Manager II, Eye Care Services

Manager II, Eye Care Services

Manages to support patient care by analyzing standardized and ad hoc data reporting to meet specific business objectives, developing and implementing workflows and strategies and assuming accountability to achieve multiple teams department performance targets. Develops and guides short- and long-term operational initiatives and manages program, services, and/or systems. Ensures standardized care delivery by leading large and/or complex works streams and evaluating performance to implement strategic initiatives. Develops strategic partnerships and collaborates with physicians/providers and subject matter experts and service area leaders. Manages improvements to operations and technology processes by leading and implementing long-term strategic projects designed to remediate issues and improve quality, service, affordability, and/or operating efficiency. Ensures performance metrics used to monitor the success of strategic improvement projects are tied to strategic, long-term department and organizational initiatives. Ensures member satisfaction by overseeing the provision of a high level of quality of patient service and care. Conducts budgeting and financial planning by ensuring accountability that local financial revenue and expense targets are met within team or department and taking corrective action if off-course.

Essential Responsibilities:

• Creates and advocates for developmental opportunities for others; builds collaborative, cross-functional relationships. Solicits and acts on performance feedback; works with leaders and employees to set goals and provide open feedback and coaching to drive performance improvement. Pursues professional growth; hires, trains, and develops talent for growth opportunities; strategically evaluates talent for succession planning; sets performance management guidelines and expectations across teams / units. Oversees implementation, adapts, and stays up to date with organizational change, challenges, feedback, best practices, processes, and industry trends; shares best practices within and across teams. Fosters open dialogue amongst team members, engages, motivates, and promotes collaboration within and across teams; motivates teams to meet business objectives. Delegates tasks and decisions as appropriate; provides appropriate support, guidance and scope; encourages development and consideration of options in decision making; fosters access to stakeholders.
• Manages designated units or teams by translating business plans into tactical action items; oversees the completion of work assignments and identifies opportunities for improvement; ensures all policies and procedures are followed; partners with key stakeholders and business leaders to ensure products and/or services meet requirements and expectations while aligning with departmental strategies. Aligns team efforts; builds accountability for and measuring progress in achieving results; assumes responsibility for decision making; fosters direct reports to resolve escalated issues as appropriate. Communicates goals and objectives; incorporates resources, costs, and forecasts into team and unit plans; ensures matrixed resources are fulfilling service or performance requirements across reporting lines. Removes obstacles that impact performance; identifies and addresses improvement opportunities; guides performance and develops contingency plans accordingly; influences teams and units to operate in alignment with operational and business objectives.
• Conducts budgeting and financial planning by: ensuring accountability that local financial revenue and expense targets are met within team or department and taking corrective action if off-course; leading implementation of policies, procedures, and monitors that achieve accountability for cash control, product inventory, and service equipment; managing, identifying, and recommending the financial performance of optometry and/or the optical stores in an assigned area; and establishing a cost-conscious culture.
• Ensures standardized care delivery by: leading large and/or complex works streams and evaluating performance to implement strategic initiatives; developing strategic partnerships and collaborating with physicians/providers and subject matter experts and service area leaders; utilizing data for leading the development and implementation of plans, policies, and processes for data analysis while ensuring guideline and regulation alignment; aligning highly complex patient care management solutions across departments; leading highly complex multidisciplinary clinical team(s) and holding team(s) accountable for performance; ensuring the implementation of emergency preparedness programs and assuring the departments emergency preparedness and that managers and staff are trained and know what is expected during and after an emergency; and leading project teams, initiatives and monitoring implementation, equitable distribution of resources, and performance on daily operations and new initiatives to meet business line objectives.
• Manages to support patient care by: negotiating timelines for action item implementation and monitoring compliance to financial commitments; analyzing standardized and ad hoc data reporting to meet specific business objectives, developing and implementing workflows and strategies and assuming accountability to achieve multiple teams department performance targets; developing and guiding short- and long-term operational initiatives and managing program, services, and/or systems; assuming accountability for human resource management related to selection, recruitment, performance measurement and evaluation, orientation, education, disciplinary procedures, and training and development, ensuring training needs are being met; responding to and addressing union requests for information or moderately complex grievances and escalating and/or resolving as needed and establishing relationships with labor management partnerships (LMPs) and labor relations; leading continuous survey readiness activities, including mock rounds and mitigating issues, to maintain compliance and regulatory standards and developing procedures for preparing audit documentation, information, and reports; and leading in the development, monitoring and control of departmental payroll and non-payroll budget and other aspects of financial management and cost control/reduction, and identifying and developing plans to mitigate budget variances.
• Ensures member service and quality by: ensuring member satisfaction by overseeing the provision of a high level of quality of patient service and care; ensuring consistent measurement of member satisfaction with clinical and/or optical services, and utilizing the resulting feedback to drive improvements within the organization; overseeing the maintenance of the quality of care provided to members through an ongoing quality assurance program; overseeing implementation of quality assurance for clinical and/or retail departments; and determining root causes for and leading teams in the resolution of member complaints, concerns, and requests for information, including service recovery and refunds if applicable.
• Manages improvements to operations and technology processes by: leading and implementing long-term strategic projects designed to remediate issues and improve quality, service, affordability, and/or operating efficiency; applying a structured approach for identifying root causes and implementing solutions to improve the performance of operations system processes in response to moderately complex barriers and/or issues; and ensuring performance metrics used to monitor the success of strategic improvement projects are tied to strategic, long-term department and organizational initiatives.

Minimum Qualifications:

• Minimum four (4) years of experience in a leadership role with or without direct reports.
• Minimum three (3) years of customer service experience.
• Bachelors degree in a business, nursing, health care, or a related field AND minimum five (5) years of experience in business operations, clinical health care, or a directly related field OR Minimum eight (8) years of experience in business operations, clinical health care, or a directly related field.

Additional Requirements:

• Knowledge, Skills, and Abilities (KSAs): Business Acumen; Change Management; Business Process Improvement; Written Communication; Confidentiality; Health Care Compliance; Maintain Files and Records; Financial Analysis; Employee/Labor Relations; Onboarding; Position Requirements; Recruitment and Hiring; Talent Management Strategy; Workforce Planning; Conflict Resolution; Interpersonal Skills; Stakeholder Management; Marketing; Service Focus; Computer Literacy; Member Service; Presentation Skills; Clinical Quality Expertise; Health Care Operations; Corporate Partnerships; Legal And Regulatory Requirements

Preferred Qualifications:

• Minimum one (1) year of experience managing operational or project budgets.
• Three (3) years of project/program management and/or implementation-related experience.