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SUMMARY:

Review, monitor, and develop processes and procedures to ensureaconsistent, highquality patient and customer experience in a multi-office cross functional environment encompassing retail, lab, and doctor services in order to deliver the key goals of OptimEyes. Reports directly to the Vice President of Henry Ford OptimEyes.

P RINCIPLE DUTIES AND RESPONSIBILITIES:

+ T rain and coach managers and team members on the patient experience and culture of OptimEyes.

+ Develop, implement, and support a Regional Hiring and Staffing process to improve retention, drive consistency in hiring, and alleviate these initiatives on General Managers and Managers

+ Develop and implement methods to inspect, test and evaluate processes and procedure to improve quality metrics

+ Lead LEO, Lean and other quality related initiatives

+ Ensure that products and services adhere to quality standards

+ Prepare reports by collecting, analyzing, and summarizing data

+ Participate or lead special assignments as directed

EDUCATION/EXPERIENCE REQUIRED:

+ Requires high school diploma or G.E.D. equivalent. Associates degree preferred.

+ Requires a minimum of two years of experience in Optical Management

+ Familiarity with optical operational quality standards and processes required, to provide regulatory and internal compliance.

+ Proficiency with Microsoft Word and Excel required.

+ Requires attention to detail, and the communication skills to convey information in reports, meetings, and status reports.

+ Requires analysis, critical thinking, and problem-solving skills to review systems, find flaws and pose solutions.

+ Preferred knowledge in LEO and Lean methodologies.

+ Requires strong interpersonal skills, the ability to handle stressful situations, and the ability to operate under deadlines while still meeting standards.

CERTIFICATIONS/LICENSURES REQUIRED:

LEAN certification preferred

Additional Information

+ Organization: Community Care Services

+ Department: HFO SS Administration

+ Shift: Rotating

+ Union Code: Not Applicable

Additional Details

This posting represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described above.

Overview

Henry Ford Health partners with millions of people on their health journey, across Michigan and around the world. We offer a full continuum of services – from primary and preventative care to complex and specialty care, health insurance, a full suite of home health offerings, virtual care, pharmacy, eye care and other health care retail. With former Ascension southeast Michigan and Flint region locations now part of our team, Henry Ford’s care is available in 13 hospitals and hundreds of ambulatory care locations. Based in Detroit, Henry Ford is one of the nation’s most respected academic medical centers and is leading the Future of Health: Detroit, a $3 billion investment anchored by a reimagined Henry Ford academic healthcare campus. Learn more at henryford.com/careers .

Benefits

The health and overall well-being of our team members is our priority. That’s why we offer support in the various components of our team’s well-being: physical, emotional, social, financial and spiritual. Our Total Rewards program includes competitive health plan options, with three consumer-driven health plans (CDHPs), a PPO plan and an HMO plan. Our team members enjoy a number of additional benefits, ranging from dental and eye care coverage to tuition assistance, family forming benefits, discounts to dozens of businesses and more. Employees classified as contingent status are not eligible for benefits.

Equal Employment Opportunity/Affirmative Action Employer

Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health is

committed to the hiring, advancement and fair treatment of all individuals without regard to

race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height,

weight, marital status, family status, gender identity, sexual orientation, and genetic information,

or any other protected status in accordance with applicable federal and state laws.