Director, Operations

Director of Operations

It's rewarding to be on a team of people that truly believe in making an impact!

We are committed to building the best primary care environment for patients and are seeking healthcare enthusiasts to join us.

Job Summary

The Director of Operations oversees all clinical and administrative aspects of the practice(s) including revenue goals, performance metrics, center operations, administrative and patient management functions. This person is accountable for patient satisfaction, staff leadership, productivity, clinical quality of care, health center operations, membership growth, and fiscal management. This position oversees (directly or indirectly) shared services including, but not limited to, patient services, transportation, care management, wellness, community outreach, and member engagement. The Director of Operations is self-motivated, has excellent communication skills, creates an environment of clear accountability, and takes ownership of outcomes. This person provides input on strategic growth planning and manages a budget under the direction of the Market President or Market Vice President.

Duties & Responsibilities

Essential Duties & Responsibilities

• Oversees the day-to-day operations of the centers and ensures workflow at centers are being followed.
• Oversees the growth and ongoing operational success of the company's business initiatives.
• Mentors and trains new and existing Health Center Managers to assure consistency of quality services and consistent workflow at the centers.
• This position provides leadership for quality and clinic staff in the development, implementation, measurement, and monitoring of strategic initiatives that assure that clinical quality outcomes are being met.
• Ensures compliance with established Standard Operating Procedures (SOP) for center operations and other disciplines.
• Distribute and review performance reports, financial reports, financial drill downs, and monthly roster.
• Coordinate training sessions for HEDIS, MRA, and Pharmacy Metrics, manage calendar and schedule meetings between provider and insurance Company.
• Conduct PCP appointment reconciliations to ensure members are seen at least once per quarter and are provided quality care. Ensures patients are seen in accordance with established protocols.
• Works with providers and Health Center Managers in the execution of high-quality cost effective clinical outcomes
• Works closely with Health Center Managers and staff to continuously improve the safety, effectiveness, efficiency, quality, and timeliness of healthcare delivery.
• Answers operational questions and resolves issues coming from the medical centers.
• Assists in the development of new operating procedures and policies.
• Assists the training department with new franchisees and ongoing training using quality assurance metrics.
• Creates and analyzes reports to present to the Executive Team.
• Works in conjunction with Integrations in project deliverables with acquisitions and Denovos.
• Analyzes overall performance of the clinic, evaluates areas for improvement, makes corrections and provides feedback as a result of those changes.
• Supervises daily operations of all departments including order generation, help desk functions, mail pickup and delivery, and shipping and receiving.
• Provides direction and guidance to center managers in the day-to-day management of business operations needed to achieve performance targets.
• Works with procurement in making purchases and reconcile center expenses.
• Identifies problems in operations processes and ensure that they are resolved in a time-efficient manner.
• Participates in the budget process to ensure departments operate within their approved budgets.
• Monitors, controls, and manages business operations to meet customer expectations and company goals.
• Manage key performance indicators: Clinical Outcome, Productivity, Utilization, Risk Management, Patient Satisfaction and Financials.
• Coordinates and manages project plans and schedule to ensure project delivery is within allotted budget and timelines.
• Maintains clear and accurate operations documents/procedures for reference purposes.
• Tests applications, follows up on pilots, collects feedback forms and reports on flaws and updates.
• Organize and monitor schedules at the centers to ensure deadlines are met

Additional Duties & Responsibilities

• Trains staff and monitors the practice workflow
• Provides support to all associates
• Ensure that all associates demonstrate exceptional customer service and follow all company policies and procedures.
• Demonstrated negotiation and problem-solving skills.
• Robust skills in Microsoft Office software, including Word, Excel, PowerPoint, Access.
• Ability to meet project objectives within designated constraints
• Ability to analyze cost and utilization data.
• Maintain excellent written and verbal communication with all internal and external customers.
• Assist with all contracting administration and projects, as needed.

Supervisory Responsibilities

• Managers are responsible for all areas of our medical centers. Will have direct reports.

Critical Results

• Net Enrollment
• NPS 80
• Revenue / EBITA Target

Best Practices

• Maintains lowest cost per call on physiotherapy tv and radio commercials by creating and editing new content and new treatment techniques.
• Monitor physiotherapy Telemarketers as well as media buys to assure maximum ROI on physiotherapy advertising.
• Monitor telemarketing follow ups for patient complaints and feedback and rapidly resolve any issues.
• Monitor and improve patient satisfaction with a treatment satisfaction survey to be distributed at the end of the treatment.
• Trains and monitors physiotherapy staff to provide best patient experience
• Consistently researches new natural pain relief treatments to incorporate into existing protocols to improve pain relief results

Education & Experience

• Bachelor's Degree in Healthcare Administration, Business Administration, or equivalent. Minimum of 5-7 years of relevant experience with health system contracting.
• Strong demonstrated knowledge and understanding of the healthcare industry, legal and regulatory requirements.
• Medical Insurance knowledge
• HIPAA Knowledge

Education Requirements

Required/Preferred

Education Level

Discipline

Required

Undergraduate Degree

Healthcare industry management

Knowledge, Skills & Proficiencies

• Skill in operating phones, personal computer, software and other IT systems.
• Skill in oral communication
• Ability to communicate with employees, patients and other individuals in a professional and courteous manner.
• Ability to pay close attention to detail and to ensure accuracy of reports and data.
• Fluent in English and Spanish

Job Requirements

Physical Requirements

This position works under usual office conditions. The employee is required to work at a personal computer as well as be on the phone for extended periods of time. Must be able to stand, sit, walk and occasionally climb. The incumbent must be able to work extended and flexible hours and weekends as needed. Physical demands include ability to lift up to 50 lbs. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable

Work Conditions

Must be able to perform essential functions such as typing, standing, sitting, stooping, and occasionally climbing

Travel Requirements

Travel Required

Amount of Expected Travel

Details

Yes

50-75%

Work will involve some driving/traveling to medical centers clinics. Traveling outside the Directors district may apply.

Tools & Equipment Used

Computer and peripherals, standard and customized software applications and tools, and usual office equipment.

The duties and responsibilities described above are designed to indicate the general nature and level of work performed by associates within this classification. It is not designed to contain, or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this job. This is not