Director of Practice Operations

SUPERVISOR: Chief Operating Officer HOURS: M-F 8-5, Some Sat. 9-12, must be flexible

CLASSIFICATION: Full time/ Salaried/Exempt

TRAVEL / LOCATION: Travel between locations

QUALIFICATIONS:

• Bachelor's or master's Degree in healthcare administration or related field.
• Two or more years of professional experience managing a team in a healthcare organization.
• Demonstrated ability and familiarity with the tools, technology, and systems commonly used in healthcare settings including basic computer skills and Medent EHR.
• Previous experience supervising department managers or staff.
• Ability to effectively be accountable and provide accountability to the operational management team.
• Strong understanding of medical practices and operational procedures in primary care settings.

JOB SUMMARY: Working under the direction of the Chief Operating Officer, the Director of Practice Operations, will lead the management and supervision of the Office Managers at all the Jericho Road Primary Care Clinic sites. The Director of Practice Operations will be responsible for contributing to the overall development and success of our operations and strategies for operational excellence in care and customer service. This will involve leveraging various tools focused on improving people, processes, and technology. The Director of Practice Operations will support the COO in providing leadership to the practice management team to establish, implement, and oversee the strategies, plans, policies, and goals to move the efficiencies of the department to a state of operational excellence.

Essential Job Duties

CLINICAL

• Have a working knowledge of how to operate within the Medent (EMR) system, healthcare regulations and compliance within the healthcare system
• Serve as part of the response team for Department of Health and HRSA site visits, responding to requirements and documentation as requested.
• Model, monitor and hold staff accountable to all HIPAA regulations and guidelines.
• Ensure all clinical care is delivered in a manner that meets or exceeds goals and expectations for clinical outcomes, quality assurance standards, state/local/federal regulations, and patient satisfaction.
• Review and analyze clinical processes and data provided to improve the delivery of service.

SUPERVISION

• Directly manage Office Managers at multiple locations
• Ability to be a leader who can take direction from a supervisor and provide direction to others.
• Hold direct reports accountable to standards of patient care, attendance, following workflow procedures and team collaboration.
• Conduct weekly/monthly meetings with direct reports
• Responsible for hiring, coordinating, training for, and conducting disciplinary action of direct reports.
• Review any incidents involving patient complaints concerning staff with their supervisor.
• Responsible for thehiring, onboarding and training plan for direct reports.
• Conduct 30, 60, 90 day and annual evaluations for direct reports.
• Create an environment that motivates managers and staff to strive for excellence.
• Create a culturally diverse environment that speaks to the inclusion of all staff.
• Review reports of staff performance, guide managers to make necessary decisions regarding staff accountability, performance and disciplinary actions. Support documentation of incidents and actions.
• Practice high levels of ethical behavior while interacting with patients and appropriate staff.

Plan and conduct staff meetings, service evaluations and service planning and development.

ADMINISTRATION

• Review reports sent to Department Managers and meet with Managers to create plans for corrective action for discrepancies and process improvement.
• Function as a member of the Operation Excellence Committee.
• Collaborate with management team to plan strategies according to organizational strategic plans and budget
• Responsible for daily communication with Managers in the form of daily huddles, emails, and/or virtual meetings.
• Conduct time management, support team building/morale checks, and ensure effective communication training.
• Ability to use Microsoft Office to prepare spreadsheets, or other reports and communication.
• Provide support in a flexible and ever-changing environment as the responsibilities of Director of Practice Operations evolve and immediate community needs arise.
• Make recommendations to the COO and advise direct reports on recommendations for staff attendance at necessary training and conference opportunities.
• Liaise with different departments and direct reports of operations management to improve performance and work efficiency, report back to COO to determine next steps so they can make informed recommendations.
• Scheduling support to include internal and external meetings for the COO and attend in place of as needed, reporting critical information to the supervisor.
• Assist with meeting preparation including but not limited to; the development of the agenda, scheduling and notetaking where appropriate.

TEAMWORK

• Ensure all actions, person conduct, and communications represent the organization professionally.
• Uphold and ensure compliance to all policies/procedures, mission, and organizational values.
• With demonstrated maturity, provide conflict resolution mediation, collaboration and team building opportunities among direct reports.
• In partnership with the Director of Talent Development we ensure processes for onboarding, training and development of staff are ongoing, comprehensive and compliant.
• Assist with developing annual budgets for department managers to ensure the maximization of service-delivery and effective materials management.
• Ability to function autonomously and discern when to seek direction, and when to make decisions.

The person in this position should be able to demonstrate daily a commitment to the organizational mission, vision and values of JRCHC.

Our Mission: We care for our communities and advocate for systemic health equity to demonstrate the unconditional love of Jesus.

Our Vision: Our vision is for individuals, families, and communities to become healthy and whole.

Core Values: We strive to foster faith and hope in ourselves and in our clients. We consider body, mind, spirit, and relationship with God, others, community, and self as components of health.

• Community: We partner with and listen to our communities to inform our services, build sustainability, and foster interconnectedness. We believe in serving one another; including our patients, clients, residents, and team members, through fellowship and compassion.
• Equity: We uphold dignity, serve as advocates, and pursue justice to elevate the quality of comprehensive health for individuals and communities. We embrace and celebrate diversity.
• Integrity: We demonstrate humility, honesty and transparency in our practices and interactions. We hold ourselves to the highest standards and evidence-based quality care, consistently learning, growing, and developing to serve our communities and one another wholeheartedly

Individuals who hold positions at Jericho Road Community Health Center should possess the following qualification and capabilities:

• Passion for serving individuals personal and community development
• Excellent verbal and written communication skills
• Experience working with EMR, Medent preferred
• Project-management experience
• Strong organizational skills and attention to detail
• Proficiency in Microsoft Office programs or willingness to learn
• Positive and engaging interpersonal skills
• Strong self-motivation
• Ability to travel between sites if necessary to serve multiple locations
• Experience working with low-income, diverse, multilingual populations highly desired
• Able to interpret, adapt, and apply guidelines and procedures
• Must be self-motivated and able to function independently and in teams at all levels
• Strive to serve various communities and socioeconomic statuses in a culturally competent way
• Attend required training as deemed mandatory by organization or to continue education in field
• Demonstrate flexibility as new tasks are added by supervisor or position evolves over time

PHYSICAL REQUIREMENTS: Must be able to sit or stand for long periods of time. Exert up to 50lbs. pushing, pulling, or lifting. Walking and climbing stairs may be required, please inquire if reasonable accommodation is needed. Able to talk/hear and communicate with others with or without reasonable accommodation.

TRAVEL REQUIREMENTS: Must be able to travel to sites while maintaining standards of safety and compliance with motor vehicle traffic laws. This position may require travel for necessary training and conferences.