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Director Clinic Operations, Mount Vernon, WA

Skagit Regional Health


Mount Vernon, WA

December 10, 2018

Director/ Clinic Operations #14669

This position is responsible for the day-to-day operations of our Family Medicine Resident and Internal Medicine Resident Clinics. They will be accountable for maintaining efficient operations, staffing, scheduling, monitoring provider productivity, improving patient, staff and provider satisfaction in collaboration with the GME Program Directors. They will also monitor compliance with accrediting boards including DNV and ACGME, clinic financial performance to budget and other key performance metrics.

This position oversees Family Medicine and Internal Medicine Resident Clinics. This position has about 28 FTE including two supervisors (RN Clinical Supervisor/ Patient Support Supervisor) This position works closely with 30 residents to fulfill program requires for their continuity clinic visits , in addition to core facility and preceptor support.

Job Summary This position reports to the Administrator of Clinic Operations and collaborates closely with leadership to develop and implement business plans to achieve near and long-term corporate goals. The Director of Clinic Operations is responsible for the management and operations of assigned service line(s), to ensure optimal department efficiency and profitability as well as patient, provider and employee satisfaction. Responsible for implementation of strategic planning, program development, clinical and operational quality improvement, financial/budget reporting and monitoring, and staff supervision. The Director of Clinic Operations will partner effectively with staff and physicians to develop programs to attain the highest levels of patient focused care, provide leadership, direction and administration of all aspects of clinic activities to ensure accomplishment of organizational objectives.

Essential Functions Responsible for strategic growth and business development of assigned service line(s). Manages and coordinates special projects as needed. Monitors and benchmarks productivities and efficiencies for optimizing practice revenue. Participates in community engagement opportunities. Ensure appropriate assessment and process resolution of compliance and regulatory issues. Ensures quality patient care through efficient and effective operations. Leads and participates actively in quality improvement activities. Report and monitor incidents via EQMM and Midas. Collaborates with key stakeholders to ensure regulatory and accreditation compliance and readiness. Participates actively in quality improvement activities including establishing critical success factors for various functions; sets goals and monitors clinical care practices with regular tracking and reporting of departmental performance. Ensure strategic integration of care and clinical practices to provide an optimal patient experience. Responsible for provider relations and engagement. Works to ensure providers meet metrics required to governmental mandated programs. Monitors provider schedule templates and ensures minimum provider staffing levels are met. Facilitates and coordinates orientation of providers and personnel to department. Works with physician recruitment and development to determine recruitment and service opportunities. Coordinates all associated activities for new and departing providers. Determines appropriate staffing levels, scheduling personnel in accordance with budget constraints and patient care needs. Personnel and Staff Development. Responsible for the effective hiring, orientation, supervision and training of staff. Performance management including coaching, performance improvement, evaluations and terminations in accordance with organizational and departmental guidelines and policies. Accurately manage staff time card(s) utilizing the electronic time keeping system in accordance with organizational and departmental policies and procedures. Assigns training duties and assists with orientation and education of staff. Conducts training and orientation of new employees in coordination with the Training Department. Ensure proper licensure, registration or certification of staff. Plans and organizes departmental staff and provider meetings. Mentors department supervisor(s). Collaborates with other managers as well as HR, Risk, Plant Operations, Information Systems, etc. to coordinate problem solving, training, personnel management and systems development. Plans, organizes and directs all aspects of a clinical department(s) in collaboration with physician team leader. Monitors daily departmental operations, identifying areas requiring improved efficiency and/or customer service. Serves as information resource and on-site support as needed. Ensures readiness of staff, equipment and supplies for daily operations and emergencies. Collaborates with other managers for the selection of support staff as needed. Establish key performance indicators for each functional area. Monitors the day-to-day operational activities of assigned Service Line(s) to ensure compliance with key performance indicators. Coordinates operations with departments not directly supervised with appropriate personnel, i.e. Pharmacy, Imaging, Laboratory, etc. Assesses workflows; identifies and implements best practices that promote standardization throughout the organization. Ensure new or updated processes are trained and implemented in departments. Utilizes available resources to ensure that grounds and facilities meet standards for presentation and safety. Participates in annual budget process. Plans capital expenditures for recommendation in the annual budget process. Travels between sites as needed. Enhance patient experience through service recovery. Broadens professional knowledge including outside education specific to specialty area(s). Collects, analyzes, and reacts to pertinent data to improve department performance metrics. Attends required meetings and participates in committees as elected or assigned. Point of contact for external vendors. Ensure compliance with all SRH policies and procedures, universal attributes and Service Standards. Provide on-going leadership for the development and implementation of management and patient care systems to assure cost-effective and quality operations of the clinic. Complies with all department and SRH policies and procedures. Performs other duties as assigned.

Education Bachelor’s degree in health care administration, business administration or other relevant field of study and/or equivalent experience specifically relevant to the primary accountabilities of the position required. Master’s degree in health care administration, business administration or other relevant field of study in-progress or completed preferred.

Experience/Training Minimum five (5) years’ experience in management with a minimum of three (3) years supervisory role in a health care setting required.

License/Certification None required.

Other Qualifications Exceptional interpersonal and communications skills required. The ability to maintain harmonious working relationships with physicians, non-physician providers, and staff while addressing complex and sensitive administrative, operational and financial issues. Possess comprehensive and advanced clinic practice management and leadership knowledge and skills, particularly mentoring, coaching, and conflict management and resolution, with effective facilitation of difficult conversation. Ability to build and guide the implementation of planned changes, or new projects and services. Able to function independently as well as part of a team. Effective planning, budgeting and time management ability required to carry out department responsibilities. Demonstrated commitment to cost-efficient patient care. Able to work irregular hours as needed under conditions of high stress. Proficient in use of Microsoft Office Suite. Professional appearance and attitude. Utilizes mental perception, analysis, and organizational skills to supervise department.

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