Manager Pediatric Support Center

• Full-Time/Benefits Eligible
• Monday - Friday - 40 hours per week/some weekends/evenings required
• Westerville, OH

POSITION SUMMARY:

The Manager Pediatric Support Center is responsible for the daily operational, administrative and people leadership of COPC’s Pediatric Support Centers. These Centers extend primary care access including evenings and weekends, providing timely, high-quality acute care while reducing unnecessary Emergency Department (ED) and Urgent Care utilization. This role ensures appropriate acuity-based care delivery for adult and pediatric populations, seamless continuity with Primary Care Providers (PCPs), strong operational performance, and alignment with COPC’s value-based care strategy. The Manager serves as a key liaison between internal clinics, providers, ancillary services and the Central Business Office.

POSITION(S) SUPERVISED: Supervisor PSC, PSC Clinical and Clerical Staff

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provide end-to-end operational leadership for Pediatric Support Centers (PSCs) multiple locations; oversee daily operations including patient flow, facilities and equipment readiness; ensure the clinic is safe, run efficiently, and patient ready.

• Lead and develop high-performing teams at the PSCs, including interviewing and selecting new employees, coaching, training, professional development, conflict resolution and disciplinary action and follow-up; ensure completion of timely performance reviews and related actions for direct and indirect reports ensuring goal attainment.

• Lead onboarding and on-site training for providers and staff across PSC sites; oversee provider and staff scheduling to ensure appropriate coverage for all shifts, maintain productivity and acuity alignment.

• Serve as an example for direct and indirect reports and collaborate with other departments and staff to build relationships.

• Review timecards, paid time off requests and scheduling, being mindful of overtime utilization across staff and manage in accordance with department standards and budget adherence.

• Oversee workflow and processes that provide optimal support for patients and providers, maximizing efficiency, productivity and ideal patient outcomes.

• Partner with other departments to achieve business objectives and promote cross functional teamwork.

• Collaborate with internal and external stakeholders to support program goals and operational execution.

• Provide accountability to all PSC teams to uphold high standard of care to ensure PSCs operate as true extensions of PCP practices.

• Address and resolve escalated patient and/or caretaker’s concerns while fostering a compassionate, service-oriented environment.

• Drive practice alignment with corporate strategy and initiatives intended to improve operational success, including but not limited to quality and financial success.

• Develop and oversee budget, volume and resource utilization review processes including regular assessments and reporting of financial and operational metrics to Executive Leadership Team (ELT) monthly and partnering with revenue cycle on best practices.

• Maintain reliable, clear, and consistent communication to keep PCPs informed of visits, treatments, and follow-up needs.

• Conduct purposeful meetings with Operations Managers (OMs) and healthcare providers, focusing on delivering on the goals of the practice, COPC and COPC’s shareholders.

• Implement system enhancements, assess and optimize workflows as necessary, and share best practices to optimize healthcare processes.

• Proactively identify, address and escalate (when necessary) potential risks to providers and the site.

• Promote a culture of safety, inclusion, accountability and continuous improvement.

• Other duties as assigned.

QUALIFICATIONS:

Education, Licensures, Certifications & Experience

• Required: Bachelor’s Degree in Healthcare Administration, Business Administration or other relevant field; or an equivalent combination of education and experience.

• Required: At least five (5) years of experience in healthcare operations, clinic management and/or acute/ambulatory care.

• Required: Demonstrated prior experience leading teams in a clinical environment.

• Required: Active Ohio driver’s license with the ability to travel throughout COPC’s service area.

Knowledge, Skills & Abilities

• Ability to learn new technologies and business concepts.

• Extensive knowledge of best practices regarding reporting, workflows, policies, procedures, systems, and culture in the healthcare environment.

• Extensive knowledge in all aspects of practice management including medical office policies/procedures, administrative operations and workflow optimization, revenue Cycle management, regulatory compliance and people management and workforce needs

• Ability to work and function in a complex healthcare environment with matrixed reporting relationships.

• Proficient in Microsoft Office applications (Outlook, Excel, Teams, etc.) and Electronic Health Records (Epic preferred).

• Strong analytical, problem-solving skills.

• Strong organizational skills, stakeholder engagement skills and customer service orientation.

• High functioning team skills, including active listening and rapport building.

• Excellent written and verbal communication skills, especially the ability to communicate effectively in stressful situations; ability to communicate with stakeholders at all levels and strong ability to communicate effectively with executive level management.

• Ability to identify opportunities for automation to elevate overall work level of teams.

• Ability to identify, document, resolve and/or escalate issues.

• Self-disciplined, energetic, passionate and innovative.

• Travel between multiple locations on short term notice required.