Job Title: Chief Operating Officer

Job Family: Administration

Department: Professional Non-Clinical

Reports to: Chief Executive Officer

Classification: Exempt

Status: Full-time

OUR MISSION

We pursue excellence in the delivery of professional, compassionate, and complete eye care.

OUR VALUES

• Empathy | Understand others’ feelings and perspectives.
• Extend Grace | Show kindness, compassion, and understanding.
• Desire to Help People in Need | Strong sense of social responsibility.
• Desire to Work | Perform your job to the best of your abilities.
• Invest in Yourself | Never stop learning.
• Benefit of the Doubt | Foster positive relationships and interactions.

WHO WE ARE

As a comprehensive optometry, ophthalmology, and optical practice in the Central Valley for more than fifty years, Fogg Remington EyeCare’s provider team consists of a combined 11 ophthalmologists and optometrists. One of the largest vision care providers in the Central Valley, we provide care to our Valley’s residents across four clinics located in Fresno, Clovis and Madera, in modern facilities using state-of-the-art equipment, including AR, lensometry, OCT, Visual Fields, Corneal Topography, SMAP, Optomap, Optilight IPL, IOL Master/A-Scan, etc.

OUR COMMUNITY

Located in California’s Central Valley (major cities: Fresno #1, Fresno #2, Clovis), Fogg Remington EyeCare serves a rich, culturally, and ethnically diverse community of patients. The Central Valley is an affordable, family-oriented community with strong K-12 school systems, optimal weather year-round for outdoor living and entertainment, two universities and college athletics (Fresno State Bulldogs!), national parks within a one hour drive (Yosemite, Kings Canyon, Sequoia), and the beautiful central coast within 2-3 hours’ drive (San Luis Obispo, Paso Robles, Cambria, Cayucos, Avila Beach, Monterey, Santa Cruz).

Interested in learning more about our community? Use these Google search terms: Fresno Grizzles baseball, Fresno Art Hop, Fresno Greek Fest, Fresno Hmong New Year Celebration, Fresno Big Fresno Fair, Clovis Big Hat Days, Clovis Rodeo, Clovis Farmers Market.

POSITION SUMMARY

The Chief Operating Officer (COO) is a key executive, overseeing the practice's operational management and strategic direction. Overseeing Patient Service and Clinic departments, the COO manages day-to-day operations, ensuring all aspects of patient care are delivered in a timely, accurate and courteous fashion. This includes the creation and implementation of operational SOP’s, training, and associated performance metrics that ensure accurate collection of patient information; management of referral and authorization processes and adherence to insurance and regulatory requirements; and clinical standards of excellence in the delivery of care, resulting in efficient clinic operations and patient satisfaction.

The COO is a key driver in quality assurance to optimize patient care, enhance the patient experience, and instill a culture of constant performance improvement. They collaborate with the Executive team and business owners to contribute to strategic planning, and make data-driven decisions.

DEPARTMENTS/OPERATIONAL UNITS

The COO directly oversees the following two departments and their operational units/teams:

1. Patient Services: Scheduling, Referrals and Authorization, Medical Reception
2. Clinic: Optometry, Ophthalmology, Surgery Scheduling, Contact Lenses

ESSENTIAL FUNCTIONS, DUTIES, and RESPONSIBILITIES

Operational Management: Oversee the day-to-day operations of designated departments/operational units, ensuring efficient and effective delivery of eye care services. Develop and implement operational strategies, policies, and procedures, and identify and implement relevant training in order to deliver excellent patient care and realize operational efficiencies that ensure timely delivery of service and downstream patient collections.

Continuous Improvement: Utilize data analysis techniques to extract insights, identify trends, and make data-driven decisions that support the organization's strategic goals. Streamline operational workflows and processes to enhance efficiency and productivity. Identify bottlenecks, implement effective systems, and utilize technology solutions to optimize workflow, reduce errors, mitigate costs, and enhance revenue streams.

Team Leadership and Development: Lead and mentor the team, fostering a culture of collaboration, continuous improvement, and professional growth. Provide guidance and support to Managers and staff members on operational matters, patient care protocols, and performance management. Conduct regular performance evaluations and provide feedback to enhance employee performance and development.

Patient Experience/Marketing: Collaborate with the CEO to establish a patient-centric culture and ensure the consistent delivery of high-quality eye care. Implement initiatives to improve the patient experience, including appointment scheduling, check-in/out procedures, patient education, and follow-up processes. Monitor patient satisfaction metrics and implement strategies to address any areas for improvement. Oversee various marketing strategies and tactics to increase direct-to-consumer and business-to-business awareness of services. 

Employee Experience: Ensuring a positive and engaging work environment for all employees by focusing on onboarding, work environment, development opportunities, recognition, work-life balance, engagement, communication, support, feedback, and organizational culture.

Referral Development: Work with staff to develop mutually beneficial referral relationships with medical professionals and related practice models. Develop operational infrastructure to track referral relationships (i.e., utilizing a CRM database), outreach and stewardship strategies, and identify customer wants/needs to ensure consistent delivery of expectations.

Quality Assurance and Risk Management: Develop and implement quality assurance programs and protocols to ensure the delivery of safe and effective eye care services. Identify and mitigate risks related to patient safety, data security, and operational integrity. Monitor and address compliance or risk management concerns within the eye doctor's office.

Regulatory Compliance: Ensure compliance with all applicable laws, regulations, and other relevant industry standards. Stay updated with the latest regulations and implement necessary changes to maintain compliance. Collaborate with members of the Executive team, providers, and other key stakeholders to address any legal or regulatory issues.

Financial Acumen: Possess an understanding of financial management principles and practices. Monitor financial performance, budgeting, and resource allocation to ensure financial stability and growth. Identify cost-saving measures and revenue enhancement opportunities while maintaining high-quality patient care.

Technology Utilization: Stay abreast of emerging technologies and trends in healthcare to leverage innovative solutions that improve operational efficiency, patient care, and data management.

Facilities Management: Collaborate with the CFO to oversee the management of maintenance operations, ensuring compliance with safety regulations, implementing preventive maintenance plans, overseeing vendor relationships, and budgeting for facility maintenance. Ensure the office environment is clean, safe, and conducive to providing high-quality eye care services.

Vendor Management: Manage relationships with vendors, suppliers, and service providers relevant to eye care operations. Negotiate contracts, evaluate vendor performance, and resolve any issues or discrepancies. Implement improvements to streamline processes, enhance efficiency, and reduce costs related to vendor services.

Additional Responsibilities

• Participate in ongoing professional development as provided by the Company and self-directed learning.
• Has not been sanctioned or excluded from participation in federal or state healthcare programs by a federal or state law enforcement, regulatory, or licensing agency.
• Maintain confidentiality by safeguarding ePHI and demonstrating HIPAA compliance to our patients.
• Ensure that HIPAA privacy policies are clearly understood and followed.
• Present a positive view of FRE to the community.
• May be scheduled to work at different locations as necessary, reporting to the location at beginning of the day.
• May drive on company business.
• Must have valid California driver’s license (required).
• Comply with all FRE policies and procedures, including but not limited to workplace safety, reporting work-related injuries, Infection Control, and preventing potential safety risks for staff, clients, and others.
• Punctual and regular attendance is an essential responsibility of each employee at FRE. Employees are expected to report to work as scheduled, on time, and prepared to start working. Employees also are expected to remain at work for their entire work schedule. Late arrival, early departure, or other absences from scheduled hours are disruptive and must be avoided.
• The list of job duties and requirements is not all-inclusive. Management, at its discretion, may assign additional duties.

EDUCATION and EXPERIENCE

Education

• Required: Bachelor’s degree in Business Administration, Healthcare Administration, Health Sciences or relevant discipline, or comparable experience.
• Preferred: Master's degree in Business Administration, Healthcare Administration, Public Administration, Finance, or other relevant discipline.

Experience

• 7+ years of experience in healthcare management (operations, administration, etc.) (required).
• 3-5 years of experience leading management level teams (required).
• 2-4 years plus experience overseeing operational teams of 30+ staff, directly or through a supervisory/management structure (required).
• Experience leading teams in complex organizations, across multiple operating units (required).
• Experience leading change initiatives at a department and/or multi-department level (required).
• Experience developing and administering multi-million dollar budgets (required).
• Personnel Management (employee engagement, recruitment and retention, coaching/performance improvement, professional development, disciplinary actions, etc.) (required).

KNOWLEDGE, SKILLS, and ABILITIES

• Understanding operational processes in a medical/clinical practice office, including patient experience, patient care, scheduling, and regulatory compliance.
• Knowledge of developing and implementing policies/standard operating procedures, accounting for relevant industry regulations/laws, multi-department processes, etc.
• Highly competent/Expert level familiarity with Microsoft 365 (Word, Excel, Outlook). Excel competencies include database development, writing formulas, multi-spreadsheet linking, etc.
• Principles of systems thinking and process improvement, change leadership/management, organizational development.
• Understand principles of patient experience across the patient journey, multiple departments, and through the patient’s overall life cycle.
• Understanding of facility maintenance and safety regulations.
• Strong leadership, strategic thinking, and decision-making skills.
• Excellent communication and interpersonal abilities to collaborate with staff and stakeholders.
• Knowledge of budgeting, revenue cycle management, and financial reporting.
• Meticulous attention to detail in financial reporting and compliance.
• Ability to adapt to a fast-paced environment and manage multiple priorities.
• Ability to lead and mentor a diverse team and foster a culture of collaboration.
• Commitment to delivering excellent patient care and enhancing the patient experience.
• Strong ethical standards and adherence to industry regulations.

WORK ACTIVITIES, STYLES, and REQUIREMENTS

FRE Standards of Patient Care:

• Respect: Treat all patients with respect and dignity.
• Communication: Communicate clearly and effectively with patients and their families.
• Safety: Ensure the safety of all patients and staff.
• Quality: Provide quality care and services to all patients.
• Privacy: Respect the privacy of all patients and their families.
• Accessibility: Ensure all patients can access the care and services they need.

Empathy: Allows you to relate to teammates, patients, and customers to understand their needs and concerns better. Empathy will help you to be more understanding and compassionate when dealing with difficult situations and resolving conflicts.

Extend Grace: Ability to put yourself in the patient’s shoes to try and understand their situation, which allows you to show compassion and understanding, making the patient feel more comfortable and at ease.

Desire to help people in need: Exhibit a strong sense of social responsibility and willingness to take action and make decisions to positively impact others in our community. Display compassion to make a difference in people’s lives by going the extra mile to ensure those in need receive quality care.

Wants to work: Possess a strong desire to work hard and complete tasks promptly. Show your commitment to excellence by doing what is necessary to complete the job. Contributing to achieving team goals that value collaboration, accountability, and mutual support.

Invest in yourself: Take the time and effort to develop your skills and knowledge. Be open to learning new things and take on challenges that will help you grow professionally. Stay up-to-date on the latest trends and technologies in our field.

Benefit of the doubt: Be open-minded and consider all sides of an issue before deciding how to proceed. Be understanding and compassionate when dealing with difficult situations. Create a positive work environment and foster better relationships with your teammates and patients.

Environmental Conditions

• Indoors in a typical office environment approximately ninety-five percent (95%) of the time.
• Frequent computer use at the workstation for up to two hours.
• Frequently work at a fast pace with unscheduled interruptions.
• May occasionally move (walk or drive) from one work location to another.

Physical Demands

• Use one or two hands to grasp, move, handle, control, feel, and assemble objects, tools, or controls.
• Use fingers to grasp, move, or assemble very small objects.
• Ability to walk, sit, stand, stoop, crouch, and climb stairs.
• Ability to move and lift up to 10 pounds.
• See the differences between colors, shades, and brightness.
• Visual acuity (Far/Near).
• Regular and consistent attendance.

Changes: This job description will be updated if duties and responsibilities change significantly. Job functions are subject to modification based on business necessity.

ADA/FEHA: Fogg Remington EyeCare will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990 and California’s Fair Employment and Housing Act.

EEO: Fogg Remington EyeCare is an equal-opportunity employer. All aspects of employment, including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We celebrate diversity and are committed to creating an inclusive environment for all employees.