Patient Logistics and Transfer Center Director

About the role

The System Executive Director, Transfer Services, will develop and help implement strategies that enable growth, promote network integrity, and ensure operational efficiencies that streamline “radically convenient,” friction-free patient transfers within, and/or out of the MercyOne system.

Essential Functions

• Oversight and accountability for all transfer center operations, collaborating with physicians, staff, and MercyOne market ministries to ensure seamless access for patients and providers.
• Maintain a global view of capacity and services available across MercyOne, taking necessary actions to balance the system and ensure patients stay in the MercyOne network whenever possible, receiving the appropriate clinical services in the facility closest to home.
• Integral role in the oversight and strategy development of MercyOne’s transfer system, focused on patient access, provider experience, quality, and network integrity.
• Manage access, capacity, and throughput across MercyOne and make decisions related to the design, build, responsibilities of, and launch of the selected transfer model.
• Oversee the system-wide daily capacity huddle to provide visibility to beds, services, and patient needs across the system.
• Proactively identify process improvement strategies to improve patient flow, system balance and enhance network integrity.
• Lead people toward meeting the organization's vision, mission, and goals, specifically promoting the mindset of “One MercyOne,” while effectively managing personnel and resources.
• Develop and lead a Transfer System Oversight Council, with significant physician membership, to ensure continuous improvement and the highest adherence to patient quality and safety standards.
• Act as a catalyst for organizational change by communicating a compelling vision and need for change that generates excitement, enthusiasm, and commitment to the process.
• Support the implementation of change initiatives and serve as a role model by demonstrating commitment to innovation and continuous improvement in organizational performance.
• Proactively assess the need for change by discussing services and identifying areas of opportunities by visiting entity hospitals and standardizing the sharing of best practices within the system.
• Results Driven – Consistently meet or exceed system organizational goals and expectations of patients, physicians, and sending / receiving facilities, by developing and maintaining a seamless transfer process into and out of MercyOne.
• Ensure the consistent delivery of high-quality services and be committed to continuous improvement, while also using cost-benefit thinking to set priorities.
• Ensure the creation of a business continuity plan to allow for continued operations during phone and system downtime.
• Oversee staff development and advancement and maintain productivity standards.
• Innovation – Set the vision for MercyOne as a national industry leader in transfer center services and patient flow.
• Engage with internal/external physicians and other stakeholders for feedback, monitoring and sharing key performance metrics at least monthly with internal stakeholders and MercyOne leadership.
• Engage with referring physicians and hospitals regularly through outreach and help develop a coordinated strategy for building and strengthening physician relationships across the state.
• Optimize key quality metrics and financial outcomes, provide oversight into embedded infrastructure, including quality improvement, analytics, staff training, care management, and telecom support.
• Ensure transfer processes support compliance with EMTALA and all other applicable laws.

Minimum Qualifications

• Master's degree in Nursing, Health Care Administration, Business Administration, or related field.
• Experience managing multiple departments or facilities preferred.
• Minimum five (5) years of hospital leadership experience in a complex health system with proven results.
• Nursing background is strongly preferred.
• Expertise in administering quality improvement efforts, clinical services, and regulatory compliance programs.
• Understanding and experience with Quality Data, Risk Adjustment, value-based payment models, and ACO Enablement strategies.
• Experience in program development, conflict resolution, and joint venture development.
• Successfully collaborating with physicians, administrators, nurses, and other providers in interdisciplinary teams to continuously improve patient care.
• Proven ability to innovate and learn new concepts quickly and then adapt from those concepts to develop and execute operational plans.
• Strong knowledge of IT systems and abilities required.
• Ability to direct analysis of large data sets.
• Demonstrated financial and budget management skills.
• Demonstrated inter-personal skills including collaboration, compassion, empathy, and ability to achieve objectives through others.
• Detail orientated and strong follow-up skills.
• Strong executive presence with excellent communications skills, both written and verbal.
• Proven ability to collaborate and work effectively across a large organization, able to handle a variety of issues, handle multiple tasks and simultaneously thrive in an environment with multiple competing priorities.