Job Title:              Area Operations Manager

Reports to:            Area Vice President of Operations

Location:              Area/Market: Louisiana 

ESSENTIAL FUNCTIONS:

Overall Responsibilities   (40%)

AOM, implements, directs and has reporting accountability for the ongoing management of operations for Total Sleep’s Independent Testing Facilities (IDTF’s aka Labs) its personnel, and administration of customer service programs including intake management-administration, technical & clinical services focused on performance, quality and process improvement in  Market.  Serves as a contact point for field operations, centralized customer service sites, information technology, sales, marketing and selected vendor partners.  Manages and reports on the business impacts of  operation’s, as well as changes in daily operational performance results.  Assists corporate staff in developing, interpreting and implementing new policies and SOP-standardized operating procedures/processes.  Coordinates the implementation of new programs for the area/market.

OPERATIONS MANAGEMENT:

• Oversees and manages all operations function within the define Markets
  
• Ensures operational efficiency is optimized between Labs and within departments in the region
  
• Provides Operations direction and leadership to Total Sleep Holdings (TSH) staff in operations.
  
• Supervises subordinate staff for development, project direction and production quality and quantity in offices and IDTF’s-Labs
  
• Ensures compliance to company policies and procedures and federal, state and JCAHO regulations. Responsible for preparation and maintenance of lab accreditation and regulatory compliance activities
  
• Supports the development and implementation of new business opportunities, including line-extension of services like, HST-home sleep testing.
  
• Maintains TSH reputation for clinical excellence, compliance and integrity.
  
• Develops and implements standards of care for the company as they pertain to best practices of clinical, technical, and operations overall.
  
• Assure protocols, standards, and procedures are clinically sound and cost effective, and implemented timely.
  
• Ongoing development and update of clinical, technical, administration, and lab operations, risk management/performance improvement, DME and operations department policy and procedure manuals. 
  
• Responsible for ongoing design, implementation, and evaluation of performance improvement activities at both the corporate and lab levels
  
• Establishes clinical operational Best Demonstrated Practice (BDP) benchmarks for clinical operations, area,market, and lab locations
  
• Works with appropriate corporate team members to establish, implement, and measure performance & supply formulary for CPAP and other SDB products
  
• Recognizes and proactively seeks or supports the development of product line extensions or new product that are in concert with the established tactical plan and strategic approach of TSH.
  
• Manages and develops direct reports in a positive manner in which individuals perform their current job responsibilities and are strategically positioned and grown for larger future roles in the organization
  
• Direct training programs for operational staff utilizing a variety of methodologies
  
• Provide mentoring programs for staff
  
• Lead the Retention and Recruitment task force
  
• Proactively identifies tactical and strategic goals and develops plans to achieve objectives in conjunction with other members of senior, area, market, or clinical, technical/lab personnel.

FINANCIAL PERFORMANCE:

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  Oversees, along with AVPO, the financial performance of specific Markets within an Area


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  Ensures revenue, cash and operating earnings objectives and goals are attained


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  Maintains optimum gross profit levels


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  Participates in annual profit planning process and initiates actions necessary to guarantee that Market objectives are met or exceeded throughout the fiscal year


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  Reviews and analyzes financial reports such as monthly operating statements, and key performance indicators-KPI’s   


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  Establishes adequate control procedures to ensure appropriate data and all required reports regarding the financial status of the region

Problem Resolution (15%)

Responsible for addressing and resolving operational service issues with labs and market staff by identifying performance improvement areas and ensuring corrective action is taken.  Participates in the joint application design sessions conducted to improve the company’s operational systems and processes.

 Company polices, procedures and regulatory compliance (15%)

Ensures compliance to company policies, procedures, standardized processes and best practices along with federal, state, local and JCAHO regulations for the region, including order processing, general correspondence and resolution of customer complaints.  Directs site assessments at branch and call center locations for the region and reviews written reports.  Keeps current on legal changes and regulatory requirements affecting customer service.

Supervision/Staff Development (10%)

Supervises the activities of subordinate staff. Provides direction and guidance on work assignments. Provides timely coaching and feedback to staff and ensures work assignments are completed accurately, efficiently and timely. Ensures individual and team benchmarks are achieved. Responsible for the hiring, coaching, performance appraisals and discipline of subordinate staff.

 Orientation & Certification (10%)

Ensures the orientation and certification program is administered in a timely fashion for customer service personnel. Provides feedback and recommendations to the Training & Development department on current and/or future changes to the program. Ensures all of the required training, in accordance with federal, state, local, JCAHO, compliance and legal, is completed timely.

ADDITIONAL DUTIES AND RESPONSIBILITIES:

Regular and consistent attendance and punctuality is considered an essential job function of this position.

Performs other related duties as directed by supervisor.

 QUALIFICATIONS:

Education and/or experience 

Education or experience equivalent to a four year college degree is required. Preferred, Master degree or other advanced degree.  

• At least ten years related experience is required. 
  
• Proven leadership experience.
  
• Dynamic leader.
  
• Superior communication skills.
  
• Good business acumen
  
• Certification in a clinical specialty is desired.
  
• Previous public speaking and published works is highly desired.