Careers at ClearChoice

Join the ClearChoice Boston Area Team

Field Support Manager – Operations — Boston Area

Location

Boston Area, MA

Type

Full Time

Department

Operations

Experience

Experienced

Position Summary:

The Field Operations Manager is accountable for achieving high standards in Center operating practices in accordance with ClearChoice’s performance goals and operating processes and systems. This includes shared accountability for client/doctor satisfaction, employee experience, a superior patient experience, financial results, employee and personal development. Additionally, the Field Operations Manager is accountable for positively impacting financial and operational results throughout a region of supported centers.

Responsibilities:
 

  • Act successfully to execute the CCMS model as the CCMS representative at the Center while creating positive relationships with the clients/doctors
  • Shared responsibility for the supervision of all administrative positions including: patient intake, treatment plan coordinator and central dispensing and sterilization
  • Ensure the Center delivers an excellent patient experience by ensuring smooth workflow among the Clinical team, Patient Education Consulting team and the Administrative team
  • Set the culture of the Center through strong leadership, positive high-energy, compliance to processes and systems and role model behavior that keeps the Center working as a team and achieving success
  • Assist in administering HR functions at the Center-level; hiring and new hire paperwork, disciplinary processes; coaching and mentoring; payroll administration, managing time and attendance, regulatory and policy enforcement; retention practices
  • Ensure all licenses are up-to-date and on record
  • Ensure all certifications are up-to-date and on record
  • Ensure regulatory and legal requirements are fulfilled and licenses are protected
  • Ensure the Center at all times appears as a world-class facility
  • Manage the Center’s P&L as it relates to controllable supplies, expenses and Center labor; work with the physicians to explain financial results of the Center, discrepancies to targets and influence additional cost management measures
  • Assist with daily and weekly accounting reconciliations and reporting
  • Assist with Center revenue collections, as needed
  • Create an environment where every patient leaves happy
  • Handle consumer or patient issues or complaints successfully
  • Use sound judgment at all times and recognize urgent or important situations that need to be escalated
  • Oversee a team of up to 20 including some matrix management involving both doctors and Patient Education Directors

Work Environment:

  • Hands-on, administrative setting (non-smoking); must be able to perform all administrative functions and ensure that the Center is delivering as required with scheduling, cleanliness, etc.
  • Constant interaction with patients, doctors and employees

Experience:

  • Over 5 years of management experience
  • BA/BS in a business field or related coursework preferred
  • Previous proven success managing a group or office with full P&L accountability
  • Experience influencing and building consensus with peers and highly trained professionals (nurses, doctors, dentists, etc.)
  • Excellent problem solving, critical thinking and professional judgment skills; can see multiple solutions to problems and choose best possible one for the needs of the patients and the business
  • Exceptional interpersonal skills: flexible ability to work and communicate successfully with patients, doctors and technical staff
  • Demonstrated experience of driving to success
  • Management experience preferably in a matrix-management setting 
  • Experience in human resources processes, including hiring, corrective action, firing, time and attendance, reviewing performance and giving feedback, etc.
  • Demonstrated ability to build and motivate a team, both among direct reports and cross-functionally with non-direct reports 
  • Ability to organize and manage complex, detailed processes (i.e., scheduling procedures that involve facilities, equipment and multiple people.)
  • Drive and capability to deliver world class patient experience 
  • Strong Microsoft office skills, especially Word and Excel
  • Strong business analytical skills – can interpret sales and revenue data, adjust business practices accordingly, can prepare and present Center financial reports
  • Enthusiasm and drive for being part of young, evolving business
  • Energetic, positive, focused

Technical Skills/Training and/or Certifications:

  • Experience compiling, preparing and maintaining P&L statements, budgets and cost controls
  • Basic knowledge of accounting in order to complete inventories, reconciliations, cash handling, and banking responsibilities
  • Experience with PC/IT functions in order to troubleshoot issues, set-up new employees, etc.
  • Strong experience with Word, Excel, and email
  • Experience with employee development practices in order to assess work group needs, determine employee development needs and manage employee recruitment, hiring, orienting and training processes
  • Applied experience handling DOL, OSHA, EEOC, FLSA, HIPAA regulations and matters
  • Certified to meet state safety requirements
  • Ability to read company materials; i.e., operating procedures, employment and training materials, etc. printed in English

EOE

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