Operations Coordinator Rehabilitation Patient Services-Full-time

The salary range for this position is $24.35 - $32.87 (Hourly Rate)

Placement within the salary range is dependent on several factors such as relevant work experience and internal equity. For positions represented by a labor union, placement within the salary range is guided by the rules outlined in the collective bargaining agreement.

We offer a wide range of benefits that provide employees with tools and resources to improve their physical, emotional, and financial well-being while providing protection for unexpected life events. Please visit our Benefits section located at jobs.nm.org/benefits to learn more.

Northwestern Medicine is powered by a community of colleagues who are purpose-driven and committed to our mission to deliver world-class care. Here, you'll work alongside some of the best clinical talent in the nation leading the way in medical innovation and breakthrough research with Northwestern University Feinberg School of Medicine.

We recognize where you've been, and we support where you're headed. We celebrate diverse perspectives and experiences, which fuel our commitment to equity and culture of service.

Grow your career with comprehensive training and development opportunities, mentorship programs, educational support and student loan repayment.

Create the life you envision for yourself with flexible work options, a Reimbursable Well-Being Fund and a Total Rewards package that support your physical, mental, emotional, and financial well-being.

Make a difference through volunteer opportunities we offer in local communities and drive inclusive change through our workforce-led resource groups.

From discovery to delivery, come help us shape the future of medicine.

Description

Coordinates and manages staff scheduling and coverage to accomplish optimum coverage. This may involve walking and working in multiple worksites. Identifies, investigates, and develops support for and assists in the implementation of new tools/technology necessary to maintain and improve productivity, effectiveness, quality, customer service, reduce risk and/or reduce costs. Identifies, analyzes and communicates key issues/trends and reports findings and recommendations to management. Participates with the Manager in the recruitment, interviewing, and hiring of qualified staff. Provides input to management on budget issues, staffing, cost containment strategies and capital needs. Works on a daily basis in regards to staffing, operations, performance and goal measurement and tracking. Assists in leading and/or developing employee engagement participation and improvement. Assists in leading and/or developing plans with team, Team Lead, and Manager to ensure patient satisfaction goals are met. Leads training and coaching exercises with employees to continuously improve skill sets. Actively ensures staff compliance to Rules of Personal Conduct. Facilitates a multi-disciplinary and collaborative approach to patient care and interdepartmental problem solving/service delivery. Completes other duties assigned by manager. Additional Functions: Assesses and communicates staff development needs to Manager as well as providing feedback to the Manager to support periodic individual evaluations of staff. Develops tools to support staff and enhance efficiency. Provides input into staff performance reviews. May participate with manager in conducting staff performance reviews. Plans, executes and resolves all routine technical needs of the unit (phone, copiers, fax machines, PCs, etc.). Gathers all information required for departmental reporting. Produces reports as required. Monitors daily transaction activity to ensure compliance with procedures. Reviews and approves Automated Time Reports for accuracy. Assesses customer and service needs for unit processes/operations. Directs and monitors activities performed by assigned staff. Performing this function may involve face to face or phone contacts, repetitive keyboard/data entry and viewing various systems using the PC monitor; filing, writing, walking between department locations and working in multiple work sites. Resolves complex or critical situations involving patients, staff and customers: consults with manager for guidance as needed (e.g., complaints, discipline, etc.). Direct responsibilities including interviewing, hiring, training, progressive discipline, dismissals, performance appraisals, and employee relations. Schedules staff and allocates resources across hours of operation to maximize patient access and satisfaction, provider productivity and efficiency, staff productivity, cost-savings, and operational efficiencies. Monitors queue performance and makes adjustments to staffing schedules to meetobjectives. Develops and implements policies and procedures as needed to support Service Center functions. Works closely with Manager to deliver initial and continuous training for new and experienced agents (includes systems, process, and protocol training). Ensures staff has access to necessary policies, procedures, training and other resources necessary to complete their responsibilities, and that policies and procedures are updated as necessary. Tracks agent performance including service level, calls answered, contact quality, errors, attendance. Enforces productivity and quality standards; conducts regular audits of staff performance, with documented feedback. Prepares material for and conducts routine staff meetings. Provides one to one coaching and mentoring. AA/EOE

Qualifications

Required: Bachelors Degree. Three to five years of supervisor, lead, training or project lead experience. Minimum two years of customer service or contact center experience. Strong personal computer skills (Word, Excel, PowerPoint). Excellent written and verbal communication skills. Excellent problem solving skills. Excellent interpersonal skills. Desired: CHAA certified. Strong leadership, organization, planning and time management skills. Training experience. Technical competence in appropriate health care provider areas. Strong financial aptitude and business acumen. Experience with scheduling processes and systems (i.e. Epic). Bilingual language skills.

Equal Opportunity

Northwestern Medicine is an affirmative action/equal opportunity employer and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.

Benefits

We offer a wide range of benefits that provide employees with tools and resources to improve their physical, emotional, and financial well-being while providing protection for unexpected life events. Please visit our Benefits section to learn more.