Center Operations Supervisor

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. Company:   Oak Street Health  Title:   Center Operations Supervisor Oak Street Health is a rapidly growing, innovative company of community-based healthcare centers delivering higher quality health and wellness care that improves outcomes, manages medical costs and provides an unmatched experience for adults on Medicare in medically underserved communities. By providing holistic, comprehensive and integrated care right in our patients' communities, we can help keep them healthy and reinvest cost savings in further care for those same communities and others. Since 2013, Oak Street Health has brought its singular approach to tens of thousands of people across the nation. With an ambitious growth trajectory, Oak Street Health is attracting and cultivating team members who embody Oak Street values and are passionate about our mission to rebuild healthcare as it should be. For more information, visit www.oakstreethealth.com.

Description: Center Operations Supervisors (COSs) are an important part of the Oak Street Health center leadership team. COSs direct the daily activities of staff, and assist the Practice Manager in managing operational initiatives to ensure the clinic achieves its performance objectives and delivers safe, high-quality patient care.

Support front desk coverage and contributes to service team work  Monitor staff's attendance and absences and identify coverage plans for expected and unexpected absences  Monitor provider schedules daily to ensure smooth flow of patient visits Manage the transportation schedule to maximize company resources and delivery on a positive patient experience  Complete daily operational rounds to confirm foundational activities have been completed  Monitor outstanding work queues, checklists and other performance indicators Monitor front desk activities for completion, accuracy and quality including confirmation calls, copay collection and patient experience, and contributing to work, when needed  Help maintain the welcome space and community room to promote a positive patient experience and support growth  Own facilities management to keep the center safe, clean, and functional  Depending on the need of the center, manage hourly center staff ranging from front desk staff to medical assistants and phlebotomists  As invited by the practice manager, support the recruitment, hiring, onboarding, retention and performance management of the staff Leverage practice dashboards and reports to identify areas for operational improvement  Structure and facilitate service and clinical team huddles  Engage in service recovery efforts, as needed and facilitate resolution Champion new initiatives as workflows are improved and new services are added  Champion organizational operating procedures De-escalate conflict as it arises, and seek resolution  Partner with other center leaders, including the Practice Manager and Medical Director to address staff performance and workflows  Other duties, as assigned   What are we looking for? An exceptional ability to solve problems and think critically Strong collaboration skills and demonstrated success working within a team A flexible and positive attitude Ability to work in a fast-paced, often ambiguous environment A proactive and adaptable working style; able to take ownership of tasks  2+ years professional experience in a customer service setting 1+ year experience leading a team preferred Proficient PC skills Associate's degree required, Bachelor's degree