Elizabethtown, Kentucky
Director of Operations - Madisonville, KY Job Opening in Elizabethtown, Kentucky - Job Summary:
The Director of Operations technical expertise, collaborative leadership in the ongoing development and direction for assigned practices including integrity of operational processes (both administrative and clinical), patient access, operations budgets, human resources, regulatory compliance and standardization of operational activities. The Director of Operations will partner with the Practice Managers to ensure efficient day-to-day operations and strong financial performance. Success in this position will be evidenced by the achievement of patient-centered service excellence, standardization of operations, strong financial results and physician engagement. Consistent with the mission and vision of Baptist Health, the BHMG clinics will be known for exceptional customer service and high quality patient care. The Director of Operations is expected to create a practice culture that is committed to patient-centered customer service, personal accountability, and regulatory compliance.
Principal Duties and Responsibilities:
The following is a summary of the major functions of this individual's job. He or she may perform other duties, both major and minor, which are not mentioned below, and specific functions may change from time to time.
for directing the overall practice/clinic operations that support the BHMG goals and objectives. Key focus on implementing strategies relating to the development and management of a strong provider network which ensures consistent and standardized processes for quality clinical services, leading to an exceptional patient experience. Strategies will create an environment which fosters positive physician, patient, and employee relationships. Position is responsible for development of strong operational infrastructure. Position continually evaluates clinic processes and procedures; and recommends improvements to patient flow, appointment scheduling protocols, hours of operation, and other changes that will enhance patient satisfaction and improve financial success of each clinic.
for the integration of practice operations for those practices which may be acquired by BHMG. From an operational perspective, directs the planning and onboarding of new acquisitions and newly employed providers to ensure seamless transition for patients, physicians, and employees. Works to achieve cultural integration. Manage the Baptist brand by exporting the Baptist culture of service excellence and standardized care.
gaps in network composition, services, or systems which ultimately have a negative impact on compliance, financial, and relationship outcomes. Researches, evaluates, and provides guidance on operational short-falls within practices; works to resolve the short-falls. Develops internal processes to support and sustain these improvement efforts.
the re-engineering of practice operations to embrace the patient centered clinical practices. Engage the physicians and other key stakeholders in the transformation process.
with Executive Director of Operations to evaluate service expansion and growth opportunities. Executes plans to achieve desired growth.
with Practice Managers to develop individual practice goals; uniform policies/procedures; and assurance of budget compliance for clinic operating units. Acts as a mentor, resource, and support for direct reports to ensure strong communication resulting in an environment of encouragement and accountability. Creates a culture of being proactive versus reactive. Directs and guides each Practice Manager on his or her individual practice budgets to ensure best possible financial outcomes and practice management.
collaboratively with the Practice Managers to improve clinic and service line operating margins, monitor provider productivity and revenue by location, with the goal of minimizing the level of hospital subsidization required for continued operations.
strategies and leads the execution of site-specific action plans for promotion and adoption of operational changes required to move in new directions (readiness for ?medical home? and accountable care models of healthcare delivery). Develops and communicates efficient and effective departmental policies and procedures which contribute to network standardization.
Cycle Management ? Responsible for the processes and oversight to ensure timely charge entry, collections at point of service (copays and outstanding balance), accuracy in patient registration, eligibility verification, and expeditious resolution to requests for information related to third party claims processing.
Operations ? Works collaboratively with Practice Managers to ensure clinical competency of support staff, ensure OSHA compliance, ensure CLIA compliance, and adherence to standard protocols for handling of contaminated instruments (sterilization of instruments).
monthly meetings for Practice Managers, clinical leadership and Physician partners. Goal is effective and efficient transfer of information and staff development.
for the efficient and meaningful use of meetings designed for physician and staff communication and engagement. Monthly meetings should be a primary means of disseminating information to the primary care physicians. These meetings are a critical component of physician engagement.
Key Accountabilities:
1. Service Excellence ? ? Works with BHMG Regional Executive Director of Operations, BHMG Regional Physician President, physicians, and others to develop and implement patient care protocols, manage quality initiatives, accelerate the adoption of characteristics and core competencies associated with patient centered ?medical home?, and ensures ?retail readiness? as defined by responsiveness to patient expectations for access and convenience. Standardization of process and procedure will be imperative to success.
2. Financial viability of clinical practices ? Goal is to improve individual clinic and overall operating margins and reduce the level of hospital subsidization required for continued operations. Key components of financial viability include: Provider productivity, efficient management of operating expenses, capital expenditures, appropriate staffing levels, and standardization of operations across the network. Assists in the achievement of productivity standards.
3. Physician Engagement ? Build ?partnership? relationships with the employed primary care physicians, which include developing their knowledge, understanding, and appreciation for the strategic initiatives. Director of Operations is a high visibility position, requiring significant field presence. Encourage culture of partnership, collaboration, and stewardship.
4. Regulatory Compliance ? Areas include appropriate medical record documentation, clinic licensure, on-site dispensing (generic drugs) protocols and procedures that ensure compliance with Federal/State regulations, human resource policy and procedure, and other corporate policies and procedures.
Minimum Education, Training and Experience Required:
BA/BS in Healthcare or Business related field required.
MBA/MHA preferred ? Business related expertise may be substituted for advanced degree.
A minimum of 8 - 12 years of progressive management experience in physician practice operations. Experience in large group practice settings with multiple locations, 25 or more physicians, and hospital-owned or sponsored physician networks strongly preferred.
Experience in physician practice acquisition and integration; as well as, practice development.
Experience with minimizing gaps in operations related to physician practices.
Skills and Abilities Required:
Customer service orientation, with patient-centric concept of service excellence. Requires appropriate clinical awareness with strong healthcare background. Proven ability to create an environment that leads to an exceptional patient experience.
Exceptional relationship building and relationship management skills. Outstanding interpersonal skills and the ability to relate at all levels of the organization. Requires an executive presence.
Understands physician relationship dynamics; has the professional demeanor and interpersonal skills to earn the respect, confidence, and support of physicians. Personal qualities of accountability, credibility, and trustworthiness will be key to establishing a working rapport. Ability to develop a team approach () to patient care.
Demonstrated ability to analyze problems and opportunities, identify alternative solutions, project consequences of proposed actions, and implement recommendations that support the organizational goals. Proven ability to effectively lead complex organizations with multiple stakeholders.
Change management experience ? requires the ability to separate the urgent from the important, manage time-sensitive projects, and competing priorities. Individual must be comfortable in an environment characterized by rapidly changing priorities, inherent complexity, with demanding timelines, and multiple stakeholders.
Excellent verbal and written communication skills to include formal document preparation and oral presentation experience. Ability to deliver board presentations and network updates.
Strong business/financial acumen; propensity to be data and metrics driven.
Physical requirements:
Strength -- Position requires ability to occasionally push/pull and lift objects less than 20 pounds.
Manual Dexterity -- Position requires ability to constantly perform simple motor skills such as moving from area to area in the building, on campus and off campus. Position requires ability to frequently perform moderately difficult manipulative skills such as typing, data entry.
Coordination -- Position requires ability to constantly perform gross body movement such as stooping, filing, etc, and constantly to perform tasks, which require hand-eye coordination such as keyboard skills.
Mobility -- Position requires ability to frequently move from department to department, building to building, and to sit for prolonged periods of time.
Visual Discrimination -- Position requires ability to constantly see objects closely as in reading and viewing paper records and computer screen.
Hearing -- Position requires ability to constantly hear normal sounds with some background noise as in answering the telephone.
Mental Requirements:
Concentration -- Position requires ability to constantly concentrate on minimal and fine detail with some interruption.
Attention Span -- Position requires ability to frequently attend to task/function for more than 60 minutes at a time and to frequently attend to task/function for less than 10 minutes at a time.
Conceptualization -- Position requires ability to frequently understand and relate to concepts behind specific ideas, to frequently understand and relate to the theories behind several related concepts.
Memory -- Position requires ability to constantly remember multiple tasks/functions given to self and others over long periods of time.
Communication -- Position requires ability to constantly communicate verbally and in writing using advanced level vocabulary and advanced writing skills.
Working and Environmental Conditions:
General office type setting. Well-lighted and ventilated environment. Frequent travel between sites. Accessibility outside normal business hours, including the ability to facilitate and/or participate in early morning (i.e. 7 a.m.) and evening (after 5 p.m.) meetings as needed.
Job Type: Full-time
Required education:
Master's
Required experience:
Mana: 10 years
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