Director of Operations

We are expanding our team to serve the needs of our community in the Lake of the Ozarks, Missouri area  Central Ozarks Medical Center (COMC) is excited to announce an opening for a Director of Operations. We are seeking a dynamic and experienced executive to oversee our company’s daily operations and drive efficiency.  The ideal candidate will be a strategic thinker with strong leadership skills and a proven track record in managing operational processes.   

Responsibilities:  The Director of Operations is a key member of the Leadership Team that assists the COO in overall practice operations and implementation of health center operations policies. This position leads revenue and profit growth for Medical, Dental, Behavioral Health, Pharmacy, and Optometry departments.  Ensures each Practice Manager or Clinic Lead operates their department in accordance with COMC culture, standards and best practices. Effectively utilizes the resources provided by support departments to ensure that each Office achieves their practice objectives, and development of productive schedules so Clinicians can remain productive and COMC can meet strategic and operational goals.

Essential Duties and Responsibilities include the following.  Other duties may be assigned.

• Assists the COO with implementation of the organization’s healthcare plan and programs.
• Coordinates the management of practice sites to interface with clinical and administrative systems on the development and implementation of operational policies and patient schedules.
• Works to communicate effectively with physicians, clinic managers, department directors and the executive team to provide continuous focus on quality, efficiency and ongoing improvement by identifying opportunities to develop and implement Best Practice procedures within the Company
• Analyzes systems and procedures and recommends changes to improve workflow and efficiency. Implements effective tools to improve operational efficiencies and control costs.
• Directs and oversees the overall daily operations and management of the services provided for all health center sites.
• Monitors Provider schedules at all locations to ensure maximized encounters
• Assists Clinic Managers in ensuring that Clinicians have the support they need.
• Assists staff with the implementation of department goals, policies, procedures, and reporting tools through effective use of performance metrics and financial results.
• Initiates appropriate, timely, corrective action plans in response to unfavorable results and trends as directed by the COO or CEO.
• Regularly travels to all clinic locations to provide leadership and direction for clinic management and ensure positive relations between clinics and physicians.
• Coaches the entire team, Front Office Staff, and Back Office staff to develop comprehensive, financially successful practices, improve encounter efficiency and ensure patient retention.
• Works with Clinic Managers to ensure Office Leads create an accountable environment where patient care comes first, in order to ensure patient satisfaction.
• Collaborates with the Director of Facilities on maintenance and preventative measures to ensure clinic facilities and equipment remain in good working condition.
• Collaborates with Quality department to ensure all clinics are following state and federal quality guidelines.
• Monitors and continually works with Clinic Managers, in conjunction with the business office, to improve cash collections and accounts receivable for each clinic working. Ensure that effective point-of-service processes are in place, which are capturing maximum dollars at the time of service
• Supports office managers on accountability for staff productivity, FTE management, minimization of overtime, and overall financial performance of each clinic
• Works with clinic managers and staff to develop and implement performance goals and marketing efforts to achieve company and clinic objectives.
• Supports the achievement of performance targets & budgeted goals. Work within budget guidelines to maintain supported office profitability.
• Provides day-to-day leadership presence and supports an open-door policy among all staff.
• Participates in regular quality and process improvement meetings with other clinic leadership team members.
• Coordinates on-boarding new clinics, providers, and leadership staff.
• In conjunction with the clinical leadership team, works to enhance provider efficiency and, when necessary, assists in resolving clinic-related issues.
• Develops and establishes operating procedures and process improvement consistent with the Heath Center’s overall policies and objectives and ensures their adequate implementation and execution.
• Appraises and evaluates the results of overall operations regularly and systematically and makes recommendations for improvements.
• Works with the management teams to promote the understanding, communication, and integration of the organizations mission, vision, values, and strategies.
• Supports and participates in performance improvement efforts, including quality improvement initiatives and risk management.
• Lead and manage the clinic management team, including hiring, training, and performance evaluations, to achieve operations department objectives effectively. Provides ongoing feedback to clinic managers.
• Participates in or supports various company initiatives, such as marketing efforts, customer service programs, employee engagement and retention efforts, etc., as directed.
• Maintain protocols and guidelines as they relate to patient privacy (HIPAA) and team member safety (OSHA).
• Analyzes staff functions, develops optimized staffing patterns, provides, or arranges for necessary training.
• Serve as a liaison between C-suite, department leadership, and front-line employees.
• Optimizes work procedures to achieve the goals of each department.
• Participates in grant-related activities with Senior Management as required.
• Oversees training for safety and security evacuations.
• Other duties as assigned.

Qualifications Requirements:  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.   Should have experience in partnering with executive leadership and have a high level of written and oral communication skills.  Knowledge of practice management components, particularly in cost constrained environments. Full ability to navigate and produce reports from Electronic Medical Record (EMR) systems. Knowledge of regulatory compliance, i.e., HIPAA, FQHC, OSHA, CLIA, etc.  Basic understanding of information technology and ability to organize, analyze, and synthesize complex data from various sources. Willingness to work flexible hours in order to meet organizational needs. Must have the ability to plan and organize work to meet deadlines. 

Education and/or experience:   Bachelor’s degree in business or healthcare management required, with a master’s degree preferred.  Project Management experience preferred.  Facilities Operations Management experience preferred.  Proven, demonstrated expertise in problem solving, priority setting and analytical skills. Minimum of three years supervisory and senior management experience, preferably in a healthcare setting. 

Language Skills:   Ability to respond to inquiries or complaints from customers and regulatory agencies. Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents.  Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to effectively present information to top management, public groups and/or Board of Directors.

Mathematical Skills:  Ability to work with accounting concepts, develop and follow department budget(s).

Reasoning Ability:  Critical thinking skills and the ability to handle stressful situations. Ability to define problems, collect data, establish facts, and draw valid conclusions.  Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables. Ability to draw valid conclusions, apply sound judgment in making decisions, and to make decisions under pressure.

Skills and Abilities:

Growing Revenue and Profit

Results driven; aligns and allocates time and energy on key drivers.

Understands key metrics, revenue drivers, and ROI expense analytics.

Understands Regional market drivers and competition.

Developer of Staff

Strong supervisory skills and training skills

Clearly communicates vision and aligns team members around it

Identifies, develops and promotes potential Leads/Managers, and ensures that direct reports similarly develop their employees.

Provides continual, direct feedback; coaching vs. directing.

Appropriately delegates authority and responsibility and holds accountable.

Recognizes and celebrates success.

Influencer of professionals

Outgoing personality with strong professional acumen.

Ability to develop trusting, mutually respectful relationships with professionals.

Tailors coaching style to the individual’s needs and appropriate professional boundaries (e.g., clinicians).

Builds persuasion and empathy skills (e.g., case acceptance skills).

Active listener/observer of behavior.

Creates a win/win need for change.

Strategic Planner

Sets realistic monthly, quarterly, and annual objectives.

Measures and communicates monthly results.

Prioritizes work and time/schedule to achieve business objectives.

Plans ahead (6-12 months) to anticipate and overcome potential obstacles to success.

Business Acumen

Assesses and deploys resources to meet annual budgets.

Builds business and leadership skills of others to take appropriate action to generate positive cash flow.

Proficient knowledge of operational processes and best practices.

Proficient in the office level financials and balance sheets.

Effective Collaborator with Peers and Support Resources

Oriented towards team success.

Effectively communicates needs and expectations.

Engages others in the regional plan; shares best practices.

Innovates to improve operational processes.

Ability to respond to common inquiries from customers, staff, vendors, or other members of the community.

Ability to interpret and apply policies and procedures.

Must address others professionally and respectfully by actions, words and deeds.

Detail oriented, organized, process focused, problem solver, self-motivated proactive, customer service focused.

Displays independent judgment by willingness to make timely and accurate decisions based on available information that is sometimes vague or limited in nature.

Ability to multitask effectively and work in a fast paced and sometimes ambiguous environment, without compromising quality of work.

Ability to prioritize tasks and projects with limited direction, while understanding and contributing to the success of the clinic.

Other Skills and Abilities:  Strong communication skills that include diplomacy and straight forward instruction.  Excellent interpersonal skills end empathy towards patients. The capacity to function independently. 

Physical Demands:  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This includes moderate physical effort consisting of occasionally lifting or moving over 35 pounds of weight.

Travel Requirement: To fulfill the responsibility of the position travel to all COMC locations will be required.  Employee should have valid Missouri driver’s license. Overnight travel may also be required in specific incidences of training, conferences, etc.

Work Environment:  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Confidentiality of patient information is mandatory.

About COMC:

Central Ozarks Medical Center has been providing quality health care in Central Missouri since 1979.  Central Ozarks Medical Center’s staff members are committed to leading the way to healthier communities.  COMC offers a wide range of services based on the needs of the communities we serve. We pride ourselves on offering high quality healthcare regardless of insurance status.

Our Mission

COMC is committed to leading the way to healthier communities by reducing barriers to care, ensuring access for all, and creating a positive working environment of engaged team members with a shared goal.

Our Values

At COMC, we use the following strategically anchored values to guide all our actions:

Selfless Service: We lead by example

Approachable: We communicate openly

Resilient: We enable and Inspire

Passionate: We promote community

Responsive: We take action

Resourceful: We collaborate