Market Manager

Description

The Market Manager is responsible for developing, coordinating and directing the ongoing day-to-day operations and activities for multiple-physician sites in a specific market(s). Develops and oversees the operational strategies for clinical products, programs and services. Ensures day to day operations of the clinics (and/or ASC) run smoothly.  This role may also focus on business development and organizational growth for the region.

Essential Functions: 

People, Culture and Leadership Development:

1. Accountable for providing leadership, staff development and management of key services in accordance with policies and procedures and current federal, state, and local standards, guidelines and regulations. Manage Site Leaders including hiring, training and development, and coaching. Maintain site productivity measurements and reports status monthly.

2. Work with Site Leaders to drive improvements in employee Net Promoter Score (eNPS), which may includes developing action plans, communicating results and performing 1:1s.

3. Own new doctor and provider on-boarding 

4. Conducts personnel performance evaluations for Site Leaders and initiates personnel actions, such as merit increases, promotions, transfers, disciplinary action, and terminations.

5. Proactively plan market level workforce management in conjunction with growth

6. Effectively communicates departmental, organizational, and industry-specific information to staff

7. Demonstrates the ability to communicate the organization’s mission, vision, and values, as well as departmental goals, to all staff. Provides consultation, counsel, and guidance to key personnel, (i.e., managers and supervisors) and encourages participation in developing department objectives, policies, and procedures

Patient Experience and Operational Excellence:

8. Drives high level customer service both in his/her own personal interactions with employees, patients and business relationships but also drives service excellence through the market.

9. Focuses on excellent clinical outcomes in the performance of all services rendered.

10. Creates exceptional care environments both for the patients who receive services there but also for the employees that work in those environments.

11. Participates in processes improvement and development in the organization. Collaborates with other departments to create systems and problem solve ongoing issues that impact departmental/ organizational goals and patient care delivery.

12. Cultivate a culture of continuous improvement which means taking ownership of local systems and processes that will not only enhance the patient experience but also fiscally balanced

13. Demonstrate a clear understanding of regulations applicable to patient care and other department functions. Monitor compliance with regulatory agencies

14. Work to document standards and protocols that can be leveraged throughout the organization

15. Ensure local implementation of corporate initiatives and may be asked to manage corporate projects

16. Accountable for the market’s patient experience and reputation management

17. Provides oversight and direction for all projects related to clinical products and services within assigned region. Assists in planning and developing programs and proposals to support current or new programs.

18. Establishes and implements policies and procedures, standards of performance, and quality assurance program consistent with and complementary to that of the organization.

Strategy and Planning:

19. Develops market level strategic operational planning including staffing, fiscal management, goals and objectives. 

20. Assists the Regional Director/VP of Operations in strategic planning and implementing organizational procedures and processes, including analysis of opportunities for expanding lines of business. Assist in the scoping and designing of new facilities, remodeling of current facilities and supporting the overall operations.

21. Develops short- and long-term goals and objectives consistent with organization philosophy.

Deliver Fiscal Commitments

22. Ensure sites within the market are meeting profitability goals

23. Work on ways to reduce expenditures and enhance revenues without compromising quality of services.

24. Demonstrates fiscal accountability for market resources and the ability to achieve outcomes within allocated resources. 

25. Develops capital and operating budgets. Monitors budgets and takes corrective action when necessary, including administrative cost centers. Evaluates and justifies operating needs and purchases. Approves requisitions and purchase orders.

26. Work with Sales to achieve growth targets

27. Build and deliver market level strategic plan

Requirements

1. Bachelor’s Degree in Health Care Administration or Business Administration required. Advanced degree or training preferred.

2. At least ten years of progressive responsibilities in healthcare administration or operations, preferred. At least five years of management experience in a multi-site practice preferred. 

3. Excellent organizational skills and excellent communication, both written and verbal.

4. Ability to plan, organize, develop, implement and interpret the programs, goals, objectives, policies and procedures necessary for providing quality care and maintaining a sound operation.

5. Ability to review and project globally for the overall planning of all assigned areas.

6. Experience and ability to work in and/or create a team-oriented, collaborative environment.

7. Ability to develop, implement and monitor multiple projects.

8. Proficient with computer/computer applications, including preparing financial data/reports.

9. Must be flexible and manage change easily with the ability to work positively within a continually changing and diverse environment.

10. Proven analytical, problem-solving, prioritization and task-execution abilities in a high-pressure environment.

11. Requires strong customer service orientation.

12. Ability to successfully and positively interact with all levels of individuals including field staff, physicians, executives and joint venture partners. 

13. Travel required to locations within the Market. Expected to have a physical presence to ensure credibility.

14. Ability to successfully and positively interact with Doctors and Providers is essential