Job Description

Responsibilities*
Plan, manage, and evaluate operational activities. Initiate, develop and implement administrative procedures to enhance patient and employee satisfaction, patient flow, and access. Conduct analyses and execute plans for operational improvements. Hire, train and evaluate staff. Assure compliance with institutional goals, objectives, policies, standards, and guidelines. Develop and implement site-based policies and procedures. Resolve operational problems, patient, and employee complaints. Prepare special periodic reports, quality reporting and activity statistics. Provide leadership through leveraging the knowledge and skills of staff.

Supervision and Staff Management:

Provided direct daily oversight of clinic staff and others to optimize workflow and operational throughput.
Global supervision over all direct and indirect reports in the ACU.
Supervision and direction given to MA and PSA teams.
Staff selection, on-boarding, scheduling, evaluation and performance planning, professional development, FMLA, discipline.
Regularly analyze staff requirements and patterns of staffing based upon needs and benchmarking data.
Develop and oversee policies to recognize and incentivize staff excellence.
Clinical Operations:

Oversee and regularly analyze/improve clinic workflow.
Direct the use of facilities including hours of operation and space allocation.
Develop and oversee policies to ensure efficient and appropriate utilization of rooms.
Collaborate with the ACU leadership triad to identify, plan, and direct necessary improvements.
Collaborate with the ACU leadership triad to resolve issues concerning staff or faculty utilization of facilities, equipment, and supplies.
Ensure that faculty scheduling is consistent with UMMG operational principles.
Regularly review ACU processes to ensure on-going compliance with UMMG operational principles.

Communication and Patient Care/Safety Oversight:

Develop and oversee policies to ensure patient satisfaction including analysis of patient and family feedback and corresponding action plan development and implementation.
Address and follow-through with patient/family feedback and complaints including implementation and ongoing evaluation of appropriate process improvements.
Develop and oversee policies to ensure safety within the ACU (including physical structure, staff emergency readiness).
Collaborate with the ACU leadership triad to review PSRS (incident) reports and ensure appropriate follow-up.
Financial Responsibility and Fiscal Oversight:

Prepare, monitor, and manage billing and other fiscal activities including the monitoring of charges and collections, and initiate corrective action where needed.
Prepare, monitor, and manage monthly financial report including the identification of cost reduction and revenue optimization opportunities.
Leadership and Development:

Develop and communicate interpretation of UMMG/ACS policies to staff, faculty, and outside agencies/groups as needed.
Participate actively and provide data, action planning and other administrative leadership to the monthly Pediatric Specialties ACU Leadership Meeting
Identify opportunities for quality improvement, and carry forward quality improvement, in all areas of ACU operations.
Collaborate with the ACU leadership triad to establish and enforce standards and policies regarding ACU funding requests including formal collaboration with HR business partner.
Required Qualifications*
Bachelor's degree in Management, Business Administration, Healthcare Administration, or an equivalent combination of related education and experience.
5 years of progressively responsible experience in clinic operations.
3-5 years of previous supervisory experience.
Demonstrated effective written and oral communication, problem solving skills and customer service approach.
Demonstrated ability to work independently and as a part of a collaborative group with a commitment to team building and support.
Demonstrated competence in leadership and management.
Demonstrated ability to evaluate and make changes to process, toward continuous quality improvement.
Demonstrated ability to prioritize, complete tasks in a timely manner and effectively.
Ability to lead large group meetings in a professional and productive manner.
Expert computer skills.
Desired Qualifications*
Master's degree in Management, Business Administration, Healthcare Administration, or an equivalent combination of related education and experience.
Experience with Lean, Michigan Quality Systems.
Familiarity with University policies and procedures.
Familiarity with University of Michigan Medical Group and Ambulatory Care Services operating principles and standards.
Experience using MiChart/EPIC electronic medical record.