When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.
Under the direction of the Executive Director, the Director of Site Operations oversees the financial and business operations of assigned sites of service. In conjunction with other departments, the Director of Site Operations serves as a resource and provides guidance in achieving financial, growth and quality performance goals, as well as implementing process improvement initiative within Lahey practices. Maintains all Quality Control processes and provides HIPAA, Compliance and other updates for all staff as needed.
Job Description:
The Director of Site Operations serves as a liaison between the practices, Lahey senior leadership and Lahey Hospital & Medical Center departments. Monitors operational, quality, statistical, and financial data against benchmarks and as needed, identifies opportunities for improvement, develops action plans and sees those action plans through. Reviews and interprets reports and relates findings to practice physicians and staff, cascading information to all levels of the organization. Prepares and monitors annual supply, staff and capital budgets and revenue projections for assigned practices, and identifies variances in budget performance.
This position is responsible to ensure patient, employee and physician satisfaction along with ensuring growth initiatives and targets are being met through marketing and other efforts.
PRINCIPAL FUNCTIONS:
Operations Focus:
- Exemplifies Lahey Hospital & Medical Center’s values and Service Excellence standards. Commits to making every encounter with our patients, patients’ family, co-workers, physicians and other customers the best that it can be.
- Complies with all Hospital policies and the Code of Business Conduct. As required, maintains a current tuberculosis testing. Takes responsibility for own safety as well as the safety of patients, patients’ family, co-workers, physicians and other customers.
- Act as the principle liason with all clinicians to ensure their satisfaction with the administrative and financial support of their practice. Interacts closely with Medical Directors and Lahey leadership to address productivity performance/behavioral issues. Works with Practice Coordinators to address physician complaints or concerns.
- Work closely with Lahey leadership to maximize the Practice Site financial performance. Reviews and analyzes performance data and provides reports out as appropriate. Continually monitors the practice's key indicators’ outcomes. Uses this information to constantly improve operations.
- Provides operational insights and trend data to VP to help build comprehensive and accurate short and long-term strategic and operational plans for the practice.
- Prepare and present the final annual budget for multiple sites group practices. Forecast needs for personnel, supplies, equipment, capital and training. Maintain control over annual operational budgets reporting on variances as necessary.
- Attends all leadership meetings as necessary to be sure that Practice Leaders, Providers and staff are aware of necessary procedures. In conjunction with Lahey leadership implements systems as necessary to improve performance.
- Create awareness of physician group budget process, productivity/ revenue projections, and ongoing involvement in assessment of revenues and expenses with practice leaders. Work closely with managers to minimize overtime expenses and maintain budget levels to maintain adherence.
- Participates in quality improvement activities.
- Maintain contact with local community resources to develop the practice and identify growth opportunities. Suggests marketing and advertising strategies for practices. Seeks out and follows-up on opportunities to increase awareness of new physicians and practices throughout the communities served.
- Ensures Managed Care and other Quality Initiative metrics are met, including but not limited to PCMH, MU, AQC, ACO.
- Monitor the physical plant to ensure the maintenance of an appropriate environment. Works with other departments as needed to implement changes. Addresses infrastructure issues, including but not limited to, facilities, and equipment and information systems. Evaluates and recommends fiscally responsible infrastructure related decisions to optimize short and long-term success of the practice.
- Monitors the practice's achievement of goals and likelihood of achieving goals. Takes corrective action as needed, keeping the VP and/or physicians informed as necessary.
- Serves as a liaison between providers and Physician Services and the organization.
- Collaborates with practitioners to optimize the practice's effectiveness and efficiency, with an effort to fulfill the physician schedule and operational preferences.
- Endeavors to incorporate physician feedback and suggestions in operational decisions and initiatives, weighing preferences with organizational standards and policies.
Growth Focus:
- Identifies and recommends opportunities to increase patient volume and reduce leakage of patient care in the practice and the system.
- Collaborates with Physician Services and the organization's recruiting resources to select and entice qualified physicians to join Lahey.
- Builds effective relationships with physicians to optimize the practice's short and long term potential.
Patient Focus:
- Establish the expectation that the quality of care and safety of patients is the highest priority in the delivery of care as measured by performance around our quality/safety goals and metrics.
- In conjunction with the Clinical Leaders, develops programs and processes to ensure quality patient care initiatives are met.
- Ensure patient experience goals are met.
Leadership Focus:
- Manages and directs the performance of the non-clinical leaders of multiple group practices. Provides ongoing feedback, provides recognition and support for management team.
- Works to develop management team. Support the growth and development of non-clinical practice leaders.
- Evaluate training needs and coordinate ongoing management staff training and education.
- Set performance expectations for all staff in conformance with policies and expectations. Conduct performance evaluations and administer merit salary increases in accordance with established salary budget.
- Negotiate and influence change when improvement opportunities are identified with physicians and management team.
- Monitor staff, physician and patient satisfaction. Keep Lahey leadership advised of problems, ongoing issues, physician complaints and relevant concerns.
- Remains current on supervisory and the field’s best practices and trends.
Staffing Focus:
- Support the practice leaders with staffing issues such as work schedules, performance improvement, disciplinary action and changes in staffing levels.
- Make recommendations for augmenting staffing levels or downsizing/restructuring. Assists with interpreting and enforcing personnel policies with the support from Human Resource subject matter experts.
- Takes part in physician leadership interviews and works to develop management team. Support the growth and development of non-clinical practice leaders. Involved in hiring decision for management level positions and key site personnel; coordinate site orientation program for new managers and physicians.
- Ensures compliance with all third party and regulatory agencies. Keeps up-to-date on regulations and trends that affect the business systems and operations of the assigned practices.
- Ensures all Quality Control initiatives are implemented, managed and reported. Works with Senior Operation Manager in charge of Compliance to provide monthly, quarterly and annual reporting on Quality Control measures and recommends specific areas for improvement and method of improvement.
- Acts as HIPAA liaison for all Lahey, FMC, PBS and Department staff. Provides regular updates and monitors progress, reporting potential areas of concern. Works closely with PBS Manager and other Operations Managers to ensure compliance with billing and other operating systems.
- Participates in the following:Mandatory training requirements per hospital/unit policiesContinuing education/in-services to enhance knowledgeStaff meetingsPerformance improvement initiativesOrientation of new staff, students and/or volunteers
KNOWLEDGE, SKILLS, AND ABILITIES:
Bachelor Degree required . At least five years practice management experience working with physicians in an ambulatory setting preferred. Requires strong organizational skills and ability to prioritize needs. Ability to use Microsoft office applications and experience with practice management software. Requires extensive knowledge in development, communication, management and meeting of budgets.
LICENSE, CERTIFICATION REQUIRED: N/A
LIFE SUPPORT CERTIFICATION REQUIRED: None Required
AGE SPECIFIC REQUIREMENTS: Not Applicable
PHYSICAL, MENTAL AND VISUAL REQUIREMENTS:
- Ability to carry 5 - 10 pounds of reports and files.
- Ability to use computer.
- Ability to proofread documents and check for accuracy.
- Ability to communicate orally and in writing.
OSHA EXPOSURE: