Director of Operations

SUMMARY OF POSITION

The Director of Operations is responsible for managing day-to-day operations at Vibrant Health's pediatric, family medicine, and women's health clinics across four sites. Responsibilities include overseeing front desk operations, the Call Center, onsite interpreters, facilities and maintenance, and the Access Program. They will establish objectives and goals for these business segments and monitor key accountabilities. The Director of Operations will oversee clinic operations, staffing, training and education, patient satisfaction, and compliance. They will work in collaboration with clinical leaders to provide direction and ensure consistent and measurable goal setting and achievement. Additionally, they will provide guidance on these goals to maintain safe, effective, and high-performing environments focusing both on operational and clinical outcomes.

ESSENTIAL JOB RESULTS

Operational Management (60%)

• Oversee Front Desk operations, the Call Center, the Interpreter Team and the Access Program to prioritize patient needs and high-quality care.
• Manage the Facilities Department including but not limited to office locations, redesign and facilities issues.
• Work with the Chief Operating Officer to build purposeful reports, analyze data and identify inefficiencies to implement new procedures for improving service delivery and workflow.
• Create individual performance goals for each direct report that are aligned to the strategic plan based on each specific area need.
• Implement and provide professional development opportunities, ongoing coaching and training that direct reports need in order to meet the expectations set by the Chief Operating Officer and Chief Executive Officer.
• Continuously monitor the effectiveness of all operational initiatives that are implemented at each clinic and/or outpatient facility.
• Monitor the effectiveness of the Call Center process and procedures in order to continuously improve on number of calls answered, while decreasing wait times and abandoned calls.
• Propose strategic improvements to executive leadership aimed at enhancing operational efficiency and effectiveness.
• Oversee the integration of administrative workflows into daily clinical operations, ensuring a smooth coordination between clinical and administrative teams.
• Responsible for taking an active role in recruiting and retaining the best team members, investing in their success by providing coaching and opportunities to grow.
• Ensure physical spaces comply with ADA standards and function optimally.
• Oversee physical security needs for each site.
• Manage facility design and redesign projects.

Coordination & Communication (20%)

• Maintains active communication and good working relationships with all referral sources, community stakeholders, board members and internal staff.
• Work collaboratively and interactively with the clinical leadership to ensure quality of services and care, with a focus on continuous improvement.
• Coordinate and collaborate with Vibrant Health support services (i.e. Facilities, IT, etc.)
• Convene leadership and administrative meetings and trainings, preparing agendas.

Reporting and Documentation (10%)

• Perform all administrative functions of people management, including but not limited to timecards, supervision, new hire onboarding, scheduling and employee relations matters.
• Timely completion and maintenance of all internal and external required documentation.
• Maintain accurate reports to ensure data integrity and leverage them for decision making, with particular attention to performance data and patient outcomes.

Professional Development (10%)

• Complete and maintain compliance with required trainings and education for the position.
• Attend educational events and trainings to continue developing expertise in the field.
• Participate in appropriate team meeting, committees and in-services required by the organization.

Carries out Vibrant Health's mission: To provide access to respectful, empowering, culturally sensitive and appropriate high-quality health care for the community, regardless of socio-economic obstacles.

Accepts and uses supervision, direction and consultation to maximize available resources in the completion of work duties.

Additional responsibilities will be assigned as needed to maintain and improve effective functioning of the department and to advance the mission of the organization.

All job responsibilities will be carried out under the direction of the organization's policies and procedures.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

• Bachelor's degree in Healthcare Administration, Business Administration or related field from a

college/university accredited by the US Department of Education and a minimum of five (5)

years of practice management experience in a clinical or primary care setting or a Master's

degree in Healthcare Administration, Business Administration or related field and a minimum of

three (3) years practice management

• Clinic Management experience required.
• Experience in a Community Mental Health Center (CMHC) and/or Federally

Qualified Health Center (FQHC) experience highly preferred

• Management experience in a clinical setting, including working with physicians, nurse practitioners, and other clinical staff, highly preferred.
• Experience in clinical operations, quality improvement, and patient care delivery processes is preferred.

Individual must:

Decisive - Demonstrates confidence, initiative and sense of urgency in making decisions on

behalf of team and takes responsibility for those decisions

Results-driven - Thinks strategically and demonstrates understanding of big picture in order to plan and achieve desired results toward Vibrant Health's mission and vision

Effective communicator - Uses 2-way communication that demonstrates warmth, clarity, and professional consideration for consumer and staff beliefs, values and judgments

Organized - Guides staff to produce high-quality and repeatable work with absolute efficiency; leads through confident understanding of and appreciation for policies and procedures; ability to quickly prioritize tasks and address emergent situations

Motivating - Fosters an engaged and supportive work environment in which employees are at their best; establishes him/herself as an effective leader and role model to the team

Develop rapport with patients and their families, community and other health care personnel.

Work successfully within team environment and collaborate with other professional staff.

Demonstrate excellent customer service, helpfulness, and a positive attitude.

Possess superior organizational skills with attention to detail and the ability to multi-task and meet deadlines.

Demonstrate ability to remain calm and make decisions under pressure.

Demonstrate the ability to recognize, understand, and appreciate the value of cultural diversity. Demonstrate social and cultural sensitivity appropriate to ethnically and economically diverse patients and staff.

Travel to all parts of the facility and throughout the community.

REPORTING RELATIONSHIPS AND PRINCIPAL CONTACTS

Reports to the Chief Operating Officer. Principal contacts include other Vibrant Health staff, patients and their families.

SUPERVISORY RESPONSIBILITY

Practice Manager, Facilities personnel, Call Center Manager, Interpreters, Custodian

Americans with Disability Specifications

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands and fingers to handle or feel objects, tools or controls; reach with hands and arms; climb stairs; talk and hear. The employee must frequently lift and/or move materials that may weigh up to 40 pounds.

Work Environment

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Frequent exposure to communicable diseases, body fluids, toxic substances, medicinal preparations, radiation and other conditions common to a clinical environment may routinely be encountered.
• Work involves handling sharp objects.
• Position involves extensive use of computer, telephone, fax and copier equipment.
• Must have manual dexterity and experience to perform handwritten paper work, recordkeeping, and filing.
• Prolonged sitting, standing, or walking may be required.
• Frequent bending/stooping, squatting, reaching above the shoulders, twisting and turning, kneeling, and pushing/pulling may be required.
• Employment is contingent upon successful clearance from Criminal, Kansas and Missouri Child/Elder Abuse and Neglect, Sex Offender background investigations, TB testing, pre-employment drug testing, and verification of Hepatitis-B immunization.
• Covid-19 vaccine and seasonal flu vaccine.
• Occasional evening and weekend availability is required.

Trauma Informed Care

At Vibrant Health, we understand that many, if not most, people have experienced trauma in their lives. We have made a commitment to trauma informed care and support and educate team members continued development of understanding of how trauma affects individuals and coping strategies. We expect employees to incorporate their understanding about trauma into interactions with our patients and families, clinic visitors, and with each other.

Commitment to Diversity

We are proud to be an Equal Employment Opportunity (EEO) and Vietnam Era Veterans Readjustment Assistance Act (VEVRAA) Employer. We are committed to cultivating a workplace in which diverse perspectives and experiences are welcomed and respected. We do not discriminate on the basis of race, color, religion, creed, ancestry, national origin, sex, age, disability (physical or mental), marital or veteran status, genetic information, sexual orientation, gender identity, political ideology, or membership in any other legally protected class. We are an Affirmative Action employer. We encourage individuals with diverse backgrounds to apply and desire priority referrals of protected veterans.