Director Clinical Operations - Virtual Health

About the role

The Director Clinical Operations position is responsible for providing the overall strategic direction for the clinical management of the Specialty Physician Group and Primary Care Group operations. This position will work in conjunction with Physician Organization (PO) executive management to implement and manage efficient clinical workflow, processes and patient safety, clinical education, and quality. As an engaged leader, this position will be responsible for the assessment, implementation, oversight, and expansion of nursing and medical assistant education and provide oversight for centralized clinical support services across the PO. The Director Clinical Operations position will actively participate in the PO's quality committee and contribute to the achievement of institutional goals and objectives. This position will also create standardized performance expectations and training for each clinical job function in the clinic and expand/implement standard operational and clinical metrics to track and monitor performance and competency. The Director Clinical Operations position will facilitate performance improvement activities linked to overall strategic goals of the PO.

Responsibilities

• Oversee the activities of the department staff, ensuring quality, productivity, functional excellence, and efficiency to accomplish strategic and operational objectives.
• Accountable for employee engagement, adequate staffing levels, budget development and compliance, staffing decisions such as hiring and terminating employment, coaching and counseling employees on work related performance, and developing and implementing policies and procedures to ensure a safe and effective work environment.
• Ensure training, monitoring and operations initiatives are implemented which secure compliance with ethical and legal business practices and accreditation/regulatory/government regulations.
• Direct, develop and implement strategic and operational/high level projects and processes either through independent/highly autonomous work or through the facilitation of work teams to enable the effective and efficient completion of objectives.
• Oversee management of and ensure development for staff to meet overall objectives in terms of quality, service and cost effectiveness.
• Provide timely guidance and feedback to help others strengthen specific knowledge/skill areas needed to accomplish a task or solve a problem.
• Direct management responsibilities of selection, scheduling, supervision, retention, and evaluation of employees.
• Meet or exceed threshold goal for department turnover and/or system metrics on employee engagement indicators.
• Provide leadership and communication to maintain a competent and engaged employee group by conducting regular department meetings to review policies and procedures and operational matters, rounding on all employees, completing performance appraisals, conducting new hire feedback sessions, coaching/corrective counseling, and providing recognition/commendations to achieve desired outcomes.
• Identify opportunities and take action to build strategic relationships between one's area and other areas, teams, departments, and units to achieve business goals.
• Drive the promotion of teamwork within and between departments; participate and/or lead and facilitate department process improvements as needed.
• Proactively lead and facilitate interprofessional team's formation and implementation.
• Direct nursing service performance improvement activities and actively participate in organizational leadership functions.
• Direct, plan, and implement orientation and educational programs to promote staff training and development.
• Oversee department operations, designated projects, schedules and activities as needed to ensure that goals or objectives are accomplished within the prescribed time frame.
• Set priorities and functional standards, giving direction to staff as necessary to ensure the best possible delivery of service and high customer/patient satisfaction.
• Drive department service standards and activities to impact department and/or system score for patient/customer-based satisfaction, through role modeling and fostering accountability.
• Serve and actively participate on various entity committees as a voice for the department.
• Ensure clinical and nursing standards, practices, policies, and procedures are administered in accordance with all applicable laws, regulatory and accreditation requirements and are consistent with current research findings and national professional standards.
• Develop and lead a system clinical council in the PO that would provide input and support to troubleshoot clinic-based issues.
• Evaluate and implement new care delivery models in PO, including telemedicine, nurse triage, NP-based clinics, video visits, Corporate clinics, and concierge medicine.
• Maintain effective, positive communication with department administrators by holding regular monthly meetings, explaining new policies and procedures, seeking input and participation regarding clinical operations.
• Ensure a safe and effective working environment; monitor and/or revise the department safety plan and/or any specific accreditation/regulatory required safety guidelines.
• Responsible for staff maintenance of credentials and competencies, per accrediting/licensing agency and/or department guidelines as applicable.
• Employ a proactive approach in the optimization of safe outcomes and information systems by monitoring and improving the department workflow and enhancing operations, using peer-to-peer accountability and identifying solutions via collaboration.
• Implement process improvements utilizing tools such as lean principles.
• Role model situational awareness, using teachable moments to improve safety.
• Responsible for employee compliance to policies and procedures and performs associated actions upon non-compliance (i.e., licensure/certification compliance, focal point review requirements, disaster plan, in-services, influenza immunization, wage and hour, standard hours, timely termination submission, timely timecard approval, etc.).
• Develop, implement, and interpret nursing and patient care policies, objectives, and standards for measurement and maintenance of quality clinic care as it relates clinical systems and data analytics platform with the PO.
• Lead all quality initiatives with the Physician Organization including but not limited to TAPS review, creating polices/procedures to address quality initiatives and work in collaboration with Chief Quality Officer to head committee.
• Develop clinical standards/measures for clinical support staff to ensure operating at top licensure and competency (MA/nurse assistant, RN, and mid-levels).
• Develop and manage department operational and capital budgets, approvals, and ongoing maintenance of the department(s), ensuring operation in a cost-effective manner.
• Proactively identify and plan for capital needs related to current equipment and future department projects.
• Ensure staffing plans and schedules meet department needs that reflect understanding of the importance of cost-effectiveness.
• Create department strategies to achieve financial target and staffing needs, through optimizing productivity, supply/resource efficiency, minimizing incidental overtime and overtime percentage, and other areas according to department specifications.
• Develop, implement, administer, present, and manage nursing services budget and expense control.
• Develop a medical equipment purchasing/replacement strategy for all clinics that ensures EMR compatibility and best in class ambulatory equipment is being purchased.
• Develop a clinic supply management program including pharmaceutical supply orders and management, i.e., vaccines, infusions, drug sample management, pharmaceutical drug rep management.
• Identify and implement innovative solutions for practice or workflow changes to improve department, entity or system operations by leading unit projects and/or other department/system-directed activities.
• Proactively lead task forces and committees. May represent HM at assigned community or professional organization meetings.
• Drive change initiatives, maintaining effectiveness when experiencing major changes in work responsibilities or environment; adjusts effectively to work within new work structures, processes, requirements or cultures.
• Partner effectively with stakeholders as appropriate.
• Ensure own career discussions occur with appropriate management. Complete and update the My development plan on an on-going basis. Conduct conversations with staff on their development.
• Represent clinical practices in health care programs.

Qualifications

• Master's degree in business, health care or related field or within six months of completing degree. For internal applicants, if no Master's degree must obtain within two years; must be enrolled in a degree program at time of transfer/hire.
• Seven years experience in a clinical setting, two of those years with people management experience.
• RN - Registered Nurse - Texas State Licensure - Texas Board of Nursing_PSV Compact Licensure – Must obtain permanent Texas license within 60 days (if establishing Texas residency).

Skills

• Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations.
• Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially about activities impacting patient or employee safety or security.
• Demonstrates the ability to interact with others in a way that gives them confidence in one's intentions and those of the organization.
• Ability to use appropriate interpersonal styles and techniques to gain acceptance of ideas or plans; modifying one's own behavior to accommodate tasks, situations and individuals involved.
• Demonstrates leadership qualities and critical thinking through self-direction initiative and effective interpersonal skills and oral/written communication skills.
• Ability to identify and understand issues, problems and opportunities, comparing data from different sources to draw conclusions; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints and probable consequences.
• Extensive knowledge of regulatory and accreditation agency requirements that impact department; stays abreast of industry changes.
• Demonstrates highly effective communication skills—strong written communications and platform presentation abilities.
• Ability to work effectively in a fast-paced environment.
• Demonstrates flexibility and adaptability in the workplace.
• Capable of leading teams/facilitating groups, building consensus and garnering highest confidence in professionalism and work product by senior leadership.
• Ability to work under pressure and balance many competing priorities; highly responsive and solution/action oriented.
• Proficiency in spreadsheet, word processing, and presentation software.
• Maintains a positive and supportive attitude and demeanor.
• Professional handling of exposure to confidential/sensitive information.
• Experience in developing and executing clinical education and training programs.
• Experience in managing and tracking adherence to clinical best practices and competency.
• Working knowledge of organizational policies and procedures, medical billing, coding, and insurance coverage.