Director Product Delivery

Overview

The Director of Product Delivery of Accreditation and Certification Operations (ACO) is a vital member of the leadership team in ACO and reports either to the National Leader or to the Executive Director of Acute Programs.  This role works collaboratively with all divisions of Joint Commission to provide leadership and vision in support of the business. 

The Director of Product Delivery is responsible for engaging staff, managing and developing relationships, supporting retention, facilitating growth, aligning with Joint Commission's vision, managing staff within a pod structure, and contributing to the organization's safety culture.

Responsibilities

• Drive mission expansion and retention strategies within the pod. Contribute to the development of and execute on annual business plans. Oversee all account types within the pod structure. Oversee the comprehensive strategy to build organizational engagement and loyalty, improve program retention rates, and focus on minimizing regrettable losses.
• Contribute to the development and execute annual business plans. Drive mission expansion and retention strategies within the pod.
• Oversee the comprehensive strategy to build organizational engagement and loyalty, improve program retention rates, and focus on minimizing regrettable losses.
• Oversee the development and implementation of strategic account plans. Support pod members in the implementation of strategies to drive growth, enhance customer satisfaction, and build long-term partnerships.
• Direct a team/pod of Account Executives and Organization Engagement staff. Oversee recruitment, orientation, and development of team; contribute to the development of resource documents, policies and procedures to guide pod activities; evaluate staff performance; and allocate workloads within the pod to ensure timely completion of tasks and program goals.
• Support on-call activity including availability to surveyor cadre, field directors, staff, and executive leadership. Extra support is needed during significant survey impacts due to natural disasters.
• Implement operational activities through all phases of the accreditation and certification cycle by planning, organizing, and monitoring:
  • Program performance (gains, losses, regrettable losses, program growth, program margins, market share)
  • Survey volume budget and variances
  • Review and approve pricing adjustments
  • Processes withdrawals
  • Review reports tostrategically analyze account distribution 
  • Responsible for the uniform application of corporate accreditation/certification policies.
  • Facilitates immediate resolution of issues/problemsfrom officers that affect operations
  • Records Maintenance updates to accounts (denials, reinstatements, UA orgs, history fixes)
  • Biannual manual reviews by supported program(s)
• Participates in the development and testing of program-specific accreditation and certification initiatives. Including product development, education programs, publications in Perspectives and E-dition, standards and survey process development through collaboration with Field Directors and Executive Leadership, and any other resource that support the accreditation and certification programs.
• Lead/participate on multiple performance improvement and other teams or committees and advisory groups of the corporation as requested by the leadership team. Facilitate operational changes.
• Applies accreditation policy consistently to ensure the integrity of the accreditation process and supports the pod in explanation of policy to customers.
• Use reports and data tofoster timeliness of accreditation activity and support program performance.
• Actively contributes to the successful achievement of pod performance objectives through effective division (SSM, SIG, OQPS) and enterprise team involvement and proactive communication and collaboration as necessary.
• Collaborate with Marketing to develop program specific value proposition content, AO battlecards, and other resources to support pod members in mission expansion opportunities.
• Senior Leadership Support:
  • Support Leadership in performing delegated project work
  • Serve as back up for director meetings and fulfill Director duties when Director is out of the office
  • Identify critical factors that will affect the outcome of a decision, evaluate options and navigate risk when operational issues arise
• Develop pod goals, program goals, performance expectations, and key performance indicators (KPI).
• Leading expert on supported programs for pod and division; responsible for the direct implementation of all mission expansion, retention, and operational activities and decisions within ACO.
• Participate in Advisory Council meetings on-site and off-site as needed. Deliver presentations throughout the year to inform staff, customers, and other divisions about operational changes.

Support program delivery and program enhancements to meet the needs of customers and overall business.

Qualifications

• A Bachelor’s degree is required; a Master’s degree is preferred.
• Five to seven years of experience within the health care industry is preferred.
• Previous supervisory experience is necessary, including expertise with Joint Commission accreditation processes.
• Comprehensive knowledge of financial analysis and proficiency with database management software applications are required.
• Willingness to travel as needed, up to 15%.
• Must possess a thorough understanding of supported pod and division programs and participate actively in all ACO operational decisions.
• Proven ability to drive strategic growth and long-term partnerships with organizations.
• Must excel in relationship building and have a customer centric mindset.

Salesforce CRM pipeline management and daily administration to track interactions is preferred.

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