External Operations Manager Jobs in Litchfield, IL

Job Description

A program senior leadership role responsible for the Admissions Department’s leadership, strategy, customers, analysis and knowledge management, workforce, operations and results.

Serves as an Admissions standard, policies, procedures, and industry subject-matter expert and resource.
Schedule: In Office Monday- Friday and out in the field with the team- See Patients and complete admissions as needed.

Position structure

1. Reports to and managed by the Program’s GM

Leadership

• Develop nurse, liaison, program scheduler, and other admissions staff leadership skills through utilization of Admissions Training, coaching, mentoring, and modeling in remote and face-to-face interactions on weekly, daily, monthly, quarterly, and annual basis, and as-needed
• Collaborate with National, Division, Region, and Program leadership to successfully improve program performance, quality, and growth 
• Responsible for program’s successful rollout and sustainability of national, divisional, and regional initiatives within their program
• Lead by example through field coaching, account development, and community activities 
• Created a positive culture of growth and development 

Strategy

• Ensure Admissions Department has active and an actionable strategic plan documented in the system 
• Ensure program Admission Department actively collaborates with other program departments in development of strategies to ensure alignment 

Customer Service

• Develop a customer-service oriented Admissions Department by identifying and responding to the customer’s needs and wants by recognizing the customer is the center of VITAS business
• Review and provide guidance on program-related customer complaints.
• Support and develop quality improvement initiatives based on internal and external survey results and time in field  

MAKM (Measurement, Analysis, and Knowledge Management) 

• Admissions-focused process improvement project management for the program
• Admissions Performance KPI (Can change based on national direction):  
• Length of Intake/Same Day Admit
• Speed to Referral/Appointment
• Training Completion/Competency 
• Program Scheduler Performance/Quality 
• Exceed operating budget targets

Workforce 

• Program oversight and ensured adherence to standards and performance in the areas of: 
  • Training: Field Coaching, manage completion of required and ad hoc trainings, analyze need based on utilization of data tools, complete ongoing professional development, and is capable of group presentations (internal and external)
  • Staffing: Demand-based scheduling, productivity management, account development during working hours, and schedule creation
  • Recruitment: Monitor and manage initiatives, regular evaluation of FTE efficiently and with efficacy, ensure timely posting and hiring
  • Retention: develop, implement, and monitor retention initiatives, provide ongoing staff support, provided regular feedback through field coaching as part of required time in field, and implement company retention activities per standard 

Operations

• Compliance with AM required duties as here and within training materials
• Audits: Daily, weekly, monthly, quarterly and annual
• Monthly program, region, division and national meetings 
• Budget and operation expense and performance management 

Results

• Support a collaborative approach in achieving program, region, division and national Admissions related goals, KPIs and metrics.

Experience:

• 5+ years nursing preferred 
• 3+ years in a leadership/management role preferred 
• Hospice admissions experience preferred
• Ability to work on various assignments simultaneously
• Knowledge of industry policies and practices
• Ability to motivate and develop others
• Ability to communicate tactfully, both verbally and in writing, with program leadership, patients, families, managers, coworkers, and vendors to resolve problems and negotiate resolutions
• Proficient with technology with ability to adapt to new products and comfortable learning new technologies (i.e. Excel, MS Teams, OneNote, SharePoint, PowerBI, SharePoint, etc.)
• Demonstrates experiences of developing strategies and solutions to improve Admissions performance
• Ability to assimilate and analyze large amount of data/information to uncover business, quality and training needs within a data set 

EDUCATION

• Requires completion of accredited Nurse Practitioner program. 
• State licensure is also required.

Certification & Licensure:

• Current RN/NP license 

Physical Requirements:

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Benefits Include

• Competitive compensation
• Health, dental, vision, life and disability insurance
• Pre-tax healthcare and dependent care flexible spending accounts
• Life insurance
• 401(k) plan with numerous investment options and generous company match
• Cancer and/or critical illness benefit
• Tuition Reimbursement
• Paid Time Off
• Employee Assistance Program
• Legal Insurance
• Roadside Assistance