Operations Lead, Express

Job Summary

In partnership with the Clinical Manager, Express Medical Director, and Supervising Physicians, the Operations Lead supports the successful management, operation, and growth of Excelsior Express across multiple locations. The Operations Lead serves as a working leader, balancing direct patient care responsibilities with operational leadership duties, including provider support, workflow optimization, staff development, and departmental initiatives. Administrative time will be allocated commensurate with operational responsibilities, staffing needs, and organizational priorities.

Duties and Responsibilities

• Demonstrate our Core Values of being Patient Centered, Team Focused, Service Driven, Accountable, and Innovative every day
• Provides day-to-day operational leadership and serves as the first point of contact for provider scheduling, workflow concerns, and operational issues, escalating matters to the Clinical Manager as appropriate.
• Perform all clinical duties of a Physician Assistant
• Manage team of PA and NP direct reports at multiple locations who are assigned to Express
• Co-lead operational meetings
• Schedule and facilitate Express team meetings as needed to ensure effective communication
• Develop strong interdepartmental teamwork to meet the needs of the patients and physicians
• Work closely with operations to ensure smooth workflows resulting in meeting or exceeding quality and efficiency metrics
• Build and maintain a positive communication flow with physicians and work as a team to enhance the success of Express
• Work closely with Human Resources to interview, select and train new clinical staff
• Monitor, coach, develop and evaluate performance of staff on an ongoing basis
• Assure customer/patient satisfaction is met; monitor patient satisfaction feedback and contribute to the process of resolving complaints and service issues
• When necessary, work closely with Patient Advocate to understand patient dissatisfaction and identify opportunities to be communicated to all staff as a learning opportunity
• Write and manage all staffing schedules for multiple locations; analyze volume trends to determine appropriate staffing levels at each location and make staffing recommendations accordingly
• Attend continuing education courses as requested
• Regularly review processes, recommend, and implement improvements/changes that enhance patient satisfaction levels and/or increase team member job satisfaction
• Perform any other duties assigned
• May require travel to other locations