Senior Clinical Operations Manager, Otolaryngology, Head & Neck Surgery - La Canada OHNS Associates Clinic - Full Time 8 Hour Days (Exempt) (Non-Union)

The Senior Clinical Operations Manager is responsible for management of clinical operations of assigned Otolaryngology, Head & Neck clinics OHNS). The Senior Clinical Operations Manager leads improvement efforts across all OHNS clinics to accomplish measurable clinical process improvements and objectives. Also, lead the redesign of care processes to optimize value (improve outcomes, patient satisfaction and reduce cost), assist with evaluation of new technologies and related system implementation, optimize integration efforts in pursuit of seamlessness for patients, providers, and staff. This position will project manage multiple initiatives and will develop implementation roadmaps and facilitate action with concrete deliverables. Also, leads the assessment and diagnostic of problems, create data analytics, develops performance dashboards, and leads and manages structured improvement initiatives, from large scale transformational projects, to focused improvement events. This position will establish collaborative relationships with physicians, nurses, technicians and administrators to build support for change and sustainability efforts.

Essential Duties:

• Management: Responsible for clinic operations, quality performance, patient satisfaction. Work directly with clinical team to ensure a safe, consistent work environment that supports excellent service to patients. Develop business cases to support changes in new equipment and care delivery. Ensures there are quality metrics to support excellent and consistent care delivery. Ensures overall effectiveness of clinical staff, workflows, and business process. Ensures all appropriate steps are followed to maintain the financial health of programs. Develops systems and tools that work effectively with customers, physicians, and payers to meet mutual business and clinical needs. Ensures appropriate patient throughput and provider/patient satisfaction with clinic flow and operational efficiency. Ensures and maintains a highly engaged workforce with strong, positive esprit de corps among staff Oversee service delivery in the areas of imaging/referrals/counseling/etc. Leads supervisors in the development of workflows, and implementation of operational budgets and reporting tools.
• Identifies learning opportunities, develops training path, and trains staff. Recommends and monitors the professional development of staff. Assesses staff education needs and oversees development of education programs. Promotes staff participation in educational opportunities and activities. Facilitates training, certification, and professional development of clinical, diagnostic, and administrative personnel. Owns/leads projects and activities as assigned.
• Ambulatory operations: Ensures compliance with all policies & procedures. Develops and implements clinical, diagnostic, and administrative policies and procedures. Ensures adherence to policies and procedures, provides interpretation, as needed. Monitors patient satisfaction through surveys, complaints, online reviews, etc. Responsible for and works collaboratively with satellite clinic managers and provides guidance as needed. Collaborates with the Environmental Services, Infection Prevention, and the Central Sterilization Processing Department, and serves as a resource for ensuring environment of care best practices. Directs compliance with regulatory and accreditation agency standards and federal and state regulations regarding patient care. Prepares for inspections by agencies.
• Project Management: Collaborates with management on project functions such as planning, organizing, coordination, and implementing activities to meet objectives. Organizes multiple tasks with conflicting priorities, delivering the desired results on or below budget and successfully meeting deadlines. Works and prepares accurate program descriptions, budgets and schedules in collaboration with the director.
• Business Analysis: Conducts in-depth analysis to define qualitative and quantitative aspects of clinical operations which include the use of resources such as capital equipment and human resources. Develops quality measures for any workflow or proposed changes and organizes the work to facilitate effective operations including documentation for an organized business plans/ decision making purposes. Analyzes information/situations, identifies/ defines problems, articulates logical recommendations and recognizing alternatives and their implications. Provides training and support to those these changes affect. Assists in the timely and accurate production of the reports and formulation of recommendations. Demonstrates proficiency with USC's on-line computer systems and any OHNS clinic equipment. Be the lead with IT to support any software integration between OHNS equipment software and Cerner to ensure optimal medical record documentation.
• Communication and Interpersonal: Develops and maintains effective relations with widely diverse groups such as staff members, faculty, patients and family, on a variety of complex clinical issues and administrative tasks. Establishes constructive working relationships with members of departmental staff by performing duties in a cooperative and helpful manner. Clearly convey complex problems and proposals in both formal and informal settings with a diverse audience which includes staff, physician and administrative leadership.
• Perform other duties as assigned.

Required Qualifications:

• Req Bachelor's Degree Degree in a related field.

• If no bachelor's degree, must have at least High School Diploma and additional 4 years of experience in clinical operations management or clinic setting.

• Req 5 years Experience in strategic business development and/or ambulatory operations in a healthcare setting with progressively more responsibility and demonstrated professional experience, including responsibility for multiple large, complex and sensitive projects.
• Req Substantial experience leading and facilitating work teams for change management. Identifies patterns to enhance performance and formulates recommendations.

• Req Comprehensive understanding of process redesign and/or continuous quality improvement methodology and tools.
• Req Project Management: Ability to develop project plans, monitor activity, facilitate progress to effectively complete projects within specified time frame. Ability to facilitate the planning process by leading team meetings, managing on-going revisions, insuring priorities are met, resolving issues and working collaboratively with clinical managers to ensure consistency and enhance patient care by defining roles and responsibilities of key project participants. Ability to monitor and document performance of ongoing projects by balancing schedules, scope and resources and the financial profitability of these projects.
• Req Analytical and Problem-Solving: Ability to conduct cost-benefit analysis to define qualitative and quantitative aspects of proposed changes and organize the work and structure analyses to facilitate effective, assists with writing well organized business plans for decision making purposes. Independently manages and completes multiple large projects simultaneously with minimal involvement from the Director. Ability to respond to day-to-day crisis or unexpected situations in an effective manner.
• Req Communication: Demonstrates effective interpersonal communication skills to influence senior management thinking and actions in order to achieve objectives and ensure a clear understanding of project goals. Ability to facilitate meetings efficiently for project progress and issue resolution. Excellent collaboration and teamwork: Ability to build strategies in collaboration with operational management. Demonstrates good decision-making skills and ability to debrief appropriately and effectively to senior management. Communicates effectively and diplomatically with a wide variety of constituents to include: patient and family, staff, faculty, alumni, business, political and community leaders and the general public is essential.
• Req Proficient PC skills. Working knowledge of databases, spreadsheets, and word processing.
• Req Knowledge of business (operational, clinical and financial) statistics and data analyses techniques.
• Req Ability to manage and analyze data. Strong analytical thinking and problem solving skills.

Preferred Qualifications:

• Pref Managerial experience with direct supervisor responsibility of nonclinical and/or clinical staff and experience with ambulatory/physician practice operations.
• Pref Experience in patient satisfaction programs preferred, with familiarity of business and clinical processes.
• Pref Experience with compliance.

Required Licenses/Certifications:

• Req Fire Life Safety Training (LA City) If no card upon hire, one must be obtained within 30 days of hire and maintained by renewal before expiration date. (Required within LA City only)

The annual base salary range for this position is $110,240.00 - $181,896.00. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate's work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.