Manager, Clinical Operations

08-Apr-2024

Neurosurgery - Neurosurgery Operations

87378BR

University Job Title

Manager, Clinical Operations

Bargaining Unit

None - Not included in the union (Yale Union Group)

Compensation Grade

Administration & Operations

Compensation Grade Profile

Manager; Program Leader (M5)

Wage Ranges

Click here to see our Wage Ranges

Searchable Job Family

Administration, Clinical

Total # of hours to be worked:

37.5

Work Week

Standard (M-F equal number of hours per day)

Work Location

Central Campus

Worksite Address

50 Division Street New Haven, CT 06511

Position Focus:

Under the direction of the Senior Director, the Manager of Clinical Operations provides direction and guidance to a staff of surgical schedulers and clinical administrative team for the department of Neurosurgery. The manager additionally partners with clinical operations, nursing, and billing teams from Yale Medicine, Yale New Haven Health System, and Northeast Medical Group. This role will be responsible for functioning as a liaison to the Telehealth team and provides support to satellite clinical locations. Also serves as a liaison to the YM Care Center and as the point of contact for all YM patient access initiatives. Oversight of activities will include Epic Inbasket management, template builds, and other activities related to patient care. This role will manage and respond to practice metrics analysis, patient referral management, and patient experience for all Neurosurgery clinical practice locations.

In addition, this position will collaborate with YM to implement, and monitor policies and procedures to optimize physician schedules and patient care. The manager will have knowledge, understanding and skills in clinical care and function as the liaison for all areas for patient issues with YNHH/YM as appropriate including advising on clinical compliance and required certifications. This position communicates and fosters collaboration among the department and Yale Medicine on all aspects of patient care.

Essential Duties

1. Evaluates the effectiveness of clinical operational procedures and makes or recommends changes to facilitate the highest level of patient service and access. Identifies issues that impede delivery of quality patient access; develops and implements short-term improvements and plans for long term process improvements. Partners with members of the leadership team to develop long term objectives for the practice related to access productivity, compliance, communication and patient satisfaction. 2. Monitors and analyzes monthly clinical statistics and key productivity and patient satisfaction indicators to assess accuracy and effectiveness of processes, and identifies trends or items requiring immediate corrective action. 3. Monitors and enforces compliance with existing policies and procedures, Practice Standards, HIPAA regulations and other compliance standards throughout all clinical activities. Develops budgetary forecasts. 4. Oversees the monitoring and enforcing of customer service standards for staff members addressing deficiencies. Resolves patient service and clinical issues by interfacing with clinic staff, YNHH, YMA management, faculty and other clinical operations managers. 5. Oversees clinical operations of section by ensuring appropriate staffing, training, ongoing education, and monitoring of day-to-day activities. Approve and monitor all personnel functions including staff schedules, payroll, time-off, and attendance and lunch schedules; arrange appropriate coverage. 6. Directly monitors patient throughput in real time to ensure effectiveness, efficiency and safety are priorities in moving patients through their clinical visits. Makes on the spot adjustments to improve throughput when necessary. 7. Works with the clinical leadership and other key departmental clinical/administrative staff on matters relating to practice performance and clinical issues in accordance with budget, goals and benchmarks. Provides leadership and direction to clinical staff where appropriate. 8. Researches and develops proposals for internal and external program initiatives and new administrative and clinical opportunities and advises leadership on the impact of new projects or initiatives. Prepares special analyses, reports and complex modeling to support the decision-making process. Analyzes proposals and determines cost, benefits, risks and liabilities. 9. Streamlines communications between EMR, team, physicians, and clinical staff. Establishes, implements and monitors medical record protocols and procedures. Ensures office compliance with Federal/state/local regulations. 10. Monitors clinician work schedule assignments for best utilization of space, maximum productivity, and adherence to clinic session guidelines.  Builds templates and performs maintenance on schedules as necessary. 11. Represents area with regard to facility concerns, maintenance and security. 12. Keeps current in clinical management and process improvement concepts through involvement in professional organizations, seminar attendance, user group meetings and individual research.

Required Education and Experience

Bachelor's degree in relevant field and 2 years of related experience; or an equivalent combination of education and experience.

Required Skill/Ability 1:

Practice management background with proven ability, excellent communication skills, ability to interact positively & effectively with all levels, capable of operating autonomously with minimal direction. Decisive, hands-on team player. Results & detail-oriented with proven organizational skills.

Required Skill/Ability 2:

Solid demonstrated ability with EHRs/EMRs, preferably Epic and Reporting/Data Management. Strong computer skills including proficiency with all Microsoft products. Advance knowledge of clinical practice billing and collection rules and regulations. Thorough working knowledge of patient scheduling.

Required Skill/Ability 3:

Ability to make reasonable & difficult decisions while under pressure that will stand up to retrospective scrutiny, ability to stay cool under pressure. Strong leadership capabilities with the ability to work in a fast-paced environment. Flexible with the ability to manage multiple initiatives in response to continuously and rapidly changing priorities.

Required Skill/Ability 4:

Ability to think strategically and see the bigger picture to establish objectives relevant to Neurosurgery’s clinical practice mission. Ability to assist in long-range planning for department needs.

Required Skill/Ability 5:

Proven ability to manage and mentor a clinical team, particularly in an academic medical center. High level of ethics and integrity in professional matters and sensitivity for confidentiality. Previous management experience is required.

Preferred Education, Experience and Skills:

Proven experience working in a large clinical practice with day-to-day management experience.

Weekend Hours Required?

No

Evening Hours Required?

Occasional

Background Check Requirements

All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements. All offers are contingent upon the successful completion of the background check. For additional information on the background check requirements and process visit "Learn about background checks" under the Applicant Support Resources section of Careers on the It's Your Yale website.

COVID-19 Vaccine Requirement

The University maintains policies pertaining to COVID-19. All faculty, staff, students, and trainees are required to comply with these policies, which may be found here:
https://covid19.yale.edu/health-guidelines

Posting Disclaimer

The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the particular position. Employees will be assigned specific job-related duties through their hiring departments.

EEO Statement:

University policy is committed to affirmative action under law in employment of women, minority group members, individuals with disabilities, and protected veterans. Additionally, in accordance with Yale’s Policy Against Discrimination and Harassment, and as delineated by federal and Connecticut law, Yale does not discriminate in admissions, educational programs, or employment against any individual on account of that individual’s sex, sexual orientation, gender identity or expression, race, color, national or ethnic origin, religion, age, disability, status as a special disabled veteran, veteran of the Vietnam era or other covered veteran.

Inquiries concerning Yale’s Policy Against Discrimination and Harassment may be referred to the Office of Institutional Equity and Accessibility (OIEA).

Note

Yale University is a tobacco-free campus