Clinical Operations Manager

20-Dec-2024

Clinical Operations Manager

Campus Services

67682BR

Job Summary

Under the supervision of the Director of Occupational Health, the Clinical Operations Manager is responsible for the business administrative and operational activities of the Harvard Occupational Health Services (HOHS) clinic. This includes oversight and management of administrative support staff, planning and monitoring the department budget, creating and maintaining key performance indicators, overseeing referral management, managing access to care for university employees, and ensuring effective and efficient clinic workflows are established and sustained. The Clinical Operations Manager has overall responsibility for ensuring that operating systems are in place to support an outstanding customer experience and a workplace where all staff are thriving. In addition to direct clinic functions, the Clinical Operations Manager works collaboratively with leadership throughout the organization on projects that directly impact organizational goals and priorities.

Position Description

• Facilitate and enhance the delivery of patient care.
• Drive the mission goals and objectives of HOHS.
• Lead and participate in process improvement initiatives.
• Demonstrate an exceptionable ability to listen without bias, think critically to discern the key salient points.
• Facilitate business needs assessments, identifies new vendors, and manages contracts in collaboration with the Director of Occupational Health. 
• Manage all clinical operations, including facilities management, office systems, budgeting, and records management and retention. 
• Develop and review department budget in relation to HOHS department and performance needs.
• Develop, implement, and evaluate occupational health-related policies and procedures.
• Provide direct supervision to HOHS administrative staff, including recruitment and orientation of new staff, creation of ongoing training and professional development, coaching and counseling and evaluation of performance. Collaborates with HR as necessary.
• Lead and participate in administrative functions, including answering and triaging telephone calls for patient care matters, being an information resource for members of the university, chart preparation for clinical care, keeping inventory of medical equipment and supplies, and functioning as a liaison between physicians, patients, and staff.   
• Develop, monitor, and implement performance and service standards through use of Key Performance Indicators (KPIs) 
• Provide routine reporting on practice operations to the Director of Occupational Health.
• Provide and analyze data to improve performance in the areas of people, quality and safety, delivery and service, cost, and growth.
• Collaborates with the Director of Occupational Health to ensure effectiveness of processes and operations.
• Monitor clinical operations and proactively cultivate a patient-centered environment that ensures consistent high-quality care and an exceptional patient experience.
• Promote team-building and effective communication at all levels.
• Manage the development of a functional schedule for administrative support staff and clinicians working in clinics.
• Manage payroll records of HOHS clinic contract staff. Manage attendance records for staff.
• Lead planning and implementation of new and special programs and procedures to meet changing needs.
• Function as project manager for implementation workstreams as assigned by the Director of Occupational Health.   
• Perform and document nursing procedures in accordance with the clinician’s orders.
• Perform special projects as necessary or as requested by the Director of Occupational Health.
• Facilitate regular staff meetings to keep staff informed of department and organizational updates and events, initiatives and process changes and convey information to staff.
• Develop and maintain a master HOHS staff certifications and training log to ensure licensing requirements.
• Complete and comply with HOHS training requirements including privacy and security. 

Basic Qualifications

Graduate of accredited nursing program 

Minimum of 7 years of relevant work experience in clinical operations and/or administration. 

Additional Qualifications and Skills

• Strong organizational skills. 
• Superior interpersonal skills with proven ability to successfully interact and collaborate with varied university members in a professional manner, exhibiting excellent written and oral communication skills, team-building skills, and demonstrating tact, poise and diplomacy. 
• Demonstrated ability to cultivate relationships and work collaboratively with all levels of staff. 
• Proven record of outstanding service orientation. 
• Ability to initiate, collaborate, implement, monitor, evaluate, and advance strategic plans that contribute to the overall goals and objectives of a team. 
• Supervisory experience preferred.
• Leadership skills, creative problem-solving abilities.
• Knowledge of workers’ compensation, HIPAA, OSHA, ADA, and FMLA requirements.
• Experience in an academic or industry research-related occupational health setting is highly desirable but not required.
• Solid business acumen.
• Ability to engage, inspire and influence people.
• Ability to work productively and without supervision in a team environment.
• Strong interpersonal, communication, and client service skills.
• Proficiency with Microsoft programs and electronic medical record system applications. 
• Must be able to use database applications, Microsoft Outlook, Excel, Word, SharePoint, and Teams.
• Ability to develop clear, actionable steps in the delivery of an overall business strategy.
• Knowledge of financial policies and processes.
• Demonstrated ability to work in an environment where confidential information is present and protected against disclosure by appropriate federal and state statutes.
• Demonstrated ability to understand and assess complex issues, analyze programs and activities, and recommend necessary actions where appropriate.

Certificates and Licenses

Current and valid Massachusetts RN License

BLS from the America Heart Association and/or the American Red Cross

Physical Requirements

• Lifting (approximately 20 to 30 pounds), bending, and other physical exertion
• Ability to stand for extended periods

Working Conditions

• This position is based primarily on-campus, in Massachusetts. This may include in-person during emergency situations (if applicable). May be required to work outside of regular scheduled work hours, potentially including evenings, weekends, or holidays, depending on the needs of the business. Additional details will be discussed during the interview process. Certain visa types may limit work location. Individuals must meet work location sponsorship requirements prior to employment.

Additional Information

Please note that Harvard University cannot provide Visa Sponsorship or Work Authorization for this position.

Due to the confidential nature of the information to which the candidate will have access, a background investigation will be required.

Work Format Details

This is an in-person position that is based in Massachusetts. Additional details will be discussed during the interview process. All remote work must be performed within one of the Harvard Registered Payroll States, which currently includes Massachusetts, Connecticut, Maine, New Hampshire, Rhode Island, Vermont, Georgia, Illinois, Maryland, New Jersey, New York, Virginia, Washington, and California (CA for exempt positions only). Certain visa types and funding sources may limit work location. Individuals must meet work location sponsorship requirements prior to employment.

Work Format Details

This is a hybrid position that is based in Massachusetts. Additional details will be discussed during the interview process. All remote work must be performed within one of the Harvard Registered Payroll States, which currently includes Massachusetts, Connecticut, Maine, New Hampshire, Rhode Island, Vermont, Georgia, Illinois, Maryland, New Jersey, New York, Virginia, Washington, and California (CA for exempt positions only). Certain visa types and funding sources may limit work location. Individuals must meet work location sponsorship requirements prior to employment.

Benefits

We invite you to visit Harvard's Total Rewards website (https://hr.harvard.edu/totalrewards) to learn more about our outstanding benefits package, which may include:

• Paid Time Off: 3-4 weeks of accrued vacation time per year (3 weeks for support staff and 4 weeks for administrative/professional staff), 12 accrued sick days per year, 12.5 holidays plus a Winter Recess in December/January, 3 personal days per year (prorated based on date of hire), and up to 12 weeks of paid leave for new parents who are primary care givers.
• Health and Welfare: Comprehensive medical, dental, and vision benefits, disability and life insurance programs, along with voluntary benefits. Most coverage begins as of your start date.
• Work/Life and Wellness: Child and elder/adult care resources including on campus childcare centers, Employee Assistance Program, and wellness programs related to stress management, nutrition, meditation, and more.
• Retirement: University-funded retirement plan with contributions from 5% to 15% of eligible compensation, based on age and earnings with full vesting after 3 years of service.
• Tuition Assistance Program: Competitive program including $40 per class at the Harvard Extension School and reduced tuition through other participating Harvard graduate schools.
• Tuition Reimbursement: Program that provides 75% to 90% reimbursement up to $5,250 per calendar year for eligible courses taken at other accredited institutions.
• Professional Development: Programs and classes at little or no cost, including through the Harvard Center for Workplace Development and LinkedIn Learning.
• Commuting and Transportation: Various commuter options handled through the Parking Office, including discounted parking, half-priced public transportation passes and pre-tax transit passes, biking benefits, and more.
• Harvard Facilities Access, Discounts and Perks: Access to Harvard athletic and fitness facilities, libraries, campus events, credit union, and more, as well as discounts to various types of services (legal, financial, etc.) and cultural and leisure activities throughout metro-Boston.

Job Function

General Administration

Department Office Location

USA - MA - Cambridge

Job Code

361058 Administrative Manager

Work Format

Hybrid (partially on-site, partially remote)

Sub-Unit

Environmental Health & Safety

Salary Grade

058

Department

103717

Union

00 - Non Union, Exempt or Temporary

Time Status

Full-time

Pre-Employment Screening

Education, Employment, Identity

Commitment to Equity, Diversity, Inclusion, and Belonging

Harvard University views equity, diversity, inclusion, and belonging as the pathway to achieving inclusive excellence and fostering a campus culture where everyone can thrive. We strive to create a community that draws upon the widest possible pool of talent to unify excellence and diversity while fully embracing individuals from varied backgrounds, cultures, races, identities, life experiences, perspectives, beliefs, and values.

EEO Statement

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law.

LinkedIn Recruiter Tag (for internal use only)

#LI-GJ1