Family Practice Operations Lead

University Hospitals; Ohio; Hybrid; USD 50,000 - 70,000; Full time

Job summary

University Hospitals Pain Management seeks an experienced operations lead to oversee daily office functions, ensure policy adherence, and support patient flow. The role includes staff coaching, scheduling verification in Kronos, and maintaining PHI security.

You will coordinate billing issue resolution, supplier orders, and data tracking to maximize efficiency, while maintaining strong customer relations and compliance with UH policies.

Qualifications

• Prior experience managing daily office operations in a healthcare setting.
• Ability to coach staff and manage performance feedback.
• Familiarity with PHI privacy requirements and UH policies.

Responsibilities

• Set daily operational priorities and assign work to staff per policy.
• Orient and train new and current staff on office protocols.
• Promote positive customer relationships and resolve issues.
• Resolve third party payor and patient billing issues with available resources.
• Coordinate supply orders and track data to improve efficiency.

Skills

Staff management

Customer service

Policy compliance

Timekeeping (Kronos)

Tools

PHI handling

Job description

A Brief Overview

Oversees daily functioning of all operational systems in office. Ensures implementation of business policies and procedures for the daily operations of the office.

What You Will Do

• Sets daily operational/patient priorities, evaluates daily work flow and assigns work. Ensures that duties are carried out according to UHMSO policy and procedures. Submits vacation requests for approval to Supervisor or Administrator. Notifies the Supervisor or Administrator of coverage requirements and escalates overtime needs to Supervisor or Administrator. Validates employee schedule time worked in Kronos.
• Orients and trains new and current staff on office protocols and job responsibilities. Coaches staff to maximize patient throughput. Maintains documentation related to employee performance and communicates performance related issues to Supervisor/Administrator. Provides performance feedback of staff to Supervisor/Administrator for annual review.
• Promotes, builds and ensures positive customer relationships at all levels within the practice. Troubleshoots and resolves issues. Updates supervisor/administrator of significant activities.
• Assesses and resolves all third party payors and patient billing issues using appropriate resources within the UHMSO. Delegates and prioritizes daily work activities of the billing staff.
• In collaboration with providers’ orders medical and office supplies based on business needs. Tracks, collects, and maintains data to maximize business efficiency.

Additional Responsibilities

• Performs other duties as assigned.
• Complies with all policies and standards.
• For specific duties and responsibilities, refer to documentation provided by the department during orientation.
• Must abide by all requirements to safely and securely maintain Protected Health Information (PHI) for our patients. Annual training, the UH Code of Conduct and UH policies and procedures are in place to address appropriate use of PHI in the workplace.