HVI Business Operations Manager - University of Maryland Medical System

Located in Largo in the heart of Prince George’s County, our new state-of-the-art regional medical center (UM Capital Region Medical Center) will provide improved access to primary and ambulatory care services, and serve as a tertiary care center for critically ill patients. In addition, our new space will allow us to expand our offerings as a community partner to help improve the health status of Prince George’s County residents.

POSITION SUMMARY

Reporting to the HVI Senior Director/ VP, and in collaboration with department leadership chairs and clinical/ administrative leaders, the HVI Business Manager is a member of the operations team and accountable for the integration of UM Capital’s strategic plans and the delivery of HVI services. This position will assist leadership in the evaluation and administration of business objectives including financial prudence, operational efficiency, regulatory compliance, service line growth, and data analytics. The Business Manager will support HVI systems of care in the procedural areas, surgical programs, ambulatory practices, and clinical programs of development. Specifically, the Business Manager is responsible for departmental business operations, to include patient access, financial management, supply management and the implementation of policies and procedures that support the business operations. As a member of HVI’s leadership team, the Business Manager will work closely with HVI and Cap Region Senior leadership to evaluate, develop, implement, and sustain leading practices for a comprehensive heart and vascular institute, leading to service line expansion and growth opportunities.

PRIMARY RESPONSIBILITIES:

I.         Financial Management

a.   Manages and audits billing processes and charges for procedures and clinic appointments.

b.   Prepares analysis of supply variance reports to ensure accurate supply budgeting.

c.   Supervises and coordinates annual inventory in conjunction with nursing and the Finance Department.

d.   Develops proformas to support capital equipment requests.

e.   Prepares annual capital requests for the HVI in conjunction with HVI Sr. Director and clinical leaders.

II.        System Maintenance

a.   Maintains accurate physician credentials in conjunction with MAO. b.   Maintains the HVI dictionaries and charge master updates in Epic.

III.       System Development

a.   Responsible for coordination and implementation of Epic upgrades.

b.  Implements new services and technological advancements c.   Increases personal knowledge of the system capabilities.

d.   Participates in validation and build processes of informational systems including charge capture and validation functions (e.g. EPIC, Radiant, Optime, Clarity and Workbench reporting).

IV.       Program Development and Support

a.   Responsible for marketing and development of new and existing service lines within the HVI.

b.   Analyzes trends in market share and demand, primary service area needs, physician preferences and clinical practice.

c.   Applies trending data to develop short- and long-term action plans to enhance or maintain department profitability.

d.   Leads analytics functions of the department to promote data-driven decisions.

e.   Collects data and provides reports and analysis to administration, (e.g. utilization rates, volume reports, etc.).

f.   Develops new programs for data collection and statistical reports.

g.   Presents periodic and ad-hoc data and analytical reports to the HVI Steering Committee, departmental leaders and hospital executives concerning department performance.

h.   Develops process improvement procedures to address inefficiencies in operations administration of the HVI.

i.   Leads the practice in managing formal performance improvement initiatives.

V.        Operational Oversight

a.   Establishes operational priorities and activities to facilitate and support program success.

b.   Ensures overall coordination of operational priorities and activities with other UMMS/ UMCAP entities.

c.   Partners with allied services (IT, Clinical Engineering, Facilities, etc.) to maintain and optimize operational performance.

VI.       Communication and Training

a.   Serves as the liaison with product vendors for trials, product issues, implementation, and operational outcomes.

b.   Acts as a key resource for all information systems used in HVI and surgical services.

c.   Continually evaluates systems and processes for efficacy and efficiency. Eliminates or corrects ineffective processes.

VII.     Supervises the Non-clinical HVI Staff

a.   Provides oversight of staff scheduling, payroll administration and the processing of evaluations.

VIII.    Performs related duties as assigned.

ESSENTIAL FUNCTIONS:

I.         Customer Service

a.   Greets customers in courteous, friendly, respectful and professional manner at all times, including maintaining eye contact when appropriate.

b.   Follows communication protocols to both internal and external customers, including introducing him/herself with job title and experience, asking open ended questions, such as “How may I be of help to you?”  Using the customer’s name as soon as it is learned.

c.   Responds promptly and appropriately to customer questions/concerns/complaints and attempts immediate resolution.

d.   Keeps customer’s information confidential, including public places such as elevators or the cafeteria.

e.   Aids and offers immediate assistance, including finding someone else to meet the request, if unable to do so him/herself. Introduce other staff to customers when a hand-off occurs and explain that the person will provide excellent service.

f.    Demonstrates commitment to excellent service recovery when a customer’s expectations have not been met.

II.        Commitment to Co-Workers

a.   Aids colleagues and other departments when requested.

b.   Takes responsibility for solving problems regardless of origin; completes assignments, and respects deadlines.

c.   Resolves conflict directly with colleagues and seeks assistance from others if the issue cannot be resolved. Refrains from criticism in public.

d.   Mindful and respectful of others’ time and schedules. Attends meetings on time and communicates any absences.

e.   Provides co-workers with a status report for continuity of workflow when planning to be out of the office, off the unit, or away from the department

III.       Communication Etiquette

a.   Respectful, courteous and professional in all forms of communication and follows facility’s service communication protocol in all interactions.

b.   Refrains from use of personal cell phone in patient care areas and keeps usage to a minimum at all other times while on duty.

c.   Does not text or use e-mail during meetings (except for exigent or emergency situations).

d.   Limits use of business cell phone during meetings (remain on vibrate and/or calls go to voicemail).

e.   Makes every effort to answer telephone calls within three rings, introducing him/herself,

department and title (if appropriate). Asks permission before placing the caller on hold or using the

speakerphone. If caller is transferred, gives the caller the extension number of the person he or she is being transferred to. Offers further assistance to the caller upon completing the conversation.

f.    Maintains an appropriate voicemail message and when away from the office has an out-of-office email message that is brief, current, and includes name and department and offers the caller options if possible.

g.   Returns email and voicemail messages promptly but no later than within one business day (24 hours).

h.   Always mindful of voice and language in public.

IV.       Self-Management

a.   Reports to work appropriately groomed and in compliance with the Hospital’s dress code. Wears identification badge at all times at chest level and facing outwards so identification is clearly visible.

b.   Completes all assignments within deadlines or negotiates alternative actions and time frames in order to achieve desired outcomes.

c.   Completes mandatory, annual education and competency requirements.

d.   Follows UMCRH safety, infection control and employee health standards.

e.   Demonstrates responsibility for personal growth, development and professional knowledge and competency.

f.    Adheres to all UMCRH and department policies and procedures, including Code of Conduct and professional behavior standards. Does not exceed Hospital guidelines in reference to attendance, punctuality, and use of sick and unplanned absences. Provides notification of absences, lateness and vacation requests according to department guidelines. Respects length of time for lunch and break times.

g.   Reviews, signs, and adheres to UMCRH and/or departmental confidentiality statement.

For Supervisory Positions Only:

This position supervises jobs that are:

• Service
• Admin. Support
• Technical
• Professional
• Supervisory

Supervisory responsibilities typically include:

• Evaluating Job Performance
• Disciplining/terminating
• Scheduling – Work/Time Off
• Interviewing/Hiring
• Coaching/Mentoring
• Directing/Assigning/Reviewing Work
• Training/Developing

Approximate Number of Employees Supervised:

Exempt (Salaried): X                                               

POSITION REQUIREMENTS:

Licensure/Certification/Registration

Required: NA

Other: NA

Education/Knowledge 

Required: Bachelor’s degree in health management, business or related field. Master’s Degree preferred.

Applicable Experience

Experience (years):         Required:  4 years       Preferred: 5 - 7 years

Requires four years financial management experience in a clinical services environment preferably in a hospital setting. More than 5 years preferred.

Technical/Clinical Skills

Microsoft Office Suite Skill Level:

• Word: Intermediate                                       
• Excel:  Intermediate
• PowerPoint:  Basic                                         
• Access:  Basic

Working knowledge of ICD10 (Medical Coding)

Basic knowledge and working experience with Medical Terminology

Communication Skills & Abilities

Select highest applicable level: Exchange Information on Factual Matters

Problem Solving/Analytical Skills & Abilities:

Professional/Supervisory

All your information will be kept confidential according to EEO guidelines.