Regional Director of Operations, Urgent Care and Occupational Health

Summary of Primary Function/General Purpose of Position

The position manages the operations and consumer experience of Urgent Care Centers and Occupational Health services (including dedicated occupational health clinics and employer “on-site” clinics) in assigned geographic area.  Responsible for the day-to-day operations of Centers and operations, including management of practice managers; patient flow management; Center financial performance; patient, provider and staff satisfaction; and billing compliance.  Develops and implements operational plans, budgets and tactics for Centers in collaboration with the medical group and hospital and market/state leadership.  Participates and assists the Urgent Care and Occ Health leadership team in developing and implementing strategies/action plans to promote strategic initiatives, operational transformation and growth. Will be responsible for opening new centers, ensuring operational excellence in existing locations, and training and developing the leadership team.

Essential Job Functions

• Oversees the operations and service delivery of all Urgent Care and Occupational Health Centers in assigned geographic area.   Collaborates with leadership to develop and refine processes to continually improve operations and workflows.

• Ensures that policies, procedures and initiatives developed by leadership are implemented and adhered to by Centers.

• Ensures patient safety at all Centers by developing workflows and documentation guidelines that optimize the use of the electronic medical record and system reporting rules.

• Leads strategies to enhance patient access by employing active patient flow management techniques and appropriately managing telephone, on-line and walk-in patient access.

• Participates in Center based quality improvement projects (using either lean or kaizen techniques) as team lead or member.

• Promotes service excellence to ensure provider, staff and patient satisfaction by proactively addressing concerns through meaningful measures and interventions.  Develops and nurtures a sense of shared ownership in service excellence.

• Collaborates with market leadership to ensure standards and processes are in place to assure compliance with regulatory requirements related to privacy, security, patient safety and billing.

• Participates and collaborates with practice leadership and finance to develop operational and capital budgets.  Monitors, analyzes and makes recommendations for improvements to ensure budget targets are met.

• Partners with Centers to create action plans around performance and communicates progress at operational meetings.

• Collaborates with the revenue cycle team on all issues related to billing, coding and reimbursements to ensure compliance and efficient collections & management.

• Develops business and financial models to support the development of new or expanded services & clinics.

• Participates in opening and go live plans for new centers.

• Leads acquisition integration after completion of closed sales.

• Develops training for clinic manager and support staff. Leads monthly operating review with medical directors, finance, and other shared services leaders.

• Supervises and establishes clear accountabilities for managers and support staff.  Performs periodic performance assessments and evaluations.

• Oversees the recruitment, interviewing and hiring process of all providers and personnel for Centers.

• Maintains communication with Chief Operating Officer on a regular basis to review operational objectives and financial performance as well as other projects defined by management to optimize communication and effective coordination of care.

• Prepares and presents materials for both internal and external audiences.

Employment Qualifications

Bachelors Degree (required) in Healthcare, Business Administration or related field

Masters Degree (preferred)

Licensing/ Certification

Certification as Medical Practice Executive (preferred)

Experience

5 years progressive practice management experience within an integrated health system (required)

Skills

Knowledge of ambulatory care

Background in clinic procedures including patient flow management, registration

Use of electronic medical record

Referral & authorization management

Must have an in-depth knowledge of billing processes

Computer proficient including knowledge of Microsoft Office software, electronic medical records and billing applications

Must have excellent interpersonal skills, written and oral communications

Ability to gain consensus

Understanding of budgeting and financial concepts, analytical skills, and critical thinking skills

Ability to adapt to changes in work load, to work independently and to set priorities with minimal supervision. 

Must develop action plans to achieve desired outcomes.

Lean Six Sigma Green Belt Certification preferred.  Retail/Business Development experience is a plus.