Director, Health Center Operations

One of my Clients a Non-Profit Healthcare Facility in Westchester County, is seeking to hire a Director, Health Center Operations to join their team. This positions reports directly to the COO, this is a great opportunity for someone that is interested in a leading role.

Responsibilities of the Director, Health Center Operations include operational and clinical activities relating directly to health centers’ performance. The DHCO is expected to make regular visits to the health centers in order to assure daily staffing coverage/ deployment of staff between centers, health center scheduling and productivity, customer service (handling patient issues and complaints as needed), and budgetary and operational excellence in performance. The DHCO supervises the Health Center Manager [HCM] of each assigned center and assures (through regular on-site visits and face to face supervision) that the HCM provides superior management to meet the needs of patients and the health center staff. As the identified operations leader in patient services, acts as community liaison and strives to position as a community partner by performing public relations and outreach targeted at patient recruitment and retention.

Essential Functions:

• Responsible for daily operations of all assigned health centers.

• Supervises HCM’s during preparation of annual budget, and assures that all centers meet or exceed patient statistical goals and are compliant with budget including monthly review and corrective action (as needed for negative budget variances) based on actual-to-budget volumes.

• Makes regular visits (including unannounced visits) and ‘mystery shops’ health centers to observe patient flow from the front of the center, patient care, and check out. Provides feedback to HCM and staff regarding patient experience, productivity, and appearance of the center.

• Compiles statistics and reports for budgets, billing, entitlement program enrollments, finances and other performance measurements in order to thoroughly review each center’s performance and proactively plan for course corrections.

• In conjunction with Health Center Manager [HCM], leads health center staff in implementing priorities and customer requirements including:

o Daily clinic flow, including implementing improvements to maximize productivity and patient satisfaction.

o Motivating center based team through frequent communications, including assuring that self and staff are aware of their role in facilitating strategic strategies and goals.

o Ongoing and continual supervisory feedback with staff members to identify and remove barriers to success and create useful systems based on their input.

o Proactively identifying obstacles to quality and/ or customer service and either making changes in sphere of influence or reporting issues to Chief Operating Officer for further assistance.

• Partners with the Director, Medical Services and Quality to:

o Plan, implement, administer, monitor and evaluate the health center services

o Assure the highest quality care and excellent customer service

o Facilitate all aspects of the Risk Quality Management program as assigned, including assuring timely completion of deliverable.

o Assure highest level productivity is reached in each assigned center.

• Completes annual performance appraisals, six-month appraisals, performance improvement plans, and disciplinary actions when timing or staff behavior requires action.

• Provides supervision, coaching and development to center management team. Meets regularly with center staff for training, program and service planning, coordination and evaluation of progress.

• Assures that self and staff are proficient in use of e-CW and in compliance with all Finance policies and procedures.