Imaging Services Administrative Manager (Full Time)

About North Country Healthcare (NCH):

North Country Healthcare is a non-profit affiliation of four medical facilities, Androscoggin Valley Hospital, North Country Home Health & Hospice Agency, Upper Connecticut Valley Hospital, and Weeks Medical Center, located in the White Mountains Region of New Hampshire. NCH includes numerous physicians and medical providers at multiple locations. This leading comprehensive healthcare network which employs hundreds of highly trained individuals delivers integrated patient care through three community hospitals, specialty clinics, and home health and hospice services. NCH remains committed to the health and well-being of the communities we serve. As a valued team member this role emphasizes advancing High-Reliability Organization (HRO) principles, embedding a culture of safety, accountability, and consistent high performance.

Position Summary:

Adhering to System Values, Service Excellence, and Standards of Behavior, the Imaging Administrative Services Manager provides leadership and oversight for the administrative operations supporting Radiology/Imaging Services. This position is responsible for ensuring effective administrative workflows, staff support, patient scheduling and access, departmental coordination, records and reporting, customer service, and continuous process improvement.

The Imaging Administrative Services Manager collaborates closely with Imaging leadership, clinical staff, providers, Revenue Cycle, Human Resources, Finance, Information Services, and other organizational partners to support timely access to imaging services and an efficient, patient-centered experience. The position provides day-to-day leadership to assigned administrative staff, establishes and maintains standardized processes, monitors departmental performance, and identifies opportunities to improve efficiency, communication, service delivery, and workflow.

The Imaging Administrative Services Manager promotes a culture of accountability, patient safety, service excellence, continuous improvement, and High Reliability Organization principles while supporting departmental regulatory, accreditation, and operational requirements.

Essential Qualifications:

Education:

• An Associate's degree in Business Administration, Healthcare Management, or a related field is required, or in lieu of formal education, an additional 4 years of experience in the field is acceptable.

• Bachelor’s degree in Business Administration, Healthcare Administration, Healthcare Management, or a related field preferred.

Certification or Licensure:

• Lean Six Sigma, process improvement, or comparable quality improvement certification preferred.

• All employees and contracted staff will have either successful completion of an American Heart Association* accredited course in Basic Life Support (BLS), or ACLS and PALS combined. (for clinical staff), Heartsaver CPR AED (for nonclinical staff), and renewal on a regular basis.

*Refer to the NCH Life Support Certification Policy for position-specific requirements.

Skills:

• Administrative operations management and workflow coordination.

• Leadership, staff supervision, coaching, and employee development.

• Patient scheduling, access, and customer service coordination.

• Strong understanding of healthcare administrative processes and departmental operations.

• Process improvement, workflow analysis, and standardization.

• Data analysis, performance monitoring, and operational reporting.

• Proficiency with electronic health records, scheduling systems, and healthcare information systems.

• Proficiency with Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint.

• Strong written, verbal, interpersonal, and professional communication skills.

• Ability to prioritize competing demands and coordinate multiple workflows in a fast-paced healthcare environment.

• Strong organizational, critical-thinking, problem-solving, and decision-making skills.

• Ability to maintain confidentiality and appropriately safeguard patient, employee, and organizational information.

• Ability to establish effective working relationships across clinical, administrative, and support departments.

• Knowledge of patient experience, service recovery, and customer service principles.

• Ability to interpret operational data and identify opportunities to improve access, efficiency, productivity, and service.

• Demonstrated commitment to teamwork, accountability, continuous improvement, patient safety, and service excellence.

Work Experience:

• Minimum of three years of progressively responsible administrative experience in a healthcare, hospital, medical practice, ambulatory, or related healthcare environment.

• Experience coordinating complex administrative workflows involving scheduling, customer service, healthcare information, patient access, or departmental operations.

• Experience using electronic health records, scheduling applications, or related healthcare information systems.

• Previous supervisory, lead, or management experience in a healthcare environment preferred.

• Previous experience supporting Radiology, Imaging Services, or another hospital-based diagnostic or procedural department preferred.

• Experience with operational reporting, performance measurement, workflow redesign, or process improvement activities preferred.

Essential Functions:

• Leadership and Oversight:

• Provide strategic leadership across Imaging Services.

• Establish standardized policies, procedures, and best practices across the Imaging Services.

• Mentor, support, and evaluate Imaging Services supervisors and technical staff.

• Operational Management:

• Coordinates resolution of missing or incomplete imaging orders with referring offices and clinical staff to support timely scheduling and exam readiness.

• Collaborates with Revenue Cycle and authorization staff to identify and resolve insurance authorization barriers affecting imaging appointments.

• Ensures administrative staff follow established modality-specific scheduling requirements and approved patient-preparation instructions, referring clinical questions to qualified Imaging staff.

• Monitors cancellations, no-shows, rescheduling, and waitlist processes to improve appointment availability and patient access.

• Oversees administrative coordination of outside image transfers, prior-study requests, and imaging record requests within assigned responsibilities and in accordance with established privacy and release-of-information procedures.

• Develop, implement, and evaluate policies and procedures that promote efficient, high-quality patient care as well as standardization across Imaging Services.

• Oversees administrative operations supporting Imaging Services, including patient scheduling and access, departmental coordination, records and reporting, customer service, and administrative workflows.

• Ensure preventive and corrective maintenance programs are consistently executed and documented.

• Quality and Patient Safety:

• Ensure compliance with healthcare regulations, accreditation standards, and quality improvement initiatives.

• Lead the Imaging Services toward high reliability, keeping the five principles at the forefront of decision-making: Sensitivity to Operations, Preoccupation with Failure, Reluctance to Simplify, Resilience, and Deference to Expertise.

• Lead Imaging Services efforts to monitor and improve patient outcomes, safety, and satisfaction.

• Coordinate with quality improvement teams to address Imaging Services issues and identify opportunities for process improvement.

• Monitors imaging scheduling accuracy, appointment availability, order-related delays, and scheduling turnaround times to identify barriers and support process improvements.

• Regulatory Compliance and Life Safety:

• Ensure compliance with all regulatory agencies; Federal, State and Local.

• Coordinate Imaging Services related accreditation surveys and regulatory inspections, ensuring that all necessary documentation and processes are in place.

• Serve as Imaging Services system lead for assigned committees and programs. (Safety, Life Safety, Security, Biomedical, and Emergency Management, etc.)

• Ensure all NCH Entities infrastructure supports operations during emergency events.

• Participate in drills, exercises, and after-action reviews.

• Ensure NCH Entities are compliant with licensure, certification and inspections.

• Strategic Planning and Growth:

• Lead system-wide capital planning, prioritization, and execution.

• Collaborate with finance on capital budgets and long-range facility planning while contributing to organizational strategic planning related to facilities, infrastructure, and growth.

• Collaborate with leadership, safety, infection prevention, IT, and supply chain teams, etc.

• Monitor industry trends and make recommendations for programmatic changes or innovations.

• Support affiliate Imaging Services and departments as needed.

• Budgeting and Financial Management:

• In collaboration with direct reports, develop and manage budgets, ensuring cost-effective and resource-efficient operations.

• Monitor departmental financial performance, identify energy reduction, sustainability, and cost-saving initiatives.

• Ensure financial accountability and the alignment of Imaging Services with organizational financial goals.

• Staffing and Development:

• Collaborate with direct reports and Human Resources on recruitment, retention, and development initiatives for Imaging Services department staff.

• Provide mentorship and professional development opportunities for direct reports and their staff.

• Evaluate staffing needs and ensure the appropriate allocation of resources to meet organizational demands.

• Ensuring business continuity through successful succession planning.

• Performs additional duties as assigned.

Work Environment Considerations: (Office setting, clinical environment, remote work expectations, travel requirements, on-call requirements, exposure risks).

North Country Healthcare is committed to providing equal employment opportunities to all applicants and employees. North Country Healthcare and its affiliates do not exclude people or treat them differently because of race, color, national origin, age, disability or any other protected class. Employment decisions are made based on job-related qualifications, skills, and business needs, and without unlawful discrimination in accordance with applicable federal, state, and local laws.

North Country Healthcare provides reasonable accommodation to qualified individuals with disabilities and to individuals with sincerely held religious beliefs, as required by law. Applicants who require reasonable accommodation to complete the application process, participate in interviews, or undergo pre-employment testing should contact [email protected].