Clinicals Operations Manager

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ob Description: Clinicals Operations Manager

Overview
In October 2004 athenahealth announced that it would be offering a new line of clinical services that are designed to work in perfect alignment with athena’s revenue cycle tools to support optimizations of revenue cycle and the financial health of the practice. The athenahealth philosophy is now being applied to the development of our clinical offering. We understand (as we have demonstrated with revenue cycle) that software alone will not solve key clinical process issues. The athenahealth offering provides a combination of superior automation along with knowledge driven service offerings that support the co-sourcing of clinically orientated tasks associated with fax/document management, clinical data posting, and order/results tracking, management and follow-up. These new clinical services are designed to make providers’ lives easier and the ultimate goal is to increase the quality of patient care while simultaneously increasing cashflow to the provider's office-- i.e., whatever product we create must have a strongly positive ROI. In support of that goal we are recruiting the best of the best to bring an offering to market in record time that will be best of KLAS and provide the same level of service, outcomes and client satisfaction as the current athenahealth revenue cycle products do.

Position Description
athenahealth’s strategy is to pilot these new clinical service offerings and transition them into the core operations of the company. The Clinicals Operations Manager is a critical part of the Posting and Clinicals leadership team. S/He will be responsible for designing the clinicals process, managing the daily operations of the pilots, outsourcing certain operational components to athena’s offshore partner and leading the transition of operations into the core company. The Clinicals Operations Manager is a position on the Posting and Clinicals Operations Team and he/she will report to the Director of Operations – Posting and Clinicals Operations.

Responsibilities:
The Clinicals Operations Manager will be a key member of the clinical services team and s(he) will be responsible for transitioning “beta� service operations into scaleable, reliable, high quality service operations for our athenaClinicals clients. This will involve extensive planning, organizing and leading outsourcing initiatives while ensuring stability of existing operations. Key responsibilities include:

• Leading initiatives that will determine scope, resource/functionality requirements and implementation strategy of new service lines;
• Provide leadership to entire team. Create a common vision and inspire all team members to want to follow in that direction.
• Manage a high performance team, set goals, and build employee engagement;
• Drive continuous improvement aimed at refinement of core business processes;
• Partner with other groups and departments inside athena and externally to align Payer Performance Management and stakeholder needs and maximize overall value delivered by the department;
• Establish metrics to ensure high quality work product and identifying opportunities for procedural improvement;
• Owning the relationship and management of athena’s offshore partner for clinical posting services; includes managing daily work and productivity, resolving daily technical and process issues, ensuring daily metrics for quality and timeliness are met; coordinating and leading meetings, etc;
• Effectively lead multisite function, with operational teams located in various sites.
• Working with offshore partner, Product Manager and Director to establish a quality assurance plan and a method to monitor and report quality;
• Evaluating, implementing and continually assessing and optimizing a team structure, business processes and policies and procedures to ensure the efficiency and effectiveness of the clinicals posting process;
• Working with the Clinicals development team and Process Innovators to continually improve existing technology and processes;
• Leading the hiring process and other personnel actions with respect to the clinicals posting staff;
• Conducting weekly department meetings;
• Defining policies, procedures, training and documentation requirements to support effective, well communicated and timely process and policy changes to both stateside and offshore staff;
• Establishing and monitoring daily and weekly process controls to meet departmental quality and effectiveness metrics;
• Managing a balance between daily operations and research and resolution of posting related issues;
• Working closely with the leaders of the Claims and Remittance Services organization to project manage and ensure a smooth transition;
• Represent the Director, Payer Performance Management as necessary;
• Other duties as assigned by the Director of Operations, Posting and Clinicals .

Qualifications
• Bachelor’s degree preferred;
• Previous management experience, including staff and budget required;
• Prior experience creating and maintaining department policies and procedures, with a focus on continuing staff education;
• Demonstrated ability to assume sole and independent responsibility for various assigned projects;
• Ability to exercise discretion and independent judgment with respect to significant matters;
• Strong analytic and problem solving capabilities;
• Ability to continually assess and redesign business processes to exceed performance goals and reduce overall unit cost structure;
• Requisite knowledge of clinical operations a plus.

Required of All Employees of the Clinicals Department:

• Understanding of physician practice operations;
• Solid understanding of the implementation process and the various interdependencies between operations and technology both internal and external;
• Solid mastery of the different athenahealth product types and service offerings;
• Solid understanding of internal operations and their support of and service to clients;
• Understanding of an ASP model as it relates to a practice management system;
• Strong data collection and financial analysis abilities with regard to benchmarking information and practice management operational assessments;
• Strong ability to identify potential issues and participate in their resolution;
• Excellent problem solving and investigative skills;
• Excellent organization and time management skills;
• Excellent client-facing skills and the ability to simultaneously champion the cause of the client and serve as an athenahealth advocate.

Required of All Employees of athenahealth:

All athena employees must demonstrate the following:
• Integrity- conducting business and personal transactions in a legal, ethical, fair and responsible manner as well as engendering trust, respect and loyalty from others;
• Teaching- conveying knowledge, insights and expertise to others - using both formal and informal methods - to show employees the best way to tackle problems and achieve objectives;
• Learning- passionately pursuing knowledge by showing a persistent and proactive interest in gaining new insights, as well as acquiring new skills and experiences based on professional needs or growth;
• Team Work- placing the success of the team and company above personal achievement to help attain athenahealth’s corporate and social mission. This occurs by athenistas encouraging cooperation between team members, valuing others’ contributions, taking an active role in and sponsoring team activities and consulting with others, including cross-functional groups, on a wide variety of issues;
• Adaptability- showing flexibility and the ability to cope when faced with changing conditions or diverse circumstances. It underscores the importance of staying positive and productive during periods of change or significant growth, and responding constructively to frustrations or obstacles while remaining continually focused and in alignment with the overall athenahealth mission, as well as the missions and goals of one’s department;
• Communication skills- fluently expressing oneself by conveying information and opinions in a clear, open, professional and respectful manner in all oral and written communications with other athenistas, internal/external clients, payors and vendors.

Bases for Evaluation

The Clinicals Operations Manager will be evaluated as much on the performance of the team as the individual’s performance on discrete assignments and metrics.

• S/He will receive an annual appraisal, including a 360 degree assessment, to review demonstrated level of foundational and job-specific competencies and achievement against job-specific business goals;

Compensation and Benefits

¬¬¬¬The Clinicals Operations Manager will be paid on a salaried basis, plus a potential annual bonus driven by the success of the Company, department and individual and determined at the discretion of management. Other benefits include:
• Paid vacation and sick leave;
• Paid holidays;
• Health insurance;
• Disability insurance;
• Life insurance;
• 401(k) plan;
• Gym membership program.


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For quick consideration apply here