VP, Operations

Established in 1980, the Greater Lawrence Family Health Center (GLFHC) is a multi-site mission-driven non-profit organization employing over 700 staff whose primary focus is providing the highest quality patient care to residents throughout the Merrimack Valley. Nationally recognized as a leader in community medicine (family practice, pediatrics, internal medicine, and geriatrics), GLFHC has clinical sites throughout the service area and is the sponsoring organization for the Lawrence Family Medicine Residency program.

GLFHC is currently seeking a Vice President, Operations. Reporting to the Chief Operation Officer, the Vice President, Operations works in a collaborative relationship with the Site Operations Managers and Medical Director in developing, standardizing and overseeing the professional practice of operation.

Job Responsibilities and Performance Standards:

• Provides day to day guidance to Site Operations Managers/Directors on the efficient management of sites.

• Facilitates communication among staff, other Directors and departments. Is the facilitator for communication among supervised staff members. Schedules meetings to collect and disseminate information. Distributes written communications as needed.

• Ensures GLFHC service standards including patient wait times, patient satisfaction and quality outcomes are achieved and maintained at all clinical sites

• Collaborates with Site Operations, Managers/Directors to formulate and review policies, establish procedures and standards to eliminate problems in the areas of patient care, work flow and to enhance quality and consistency of patient care.

• Works with Human Resources Department and associated business partner to develop and update job descriptions that accurately reflect the key responsibilities of each non-clinical position.

• Conducts effective, accurate and timely performance appraisals of assigned staff

• Works with Human Resources business partner with progressive disciplinary action, termination procedures and related documentation consistent with Health Center policy.

• Interviews and recommends for hiring and ensures adequate orientation and training of all staff members. Communicates performance expectations during orientation and monitors compliance with performance standards. Mentors and trains all staff on all aspects of their job duties. Sets realistic goals for personnel to maximize productivity.

• Insures time and attendance for all staff is documented appropriately.

• Collaborates with the Site Operations Directors/Managers in ongoing quality improvement programs to ensure that quality safety and appropriateness of services are evaluated, monitored and appropriate actions taken.

• Monitors site performance in relation to budget and develops strategies for improvement and/or correction of variations from budget as necessary.

• Analyzes productivity and allocation of staff time and recommends changes in systems to increase efficiency and productivity. (Participates in the development and oversight of program budgets.)

• Provides leadership and direction for operations management staff in maximizing revenue and minimizing operating costs/expenses.

• Reviews systems to measure and improve quality of care delivered to patients and improvement of clinical office practice. Monitors patient flow and patient satisfaction.

• Is a proponent of the Improvement process. Initiates and evaluates strategies which improve patient care and departmental services. Participates in Health Center-wide quality assurance activities as requested. Assesses sites needs and recommends changes as needed.

• Assists in the development and implementation of QA indicators and monitors and maintains operational and QA standards.

• Reviews incident reports and complaints / problems for trends and risk factors. Recommends action to correct situation and educate staff accordingly. Is able to evaluate things globally in order to foresee problems and to act assertively to prevent negative situations.

• Oversees the completion of the department budget in collaboration with Site Operations Managers/Directors and Medical Site Directors. Reviews revenue and costs on a monthly basis and recommends changes as necessary to stay within budget. Cost saving measures are identified and implemented.

• Ensures that systems which support providers are well coordinated with the work of the providers, including nursing, reception, and referral support.

• Develops policies and procedures for internal operating systems. Implements standards and maintains the integrity of operational policies.

• Fosters a positive work environment by monitoring job satisfaction and identifying and supporting staff education and development.

• Conducts and facilitates various meetings and interactions to ensure health center effectiveness. Participates in all scheduled departmental meetings and other center-wide meetings as requested.

• Ensures all customer service issues are addressed and resolved in a timely manner.

• Assumes any and all additional duties and responsibilities consistent with the aforementioned duties and responsibilities.

• Provide leadership for employees to experience training opportunities related to quality improvement.

• Integrate department/workgroup improvement initiatives with GLFHC system-wide projects and strategic aims.

• Travel between sites will be required.

• Performs all and any additional duties as assigned.

Qualifications:

Experience

• Healthcare professional with at least ten years of experience in ambulatory health care, particularly in health centers.
• Must work well within a multidisciplinary team and have excellent interpersonal, computer, and personnel management skills. Willing and able to learn from and teach others.
• Ten years of experience and/or training in management/supervision strongly preferred. Computer skills including Word, Excel, and Preferable Vision. Bilingual preferred. Familiarity with the Latino Community in Lawrence and commitment to the under-served strongly preferred.

Education

• Bachelor’s Degree in health related area, is required. Master's degree preferred.