The Director of Clinic Operations is accountable for achieving the desired clinical, operational, financial, growth and people goals of the Clinic.
This position is responsible for the development and continuous improvement of administrative, financial and clinical operating systems that provide and support high quality clinical care, exceptional patient service, operational efficiency and cost effectiveness, fosters provider and staff engagement and satisfaction, optimizes the practice management and electronic health record system and ensures compliance with regulatory requirements.
Functioning with significant autonomy, the incumbent is a leader who works the Clinic’s administrative and clinical leadership to develop and optimize the team’s performance; create and implement best practices; and identify, prioritize, develop, and champion new ambulatory initiatives and programs,
In addition to management and team-building, the Director will establish and execute business goals and direct day-to-day operations; resolve issues that are significant, complex, multidisciplinary, sensitive, political and confidential; and perform with a high level of independence and good judgement.
- Acts as a key collaborator and leader in establishing vision and goal development across the Clinic.
- Partners with administrative and clinical leadership to lead, communicate and execute Clinic vision and goals.
- Promotes a culture of excellence and accountability and best practices across the Clinic fostering the highest clinical quality, access, patient experience, productivity, employee satisfaction, and financial performance.
- Ensure communication of goals, objectives, policies, and procedures both up and down the chain of command through meetings, huddles and other forms of communication.
- Leads, motivates and develops Clinic staff in a way that engages and motivates passion around creating a culture of excellence in patient care and effectively working toward continual improvement. Consistently builds a climate of fairness and respect. Ensures all staff within Clinic working in accordance with their assigned responsibilities and scope of practice.
- Leads interdisciplinary initiatives with the administrative and clinical leadership to develop, implement and sustain ambulatory standards/best practices, metrics and performance measures.
- Monitors and ensures clinical and operational performance goals are achieved by partnering with the clinical and administrative team to optimize staffing, workflows, policies and procedures.
- Develops an infrastructure to support monitoring, reporting and accountability related to ambulatory standardization/best practices to drive alignment, standardization, and streamlining and increase operational efficiency.
- Oversees the effective management, optimization, integration and standardization of Clinic operations and programs, processes, equipment and resources wherever possible.
- Directs Clinic staff and employees and effectively manages ongoing operations in line with driving operational efficiency and patient care excellence.
- Takes definitive ownership of and drives needed improvement in all aspects of operations, including productivity, patient satisfaction/experience, provider and staff satisfaction/experience and referring physician satisfaction/experience.
- Spearheads teams to identify, design and execute operational improvement initiatives.
- Monitors initiatives for success and makes revisions in teams, plans and workflows as needed.
- In collaboration with Clinic supervisors/managers and Human Resources, designs and implements training programs to educate staff and improve skills and performance; monitors efficacy of training programs and revises as needed; creates training curriculum, guides and other materials; provides feedback and collaborates with Clinic supervisors/managers on remedial or enhanced training.
- Provides support to the Clinic to ensure safe, predictable, efficient and effective care delivery and access.
- In collaboration with administrative and clinical leadership, leads the development and implementation of process improvement initiatives aimed at improving patient care, safety, practice operations and compliance with federal, state and local regulations.
- Develops and maintains internal processes/structures to enhance data collection, data analysis and communications.
- Continuously assesses and solicits feedback to improve efficiencies of systems and work flows to improve staff and physician satisfaction and improve patient throughput.
- Identifies, prioritizes, implements, and monitors progress of information system enhancements and upgrades.
- Assists in the development and reporting of key ambulatory measures. This work is to include the design, monitoring, and maintenance of a robust organizational-wide Clinic dashboard.
- Utilizes performance metrics and other benchmarking tools to review performance on productivity, operational, financial, patient satisfaction, provider satisfaction, and patient safety standards. Ensures Clinic meets established standards. Takes ownership of and appropriate action to improve Clinic performance.
- Work with the Vice President of Clinical Operations and Finance Department to develop annual budgets supporting clinical operations.
- Responsible for the cost center fiscal management of all areas of responsibility, adhering to established salary and non-salary budgets, and justifies variances on an ongoing basis.
- Establishes and achieves financial goals and measures, monitors financial performance, and ensures the on-going financial performance of all areas of responsibility.
- Provides financial modeling and the ongoing evaluation of existing programs; develops and maintains operational and financial reporting tools for monitoring clinical services.
- Works with administrative and clinical leadership to resolve problems and issues and reconcile discrepancies in monthly financial reports.
- Develops business plans for new product and service offerings.
- Oversees contractual agreements to ensure they relate to strategy, execution, adherence and maintenance of effective Clinic management.
- Facilitates effective cost containment practices through monitoring of volume trends, proactive management of capacity (physical and human resource), supplies, service contracts, and professional service agreements, as appropriate.
- Makes recommendations for capital expenditures to ensure adequate, safe equipment is available for patient treatment.
- Oversees relationships with external clinical parties including affiliates and referring physicians that develop and build a clinical referral network.
- Works with Vice President of Clinical Operations and clinical leadership to look for new relationships to increase clinical referrals to Joslin.
- Partners with senior leaders in development activities and related efforts to promote service line growth and increase market share.
- Remains current in diabetes/endocrinology service line news and trends to be able to proactively meet the needs of a changing health care environment in regards to service and program expansion and growth.
- Identifies and evaluates practical options and solutions as well as new products and services.
- Directs managers, supervisors and coordinators either directly or through subordinates to optimize staff performance.
- Provide feedback, recognition and support for the management team.
- Responsible for managing all Clinic support and administrative staff.
- Addresses all department personnel issues including all staff transactions (hiring, termination, corrective action, performance reviews, salaries, promotions and job descriptions).
- Evaluates training needs, ensures the development and provision of training and education to staff members and acts as a resource for professional staff members.
- Represents the Vice President of Clinical Operations at meetings and on committees as appropriate or as requested.
- Performs other related duties as assigned and/or required.
Our ideal candidate will possess:
- Bachelor’s Degree required. Master’s Degree preferred (MBA/MPH)
- Minimum of 10 years progressive administrative experience in a health care setting, ideally a teaching hospital or academic group practice.
- Demonstrated leadership progression in experience and responsibility in clinical operations with expertise in driving effective business and management strategies, including finance, budgeting and performance improvement.
- Prior supervisory/management experience required. Experience leading a team of skilled, independent, and competent supervisors/managers and the ability to plan and delegate assignments, review work and supervise.
- Project management experience with proven track record of leading complex projects to successful completion. Experience in planning organizing, and prioritizing as well as allocating resources and managing multiple ongoing, concurrent projects.
- Demonstrated superior skills in financial, written, and oral communication.
- Ability to lead both through, influence and direct authority.
- Advanced communication, interpersonal, and problem solving skills including ability to define priorities provide clear direction and to work effectively with physicians and other team members.
- Ability to work independently as well as collaboratively at all levels of complex organization.
- Knowledge and experience in establishing and/or developing productive relationships with physicians, departmental leaders, and other healthcare industry leaders.
- Demonstrated ability to interact with all members of the organization in ways that enhance understanding, respect, cooperation, and problem solving.
- Strong problem solving skills to evaluate all aspects of a problem or opportunity and draw valid conclusions to make or facilitate appropriate and timely decision.
- Skilled at management, including strategy development, prioritization, action planning, execution, and development of monitoring tools
- Demonstrated experience and knowledge of organizational theory, systems approaches to problem solving and interrelationships of clinical, teaching, and research activities.
- Ability to generate and encourage creative ideas, innovative thinking, and imaginative solutions to issues or problems.
- Proven track record of maintaining the highest standards of performance, quality, credibility, and integrity.
- Ability to manage multiple, competing priorities and to operate in a matrixed environment.
- Extraordinarily professional discretion in the handling of highly confidential and/or political information and data.
- Effective knowledge of computers, systems and software, including word processing, spreadsheet, data base, clinical information systems, electronic medical records, billing systems, and other application packages to perform all required responsibilities.
- Strong knowledge of the information technology requirements critical to maximize revenue management and clinic flow.
- Significant knowledge of applicable Federal and State laws and regulations related to the healthcare industry.
- Understanding legal and professional context in which ambulatory care is provided.
- Health insurance knowledge of HMO, PPO and capitated risk plan contracts as they relate to providers and practices.
Joslin Diabetes Center is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability status, protected veteran status or any other status protected by law.
- Employee Referral Program
- Gym Memberships
- Subsidized Commuting
- Tuition Reimbursement
- Military Leave
- Flexible Spending Accounts
- Employee Events
- Prescription Drug Coverage
- Paid sick days
- Long Term Disability
- Life Insurance
- Vacation/paid time off
- Maternity/Paternity Paid Leave
- Paid Holidays
- Medical, Dental and Vision
- Professional Development