Associate Director of Operations

1 week ago

Oconomowoc, Wisconsin, United States Rogers Behavioral Health Full time

The Associate Director of Operations-Telehealth (ADOT) leads the telehealth operations, including development and successful implementation of all new programs, supports the maintenance, and optimization of all existing telehealth programs. The ADOT develops and enforces standard protocols ensuring an effective scalable telehealth network. The Associate Director is responsible for the financial operations, overall management of all telehealth services, and human resource functions, including assessing staff performance, scheduling, and performance improvement. The Associate Director oversees the continuity of care for patients so they may achieve or regain, and then maintain, maximum physical, emotional or social functions. This position has global responsibilities for participating in the management and leadership of the outpatient services and is integrated into the Rogers Behavioral Health system.

Job Duties & Responsibilities:

Work closely with the Vice President of Strategic Initiatives in the development, growth, and optimization of Telehealth services

  • Leads continuous refinement and improvement of telehealth operational approaches.
  • Formulates, develops, and oversees the implementation of all telehealth services.
  • Fosters and supports the creation of new telehealth programs and keeps pace with a rapidly expanding program anticipating additional workforce needs to support planned work.
  • Works closely with outreach and marketing departments to bring awareness to telehealth services provided.
  • Evaluates patient outcomes and experiences to improve services provided.
  • Anticipate changes in technology needs.

Responsible for all aspects of patient care provided in telehealth services.

  • Ensures established standards of care are provided in a safe, therapeutic patient care environment.
  • Assure that each discipline is actively engaged in continuous learning based on the stated therapeutic techniques of the clinical program and integrates that knowledge into the program.
  • Create program revisions based upon patient and staff feedback as well as clinical outcome data.
  • Provide for staff development to assure competent care.
  • Facilitate skill development and educational opportunities specific to identified areas of need.
  • Monitor staff performance for care delivery, physician relations, documentation, treatment planning and resource utilization.
  • Counsel staff to achieve performance expectations.
  • Interact with admitting staff regarding admissions and discharges into the program.

Facilitate intra-department communication and oversee patient care and safety.

  • Investigate and respond to all incident reports, complaints, and grievances that occur. Involve Compliance and HR as necessary.
  • Meet with patient/family to resolve concerns, address complaints, and answer questions. Advocate for the resolution of care issues, accessing resources in support of the patient.

Utilize principles, tools, and systems for data-supported decision making

  • Convert knowledge of multi-dimensional information into accurate analysis that leads to meaningful recommendations and action
  • Ensure reporting and communication are completed on a timely and repeated basis to manage short-term and long-term goals
  • Collaborate with supporting departments and leaders to gain consensus on information and sourcing detail for transparency and consistency

Department Partnerships

  • Provide knowledge transfer and sharing of initiatives that connects functional core competencies to the organization's sustainability
  • Participate in and contribute to enhancements to process and technology that increase effectiveness and efficiency of value-add activities to patients
  • Present visible results that are translatable to stakeholders, clarifying complex subjects in a concise manner
  • Influence and motivate leaders impacting, or impacted by, the operations of the telehealth program.

Communication and professional conduct

  • Written and verbal skills demonstrate succinctness and clarity around complex issues.
  • Demonstrate organizational skills that promote timely response to inquires and to project completion.
  • Communicate with all individuals in a positive and controlled manner, communicating concerns and providing solutions
  • Project professionalism in meetings, both in-person & virtually
  • Establish and maintain effective working relationships with a wide range of professional administrative and technical staff at all levels within the organization
  • Demonstrate professional image by wearing appropriate professional attire

Knowledge of acceptable business practices

  • Adhere to administrative reporting structure and procedures
  • Delegate responsibly and effectively
  • Utilize sound, professional judgement including resourcefulness, initiative, discretion, integrity, and thoroughness.
  • Ability to work in a changing, ambiguous, and fast-paced environment.
  • Demonstrate and applicable understanding of Joint Commission, State, Federal, and other compliance policies & procedures
  • Involve self in learning and continuing education of applicable regulatory standards
  • Ensure documentation of role and department roles is completed and accurate

Manage personnel

  • Effectively interview and onboard employees according to accurate and current job descriptions
  • Promote a team environment, leading by example and by participating in workload completion when necessary.
  • Provide mentorship and coaching to have challenging employee conversations when necessary.
  • Communicate with employees promptly when incidents arise that may be a detriment to their performance or to the organization in general.
  • Assist employees in professional growth.
  • Develop performance standards by which employees can be measured, including competence within areas of responsibility.
  • Perform employee evaluations in a timely manner

Other Duties as assigned

Additional Job Description:

Education/Training Requirements:

  • Bachelor's degree required; Master's degree preferred in behavioral health sciences, Nursing or business.
  • A minimum of one to three (1-3) years' experience in a supervisory/management and leadership role is required with progressively responsible experience in healthcare industry. Telehealth experience preferred
  • Clinical experience in mental health or chemical dependency services is preferred.

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