Under the supervision of the Director of Occupational Health, the Clinical Operations Manager is responsible for the business administrative and operational activities of Harvard's Occupational Health Services (OHS) clinic. This includes oversight and management of administrative support staff, planning and monitoring the department budget, creating and maintaining key performance indicators, overseeing referral management, managing access to care for university employees, and ensuring effective and efficient clinic workflows are established and sustained. The Clinical Operations Manager has overall responsibility for ensuring that operating systems are in place to support an outstanding customer experience and a workplace where all staff are thriving. In addition to direct clinic functions, the Clinical Operations Manager works collaboratively with leadership throughout the organization on projects that directly impact organizational goals and priorities.

Position Description

• Facilitate and enhance the delivery of patient care.
• Drive the mission goals and objectives of OHS.
• Lead and participate in process improvement initiatives.
• Demonstrate an exceptionable ability to listen without bias, think critically to discern the key salient points.
• Facilitate business needs assessments, identifies new vendors, and manages contracts in collaboration with the Director of Occupational Health. 
• Manage all clinical operations, including facilities management, office systems, budgeting, and records management and retention. 
• Develop and review department budget in relation to OHS department and performance needs.
• Develop, implement, and evaluate occupational health-related policies and procedures.
• Provide direct supervision to OHS administrative staff, including recruitment and orientation of new staff, creation of ongoing training and professional development, coaching and counseling and evaluation of performance. Collaborates with HR as necessary.
• Lead and participate in administrative functions, including answering and triaging telephone calls for patient care matters, being an information resource for members of the university, chart preparation for clinical care, keeping inventory of medical equipment and supplies, and functioning as a liaison between physicians, patients, and staff.   
• Develop, monitor, and implement performance and service standards through use of Key Performance Indicators (KPIs) 
• Provide routine reporting on practice operations to the Director of Occupational Health.
• Provide and analyze data to improve performance in the areas of people, quality and safety, delivery and service, cost, and growth.
• Collaborates with the Director of Occupational Health to ensure effectiveness of processes and operations.
• Monitor clinical operations and proactively cultivate a patient-centered environment that ensures consistent high-quality care and an exceptional patient experience.
• Promote team-building and effective communication at all levels.
• Manage the development of a functional schedule for administrative support staff and clinicians working in clinics.
• Manage payroll records of OHS clinic contract staff. Manage attendance records for staff.
• Lead planning and implementation of new and special programs and procedures to meet changing needs.
• Function as project manager for implementation workstreams as assigned by the Director of Occupational Health.   
• Perform and document nursing procedures in accordance with the clinician’s orders.
• Perform special projects as necessary or as requested by the Director of Occupational Health.
• Facilitate regular staff meetings to keep staff informed of department and organizational updates and events, initiatives and process changes and convey information to staff.
• Develop and maintain a master OHS staff certifications and training log to ensure licensing requirements.
• Complete and comply with OHS training requirements including privacy and security.