Director of Regional Site Operations

3 weeks ago

Morristown, United States Zufall Health Full time

Position Summary

Under the general direction and leadership of the SVP of Site Operations (SVPSO), the Director of Regional Site Operations (RD) supervises the day-to-day administrative and operational functions of Zufall Health Center (ZHC) locations in the defined regional area. Responsibilities include high-level coordination of all matters pertaining to clinical and operational management, revenue cycle, clinical support functions, patient customer service with an emphasis on trauma-informed care (TIC), patient encounters, front office operations, facilities, and management of support staff including front desk and clinical support staff. The RD will be the administrative supervisor of the site managers (SM) and assistant site managers (ASM) regarding daily operational functions/duties, scheduling, and patient flow, and will ensure that all performance reviews and staff management issues are addressed in a timely fashion. The RD will monitor the dashboards to ensure that providers are meeting their patient load requirements and that the billable visits equal the monthly operating costs per site. The RD position requires the utmost decorum and compliance with the code of conduct, ZHC policies and standards, and ethical matters. Compliance, policy, and code of conduct will be part of the RD regular performance evaluations as well as developing an ongoing leadership training program and standards for leadership mentorship. ZHC will train an elite group of future-thinking leaders in a leadership development mindset building up the organization and operational functions.

Functional Duties/Day-to-Day Operations

Staff Management

Provide direct supervision to site managers and assistant site managers of all sites within the assigned region including coaching on management tasks, addressing staffing issues, and accountability to achieve site goals Hire: coordinate training of new site leadership positions to fill vacancies Provide direct coverage for site managers who are out on leave or when there are vacancies Conduct annual employee reviews and initiate disciplinary action on an as-needed basis for direct reports (SM/ASM) and coach SM/ASM in the disciplinary process, as needed Oversight of teaching SM/ASM to deal with difficult patients and employee concerns Initiate and guide site leaders in the development of relationships and partnerships with outside agencies/patient resources Encouraging positive teamwork environment Support managers in developing rapport with and supporting providers Support managers in SBAR leadership tools, developing skills to think out of the box Consistently adheres to all departmental policies and procedures Conducts all aspects of the job in a professional and ethical manner Works independently with little or no supervision but uses available resources for problem resolution as indicated by circumstances or need Completes assignments in a timely and efficient manner Maintains elevated level of confidentiality Works collaboratively with team members to assure the optimal outcomes of care and service Utilizes departmental resources prudently and appropriately Uses communication methods which create and foster a positive image of the department, upholding the values of the Zufall Health Center Communicates appropriately both verbally and in writing; uses appropriate mechanisms for identifying and resolving work related issues Trains new site supervisors, in conjunction with current SM/ASM staff Guide site managers in development of relationships with outside agencies/patient resources Acts as the facility administrator who plans for, and oversees the managerial, operational, fiscal, and reporting components of the facility Participates in the quality assurance committee Ensures that all personnel are assigned duties based on their education, training, competencies, and job descriptions Ensures the provision of facility orientation and education to the staff appointed to the specific facility Establishes and maintains liaison relationships and communication with facility staff and services, with support services and community resources, and with patients Keeps manager or supervisor always informed of work-related issues Performs additional duties as determined by supervisor

Patient Services

Develop and maintain a customer-service focus of the health center Establish and maintain policies and procedures regarding the schedule of services, sites, and staff Support PCMH service standards Maintain HIPAA-compliant procedures within the practice Respond to patient complaints as appropriate Oversee and ensure accountability for bi-annual patient satisfaction surveys, analyze, and distribute results Monitor performance of regional sites to identify and resolve problem areas, highlight, and reward areas of achievement, seek, and implement innovations to improve efficiency, patient satisfaction, and staff satisfaction Support revenue and utilization goals Ensure sufficient hours to meet patient needs Conduct bi-annual patient satisfaction surveys, analyze, and distribute results in coordination with the operations administrative assistant

Administrative/Management

Plan, direct, supervise, and coordinate all administrative staff work activities Monitor spending against operational expense budgets and ensure prudent use of resources with the SM/ASM positions Support site managers in ensuring facilities' needs are addressed Oversee purchasing of all non-clinical supplies, equipment, and furnishings Assist with the establishment and staffing of new sites Plan for emergencies including emergency closings due to weather or other events. Be the primary communicator to staff regarding contingency plans for emergencies or closings Timesheets and payroll Budget Management. Ensure SM/ASM oversee front desk, MA, DA, and staff duties. Daily and weekly check-ins with SM/ASM re: TrainingMonitor Teams messages as neededCoordination with the contact center/other sites for provider coverage as neededOutside organizational calls/questionsOverview of schedules for practice providers and highlight opportunities in a timely mannerStaff ManagementSite facility maintenance and management

Knowledge, Skills, and Abilities

Knowledge of computer software programs such as Microsoft Word, Excel, PowerPoint, and electronic medical records Excellent customer service skills Ability to work with very little supervision Ability to adapt quickly to unanticipated changes in workflow or work process, frequent changes in insurance rules, and/or coverage changes Independent out-of-the-box thinker Ability to maintain a professional, calm working environment despite the busy always fluid changing environment Strong general computing skills, including internet, Excel, Word, and practice management software experience; EHR experience is a plus, specifically eClinicalWorks Ability to understand, carry out, and remember verbal and written instructions Bilingual (English and Spanish) preferred Strong, self-directed written and oral communications skills Knowledge of federal programs and community health centers Learn and apply the trauma-informed care principles within the scope of the position

Education, Training, and Experience

Minimum of five years health care administration, high-paced practice environment Minimum of five years supervisory/management experience, particularly in leading teams BS or BA degree required. Master’s degree in management, public health, or related field ideal Strong, self-directed written and oral communications skills Knowledge of federal programs and community health centers preferred Clinical background strongly preferred

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