Program Director

Founded in 2008, Intuitive Health pioneered the combined emergency room and urgent care model, setting a new standard for innovation and accessibility in the ambulatory care space. Partnering with leading health systems nationwide, Intuitive Health builds and operates retail healthcare facilities that seamlessly integrate urgent care and emergency services under one roof. This innovative model enhances patient experience, reduces unnecessary emergency care costs, and empowers health systems to expand their market presence. Ranked among the top 1% of global retailers in customer satisfaction, Intuitive Health serves more than 1 million patients annually.

UNC Health is a state entity and an affiliated enterprise of the University of North Carolina system, comprised of 20 hospitals and more than 900 clinics along with the clinical patient care programs of the UNC School of Medicine. It exists to improve the health and well-being of North Carolinians and others we serve and to further the teaching mission of the University of North Carolina SOM. UNC Health provided more than $800 million in Uncompensated Charity Care during the past five years. Our hospitals have received numerous awards and recognition for quality care, patient safety, and the overall patient experience.

About the role

Oversight and management of facility-level operations for Free-Standing Emergency Room and Urgent Care Hospital Outpatient Department including:

• Complete P&L responsibility for the facility(s)
• Integration of operations with all applicable hospital departments (i.e. Nursing, Radiology, Laboratory, etc.)
• Coordination and integration of Provider activities in concert with the Medical Director
• Ensure operational procedures are consistently maintained in facility
• Provide leadership and motivation to maintain patient-oriented customer service culture
• Responsible for maintaining facility operational metrics in accordance with benchmarks set
• Coordination with hospital partner for clinical recruitment and training
• Serve as cultural champion for facility(s)
• Management of facility department leadership staff for facility(s)
• Participate in regulatory and accreditation preparedness and survey process
• Participation in local marketing activities
• Ensure compliance with Hospital Policies, procedures, and processes, and requirements of regulatory, licensing, and accreditation activities
• Promote the value proposition of Intuitive through coaching the Clinical Managers and administrative staff through daily activities for partner relationship
• Maintain a positive and engaged relationship with the hospital partner leadership team
• Participate in the budget development process with the Regional Vice President and Joint Operating Committee
• Management of the customer service experience and relations at the facility and comprehensive measurement, tracking, and reporting of customer satisfaction levels at the facility
• Responsible for volume and center-level growth

Requirements

• Bachelor’s degree required; Master's/MBA preferred, RN license preferred
• Minimum of 7 years’ experience within the healthcare sector
• Minimum of 3 years' experience in healthcare management required; experience with multi-site management is preferred
• Alignment with our core values and ability to lead through servant leadership
• Strong, clear, and precise verbal and written communication skills
• Strong communication & relationship management skills
• Ability to work collaboratively across multiple organizations
• Solid understanding of Healthcare Operations
• Solid understanding of hospital-based reimbursement, including the interplay of documentation, coding, billing, and collections
• Highly motivated individual with demonstrated initiative, independence, and curiosity
• Self-driven, with an ability to work well under pressure and respond to shifting priorities
• Ability to manage multiple projects simultaneously

This is not necessarily an exhaustive list of all responsibilities, performance standards, measurements, skills, or requirements associated with this job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require other or different tasks to be performed when circumstances change.

Physical Demands

This job operates in a healthcare setting. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Regularly required to talk and hear
• Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus
• Moderate noise from phones, computers, printers, and medical equipment
• Intermittent physical activity, including standing, walking, bending, kneeling, stooping, and crouching as well as lifting and supporting patients

Work Environment

This job operates in a healthcare setting. Potential exposure to inside environmental conditions, such as:

• Radiation
• Noise
• Infectious/communicable diseases
• Blood and blood-borne diseases
• Chemicals and/or chemical fumes
• Odors, gases, and dusts

Schedule

Exempt/Salary. Travel is primarily local during the business day between facilities, although some out-of-area and overnight travel may be needed from time to time. Incumbent will be required to work at any facility and be responsible for their own transportation.