Director, Business Operations

3 weeks ago

Methuen, United States Greater Lawrence Family Health Center Full time

Established in 1980, the Greater Lawrence Family Health Center (GLFHC) is a multi-site mission-driven non-profit organization employing over 700 staff whose primary focus is providing the highest quality patient care to residents throughout the Merrimack Valley. Nationally recognized as a leader in community medicine (family practice, pediatrics, internal medicine, and geriatrics), GLFHC has clinical sites throughout the service area and is the sponsoring organization for the Lawrence Family Medicine Residency program.

Director of Business Operations is responsible for performing business practice operations advancement. Their performance includes planning, organizing, and ensuring successful business operations for all sites and support services. The position is also responsible for providing strategic business models to operations leadership in all areas relating to process improvement initiatives; executing training and development of template scheduling staff; and providing project management and analytical review combined with measurement tools to ensure success. The Director works closely with Chief of Finance and VP of Operations to achieve optimal revenue performance. The Director of Business Operations Optimization leads the team of Business Operations Optimization Manager/Supervisor.

Job Responsibilities:

    • Develops and continuously enhances due diligence and integration processes, tools, analytics, and reporting to drive efficiencies and improve operations business performance.
    • Delivers gap analysis based on practice revenue cycle and business operations benchmarks, established best-practices, compliance and/or regulatory requirements
    • Communicates with executives on project statuses and coordinates with other department leaders/team members to ensure successful completion of projects and initiatives
    • Performs quality control on projects throughout implementation to maintain the standards and outcomes expected
    • Develops and maintains quality training programs, materials, and standard operating procedures for their direct reports.
    • Effectively coordinates and works with leadership to continuously improve business performance for the overall operational expenses, fostering cross-functional collaboration, accountability, and results.
    • Provides direction, recommendations and in depth support to site ops leadership to ensure strategic objectives are met along with all key operations performance metrics.
    • Facilitates regular scheduled meetings to report performance, concerns, provide training, and improvement plans with key stakeholders
    • Challenges the best practices and seeks opportunities to drive process improvements
    • Develops and implements action plans to address and improve deficiencies in process and performance as identified
    • Collaborates with on-site resources in operational services and problem solving to maximize solution offering and patient satisfaction
Optimize-Execution
  • Ensures quality work within large projects / programs in agreed timescale and budget.
  • Establishes realistic and aggressive team/individual goals, and action plans that deliver results.
  • Consistently and effectively manages stakeholder expectations ensuring alignment across the organization.
  • Refine & improve processes by executing strategic projects.
  • Demonstrates high visibility, consistently interacting with key stakeholders to inform, advise, listen, encourage, and challenge (e.g. routinely rounds with employees, physicians, patients, etc.).
  • Optimizes performance by overseeing day-to-day operations in a high quality and cost-conscious manner (e.g. maintains appropriate staffing ratios, actively manages quality initiatives, leads successful initiatives).
  • Clearly understands and communicates metrics and targets to the organization.
  • Demonstrates high level complex problem-solving abilities (e.g., identifies drivers of service line losses).
  • Uses highly developed expertise in quantitative analyses to define and support facility goals.
  • Understands business development and strategies that lead to a competitive advantage.
  • Working knowledge of patient care standards reflected in federal and state regulation.
  • Takes decisive operational action in high stakes situations or times of crisis and uncertainty.
  • Promotes or asserts own position and ideas for operation improvement, quality care delivery, revenue, and volume growth.
  • Seeks and champions new ideas and initiatives that create operational/strategic advantage.
  • Decisively confronts and resolves issues or barriers to success.


Financial-Insights
  • Understands financial indicators/levels and delivers year over year improved financial performance (e.g., actively contributes to ideas that curtail cost in the business plan).
  • Uses financial and productivity analysis vs. anecdotes to make decisions (e.g., continually reviews cost and productivity reports and directs efforts for improvement in targeted areas of opportunity).
Drive-Organizational-Success
  • Engages in team strength assessments and recruitment or promotion action plans that meet current/future talent needs (e.g., identifies and develops/mentor's younger tenure talent).
  • Is an effective team member to pursue new growth, implement new processes, and/or address new challenges (e.g., A-Team challenge to improve patient experience scores).
  • Provides ongoing feedback, measurement and assessment process that measure performance to plan and cause course correction for direct reports (e.g., meets with staff weekly to discuss progress on key initiatives/operations).
  • High level, complex problem-solving abilities both in groups and in one-on-one situations.
  • Decisive leader, with the ability to understand stakeholder's viewpoints and needs, and work strategically in the best interest of patients and the practice. A strong reputation for sustained, inclusive, trust-based employee relations.
  • Proven success in balancing quality issues and partnering with practice staff to address training improvements in non-labor reduction initiatives.
  • Experience in a system with excellent employee, patient satisfaction, quality and outcomes improvement programs.
  • An understanding of information systems as they pertain not only to accounting but also to decision support, cost management and revenue enhancement.
Qualifications:

Experience
  • 2-3 years' experience in health care systems
  • 5 years' experience in management/supervision and finance experience
  • Proficient with Microsoft and electronic systems.
Education
  • Bachelor's Degree in Business, Finance or MBA preferred, combination of education and experience will be considered.

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