Assistant Operations Manager, Eye Care Services Clinical Operations and Optical Services

In addition to the responsibilities below, this position is also responsible for supervising the use and maintenance of equipment, supplies and medications; supervising clinical staff in accordance with clinic policies and physician instructions; and/or performing patient care as necessary to maintain clinical expertise, competency and licensing necessary to fulfill job responsibilities and to direct the provision of care on the unit; coordinating and monitoring daily operational activities involving patient care management; responding to escalations to improve the operation system process performance; implementing patient/member care delivery systems and practice standards to ensure member satisfaction and quality of care; supporting the investigation and resolution of patient/family/member concerns regarding patient/member care and services; connecting with physicians, outside health care providers, and other health care team members to achieve optimal patient care across the continuum; coaching others on how to conduct quality assurance tasks for incoming and outgoing optical products; supervising research and implementation of retail merchandising strategies and product trends; allocating resources in clinical areas to ensure alignment among assignment, utilization, and financial performance; implementing cash control policies and identifying opportunities to decrease costs and improve service; assuming accountability for maintaining a teams budget and expenditures; supervising and supporting the implementation of retail sales strategies targeted to the membership served in order to meet revenue growth, service targets, and improve resource utilization; implementing research efforts on and demonstrating awareness of major optical competitors, local marketing, and product trends to determine marketing plans; to address member questions or concerns; and guiding others on selling products and services.

• Recommends developmental opportunities for others; builds collaborative, cross-functional relationships. Solicits and acts on performance feedback; provides team members with feedback; and mentors and coaches to drive performance improvement. Pursues professional growth; provides training and development to talent for growth opportunities; supports execution of performance management guidelines and expectations. Implements, adapts, and stays up to date with organizational change, challenges, feedback, best practices and processes. Fosters open dialogue, supports, mentors, engages, and motivates team members on collaboration. Delegates tasks and decisions as appropriate; provides appropriate support, guidance and scope.


• Supervises and coordinates daily activities of designated work team or unit by monitoring the execution and completion of tactical action items and work assignments; ensures all policies and procedures are followed. Aligns team efforts and standards, and measures progress in achieving results; determines and carries out processes and methodologies; resolves escalated issues as appropriate. Develops work plans to meet business priorities and deadlines; coordinates, obtains and distributes resources. Removes obstacles that impact performance; identifies and recommends improvement opportunities; influences teams to execute in alignment with operational objectives.


• Conducts budgeting and financial planning by: monitoring that financial revenue and expense targets are met and taking corrective action if off-course; implementing and supporting policies, procedures, and monitors that achieve accountability for cash control, product inventory, and service equipment; maintaining awareness and identifying opportunities of the financial performance of optometry and/or the optical stores in an assigned area; and promoting a cost-conscious culture.


• Ensures standardized care delivery by: supervising complex work streams with significant program impact; and evaluating performance to implement strategic initiatives; maintaining partnerships with physicians/providers and subject matter experts and service area leaders; utilizing data and analysis to inform the development and implementation of plans; coordinating and monitoring daily operational activities involving patient care management; supervising multidisciplinary clinical team(s) and holding team accountable for performance; helping implement emergency preparedness programs; assuring the teams emergency preparedness and that staff are trained and know what is expected during and after an emergency; and coaching the team and monitoring implementation and performance on daily operations and new initiatives to meet business line objectives.


• Supervises operations to support patient care by: facilitating team, meetings, and/or management decisions and identifying action items; analyzing standardized and ad hoc data and assuming accountability to achieve teams department performance targets; interpreting data, and taking action to meet department performance goals; supervising human resources including recruitment and recommendation for selection and promoting active recruitment; responding to union requests for information or grievances and escalating and/or resolving as needed and establishing relationships with labor management partnerships (LMPs) and labor relations; conducting survey readiness activities, including mock rounds and mitigating issues, to maintain compliance and regulatory standards and delivering requested audit documentation, information, and reports; and assuming accountability for maintaining and meeting their teams budget and expenditures and entering payroll, and identifying and developing plans to mitigate budget variances.


• Ensures member service and quality by: ensuring member satisfaction by supervising the provision of a high level of quality of patient service and care; supporting team measurement efforts of member satisfaction with clinical and/or optical services, and utilizing the resulting feedback to drive improvements within the organization; supervising the maintenance of the quality of care provided to members through an ongoing quality assurance program; coaching others on how to conduct quality assurance for clinical and/or retail departments; and supervising and ensuring the resolution of member complaints, concerns, and requests for information, including service recovery and refunds if applicable.


• Supervises improvements to operations and technology processes by: planning and supervising the work of teams on strategic projects designed to remediate issues and improve quality, service, affordability, and/or operating efficiency; responding to escalations to improve the performance of operations system processes; and implementing performance metrics to track the success of strategic improvement projects.