Operations Supervisor

Rochester, NY


Responsible for assisting the department manager with daily operations of the department. Ensures customer satisfaction while meeting hospital standards. Must have good verbal and written communication skills and the ability to solve problems, maintain process control, provide training and development, plan work, and sustain department standards and quality. Responsible for managing human resources in the department to assure that a qualified work force is available and trained to fully meet customer needs and department goals.

This role may have the option to work a hybrid-remote schedule and communicate daily through virtual meetings.


Under general direction with latitude for independent judgment.


  1. Personnel Management (35%)
  • Develops, maintains and teaches training program for new employees

  • Assesses staff’s ongoing training needs, develops and implements training programs to address needs

  • Performs personnel administration including recruitment, hiring, firing, performance evaluation, performance improvement plans

  • Provides supervision, leadership, coaching and counseling

  • Serves as a role model and facilitator to staff

  1. Operations Management (30%)
  • Ensures efficient and quality functions through high cost reporting, workqueues, and case review

  • Maintains departmental Standards through quality assurance monitoring

  • Identifies problems or areas for system improvements, develops and implements resolution

  • Monitors customer satisfaction and acts on customer feedback to improve the quality of service

  • Analyzes volume and productivity and works in the staffing pattern as required to meet department standards

  1. Interdisciplinary Processes (15%)
  • Collaborates with SMH departments to integrate operations with other components of URMC such as Financial Case Management, RIM, Utilization Management, Social Work, Patient Accounts, Medical Records, Finance, and Legal.

  • Serves as a liaison to patients, physicians, nursing, social workers, other URMC staff, insurance companies; serves on committees/teams as designated

  1. Planning (10%)
  • Collaborates with Manager to identify strategic goals and objectives

  • Develops and implements annual plan to accomplish goals

  1. Policies and Compliance (10%)
  • Responsible for reviewing, validating, and maintaining accurate departmental procedures

  • Interprets hospital and administrative policies

  • Interprets third-party payer requirements and related regulations to ensure requirements are met through insurance bulletins and compliance reviews

  • Ensures Joint Commission Compliance


Bachelors degree or an equivalent combination of experience and training. 1 year of relevant administrative experience. Requires a high degree of professionalism and motivation with excellent written and verbal communication and customer service skills; highly collaborative; self-starter; strong computer skills and ability to type 45 words per minute. Flexible to be on call and work other assigned hours, weekends and/or responsibilities as needed.

NOTE: This document describes typical duties and responsibilities and is not intended to limit management from assigning other work as required.

The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion to advance the University’s mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion/creed, sex, sexual orientation, citizenship status, or any other status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled

Pay Range

Pay Range: $ 20.92 - $ 29.29 Hourly

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job’s compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

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Location: Strong Memorial Hospital
Full/Part Time: Full-Time