Regional Operations Manager

Description

With the footprint of IVX Health continuing to expand, we are seeking a Regional Operations Manager to support our continued growth in our markets! If you are looking for a position in healthcare that offers the opportunity to manage a team and oversee the front desk operations of multiple clinics or locations, then this may be the right career for you!

JOB SUMMARY
The Regional Operations Manager is responsible for overseeing the clinical front desk operations of multiple infusion centers within a region. Managing a large team of clinic-based front desk coordinators and virtual (non-clinic based) patient coordinators, this person is tasked with executing our strategic goals around patient scheduling and patient care preparedness. Through daily leadership of their team, this person builds and maintains IVX relationships with patients and referring provider offices with the goal of ensuring all needs are promptly and effectively served as we onboard patients for scheduled appointments. Reporting to the Regional Vice President, the Regional Operations Manager will own “Front Desk Operations” for six to 10 IVX markets and have a direct role in building and delivering customer service programs that meet the strategic and performance goals of the business. 

JOB RESPONSIBILITIES

• Oversees day-to-day operations of the region's Front Desk Operations, including being an on-call and escalation resource as needed
• Overseeing the hiring, training, and development of clinical front desk staff
• Builds a multi-city, multi-state team of customer service resources including ownership of recruitment, onboarding, training, coaching, and mentoring of team members in a primarily remote management environment
• Setting and monitoring front desk goals and performance standards using a growing set of performance KPIs and data analytics capabilities
• Role works with serve the ROD position as both stakeholder and customer as we collectively work to provide top-notch service to IVX’s customers
• In service of customer service and IVX core KPI performance, the Regional Operations Manager excels in cultivating a culture of continuous improvement and excellence while implementing IVX policies and procedures to enhance the IVX patient and provider experience
• Works cross-functionally with the Central Care Delivery Team to root-cause problem solve and identify opportunities for improvement across the patient onboarding continuum. Additionally, this role works alongside core Revenue Cycle functions including Prior Authorization, Financial Counseling, and Billing
• Partners with and may own components of IVX Health’s provider services / account management investments that aim to bring dedicated service liaisons to our largest referring provider partners
• Effectively communicates and disseminates information to the region to drive results, engage staff and achieve business goals

BENEFITS

• Comprehensive Medical, Dental, and Vision Insurance plans. Plans include prescription drug coverage as well as telemedicine services
• Additional options for supplemental health protection plans including Accident, Critical Illness, and Hospital Indemnity,
• Life and AD&D Insurance
• Dependent Care Flexible Spending Account
• Voluntary Short-Term and Long-Term Disability Coverage
• Fertility Healthcare and Family Building Benefits through Carrot
• Free counseling services and resources for emotional, physical and financial wellbeing
• 401(k) Plan with company-match
• Education assistance (Tuition reimbursement, Certification support)
• CEU Library
• Charitable Giving Match and Volunteer PTO Program
• Flexible work schedule that promotes a positive work-life balance
• Employee Referral Bonus Program

Qualifications

ESSENTIAL COMPETENCIES

• Proficiency with medical software such as EMRs, practice management, and patient / provider communication platforms
• Excellent organizational, consultative, analytical, and problem-solving skills
• Ability to work independently under general supervision and effectively prioritize workload in a primarily remote or home-based position
• Ability to multitask and adapt to fast-paced work environment
• Takes initiative and capitalizes on all opportunities to improve department efficiency and effectiveness
• Strong interpersonal skills and ability to adjust communication style to match audience
• Ability to collaborate and communicate at all levels of an organization
• Knowledge of basic medical terminology
• Proficiency with standard office software applications (Microsoft Office, Outlook, Teams, etc.)

REQUIRED EDUCATION & EXPERIENCE

• Bachelor's Degree in related field
• 3 – 5+ years working in a cross-functional healthcare operations role
• Excellent interpersonal and communication skills with demonstrated ability to hire, train, lead, and performance manage a dispersed team
• Comfort in driving performance mandates in a matrixed business environment, working with management and teams both upstream and downstream on how to drive success across business units
• Experience building and leading teams in the customer service, patient scheduling, or provider managements space such as call centers or patient / provider service entities
• Exposure to budgeting and financial management processes

EEO STATEMENT
IVX Health is proud to be an Equal Opportunity Employer. We value diversity and are committed to creating an inclusive environment for all employees. IVX Health wants to have the best available people in every job, and we make employment decisions on the basis of business needs, job requirements, individual qualifications, and merit. Equal employment opportunities are provided to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, military and veteran status, age, physical or mental disability, genetic characteristic, reproductive health decisions, family or parental status, or any other legally protected category in accordance with applicable federal, state, or local laws. IVX Health prohibits discrimination, harassment, or retaliation of any kind based on any of these characteristics. Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship and all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation benefits, and separation of employment.