Service Line Operations Manager

Job Description:

The Service Line Operations Manager leads and directs daily oversight of projects/teams and the associated activities to deploy system strategic initiatives into operations that require close integration across multiple functional and divisional areas within the organization. The position is responsible for overseeing, planning, executing, and closing out programs (i.e., a collection of related projects) according to defined goals, objectives, scope, schedules, and budgets. The incumbent collaborates with process owners (such as a Clinical Program or Services Operations Director), leaders and executive sponsors to support successful realization of the program value and quality. This position is responsible for defining and/or executing program and related project plans and working closely with program executives and Administration to establish priorities, mitigate risks, and coordinate program logistics. The position develops and manages service line plans that involves stakeholders at all levels of the organization, is responsible for developing processes and models required for program execution, monitors program budgets and communicates program performance, progress, and outcomes to executive sponsors and executive leadership.

This is a hybrid position: a combination of remote, in office, and some travel between SW Utah and Nevada markets. Travel will be minimal, <5-10%.

Scope
The incumbent is focused on the identification and attainment of the goals and objectives of major strategic initiatives. The role may provide direct and/or indirect oversight for project managers, analysts, professional employees, partners, and contractors. The role manages significant program plans and budgets to meet organizational objectives. This position requires direct interaction with all levels of leadership, physicians, clinicians, vendors, and strategic partners. The incumbent works with a Governance Team, Process Owner(s) and/or sponsors to define objectives and assemble resources, and directs program teams to deliver budgets, schedules, plans, objectives, and program value. This requires a strong capability to influence and collaborate with other leaders.

Job Essentials

Defines and executes program and project charters, schedules, budgets, and resource plans to meet goals and objectives.
Assists in making leadership aware of and in comprehending complex program issues and facilitates solutions.
Develops plans to assist in organizing and completing work, including: implementation of initiatives, communication of key messages, and education of teams.
Builds and fosters relationships critical to the successful delivery of the programs and associated projects, including relationships with Process Managers, Process Owners, Solution Architects. and Technical Leads assigned to the program and projects.
Assists the program operations director in identifying and selecting high performing individuals who will assist with the achievement of program objectives.
Develops clear and reasonable goals for projects and programs.
Drives effective teamwork and demonstrates ability to develop effective relationships by communicating, collaborating, and partnering with cross-functional teams at various levels of management.
Identifies and manages program and associated project interdependencies, risks, and mitigation plans.
Uses resources to identify and obtain appropriate metrics for measuring the value achieved through the program.
Demonstrates effective oral and written communication with senior leadership and individuals at all levels of the organization. Creates professional and complex program documentation and presentations.
Defines and coordinates regional operational readiness plans (e.g., workflow localization, policy and procedure reviews, operational staffing levels, integration of change and transitions deliverables) and integrated cutover plans (e.g., operational activities, integration with technical activities).
Oversees the acquisition of all external resources, equipment, software, facilities, etc. procured with the funds allocated for the assigned program and associated projects.
Uses and assists in developing standards and tools that provide information for governance oversight of the program and projects (e.g., status, budget, risk identification, issue mitigation).
Leads or collaborates with others to identify internal and external related best practices.
Serves as a subject matter expert and a resource to others and provides day-to-day direction and other resources involved in their programs and projects.
Mentors staff resources assigned to program by regularly advising, counseling, guiding, and providing feedback with the intent to effectively transfer knowledge to them.
Removes barriers that reduce productivity and effectiveness and promotes employee and physician engagement.
Assists in the development of policies, guidelines, and documentation relative to the program.
Supports continuous improvement of program while collaborating with program stakeholders.
Demonstrates accountability and follow through on assignments, projects, and tasks.
Understands and adheres to all human resources policies and procedures and leads/encourages others to do the same.
Understands and abides by privacy laws (i.e., HIPAA) and organizational policies and procedures regarding health information management, safeguarding protected health information (PHI).
Understands and adheres to all financial policies and procedures and leads others to do the same.
Models a commitment to Intermountain's Mission, Vision, and Values and holds staff accountable to established standards and expectations.

Minimum Qualifications

Bachelor's Degree in business, healthcare management, or healthcare related discipline. Degree must be obtained through an accredited institution. Education is verified.

Five years working in a healthcare organization in a project or operations leadership role.
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Three years of experience managing large programs, preferably inclusive of a portfolio of projects.
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Experience in a role utilizing advanced skills in word processing, spreadsheet, presentation, database management and project management tools, e.g.: MS Office Suite.
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Experience in a role requiring consultative, leadership and strategic planning abilities.
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Experience in a role requiring application of change management best practices and methodologies.
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Demonstrated accomplishment in management of organizational projects via excellent team leadership and team participation in problem-solving and improving processes, and how technology can help improve care.
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Experience working in a role requiring knowledge of, and experience with health care regulations.
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Experience in a role requiring leadership, development or mentoring of others.
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Willingness and ability to travel between sites. Current driver's license, insured and reliable transportation, and an acceptable driving record.

Preferred Qualifications

Master's Degree in a business, healthcare management or healthcare related discipline.

Five years of project management or operations experience with an Integrated Delivery Network (IDN).
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Three years of healthcare leadership managing teams at various sites.
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Three years of program development and implementing service line strategies.
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Experience working within an Intermountain Healthcare facility or division.
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Strong analytical and reporting skills.

Physical Requirements:

Interact with others requiring employee to communicate information.
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Operate computers, telephones, office equipment, and manipulate paper requiring the ability to move fingers and hands.
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See and read computer monitors and documents.
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Remain sitting or standing for long periods of time to perform work on a computer, telephone, or other equipment.

Location:

St George Regional at 400 E

Work City:

St George

Work State:

Utah

Scheduled Weekly Hours:

40

The hourly range for this position is listed below. Actual hourly rate dependent upon experience.

$43.67 - $67.41

We care about your well-being – mind, body, and spirit – which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.

Learn more about our comprehensive benefits package here.

Intermountain Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

All positions subject to close without notice.