Manager, Audiology

Overview:
Under the general direction of the Chief Operations Officer, and in collaboration with the leadership of the ENT department, the Manager, Audiology will be responsible for the clinical operations of the Audiology department and for setting strategies and protocols. In this role, they will manage all aspects of clinical operations across the service. They will manage daily operations and help facilitate growth of patient volume and clinical programs, while managing finances, patient access and service. The Manager, Audiology, will also perform as a functioning Audiologist as clinic needs dictate.

Essential functions:
Management
• Plans, hires, and allocates staff across the Audiology department while working collaboratively with Leadership
• Directs strategic growth initiatives to increase market share in collaboration with Executive Leadership
• Directs patient and staff safety, including regular rounding to identify opportunities for enhancement of safety protocols and develop action plan to address same
• Contributes to the implementation of workflow and system improvements, meeting the needs of the department, utilizing CEENTA systems
• Ensures optimal patient care by re-deploying staff to meet demands of the services
• Assures consistency in practice and resources to ensure an optimal patient experience
• Actively serves on CEENTA committees and department meetings as directed by the CEO or COO, including leading and presenting special projects as assigned
• Proactively identifies opportunities to improve quality, service, patient satisfaction and financial performance metrics
• Oversees management of Audiology department staff, including:
• Developing & disseminating schedules
• Analyzing reports to ensure adherence company policies and staffing optimization
• Performance management, to include coaching and corrective action as needed
• Identifying individual growth and development opportunities to positively impact employee engagement & performance
• Monitors applicable dashboards, reports, messages, and workqueues in the EHR system to optimize clinic operations
• Ensures appropriate training of employees. Assesses employee work-load and implements changes as needed. Provides effective guidance and direction to all support staff
• Facilitates a good working relationship between the practice staff, physicians and administration
Finance
• Directs and meets financial objectives as outlined by Executive Leadership; examples include:
• Reviewing monthly financial statements
• Establishing methods to meet or exceed budgeted visit volume, staff allocation, &/or revenue
• Managing the maximization of patient payment collection
• Upholding financial policies and procedures through staff accountability and patient education
• Facilitating the annual strategic budgetary process, forecasting need for capital equipment, staff, etc
• Identifying innovative revenue-generating or cost-saving measures
Patient experience
• Provides comprehensive, skilled audiology services consistent with licensure to include a full range of diagnostic hearing, pediatric and adult hearing assessments, and dispensing premium hearing instruments
• Maintains patient relations by promptly and appropriately responding to questions or concerns
• Documents patient concerns into the electronic monitoring system
• Promotes technological offerings that enhance the patient experience, such as CEENTA’s patient portal and online scheduling
• Collaborates with providers and staff to enhance the patient experience, including training and coaching on patient experience objectives
Training and communication:
• Coordinates and promotes staff training opportunities, including continuing medical education
• Ensures all staff are trained and up to date on company and departmental policies and procedures
• Maintains current knowledge of governmental quality and regulatory mandates and educate providers and staff on same
• Ensures staff certifications are maintained and annual required training is completed
• Trains staff on new and existing workflows, including reinforcing EHR system procedures
• Develops and implements operational onboarding and training plans for new employees in collaboration with the HR Department
• Engages in regular communication, including one-on-ones and overseeing monthly staff meetings
• Maintains provider relationships through open communication regarding clinic considerations and departmental updates
• Ability to meet the physical and mental demands of the position
• The ability to work on-site
• Predictable, reliable, and prompt attendance

Skills and abilities:
• Must have strong business acumen and proven competency in strategic management of a medical practice or department
• Must be able to manage and foster a team environment
• Must have willingness to accept and lead change, new processes and methods for continuous improvement
• Proficient in Microsoft Office applications (Outlook, Word, Excel)
• Proficient in Electronic Medical Record systems
• Ability to communicate effectively & professionally (written and verbal)

Core competencies:
• Communication – Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message
• Building Patient Loyalty – Effectively meeting patient needs; building productive patient relationships; taking responsibility for patient satisfaction and loyalty
• Developing Others – Planning and supporting the development of individuals’ skills and abilities so that they can fulfill current or future job/role responsibilities more effectively
• Facilitating Change – Encouraging others to seek opportunities for different and innovative approaches to addressing problems and opportunities; facilitating the implementation and acceptance of change within the workplace
• Managing Conflict – Dealing effectively with others in an antagonistic situation; using appropriate inter-personal styles and methods to reduce tension or conflict

Clinical competencies:
Working knowledge of procedures and techniques involved in administering routine and special treatments to patients in the applicable clinical area.

Accountability:
Our mission is to be the premier eye, ear, nose, and throat group providing comprehensive, quality, and ethical healthcare to all in the Carolinas; to provide a favorable environment for the delivery of healthcare; and to provide for the wellbeing of the physicians and the employees of Charlotte Eye Ear Nose & Throat Associates, P.A.

The Manager, Audiology impacts CEENTA’s ability to achieve its mission by overseeing Audiology and managing clinical operations, staffing and equipment of the assigned departments to ensure effective, efficient delivery of high-quality patient care and an excellent patient experience.

Education:
Doctor of Audiology (Au.D.) required.

Experience:
• 5+ years as a practicing Audiologist required
• 3+ years management experience preferred

Certificates, licenses, registrations:
• North Carolina and South Carolina Audiology licenses required
• ASHA certification required
• Current BLS certification from the American Heart Association or American Red Cross required