Senior Operations Director, Continuum of Care
Job Summary
Directs continuum of care operations to optimize patient care and support organizational goals. Oversees the development of strategy with stakeholders to identify factors contributing to business value. Aligns workflow and performance targets across departments and across KP. Partners with internal and external stakeholders to identify areas of improvement and alleviate potential barriers to the implementation of human resource management programs. Forecasts and establishes survey readiness activities to maintain compliance with regulatory standards and defines standards for audit documentation. Ensures short and long‑range financial goals are met by establishing and controlling the department budget. Ensures standardized care delivery by leveraging enterprise interdependencies across multiple programs and/or program work streams to align key care delivery initiatives across KP. Assumes accountability for short‑ and long‑term results and performance while ensuring guideline and regulation alignment. Forecasts and aligns resources to ensure optimal assignment and utilization. Oversees multidisciplinary clinical teams and plans long‑term strategic goals of comprehensive emergency preparedness programs. Oversees improvements in operations and technology processes, identifying and addressing root causes, and implementing innovative solutions. Consults with executive management for effective integration of performance metrics to monitor the success of strategic improvement projects across the organization.
Essential Responsibilities
- Builds organizational capacity and prepares high potentials for growth opportunities and advancement; builds collaborative networks inside and outside the organization for self and others.
- Provides framework for soliciting and acting on performance feedback; drives collaboration to set goals and provide open feedback and coaching to foster performance improvement.
- Models and drives continuous learning and oversees the recruitment, selection, and development of talent; stays current with industry trends, benchmarks, and best practices; ensures performance management guidelines and expectations to achieve business needs.
- Acts as a thought leader on industry trends, benchmarks, and best practices; shares best practices within and across teams to drive improvement.
- Motivates and empowers teams; maintains a highly skilled and engaged workforce by aligning cross‑functional resource plans with business objectives.
- Provides guidance when difficult decisions need to be made; creates opportunities for expanded scope of decision making and impact across teams.
- Oversees the operation of multiple units and/or departments by identifying member and operational needs; ensures the management of work assignment allocation and completion; translates business strategy into actionable business requirements; ensures products and/or services meet member requirements and expectations while aligning with organizational strategies.
- Engages strategic, cross‑functional business units to champion and drive support for business plans and priorities; assumes responsibility for decision making; sets standards, measures progress, and ensures resolution of escalated issues.
- Sets and communicates goals and objectives; analyzes resources, costs, and forecasts and incorporates them into business plans; obtains and distributes resources.
- Anticipates and removes obstacles that impact performance; addresses performance gaps and implements contingency plans accordingly; ensures teams accomplish business objectives; serves as a subject‑matter expert and trusted source to executive leadership; provides influence and consultation in the development of the larger organizational or business strategy.
- Directs continuum of care / care at home operations to support patient care by anticipating business issues and barriers, aligning workflow and performance targets, optimizing operational initiatives, partnering with stakeholders, forecasting survey and compliance readiness, and ensuring financial goals are met.
- Ensures standardized care delivery by leveraging enterprise interdependencies, building relationships with key leaders, aligning resources, overseeing multidisciplinary leaders, establishing enterprise standards, planning long‑term emergency preparedness, providing strategic direction to project teams, and maintaining enterprise‑level communication.
- Oversees improvements to operations and technology processes by forecasting strategic projects, using broad trends to identify new practices, and consulting with executive management for effective integration of performance metrics.
Knowledge, Skills and Abilities
Core
- Ambiguity/Uncertainty Management
- Attention to Detail
- Business Knowledge
- Communication
- Constructive Feedback
- Critical Thinking
- Cross‑Group Collaboration
- Decision Making
- Dependability
- Diversity, Equity, and Inclusion Support
- Drives Results
- Facilitation Skills
- Health Care Industry
- Influencing Others
- Integrity
- Leadership
- Learning Agility
- Organizational Savvy
- Problem Solving
- Short‑ and Long‑term Learning & Recall
- Strategic Thinking
- Team Building
- Teamwork
- Topic‑Specific Communication
Functional
- Business Process Improvement
- Calendar Management
- Change Management
- Compliance Management
- Confidentiality
- Conflict Resolution
- Employee Training
- Employee/Labor Relations
- Financial Acumen
- Health Care Compliance
- Health Care Quality Standards
- Information Systems
- Legal And Regulatory Requirements
- Maintain Files and Records
- Member Service
- Microsoft Office
- Onboarding
- Outcome Driven Innovation
- Position Requirements: Stakeholder Management, Talent Management, Training, Union Work Environment, Vendor Management, Workforce Planning
Minimum Qualifications
- Minimum four (4) years of experience in a leadership role with direct reports.
- Minimum seven (7) years of customer or member/patient service experience.
- Minimum four (4) years of experience managing operational or project budgets.
- Bachelor’s degree in business, nursing, health care, or a directly related field AND minimum nine (9) years of experience in business operations, clinical health care, or a directly related field, OR minimum twelve (12) years of experience in business operations, clinical health care, or a directly related field.
Preferred Qualifications
- Basic Life Support (BLS) Certification.
- Seven (7) years of project/program management and/or implementation‑related experience.
Pay
Pay Range: $209,100 – $270,600 per year. Kaiser Permanent offers a market‑competitive total rewards package; the posted range reflects base salary only and does not include the full value of total rewards. Actual base pay will be determined based on labor market data, internal alignment, and the candidate’s experience, education, certifications, skills, and geographic location.
Schedule
- Full‑time, Standard Worker
- Weekly Hours: 40
- Shift: Day
- Workdays: Monday – Friday
- Start Time: 08:00 AM
- End Time: 05:00 PM
- Location: Flexible (Maryland – Hyattsville, New Carrollton); worker location must align with Kaiser Permanent’s Authorized States policy.
- Travel: Up to 20 % of the time