Description

 The Director of Operations will oversee the development of TWCCH operations in the Southern Region including as pertains to the RCORP Impact network navigation. With the oversight and input of the Deputy COO and RCORP Impact Project Director, this candidate develops, implements and monitors all relevant programs and is responsible for the leadership, management, and operations of TWCCH Southern Region and RCORP Impact network. This position provides administrative and strategic programmatic support, which includes management, planning, development, implementation, and monitoring of all aspects and services related to TWCCH services including MAT/ Addiction Medicine in conjunction with the clinical operations leadership team and relevant medical directors.

DUTIES & ESSENTIAL JOB FUNCTIONS
While living and demonstrating our Core Values, the Director Operations will:

• Manage all day-to-day operation of clinic locations where assigned including oversight of and guidance to staff to maximize efficiency and productivity.
  • Clarifies job descriptions and holds staff accountable. Use EOS tools such as People Analyzer Tool and 5-5-5 Framework
• Develop processes that improve workflow, patient flow, continuity of care and resident education.
  • Cross check residents in clinic, with the schedule posted on amion
• Create, manage and maintain staffing schedules to ensure adequate coverage of the practice during the hours of operation which includes the oversight of the provider schedules.
• Implement and evaluate procedures, processes and protocols which support the organization’s goals and objectives of quality of care, resident education and sharing of best practices according to the tenants of the Patient Centered Medical Home.
• Provide oversight and optimizes provider schedules and patient appointments with a focus on continuity and accommodating patients’ immediate needs according to the tenants of the Patient Centered Medical Home.
• Attend to patient and staff grievances in conjunction with the medical director and follow complaints through to patient and staff satisfaction.
• Optimize revenues and reduces expenses for the clinic, including aligning staff work hours to improve availability according to the tenants of the Patient Centered Medical Home.
• Prepare and analyze financial budgets to ensure the financial viability and growth of the practice.
• Ensure all employees are current with certifications and licensure in accordance with local, state and federal regulations.
• Oversee the growth and development of the primary care, dental, infectious disease, and behavioral health service lines at the Wilkes-Barre Practice.
• Participate in the creation of marketing and advertising materials within budget guidelines to promote the service line.
• Review monthly financial reports and projections to keep on top of revenues and expenses.
• Conduct ongoing performance evaluations on all staff which includes, but is not limited to, annual evaluations, performance improvement plans and disciplinary actions.
• Responsible for identifying staffing needs, conducting interviews and recommending new employees in conjunction with the medical director and HR.
• Monitor and approve time off in conjunction with the medical director and HR.
• Developing and conducting clinic-related orientation and training for all new employees as well as refreshers for existing staff.
• Monitor compliance of staff with HIPAA and OSHA and other policies and procedures of TWCCH and local/state/federal guidelines.
• Communicate effectively with physicians in order to optimize and streamline performance.
• Promote teamwork between providers and employees to create cohesive, effective teams to improve patient, staff and resident satisfaction according to the tenants of the Patient Centered Medical Home.
• Coordinate clinic policies and procedures with clinic medical care processes via clinic medical director and organizational workflow
• Provide bi-weekly updates to the organizational leadership on the practice operations, projections, successes and areas for improvement with recommendations for change.
• Responsible for maximum reimburse for integrated service lines and ensure accountability for respective managers and directors
• Lead weekly staff meetings.
• Attend Practice Managers meetings, staff meetings and other meetings as required.

RCORP Impact (.5FTE)

• Actively engage in supporting the development and maintenance of the RCORP Impact Network and report to the Project Director.
• Actively engage with ensuring fiscal compliance and approval of RCORP Impact program income as pertains to TWCCH service delivery.
• Develop, implement and revise policies and procedures for all programs and provide training to staff regarding the policies and procedures in coordination with the Project Director.
• Manage changes to project-related schedules and costs using appropriate verification techniques so as to keep project plans accurate and reflective of authorized project changes in conjunction with the Project Director.
• Implement and manage all stage-gate and financial methodologies for during and post RCORP Impact funding initiatives per grant compliance.
• Oversee and complete monthly, quarterly and annual compliance and reporting on RCORP Impact grant. Ensure all reports are complete, validated for accuracy, and submitted on time.
• Ensure all TWCCH-related operations are in compliance with but not limited to: HRSA CARES Act, PA Act 148, and HIPAA.
• Develop and lead the implementation of new strategies, procedures and protocols to ensure effective delivery of MAT for SUD/OUD.
• Conduct internal chart audits to ensure compliance with contractual obligations.
• Support the communication between internal and external stakeholders as well as integration with other service lines.
• Identify community needs for existing and new services; implement program modifications, new strategies and approaches to service delivery, or enhancements as needed.
• Ensure competency of staff within the scope of community health principles and specific practice acts in conjunction with the Project Director.
• Submit all required reports and documentation for submission to HRSA as requested or required. 
• Lead weekly staff meetings with the Project Director.
• Attend meetings as required.
• Participate in QA/QI committee meetings with quarterly updates on program updates in conjunction with Project Director
• Support the annual assessment and concomitantly developed action plans from the prior year activities.
• Make recommendations regarding construction, renovation, environmental rounds, and assures compliance with national and/or professional standards for TWCCH-related locations.

OVERALL DUTIES

• Evaluate successes and deficiencies to create a comprehensive plan of action utilizing PDSA (Plan, Do, Study, Act) methodology.
• Responsible for identifying staffing needs, conducting interviews and recommending new employees in conjunction with Project Director and HR
• Be active in community and PEC events, conduct open houses, and other events as a representative of the organization and the service line.
  • Engage and become a member of local organizations to stay connected within the community and promote the practice.
• Facilitate practice participation in quality initiatives which includes the development and upload of data reports after thorough review for accuracy and deficiencies.
  • Evaluate successes and deficiencies to create a comprehensive plan of action utilizing PDSA (Plan, Do, Study, Act) methodology.
  • Creatively post outcomes on a monthly basis for patients and staff to view.
  • Coordinate with the care team to complete a monthly narrative summary of practice-based activities.
• Coordinate external meetings with community members.
• Perform other duties as assigned.

Requirements

 REQUIRED QUALIFICATIONS

• Meet The Wright Center for Community Health and its affiliated Enterprise entities’ EOS People Analyzer Tool
• Buy in and experience working in the EOS® model (strongly preferred)
• Bachelor's Degree in Healthcare, Business Administration or a related degree or equivalent experience, preferably Masters. 
• 5 years practice management experience including leading a team
• Strong customer service patient centered skills.
• 2-4 years’ experience in Microsoft Office and database management.
• Demonstrated team-building and process-change experience.
• Strong communication and interpersonal skills
• Good planning and problem-solving skills
• Ability to multitask, prioritize and complete tasks on time and under budget
• Demonstrated experience working with grant administration
• Experience with EHR software a plus
• Knowledge of medical terminology and insurances
• Proficiency in Word, Excel, PowerPoint and Email- Google
• Must be reliable and punctual
• Must be able to perform effectively in a fast-paced environment with many changing priorities
• Must be professional and customer service oriented to deliver quality excellent care
• Ability to work independently and with a team
• Willingness to work a flexible schedule
• Ability to support patients with a wide variety of clinical and non-clinical needs
• Ability to work in a complex, multi-divisional environment with the skills to establish priorities, set objectives and achieve stated goals.