Role Overview

The Operations Manager for Central Highlands Healthcare (CHH Ltd) is responsible for the smooth, efficient and effective day-to-day operations of a large and busy General Practice. Duties include but are not limited to, managing staff, optimising patient and staff workflows, contributing to the practice’s financial health ensuring compliance with policies and standards. The Operations Manager works closely with the members of the Leadership Team and the Chief Executive to ensure the outcome goals and aspirations of the CHH Board are met.

Core Responsibilities

Staff Management

· Recruiting, hiring, on-boarding and training of non-clinical staff

· Supervising and managing staff performance

· Developing and implementing staff schedules

· Handling HR Matters (in conjunction with the Chief Executive) including performance reviews, discipline matters and terminations

Operational Efficiency

· Ensuring smooth and efficient workflows, including appointments, patient flow and documentation for both Emerald Medical Group (clinical) and Emerald Employment Medicals (commercial)

· Implementing and evaluating new or revised processes

· Ensuring compliance with relevant regulations and policies

· Oversight of contract management processes.

· Managing allocation of clinical and non-clinical spaces using a booking system.

· Event planning and management as required

Financial Management

· Supporting the Finance Officer in managing the practice finances

· Ensuring accurate and timely record-keeping and billing

· Contributing to and collating financial reports for the CE

Quality Improvement

· Identify and implementing quality improvement initiatives that improve patient care

· Monitoring practice performance against key indicators and targets

· Ensuring a safe and effective workplace environment

Communication and Collaboration

· Facilitating effective communication between staff, patients and other stakeholders using a range of media.

· Working collaboratively with the CHH Leadership Team and other members of the practice team

Community Engagement

· Ensuring ongoing community engagement activities are effective and affordable

· Contributing to the CHH services and initiatives aimed at meeting ACNC obligations.

· Managing patient relations – responding to concerns, complaints in a timely manner

Skills and Experience

Essential

· 5 years of experience as Practice/Operations Manager or an equivalent role in a busy General Practice or similar setting with a focus on customer service and effective patient flows.

· Good team building, communication and negotiation skills with both internal and external stakeholders.

· High level of financial literacy relevant to a rural General Practice setting and the ability to generate quality corporate reports for the consideration of the Chief Executive and the CHH Board.

· Experience in the use of, and troubleshooting for, general business systems

· Relevant corporate compliance, regulatory and governance experience and insights.

Desirable

· Post graduate qualification in a related field of health service management and/or financial management

· Knowledge of state and federal funding mechanisms relevant to rural General Practice; Medical Benefits Scheme (MBS), Pharmaceutical Benefits Scheme (PBS)

· Project management knowledge and skills

Application

· Please submit comprehensive resume with one-to-two-page cover letter articulating suitability for the role