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Operations Director
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Who is LYP Health Management?
LYP Health Management aspires to be the most sought-after
thought leaders in the health care service industry - a vision that is swiftly
materializing. The acronym “LYP”, stands for "Love Your Patient,"
represents our steadfast commitment to patient care. Operating as a tech
enabled BPO service provider, our central emphasis is on delivering Contact
Center support, alongside a range of compliant services, to an array of
clients, spanning from individual practices to expansive health systems. It is
this authentic passion for caregiving that sets us apart as the preferred
choice for healthcare establishments striving to fulfill their patients'
requirements.
Winning with Culture
When you join LYP, you become part of our family. And being
part of this family means we embrace each other’s individuality and work as a
team because we know we are better together. Our work is a calling, where we
find joy in assisting patients and fulfilling their needs. We get to solve
problems creatively, because we are empowered to embrace our unique skills and
collective experience. We focus on acceptance in each other and transfer that
support and openness to the patient. LYP leads with the heart, and in so doing
cares compassionately for all of those around us, whether client, teammate, or
patient.
Job Purpose
The Director of Operations will be responsible for driving
LYP strategic business initiatives, ensuring successful service delivery for
our clients and continually raising the bar of our operations. The ideal
candidate ensures LYP core values and Client service level agreements (SLA’s)
are at the core of day-to-day operations and embraced by the leadership team.
The ideal candidate is an experienced, well rounded ‘hands-on’ leader,
comfortable communicating at all levels of an organization both internally within
LYP and externally with our clients.
Essential Functions
·
Ensures Operations team manages the policies and
procedures for the business office an ensures all office activities comply with
HIPAA standards and government regulations.
·
Monitors the efficiency of the Operations
department and suggests and implements changes to improve overall performance.
·
Ensures that patient transactions are handled in
an accurate and efficient manner.
·
Through successful service delivery and SLA management,
ensures client satisfaction and retention. Partners with various support
departments to facilitate client growth and expansion. Able to develop business
cases and lead credible discussions with clients to articulate the LYP value.
·
Oversees organizational adherence with LYP
processes, policies and best practices. Challenges the status quo and
identifies opportunities to improve quality, efficiency, and results. Manages
with Contact Center expertise., knowledge, tools, and balanced scorecards.
·
Leads by example fostering a positive work environment
in which employees professionally develop, grow, and retain. Responsible for the
ongoing professional development / evaluation of direct reports, accountability,
and succession planning.
·
Able to inspire and rally a team to quickly
resolve challenges. Builds leadership bench strength through individual self- accountability,
training and coaching. Develop a culture of continuous improvement. Identify opportunities
for improvement, determines the root-cause of problem areas, analyze data and
solutions.
·
Supports other departments in the organization
by providing insight, data analysis, and operational expertise. Able to drill a
P&L to the line-item level and have a clear understanding of operational
action financial impacts.
·
Directs, leads, and oversees employees in
accomplishing work objectives. Coaches, motivates, rewards and recognizes employees.
Sets clear goals, objectives and expectations while holding employees accountable
for achieving results.
·
Responsible for client/account success; ensuring
metrics and quality are being met by operations team on assigned accounts.
·
Responsible for client/account financial
success; ensuring effective coaching and leadership for sustained quality.
Accountability
·
Ensure Operations Managers are utilizing tools
such as Associate scorecards, client statistics, attendance trends and quality
in their check-ins, coaching and annual reviews with each Supervisor. Audit Operations
Managers monthly for compliance
·
Review stats weekly with internal department
leaders to ensure Service Levels are met; partner to ensure delegation and training
occur within operational staff for optimal performance on each client account
·
HRIS: Turnover/Attrition management
·
Operation Manager/ Supervisor performance/
Associate performance
Technical Proficiencies
·
Multitasking while utilizing various key
information systems for monitoring the operations of the Contact Center. This
includes by is not limited to:
o
Contact Center dashboards
o
HRIS
o
Scheduling Software
o
SharePoint
o
Office365
o
EHR/EMR for multiple clients
Education and Experience
·
Bachelor’s Degree or equivalent work experience
·
7 years’ experience in an Omni Channel Contact
Center, with a minimum of 5 years in a supervisory role leading a team
HIPAA
·
Specific HIPAA/Compliance company policies must
always be followed during employment
o
There is a duty to report any violation; it is
the responsibility of each employee to seek guidance, training and retraining
when needed.
·
Required completion of annual HIPAA retraining when
scheduled
·
Mandatory HIPAA/compliance meetings as needed
·
Documentation and equipment should remain in its
designated location and should not unnecessarily transported as detailed in
Usage Agreement
Benefits of working at Love Your Patient
·
Be part of a fun, awesome team
·
9 paid holidays
·
401K Retirement with matching contributions
·
Excellent medical, vision, and dental insurance
·
Life insurance and disability insurance
·
Unlimited PTO
Working Conditions
This is a hybrid in-person, professional office environment.
You will routinely utilize standard office equipment such as computers, phones
and copiers.
Physical/Mental Demands
Use hands to manipulate, handle, feel, and control items or
equipment; talk and hear; see and be able to read, write, and interpret written
documents; occasionally lift and move objects weighing up to 25 pounds. Must be
able to meet these requirements with or without reasonable accommodation.
We are proud to be an equal opportunity employer and
will not discriminate against an applicant or employee based on age, sex,
sexual orientation, gender identity, race, color, creed, religion, national
origin or ancestry, citizenship, marital status, familial status, disability,
military or veteran status, genetic information, pregnancy or any other
characteristic protected under applicable law.