codes, and regulations that pertain to the services and equipment provided by the company such as FDA, DOT, OSHA, etc.

  • Monitor the effectiveness of training through evaluations, hands-on competency testing, and work performance.

  • Plan, approve, and provide time and resources for personnel in-service training programs.

    Goals and Results

  • The General Manager will be responsible for setting and monitoring location goals, all aspects of delivery, clinical support, and customer service for the assigned location.

  • Set location and individual goals based on company objectives and communicate effectively to staff. Develop strategies and action plans to achieve location goals.

  • Create objective and measurable criteria that will be used to gauge the results of staffs actions. Criteria must be realistic and quantifiable and the timetable must be realistic.

  • Plan, prioritize, and direct work assignments, develop incentives and tools to help staff meet individual and departmental goals.

  • Monitor staff performance and their efforts toward department goals. Be able to hold others accountable in a constructive manner.

  • Guide staff through difficulties to achieve location goals. Maintain documented improvement plans and staff success.

    Strategic Planning and Budget

  • Be an integral part of strategic planning, noting and sharing: Corporate strengths and weaknesses, opportunities and threats.

  • Provide financial thoughts and input so that valid revenue forecasts and supporting budgets can be established and maintained.

  • Understand and practice the role of budgetary analysis in the running of the business.

  • Ensure that adequate planning occurs to meet the needs of and provide an appropriate response to the financial and personnel-related matters of company operations.

    Rules and Regulations

  • Comply with all applicable company policies, procedures, and patient protocols. .

  • Comply with all current government regulations and professional standards respecting patient care, including those of accrediting organizations.

  • Maintain knowledge of following all policies and procedures regarding equipment repair as outlined in FDA, OSHA, DOT, accreditation, and other policies and procedures.

  • Treat all information and data within the scope of the position with appropriate confidentiality and security and understand and adhere to all state and federally mandated standards regarding confidentiality and patient rights.

    Sales Management

  • Plan, develop and implement sales and market strategy and goals with Director of Sales and local Territory Managers, based on effective research of the community and referral sources. Guide in that research and setting the strategy.

  • Meet weekly with the Territory Managers to review: CMNs, new referral sources, customer complaints, sales funnel, etc.

  • Work closely with TM to provide customer-referral interaction opportunities to provide a seamless referral process.

    Team With Other Management

  • Communicate frequently with other management, as colleagues and guides. Constructively communicate operational challenges and provide input on solutions.

  • Assure that the information is provided to other management and staff is clear, correct and honest, and provided on a timely basis.

    Contract and Vendor Relationships

  • Serve as an excellent representative of the company to referral sources, third party payers, vendors, and financial institutions, all potential customers and vendors.

  • Work with sales to develop bid proposals to referral sources.

  • Work with sales to craft profitable responses to managed care organizations. Work as part of negotiating team on managed care contracts.

  • Sign binding documents on behalf of the company.

    Billing

  • Work with billing manager or staff to ensure: Organized and timely submission of claims, efficient documentation systems, Collections that meet or exceed corporate goals, Review incoming payables and receivables as necessary, Aggressive management of bad debt.

    Accounts Payable

  • Assisting accounts payable team as needed.

  • Ensure that accounts payable are verified, accurate, and processed promptly for vendor discounts.

    Payroll and Benefits

  • Ensure that time cards, incentive pay, and payroll are completed accurately and timely, according to the corporate time frame.

  • Ensure that payroll and benefit related tax reports are prepared and submitted, both federal and state.

  • Direct the proper payment and management of employee benefits, including insurance and retirement.

  • Ensure the completion of all necessary procedures and reports related to workers compensation, Fair Labor Standards Act, and other state and federal agencies.

  • Retain and maintain all relevant records.

    Assets and Inventory

  • Work closely with IPP employee and Corporate Logistics Manager to maintain adequate store inventory of DME and supplies, including, if relevant: Adequate inventory levels of liquid and compressed oxygen. Adequate inventory levels of parts for repair and maintenance.

  • Maintain branch/store inventory control, ensuring: Items are numbered correctly. Inventory is tracked daily.

  • Working with purchasing, develop new item numbers, price changes, receipts for inventory. Assist in inventory pricing and coding of items.

  • When needed, assist with physical inventory procedures, stock ordering on designated days, special PO's, etc.

    Safety

  • Evaluate, document, and rectify all safety hazards in and around the office and warehouse.

  • Ensure branch/store preparedness for emergencies and fires.

  • Maintain core involvement in all safety and emergency preparedness programs and make certain all staff are properly trained in safety and preparedness issues.

    Leadership and Coaching

  • Provide a motivational atmosphere for the region and lead by example.

  • Act in a professional and ethical manner at all times.

  • Develop an inexperienced team to be excellent contributors.

  • Organize and manage effective department/store/branch meetings.

  • Treat all employees equally.

  • Listen well and effectively.

  • Positively resolve conflict situations.

    Professional Approach, Planning, and Organization

  • Be dependable with time and performance and ensure the same from staff.

  • Offer good attention to detail and accuracy.

  • Be able to work on multiple tasks and plan and prioritize actives to achieve results and meet deadlines.

  • Make the best use of work time to complete projects and assignments on schedule.

  • Consistently demonstrate the ability to establish and manage priorities.

    Relating to others in the Workplace

  • Interface and coordinate work with other senior management to improve workplace function.

  • Be forceful with others in maintaining established standards of performance and compliance.

  • Maintain cooperative and cordial working relationships with all company employees.

  • Demonstrate ability to tactfully handle difficult situations and an ability to resolve conflict situations and individual concerns of employees.

  • Serve as liaison between the region and the rest of the company, facilitating better communication between company-wide.

  • Maintain a cool head when crisis situations occur.

  • Deals effectively with stress.

    Relationships outside the Worksite

  • Maintain the companys image and reputation at the highest possible level.

  • Conduct oneself in a professional and ethical manner at all times, including personal appearance.

  • Promote a positive company image with customers and the public by ensuring that the quality of products and service is of the highest possible level appropriate to the situation.

  • Represent the company in a positive and professional manner with outside sources (vendors, customers, industry professionals) and inside sources (superiors, peers, and subordinates).

  • Provide public relations visibility as an active member of the industry and the community.

    Initiative

  • Perform as a self-starter and manifest a proactive approach to all aspects of responsibility.

  • Recognize and perform tasks that need to be completed although not directly assigned

  • assist others as needed.

  • Be active as a teacher, mentor, and coach to staff.

    Judgment-Decision Making

  • Make decisions well and quickly, considering options, gathering opinions and options, but in the end, DECIDE and follow-through, communicating well to others the decision.

  • Possess the ability to come up with creative alternatives and solutions to pressing problems. Not being limited to whats been tried before, be able to evaluate and implement new ideas to improve efficiency and profitability.

  • Be adept at thinking strategically, understanding how one action impacts another.

  • In a crisis, show the ability to be the decision-maker, to delegate authority and accountability to employees as is appropriate, and to follow through.

  • Demonstrate sound, fiscally prudent judgment when making business decisions.

  • Be adept at investigating problems, identifying the underlying causes, and formulating solutions.

    Confidentiality and Compliance

  • Treat all information and data within the scope of the position with appropriate confidentiality and security.

  • Understand and practice the rules regarding patient confidentiality, HIPAA and compliance, and safety. Adhere to all state and federally mandated standards regarding confidentiality and patient rights.

  • Control, oversee, and limit access to confidential personnel and financial data.

    Knowledge

  • A strong body of knowledge in the skills of management and leadership.

  • Excellent knowledge of the equipment we sell, its care and maintenance, and the types of customers to whom we sell and their needs.

  • Understand and practice the rules regarding patient confidentiality, HIPAA and compliance, and safety and the regulations of OSHA, DOT, Medicare, accrediting bodies, and other agencies as they impact the business of HME and Pharmacy.

  • Understanding of the reimbursement process.

  • Identify own learning needs and seek opportunities for self-growth and career

Qualifications

  • Associate degree or BA/BS Degree or equivalent experience

  • Preferred:

  • Five year’s operations management experience

    Benefits:

    Health Insurance, Dental Insurance, Vision Insurance, TeleDoc services, 401K Retirement with Match, Short Term Disability, Long Term Disability, Life Insurance, Employee Assistance Program, Fifteen Days of Vacation yearly (accruing upon your start date), 2 floating holidays, Six paid Company Holidays, Forty hours of paid Community Service yearly, Annual Organizational Performance bonus, Four Company Events per year (Pending COVID Restrictions).

    Barnes is an Equal Opportunity Employer

     

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