Job Information
Honor Community Health Senior Manager, Operational Excellence in Pontiac, Michigan
Honor Community Health is a 501c3 Federally Qualified Health Center co-located within 20 locations. Our mission is to provide for the health and wellness needs of the underserved of Oakland County through the provision of comprehensive, integrated primary, behavioral health, and dental care. We serve all populations regardless of their ability to pay. Our team is passionate about serving the people of Oakland County.
IMPORTANT: All applications MUST be completed in its entirety to be considered.
*NOTE: All employees are required to receive the COVID-19 Vaccine
Position Description
Reporting to the Interim Chief Administrative Officer, the full-time Exempt Senior Manager of Operational Excellence has the responsibility and oversight in developing and advancing capabilities and competencies in the HONOR COMMUNITY HEALTH culture and passion of continuous improvement and driving a transformation in efficiency to deliver business excellence and value across the organization to our patients. The Senior Manager of Operational Excellence will serve as a change agent to drive processes and patient centricity in a culture of right first time and continuous improvement.
All assignments will be conducted while adhering to HONOR COMMUNITY HEALTH’s policies and procedures. The Senior Manager of Operational Excellence will maintain strong internal and external relationships, serving as a liaison on behalf of HONOR COMMUNITY HEALTH’s centers and administrative team. This role will work collaboratively across programs and clinical services to create and maintain a culture of excellence and compassionate, high-quality healthcare to our patients and community.
ESSENTIAL FUNCTIONS :
Administrative Operations:
Liaise with and provide operational excellence, business excellence partnerships to internal key stakeholders across Honor Community Health functions.
Collaborates with internal teams and external community partners to design and optimize a patient-centered delivery model for programs and services.
Works with staff to implement programmatic requirements including staff training and the development of materials and methods.
In collaboration with leadership, develops program measures and outcomes (KPIs and OKRs) and oversees tracking and data collection to monitor progress.
Evaluates best practices and current procedures in process improvement, operational excellence, and patient experience and shares with appropriate leaders and teams across the organization.
Assist staff across the organization in utilizing process improvement and patient centricity practices within programs and clinical services.
Assist in implementation and lead new grant/program initiatives as assigned by the Interim Chief Administrative Officer . Monitor existing grants/programs, including regular analysis of effectiveness, including conducting midcourse corrections and keeping senior leadership informed.
Lead systematic approach to solve complex business problems with a data-driven mindset.
Serves as liaison for Honor with various 3rd party vendors, such as telephony system, and survey software.
Administrative Support Staff Management:
Responsible for hiring, onboarding, training, and managing all call center staff.
Conducts regular touch base and development meetings with staff, as well as annual reviews.
- Organizes and oversees the work and schedules of staff listed above.
Handles discipline and termination of employees as needed and in accordance with company policy.
Identify and implement best practices for skill assignment and call routing within contact center to adhere to Service Level Agreements (SLAs).
Conduct customer service training on a regular basis through internal and external resources.
Collaborate with IT in managing and monitoring telephony system.
Train and educate staff across the organization on process improvement practices and patient centricity, using Lean Six Sigma and CX tools.
Quality, Policy, Procedure, and Workflow:
In collaboration with leadership, develops and implements policies, procedures, and methods to improve efficiency and effectiveness across.
Utilize standard project management tools and principles to define, monitor and manage project scope and effectiveness, manage timelines and deliverables, and communicate and identify pathways to resolve risks and barriers.
Identify and resolve dependencies and constraints between and across projects by working with various departments.
Utilize solid business planning principles to develop systems and processes that produce sustainable results.
Completes periodic auditing of programs to ensure best practice processes are being followed and implemented.
Works collaboratively with Director of Quality and Compliance and Risk Administrator and other leadership to ensure reporting and policy adherence.
Assists with patient satisfaction survey and patient complaint/resolution process.
Provides call center performance reports to leadership and board.
Organizational Leadership:
Works with executive leadership as a liaison with internal and external partners to ensure targets are met for the annual operation plan and fiscal management.
Works collaboratively with the executive team to develop project budgets and provides monitoring to ensure funds are appropriately utilized and expended.
Attends internal, external, and community meetings as directed.
Uses leadership, diplomacy, and networking skills to establish partner relationships.
Works well in a fast-paced clinic setting maintaining the flexibility necessary to meet Honor Community Health’s changing patient needs and workflow.
Follows standards for scope of practice/role and function effectively within it.
Performs other duties as assigned. During a public health emergency, the employee may be required to perform duties similar to but not limited to those in the job description.
Bachelor’s degree in business, public health, health services, or related field required.
Master’s degree in public health, healthcare administration or customer experience management preferred.
Experience in process improvement required. Lean Six Sigma - Greenbelt certification preferred.
A minimum of four or more years in a similar position with continued role expansion.
Strong public health or healthcare administration, program management, and patient experience background preferred.
Strong leadership, computer skills, project management, and experience using appropriate support tools .
Proficient use of Microsoft applications, EHR systems, and other technologies to support process improvement and patient experience.
Ability to communicate and collaborate effectively – via presentations, verbally, and in emails - with staff, providers, and a diverse group of leaders (internally and at a payer partner level).
Experience working for a community health center or Federally Qualified Heath Center preferred
A flexible and positive attitude
Ability to work in a fast-paced environment
Creating an excellent patient experience
Patient focused mindset
Competitive Wages
401k with company match
Medical, Dental and Vision insurance
Employer Paid Life Insurance
Employer Paid Short-Term and Long-Term Disability Insurance
4-6 Weeks Paid Time Off for Full-Time Employees
Paid Time off for Part-Time Employees
Paid Diversity Day and Holidays
Paid Bereavement Leave
Parental Leave
LifeMart Discount Program for all employees
Continuing Medical Education (CME) Allowance for Clinicians
Free Malpractice Insurance
License Reimbursement
Free Employee Assistance Program
Public Service Loan Forgiveness to all Full-Time Employees
National Health Service Corp (NHSC) for licensed health care providers and offers up to $50,000 toward student loans
Honor is a patient directed and community driven Federally Qualified Health Center.
We ensure that patients come first by providing enabling services to assist patients with specific barriers to care such as transportation, translation, food security, and other social services.
Our staff is passionate about providing all members of the community with access to quality health care regardless of their situation.
Please note the selected candidate will be required to submit to a criminal record check and reference check.
Our Commitment to Diversity, Equity and Inclusion
The diversity of our people and patients is one of our greatest strengths, and inclusive workplace enables us to embrace that diversity to deliver the best services to our employee and patients. Honor Community Health is an Equal Opportunity Employer. This company does not and will not discriminate in employment and personnel practices on the basis of race, sex, age, handicap, religion, national origin or any other basis prohibited by applicable law. Hiring, transferring and promotion practices are performed without regard to the above listed items.
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