Operations Senior Supervisor - Phoenix Optician - Evernorth Care Group

at  The Cigna Group

Operations Supervisor (Operations Specialist) – Optician
The Operations Supervisor is an integral member of the medical management team and is accountable for the financial (profit/loss) and operational integrity of the Retail Optical Department. This position is accountable for ensuring the smooth operation of the assigned areas of responsibility through staffing, directing, and monitoring the functions of the support personnel. A variety of other site-specific duties may be assigned at the request of the Operations Manager. These might include but are not limited to the vendor relations/management, supply management, cost of goods and other retail functions as well as reporting and application support.
They will be responsible for the hiring and evaluation process for support staff in their assigned centers and departments. The individual must have the ability to function in an autonomous manner and collaborate with physician leadership as well as other peer supervisors/managers to ensure optimal delivery of patient care services in a fiscally responsible manner. Responsibilities include working with, communicating, directing, planning, organizing, financial/operational monitoring, and integrating group practice operations to facilitate the delivery of cost-effective, high-quality healthcare and retail services in an ever-changing environment. It is expected that results are achieved with accountability and effective collaboration with appropriate matrix partners. The Operations Supervisor will report directly to the Operations Manager and serves as a resource for internal and external customers by utilizing several resources established by company policies, protocols and guidelines to ensure delivery of high-quality care.
Business Hours: M-F from 730am to 430pm. The position will need to do some unplanned work after hours, weekends, and holidays, such as handling sick calls, arranging coverage, etc.
Locations: This position manages the retail optical shops in 8 of the ENCG clinics across the metropolitan Phoenix area, so will need to make regular rounds to these centers. Specifically, Sun City, Paseo, Paradise Valley, Westridge, Phoenix Central, CJ Harris (Tempe), Stapley, and Chandler locations. The home office will be the Phoenix Central location.

MINIMUM QUALIFICATIONS

• Arizona Optician License required.
• Experience in healthcare and knowledge of the delivery of healthcare.
• Experience managing in a profit and loss business environment.
• Experience in a retail optical environment.
• Ability to manage diverse employees.
• Demonstrated leadership and management skills.
• Excellent communication, leadership, teambuilding, and quantitative analysis skills.
• Ability to develop strategies and plans to meet customer needs; develop clinician relationships; manage and support values and vision.
• Basic computer skills required with knowledge of Microsoft Applications.
• Good time management and organization skills.
  If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

• Oversees the operations of their assigned Departments to ensure smooth and efficient patient care management and provision of quality patient care delivery.
• Manages Departments to ensure patient and employee satisfaction while promoting safety and retention. Serves as a real-time resource and provides managerial expertise for staff and physicians for problem solving on patients, processes, and issues impacting a patient/customer.
• Develop and maintain a business/management approach to track, monitor, communicate and achieve established goals/targets in the areas of: (a) employee satisfaction, (b) customer satisfaction, (c) quality, (d) compliance and (e) financial results.
• Provide effective leadership for Team/Staff by establishing open communications, mentoring, training guidance, and articulating clearly defined goals, objectives and strategies.
• Coordinates quality initiatives and process improvements. Aligns and manages to metrics.
• Develops leadership skills among staff including communication, decision making, problem solving, critical thinking and employee engagement. Leads the development of staff and supports career advancement opportunities. Functions as a role model and encourages staff to participate in their own development.
• Facilitates regular staff/team meetings with focus on ENCG Strategic initiatives.
• Responsible for selection, orientation, on-boarding and retention of staff/team. Demonstrates leadership through coaching, frequent check-in meetings, corrective actions, and development opportunities to create a culture of learning.
• Provides for operational resource management including but not limited to staffing and optimal department productivity and efficiency, supplies, and equipment.
• Serves as a liaison between department personnel, clinicians, center administration, and Senior Leadership.
• Establishes goals for staff/team which are measurable and align with the company’s strategic plan and initiatives.
• Works collaboratively with Operations Manager to prepare capital equipment, staffing, and facility budget.
• Analyzes expense reports and budget variances.
• Follows up on customer/patient complaints in a timely manner.
• Participates in the development and review of company and department policies, procedures, and SOPs as needed to promote and provide quality patient care, efficient processes, and customer service.
• Responsible for tracking of staff licensure and training to comply with Federal & State regulations and HCCR guidelines. This will include VSP and EyeMed credentialing (CAQH).
• Participates in the education, role development and orientation of staff/team. Promotes/supports growth of staff/team through coaching and mentoring when appropriate.
• Effectively manage staff/team through change processes; stressing an entrepreneurial/innovative approach in creating a collaborative team and group practice.
• Participation on committee teams as deemed necessary.
• Accountability on a 24-hour basis for routine operations and problem-solving of the departments.
  NOTE: The above is intended to describe the general content of the requirements of this position and are not intended to be and exhaustive statement of duties. Specific tasks or responsibilities will be documented as outlined by the incumbent’s immediate supervisor.