What are the responsibilities and job description for the Program Director position at Intuitive Health?
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With centers across the nation, Intuitive Health provides a crucial bridge for healthcare systems transitioning from fee-for-service to value-based care, helping to reduce inappropriate ER usage while directly benefiting patients. This model fosters patient loyalty, encourages repeat visits, and drives site-level profitability. Intuitive Health centers offer patients greater access and enhanced service by seamlessly combining ER and Urgent Care options, minimizing wait times, and delivering an efficient, concierge-level experience. Joining Intuitive Health presents a unique opportunity to be part of a dynamic organization with a supportive culture and substantial growth potential.
About Intuitive Health
Founded in 2008, Intuitive Health has grown to become the nation's leading provider of outsourced Emergency and Urgent Care services. Built on the principles of Servant Leadership, Intuitive Health embraces a culture of collaboration toward shared goals, fostering trust and confidence. Adopting a retail-based approach to healthcare access and customer service, Intuitive Health has consistently achieved double-digit growth since its inception and is now the largest provider of hybrid Emergency and Urgent Care services in the U.S.
Position Overview
In this leadership role, you will cultivate key relationships, expand your expertise, and develop new skills as you work alongside senior leaders, overseeing operations at ER/Urgent Care centers. We seek a proactive, strategic leader with a strong sense of ownership, consistently driving improvements and implementing new ideas. The ideal candidate will be an exceptional team leader, skilled at attracting, developing, and retaining talent.
This role reports to the Regional Vice President of Operations, overseeing the Clinical Manager and Front Office Registration Team.
Responsibilities include:
- Oversight and management of facility level operation including but not limited to:
- Complete P&L ownership for the facility(s)
- Integration of operations with all applicable hospital departments
- Coordination and integration of Provider activities in concert with the Medical Director
- Ensure operational procedures are consistently maintained in facility
- Provide leadership and motivation to maintain patient oriented customer service culture
- Responsible for maintaining facility operational metrics in accordance with benchmarks set
- Customer outreach & education
- Provide dynamic leadership through staff motivation, strategic planning, and day to day operations in accordance with federal, state and Intuitive Health standards and regulations
- Guarantee the delivery of excellent clinical care by maintaining consistent, efficient systems and processes that monitor service delivery to our patients to ensure outstanding patient satisfaction
- Lead a passionate and high functioning clinical leadership team including, but not limited to, the RN Clinical Leader, Front Office, Radiologist, and RN Support
- Responsible for the talent acquisition processes in the center, ensuring hiring is based on best practices and the Intuitive Health model
- Lead a highly engaged workforce and with a high level of customer service above industry standards. Ability to build a productive team and ensure a vibrant and thriving workplace
- With the RVP and JOC, ensure the availability of accurate forecasts and budgets, and effectively utilize the information as needed
- In conjunction with RVP, maintain a positive, engaged, trusted, and strategic partnership with the hospital partner and physician leadership to ensure visions are aligned, expectations are being met, operations are being integrated properly
- Evaluate new opportunities for service line enhancements that drive profitability & customer service
- Responsible for volume and center level growth
- Serve as cultural champion at the facility(s)
- Participate in regulatory and accreditation preparedness and survey process
- Participation in local outreach & education activities – attending events & implementing various outreach activities and campaigns to heighten the awareness of the ER & Urgent Care facility(s) and its value to patients
- Ensure compliance with Hospital Policies, procedures, and processes, and requirements of regulatory, licensing, and accreditation activities
- Promote the value proposition of Intuitive through coaching the Clinical Managers and administrative staff through daily activities for partner relationship. Maintain a positive and engaged relationship with the hospital partner leadership team
- Participate in the budget development process with the Sr. Operations Leadership and Joint Operating Committee
- Management of the customer service experience and relations at the facility and comprehensive measurement, tracking and reporting of customer satisfaction levels at the facility.
- Ensure facility opens on-time and under budget
- Travel is primarily local during the business day, although some out-of-the-area may be expected
Requirements: The successful candidate should have:
- College degree required; Master's/MBA degree preferred. RN helpful. ED Experience helpful
- Minimum of 7 years’ experience within the healthcare sector
- Minimum of 3 years' experience in healthcare management required; experience with multi-site management is preferred
- Strong leadership acumen; successful team management and development
- Demonstrated track record of successful fiscal and operational leadership; financial expertise
- Willingness to travel between clinic locations
- Experience working in multi-site environments preferred
- Strong, clear, and precise verbal and written communication skills
- Strong communication & relationship management skills
- Ability to work collaboratively across multiple organizations
- Solid understanding of Healthcare Operations
- Solid understanding of hospital-based reimbursement including the interplay of documentation, coding, billing and collections
- Highly motivated individual with demonstrated initiative, independence, and curiosity
- Self-driven, with an ability to work well under pressure and respond to shifting priorities
- Ability to manage multiple projects simultaneously
- Advance computer skills and proficiency in MS Excel required; intermediate skills and proficiency in MS Work, Outlook and PowerPoint required
