Director of Operations - Specialty Services - CareSouth

SUMMARY: The Director of Operations (Specialty Services) is responsible for the day-to-day operations of specialty service lines. The Director is responsible for leading and managing designated programs and specialty services that integrate into, support, or augment care delivered in our health centers. Under the direction of the COO, and in conjunction with the medical providers and clinic support teams, the Director ensures compliance with current healthcare regulations and laws. quality and consistency within the patient-centered medical home; examines workflow and related operational procedures, and makes recommendations on improving patient outcomes, maximizing revenue opportunity, possible work simplification, and cost reduction improvements.

PRIMARY RESPONSIBILITIES:

Core Standards:

1. Knowledge and understanding of Employee Handbook.
2. Carry out the meaning of the CSMD Mission and Vision statements.
3. Practice a culture of safety to reduce or prevent risk of injury, claims, loss or liability by utilizing the Risk Management and Infection Control Plan.
4. Perform responsibilities with a high-quality standard to yield improved compliance, quality, and patient outcome measures by adhering to the Quality Improvement Plan.
5. Be present and ready for work as scheduled.
6. Attend in-service trainings, departmental meetings, and community events.
7. Work cohesively with team members.

Operations:

1. Oversee the development of new and existing specialty lines of services, sites and projects.
2. Facilitate the build out of specialty service lines.
3. Supports specialty needs by planning for equipment and supply needs.
4. Collaborates with providers to coordinate day-to-day patient care, ensure balanced provider panels within the health care team, and facilitate appointment access for members.
5. Assesses operational workflows and makes revisions / recommendations to assure optimal operations.
6. Manage change in integrated health care delivery systems, such as work restructuring, technological innovations, and shifts in the focus of care.
7. Directs the staff to continuously monitor provider schedules for new patient availability and office maximization.
8. Ensures the patient engagement, medical support and provider teams work collaboratively to create smooth and efficient office and patient flow for a positive patient experience.
9. Works varied and / or extended hours as operations dictate.
10. Ensures continuity of operational policies implemented across clinic sites.
11. Address and resolve patient complaints/grievances
12. Travel to assigned sites at least monthly for observation, supervision, and quality of service delivery monitoring.
13. Resolve conflicts
14. Other duties as assigned.

Leadership:

1. Maintains communication between medical staff and department heads
2. Demonstrates leadership and follow-up skills consistent with CareSouth Medical and Dental mission, vision, and values.
3. Develops and implements organizational policies and procedures.
4. Prepares activity reports to inform management of the status and implementation plans of specialty services.
5. During emergency management operations, the employee may be required to perform duties similar to but not limited to those in his/her job description.

Human Resources:

1. Responsible for employee selection and retention including - recruitment, hiring, onboarding, continuous training, coaching, setting goals and objectives, delegating work assignments, evaluating performance, assessing competency, and administering corrective action.
2. Treats staff, providers, visitors, and patients with dignity and respect.
3. Coordinates comprehensive orientation of new staff.
4. Helps create a positive and cooperative culture.
5. Builds an environment that supports positive team morale.

Quality Assurance:

1. Collaborates with administration and care team to identify opportunities for enhancing clinical quality, efficiency, and the patient experience.
2. Demonstrates stellar customer service skills towards patients, medical staff, coworkers, and the public.
3. Reviews and analyzes facility activities and data to aid planning and risk management, and to improve service utilization.
4. Follows and actively participates in CSMD's Quality Program and adheres to standards of improvement accordingly.
5. Work with quality team on quality improvement initiatives for areas of responsibility and ensures compliance with HEDIS indicators and other mandated standards.

Compliance:

1. Knowledgeable of healthcare regulations.
2. Ensures compliance with current healthcare regulations, medical laws, and high ethical standards.
3. Maintain awareness of advances in medicine, computerized diagnostic and treatment equipment, data processing technology, government regulations, health insurance changes, and payment options.
4. Maintains compliance with Joint Commission standards.
5. Maintains oversight of staff adherence to policies and procedures as outlined in the employee manual.

REQUIREMENTS:

1. Bachelor's degree in Health Services Administration, Healthcare Administration, Business Administration or equivalent; Master's Degree preferred. Fifteen years of specialty services healthcare administration experience may substitute for a bachelor's degree. Twenty years of specialty services healthcare administration experience may substitute for a master's degree.
2. Must possess a minimum of eight years of supervisory experience in a fast-paced multi-disciplinary practice.
3. Must have ability to learn using electronic health record systems, mastery of Athena a plus.
4. Must have strong computer skills.
5. Excellent verbal and written communication skills.
6. Must have exceptional interpersonal communication skills.
7. Must be able to effectively resolve conflicts.
8. Performs all job responsibilities in full compliance with all applicable laws, rules, regulations, policies, and procedures.

SUPERVISES

Patient Engagement staff - direct or indirect

Operations Manager (s) - direct or indirect

Office Coordinator (s) - direct or indirect

Office Manager(s) - director or indirect

TRAINING

1. Relias Supervisory Track
2. Relias Track A Non-Clinical
3. Relias CareSouth Onboarding
4. Manager Track

PERFORMANCE EVALUATION MANAGEMENT

1. Administrative Evaluation

PHYSICAL REQUIREMENTS:

1. Visual acuity - always
2. Hand - eye coordination - always
3. Lifting approximately 10-15 lbs., Pushing, Pulling - sometimes
4. Primarily sedentary
5. Stooping, Bending, and Standing - sometimes
6. Walking- frequent; short distances

WORK ENVIRONMENT:

1. Indoor, environmentally controlled
2. Exposure to disease or infections
3. No vibrations
4. Exposure to artificial and/or natural light
5. Minimal exposure to outdoor weather elements