Area Clinical Operations Director

Job Description

Reporting to the Chief Medical Officer (CMO) and the Regional Vice President of Operations (RVP), the Area Clinical Operations Director (ACOD) is responsible for the leadership and oversight of clinical care and direct provider supervision at their designated University Hospitals Urgent Care (by WellStreet) centers. The Area Clinical Operations Director collaborates effectively with the care team to continuously improve outcomes, experience, and efficiency of our service line offerings. The ACOD will work collaboratively with the CMO, RVP and other ACODs, as well as the senior operations leaders to ensure that we continue to provide the highest quality care with a continued focus on patient experience throughout our Ohio market.

The Area Clinical Operations Director will be responsible for roughly 12-14 clinics within a designated geographic region. The position will require a continued focus on clinical care through clinical shift work as well as dedicated time for administrative duties. Time spent between clinical and administrative time will need to be flexible with the expectation for the role to be roughly a 50/50 split between clinical and administrative time. This role requires onsite visits and will require the ACOD to reside in or near the Cleveland, OH area.

Responsibilities include, but not limited to:

Culture

• ACOD is responsible for the continued health of our organizational culture by promoting a work environment that places a relentless focus on quality care and patient experience and fosters an atmosphere of teamwork and trust.
• ACOD will spend most of their time inside the clinic both practicing as well as interacting with provider and clinical staff.
• ACOD should have a complete understanding of the concerns and issues affecting providers and work independently and with the SMD to address these.
• Motivate Providers to maintain an “owner mentality” and motivate clinic team members to consistently practice at the highest clinical and patient experience standards.

Clinical Practice

• Provides and manages direct patient care, including physical examinations, evaluations, assessments, diagnoses, and treatment. Clinical time will vary as the needs of the business varies.

• • ACOD will work with the Clinical Quality Manager to perform 30, 60, 90-day reviews on new hires reporting results to SMD and discussing any areas of improvement.

• Oversees patient care assessment for all services provided at the urgent care centers and ensures that appropriate clinical protocols are followed in conjunction with the findings.

• In conjunction with the SMD, assess and monitor clinical competency of Medical Staff through chart audits and performance assessments.
• Ensures all providers practice within the scope of their license and credentialing.
• In collaboration with the Operations team, assists as requested to help develop processes, policies, procedures, and guidelines to assure quality of care standards are met throughout the system.
• Uses available reports, medical records, and on-site observation to review and improve the quality of care delivered by each individual provider.
• Monitor and ensure accuracy of provider coding and documentation.

Operations

• Review and respond to patient care complaints and grievances and recommend or take corrective action where appropriate.
• While maintaining high standards of medicine, support clinic KPIs including, but not limited to, reducing overall door to door times, cancel rates and improving Net Promoter Scores
• Vigorously support patient satisfaction & loyalty
• Collaborate with the Senior Management Team and Operations Director to ensure that the centers meet the requirements of all regulatory and accrediting agencies.
• Support process improvement efforts throughout Piedmont Urgent Care through promotion and collaboration on best practice in clinical and business operations. O
  • For example:
    • Work Comp / Employer Services
    • Agility Occ Med module
    • Client relations
    • Clinical training

• Share weekend “on-call” responsibilities with Regional Medical Director and Area Medical Directors
• Oversees the training and on-boarding of all urgent care providers.
• Develops programs and assists with the training of Providers which might include the following:
  • Patient communications skills
  • Conflict mitigation
  • Risk Management
  • On-site clinical leadership

• In collaboration with Senior Operations directors will report in monthly SMT meeting to executive team.

Human Resources

• Develops and maintains effective relationships with providers.
• In collaboration with the talent management team, collaborates with the SMD to manage the recruitment and hiring of all providers.
• ACOD responsible for understanding staffing needs in their centers and to report to SMD upcoming need for new staff and type.
• In collaboration with the provider scheduler, develop, monitor, and maintain physician staffing schedules to ensure coverage of the centers for all hours of operation.
• With the SMD, address provider performance concerns and implement corrective action when necessary.
• Ensure proper notification and collaboration with Human Resources team for any provider complaints related to workplace conduct, policy, and procedure violations, etc.
• Be a resource for and respond to provider questions and concerns.
• Supports and enhances provider satisfaction.

Communication

• Provides regular written and/ or verbal communication to the Medical Staff Organization relating to new initiatives, goals, and company directives consistent with direction from senior leadership and SMD.
• Notifies SMD immediately of any clinically significant poor patient outcomes or legal notices / demands of the Medical Staff.

Health System

• ACOD measures, reviews, and reports health system quality metrics
• Maintains a positive professional relationship with our health system partner.
• ACOD responsible for measuring, reporting, and maintaining referral patterns within the health system and working collaboratively with our health system partner to ensure best practices to support the CIN.

Qualifications and Required Skills:

• MD, DO, PA-C, NP candidates will be considered for the role
• Current unrestricted license to practice medicine in the state of Ohio
• Building and leading high-performance teams
• Exceptional communication skills.
• Performance management (annual performance, evaluations, coaching, mentoring, and progressive disciplinary actions)
• Verbal, written and presentation skills across varying professional levels (patients, providers, clinical staff, senior leadership)
• Managing competing priorities
• Building and maintaining cross-functional relationships
• Well organized, focus on accuracy, and attention to detail.
• Self-starter, able to work independently as well as with others.
• 5+ years of experience with WellStreet or equivalent urgent care or Emergency Medicine experience.

WellStreet Urgent Care is committed to providing the highest quality patient and customer care. In addition to the above requirements, WellStreet is looking for team members with the following qualities:

• A positive attitude toward patients, families, and coworkers.
• Willingness at all times to go the extra mile to create an outstanding experience for customers and to train and lead the center team to do the same.
• A desire to work in concert with others in an upbeat and supportive atmosphere while reinforcing the WellStreet mission to provide uncompromising service.
• A compelling desire to serve others, improve your community’s health, and have fun every day.