Service Line Director, Women's Health - Ambulatory Administration - Full Time 8 Hour Days (Exempt) (Non-Union)

About the role

The Service Line Director is responsible for the administration and oversight of service line and site operational budget, development and management, program planning, and human and material resources allocation. They ensure the development and implementation of patient care standards across the service line, maintaining consistency and compliance with policy and procedures, professional practice standards, and the continuous delivery of efficient and cost-effective patient care services. The role includes oversight for services provided across multiple sites, including the HSC campus and community offices. The Service Line Director analyzes data to increase access and growth, reduce costs, and create efficiencies, engaging in process improvement, program and system implementation, and facility projects to support Keck Medicine of USC goals. They provide timely feedback and solutions regarding Press Ganey results and CGCAPS customer service scores, operationalize growth and development of practices, and utilize sound financial management. The position supports the leadership team, offers guidance to managers and directors, and fosters a collaborative working environment. The Service Line Director is an active member of the leadership team, communicating regularly with leadership, department administrators, division chiefs, and Department Chairs.

Responsibilities

• Establish systems supporting shared governance management philosophy within departments.
• Collaborate with Ambulatory Chief Administrative Officer, CNO, Medical Director, USC Care CMO, and local management to ensure suitable treatment modalities for all patients.
• Ensure policies and procedures are in place and followed for continuity of planned care.
• Provide proactive, high-quality communication with physicians, nurse practitioners, and other healthcare professionals regarding patient care.
• Work with managers on scheduling appointments to ensure steady patient flow and productive patient-physician clinic relationships.
• Ensure physicians have adequate availability to meet requirements and internal Department standards.
• Manage practice registration services to ensure compliance with USC Care and Hospital/University policies.
• Ensure all required components are completed for proper billing and collections, including accurate insurance information.
• Coordinate clinic nursing services with managers, supervisors, and Ambulatory leadership to ensure compliance with TJC standards, including staffing plans and contingency plans.
• Work with managers, supervisors, IT, and Ambulatory leadership to ensure compliance with quality and financial metrics (e.g., MIPS) through periodic record audits.
• Support compliance efforts with the Medical Director or USC Care CMO and individual physicians.
• Facilitate room utilization and ensure exam rooms are assigned and utilized appropriately.
• Monitor space/resource requirements and utilization of outside resources.
• Participate in the design and construction of new space, expansion, and integration projects.
• Oversee the transitional process of new acquisitions and participate in due diligence meetings as appropriate.
• Work with Facilities and Clinical Engineering to ensure proper functioning of all patient care equipment.
• Maintain liaison relationships between USC Care Medical Group ambulatory services and department leadership through meetings and communication.
• Contribute to developing and monitoring the operational budget, analyzing variances, and using the budget to improve care delivery methods.
• Work with clinic directors, managers, and finance teams to formulate site-specific budgets in accordance with policies.
• Review, authorize, and monitor expense reports; prepare and submit exceptions to finance teams; provide training on financial policies and procedures.
• Understand and review payroll reports for compliance with HR laws and regulatory agency policies.
• Work with direct reports to ensure patient charges and collections are submitted timely and on-site cashiering services comply with separation of duties and cash handling policies.
• Promote effective communication and collaborative working relationships among the service line, physicians, and departments.
• Ensure open lines of communication among staff, physicians, and other departments; serve as a coach and mentor.
• Identify and implement cross-training ideas and changes in staff design and task distribution to promote effective service delivery.
• Facilitate training of staff and physicians; optimize use of software platforms and digital technologies.
• Work with Human Resources to ensure workable staffing plans and qualified clinical and administrative staff are in place.
• Ensure management staff understand wage and hour laws, federal, state, and local regulations; work with HR to ensure compliance.
• Provide support and training to leaders regarding union contracts.
• Work with USC Care Medical Group to understand staffing needs; responsible for hiring, promotions, performance evaluations, compensation, and performance management.
• Conduct regular meetings with the leadership team and participate in huddles.
• Contribute to the development of customer service standards and expectations; establish methods for monitoring employee, patient, and physician satisfaction.
• Lead business development activities, including hospital collaborations, physician outreach, continuing medical education programs, and community outreach.
• Oversee existing and potential joint ventures or partnerships within the service line; ensure implementation of strategic business plans aligned with the service line’s vision and goals.
• Plan for provision of services through appropriate levels of qualified, competent staff; ensure policies and procedures support scope of services.
• Coordinate audit reviews, data collection, and reporting per organizational policy; oversee quality activities with the lead clinical team and USC Care Chief Nursing Officer.
• Display understanding of governing regulations, Title 22, and JCAHO requirements; maintain standards of practice consistent with hospital standards.
• Contribute to the development and implementation of performance improvement programs compliant with JCAHO, Title 22, and other regulatory agencies.

Requirements

• Bachelor’s degree.
• 5 years of operational experience in a healthcare facility, preferably in an outpatient setting.
• For specific service lines, 3–5 years of outpatient experience in:
  • Spine Service Line.
  • Otolaryngology Head and Neck (OHN) Service Line.
  • Neurosciences Service Line.
  • GI/Liver Service Line.
  • Ophthalmology Service Line.
• Proficiency in MS Office, Outlook, and HRMS systems.
• Proficiency in verbal and written communication skills.
• Ability to communicate with all levels of employees, from administrative to staff.
• Critical thinking skills.
• Ability to function independently and as a member of a team.
• Excellent analytical, problem-solving, planning, and evaluation skills.

Preferred Qualifications

• Master’s degree.
• Degree in a related field in progress or completed.

Required Licenses/Certifications

• Fire Life Safety Training (LA City). If not obtained upon hire, must be obtained within 30 days and maintained by renewal before expiration.