Director of Operations

Skokie, IL
Full Time
Senior Manager/Supervisor
Principal Duties and Responsibilities:
  • Define, implement, and revise operational protocols and guidelines to make improvements of staff and workflow operations.
  • Work in conjunction with all operation department managers for coordination and proper execution of daily workflow.
  • Acts as a liaison between company staff, department managers and executive management.
  • Coordinate with the human resources department to regularly update job descriptions, hire qualified staff for designated modalities and oversee employee training programs.
  • Interview and source qualified job applicants for the specified regions and modality types and maintain proper staffing levels by partnering closely with HR to constantly fill the recruiting pipeline.
  • Orientate applicants and provide training to new employees on the overall job requirements, policies, and work procedures as needed.
  • Coordinate with the human resources department to develop and implement staff evaluations, performance improvement plans and counsel employees on unsatisfactory performance and/or work behavior.
  • Set staff retention goals, including ongoing staff monitoring and counseling employees at risk of ending their employment in conjunction with regional territory managers.
  • Maintain, review, and approve paid time-off and work schedules with territory managers to assure proper staff coverage.
  • Review daily time record keepings and approve/submit to HR in a timely manner for payroll processing.
  • Oversee and coordinate with department managers and regional teams on All-Stat policies and procedures to maintain and ensure company-wide compliance.
  • Provide support and guidance to staff and territory managers in troubleshooting and resolving any technical, patient, or professional issues.
  • Partner with finance department to review and track company's monthly budget versus actual results to agree on action items.
  • Manage salaries/wages including any overtime not to exceed budgeting percentage.
  • Assist in oversight of client support services to include but not limited to internal dispatch, order intake, and quality control processes as it pertains to operational workflow.
  • Management of resource allocation of clinical staff, equipment, and fleet.
  • Meet weekly with Regional VPs to strategize, discuss progress on open projects, and resolve outstanding issues.
  • Provide consistent, professional support, guidance, and motivation to staff and territory managers through phone calls, virtual and in-person meetings.
  • Review Productivity Standards weekly for each clinical staff member and clinical modality departments with Territory Managers for areas of opportunity or improvements and progress reports.
  • Support Regional Territory Managers in training and evaluation of employees on their work performance, develop quarterly goals and monitor tasks and responsibilities.
  • Provide a consistent level of support to CRM personnel by reviewing client inquiry and/or grievances with adequate and timely responses, attending QA meetings, in-service presentations as needed, and client utilization reporting to maximize internal sales and client retention.
  • Address, resolve, and document customer service concerns with follow-up summary to senior management.
  • Meet weekly with CRM team to review progress, productivity, and client utilization reports.
  • Ensure the established productivity standards are met for each of the employees under their supervision.
  • Provide a constant level of coaching to all direct reports, including providing written and oral performance feedback and ensure all merit increase recommendations are submitted at least 30 days before due.
  • Work in conjunction with territory account executives and senior management by monitoring exam turnaround times (TAT) and quality on a consistent basis and make any necessary adjustments for improvement.
  • Proper knowledge and presentation of all service lines and in-servicing of new clients.
  • Present company service lines, company progress, and introduction of new service offerings
  • Address sensitive work issues and makes recommendations for personnel actions as needed.
  • Performs all other duties as assigned to ensure efficient operations
Work Experience Requirements:
  1. 10+ years of experience in an operations role.
  2. 5+ years of management experience in a fast-paced healthcare environment.
  3. Excellent leadership, organizational and communication skills.
  4. Superior knowledge of industry regulations and operational guidelines.
  5. In-depth knowledge of data analysis software such as MediMatrix, Timeclock Employee, and Samsara GPS Fleet Tracking.
  6. Working knowledge of customer relationship management (CRM) packages.
  7. Proven knowledge of performance evaluation metrics in a business setting.
  8. Outstanding negotiation skills.
  9. Possess a high degree of initiative, creativity, and the ability to meet deadlines and work with minimal supervision.
  10. Ability to work independently and prioritize tasks efficiently and effectively in a cross-functional team environment.
  11. Strong leadership, organizational, time management, and communication skills.
  12. Excellent interpersonal, written, and oral communication skills.
  13. Demonstrated success innovating solutions to increase productivity and profitability.
  14. Must have supreme analytical, problem solving, and people development skills.
  15. Strong time management skills and the ability to multitask and prioritize workloads.
  16. Working knowledge of Database functions; MS Excel Spreadsheet software and MS Word Processing software.
  17. Exercises good judgement and ability to act decisively at the right time.

Education Requirements:
Bachelor’s degree required. Master’s degree preferred in healthcare operations.
Graduate of an approved accredited healthcare related program preferred but not required.
Licensure and/or certification in a Radiography or RN field a plus.

EOE
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