Director, Administrative Operations Bascom Palmer Eye Institute - Full Time
University of Miami

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The University of Miami, Bascom Palmer Eye Institute, has an exciting opportunity for a full time Director, Administrative Operations in Miami, Florida.

The Director, Administrative Operations directs and oversees various administrative functions, including clerical services, office space, equipment and supplies, vendor management, and/or other support services. Manages functions through managers and supervisors. Tracks and ensures compliance with capital and operating budgets. Manages a departmental sub-function within a broader departmental function.

CORE JOB FUNCTIONS

• Directs the administrative and financial support of the department.

• Provides long-term strategic planning, overseeing of daily operations, delegating tasks to staff and manages personnel.

• Plans and coordinates the duties of staff in addition to analyzes complex administrative concerns.

• Provides advice and development and recommendation of administration policy

• Serves as principal liaison and representative for personnel and financial matters.

• Represents the assigned department in committees and meetings.

• Manages administrative budgets and negotiates contracts and agreements with vendors.

• Implements department human resources actions, which may include hiring, terminations, salary etc.

• Recruits, trains and prepares performance reports for staff.

• Prepares both internal and external reports for departmental use.

• Maintains corporate relationships and monitors operating expenses.

• Liaises with HR and other departments.

• Establishes and continuously assesses the effectiveness of the internal controls within the unit and compliance with University policies and procedures.

• Ensures employees are trained on controls within the function and on University policy and procedures.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

CORE QUALIFICATIONS

Education:
Bachelor's Degree in relevant field

Any appropriate combination of relevant education, experience and/or certifications may be considered.

Experience:
Minimum 7 years of relevant experience

Knowledge, Skills and Attitudes:

• Ability to accurately prepare and maintain records, files, reports and correspondence

• Ability to communicate effectively in both oral and written form.

• Ability to maintain effective interpersonal relationships. Ability to lead, motivate, develop and train others.

• Ability to direct, manage, implement, and evaluate department operations.

• Ability to effectively plan, delegate and/or supervise the work of others

• Knowledge of business and management principles.

• Ability to establish department goals and objectives that support the strategic plan.

Department Addendum - Specifics

• Supervises service managers and leads who oversee physician administrative support staff.

• Researches industry best practices and technologies to introduce to administrative support teams and clinical practices.

• Manages initiatives that impact all services and locations to ensure appropriate standardization, education, communication, and adoption.

• Develops effective Standard Operating Procedures (SOPs) and training materials for all primary department functions and ensures adoption by managers and staff.

• Ensures managers document all projects and major initiatives for effective reporting to leadership.

• Provides administrative support, oversight, issue resolution, and coordination for all assigned specialties, programs, and projects.

• Oversees support staff assigned to clinical specialties and providers in effort to maintain consistent provider support and coordination of patient care activities.

• Ensures all managed staff provide an appropriate level of support to their providers and patients which requires continuous evaluation, mentorship, education sessions, and performance management. This includes, but is not limited to, response time, issue resolution, efficient and adequate use and understanding of the EMR, patient portal, scheduling (visit types, templates, appointment changes, appointment documentation, etc.), and the facilitation of all appointment variations (onsite, virtual, and hybrid).

• Supports clinical service line expansion initiatives through business proposal development, financial analysis, and industry research.

• Manages implementations and documents project plans, timelines, workflows, action items, and status updates such as new technologies and processes to improve operations, provider/staff productivity, and patient care/satisfaction.

• Develops reports, dashboards, and metrics to monitor and address areas of opportunity with provider productivity, clinic cycle times, patient volumes, wait times, appointment lead times, slot utilization, no show rate, hourly/daily/weekly schedule balance, etc.

• Implements and monitors processes and technology to fully track and improve staff productivity and performance.

• Monitors patient satisfaction scores for assigned services/providers and designs initiatives for continuous improvement.

• Facilitates monthly meetings to present consolidated data across all sites and providers on service performance and priority initiatives to include timely distribution of agendas and minutes as well as continuous follow up on all actionable items between meetings.

• Coordinates onboarding and orientation of new faculty, residents, fellows, and attending providers to include schedule development, clinic space/support staff allocation, administrative office assignment, and ordering of office supplies such as computer, phone, phone number, etc.

• Proactively assesses patient volumes and clinic flow, improves the distribution of patient assignments to promote efficiency, and escalates patient scheduling issues to facilitate optimization of scheduling templates.

• Ensures patient concerns are documented and addressed in a timely and professional manner.

• Develops and monitors provider In-Basket reports for all assigned providers and staff to ensure timely and appropriate resolution.

• Communicates data to providers to inform their practices such as lead time to appointment, schedule instructions, order signing, etc.

• Oversees the coordination of faculty schedules to include vacation/meeting requests, clinic cancellations/add-ons, surgery, on-call coverage and resident/fellow schedules and ensures provider schedule software (QGenda) is update.

• Ensures providers have the appropriate support for clinical activities to resolve any delays and guides patients as needed through each step of their appointment in order to improve the overall patient experience.

• Ensures faculty maintain appropriate credentialing documents and coordinates service-specific education and research functions such as internal/external professional meetings/conferences, new procedure demonstrations and Continuing Medical Education (CME) activities.

• Provides ancillary, clerical, or medical related support to providers which may include patient care, clinical activities, student services, reporting/statistics, research study patient management, and other business needs.

• Contributes to the development of the annual operating expense and capital budget and facilitates equipment/supply requests for review and purchase.

• Acts as administrative lead for equipment repairs, clinic renovation, and construction projects.

• Rounds in clinical areas, participates in clinic huddles, and manages specialty/service meetings and communications.

• Remains up-to-date on current regulatory requirements related to the clinical services and performs audits to ensure continued compliance.

• Establishes and continuously assesses the effectiveness of the internal controls within the unit and compliance with University policies and procedures.

• Ensures employees are trained on controls within the function and on University policy and procedures.

Department Specific Qualifications

Education:
Master's degree in Business Management or Healthcare Administration preferred

Certification and Licensing:
Six Sigma Green Belt or Equivalent preferred

Experience:

• Minimum 7 years experience in a leadership role within a clinical setting required.

• Experience supporting physicians and coordinating patient care activities required.

• Experience with an electronic medical record system (EMR) required (Epic preferred).

• Experience as a supervisor strongly preferred.

• Experience managing projects, implementing new technologies and processes, and performing data analytics preferred.

Knowledge, Skills, and Attitudes:

• Skilled in Microsoft office applications (primarily excel for data analytics)

• Skilled in clinical data reports and dashboard management/analysis

• Ability to lead, motivate, develop, and train others.

The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.

UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by the ground breaking research and medical education at the Miller School of Medicine. As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean. Our physicians represent more than 100 specialties and sub-specialties, and have more than one million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care. We're the challenge you've been looking for.

The University of Miami is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here for additional information.

Job Status:Full timeEmployee Type:StaffPay Grade:H15

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