Supervisor, Operational Services - Atrius Health

Explore opportunities with Atrius Health, part of the Optum family of businesses. We're an innovative health care leader and multi-specialty group practice, delivering an effective, connected system of care for adult and pediatric patients at 28 practice locations in eastern Massachusetts. Our entire team of providers (physicians, PA/NPs and ancillary clinicians) works collaboratively with a value-based philosophy within our group practice as well as with hospitals, rehab and nursing facilities. Be part of our vision to transform care and improve lives by building trust, understanding and shared decision-making with every patient. Join us and discover the meaning behind Caring. Connecting. Growing together.

Under general management, supervises the staff and daily operations for Service Line operations typically at the Site of a small to mid-size single clinical area and provides management support. Establishes and maintains systems to ensure that patient service and clinical flow support organizational objectives. Assists with development, monitoring and management of department budgets.  

Note: The duties mirror those of the Supervisor, Operational Services II on a smaller scale of operations with more guidance and training provided.  This role will typically have supervisory oversight of 5-15 staff members (with a minimum of 2 FTE staff members required for exempt status). The role moves beyond day-to-day oversight of a nonexempt supervisor with the addition of duties such as budget, finance and management decision-making. Incumbents may regularly be the highest level supervisor available in the location for the department, sub-division or group and will function with an exempt level degree of autonomy in decision-making. At least 80% of time is spent on supervision/management duties of the recognized department or sub-division with the ability to function at an independent level with a significant patient impact.

Primary Responsibilities:

• Supervises the daily clinical support operations within area of responsibility, ensuring standards of access, service and costs are met.  Establishes a positive work environment. Works with team leads to ensure adequate clinical and support coverage within departments of responsibility.  Resolves problems and/or recommends solutions on Service and departmental issues. Keeps manager and/or Service Line updated on significant operational issues that require escalation
• Operationalizes Service Line and organization initiatives.  Develops with manager appropriate processes and ensure efficient and effective implementation at all phases of the patient care model defined by the Service Line
• Builds solid positive communications with physicians, nursing and works as a team with other Supervisor Operational Services to enhance the success of the Service Line and Clinical Practice at the Site
• Monitors operational policies, procedures and systems in accordance with established guidelines.  Works with team leads and assures appropriate staff coverage including back-up coverage  
• May provide back-up supervisory support for other areas and/or locations within or across region(s) on an as needed basis
• Supervises the expense budget for the area of responsibility and reports on variances.  
• Provides input and/or data into the Service Line budget development process
• Understands the Service Line business model and is a point of contact for Service Lines for updates on operations, service quality and patient satisfaction, implementation of initiatives, etc.  Provides suggestions and recommendations based on operational knowledge
• Develops team leads and staff by ensuring proper training and knowledge of Service Line processes, patient care model, performance excellence principles of improvement.  Serves as a role model for all staff
• Collaborates with Human Resources to ensure personnel policy development and communication to staff to achieve consistency in labor and employee relations
• Evaluates and monitors performance to standards as to patient flow, response to patient/staff inquires and requests, issue resolution, etc. and adjusts as necessary to enhance achievement of Service Line objectives
• Participate in the monitoring of inventory and procurement systems. Works with Building Services and Purchasing to secure supplies and equipment necessary to operations. In some departments may be responsible for on-going maintenance of clinical equipment
• Collaborates with nurse manager for regulatory training and compliance.  Coordinates cleanliness, orderliness and safety of working environment
• Performs other duties as assigned

Supervisory Responsibilities:

• Supervises small to medium group of non-clinical nonexempt staff (approximately 5-15 employees), without any subordinate leads or supervisors. Carries out supervisory responsibilities within areas of responsibility in accordance with the organization's policies and applicable laws. Provides direction and support to staff to assure departmental effectiveness and efficiency.  Responsibilities include interviewing, selecting, orienting and training employees; planning, assigning, and directing work; evaluating performance; rewarding and disciplining employees; reviewing personnel actions of subordinates and addressing complaints and resolving problems

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• Bachelor's Degree in appropriate discipline (or equivalent education, training or experience)
• Licensure for certain clinical positions
• Advanced Cardiac Life Support (ACLS) may be required based on specialty
• Knowledge of medical support functions in an ambulatory care setting, typically acquired through 3+ years of medical practice experience to include 1+ years as either a functional lead or providing direction and training of work and some aspects of performance management to lower level staff
• Demonstrated organizational, leadership and teamwork skills. Solid organizational and problem resolution skills
• Ability to use all electronic tools and applications relevant to the performance of the duties of the position, including but not limited to phone, keyboard, computer and computer applications
• Proven ability to perform all job functions in compliance with applicable federal, state, local and company policies and procedures
• Accesses only the minimum necessary protected health information (PHI) for the performance of job duties. Actively protects the confidentiality and privacy of all protected health information they access in all its forms (written, verbal, and electronic, etc.) taking reasonable precautions to prohibit unauthorized access. Complies with all Atrius Health and departmental privacy policies, procedures and protocols. Follows HIPAA privacy guidelines without deviation when handling protected health information

Preferred Qualifications:

• American Heart Association Basic Life Support (BLS) if the job is in a patient-facing clinical capacity

Working Conditions / Physical Demands:

• Busy office environment with frequent deadlines and interruptions
• Extended work hours at short notice may occur with reasonable frequency. Off hour and weekend assignments are expected

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $60,200 - $107,400 annually based on full-time employment. We comply with all minimum wage laws as applicable.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.