CHIEF OPERATING OFFICER

Description

ORGANIZATION

The mission of Ravenswood Family Health Network (RFHN) is to improve the health of the community by providing culturally sensitive, integrated primary and preventative health care to all, regardless of ability to pay or immigration status, and collaborating with community partners to address the social determinants of health.

POSITION SUMMARY  

The Chief Operating Officer (COO) is responsible for managing all operational aspects of the health center and assists the Chief Executive Officer in making the mission and vision of the organization a reality. The COO does this by translating the goals, vision, strategies, mission, projects, and programs of the organization into an executive operational plan with specific work assignments for department managers who then work with their workgroups and individual staff members. The COO monitors and works with managers to ensure the integration and seamless delivery of services among all departments, units, providers, and support staff.  The COO works with the Chief Medical Officer to operationalize clinical care to meet the quality, access, efficiency and satisfaction standards of patients and provider teams to meet organization goals. They focus on developing managers and staff as well as on improving workflows to make work easier to do reducing burnout and creating an environment that promotes learning and participation in improving care at all levels.

This position is a member of the Executive Management Team.  In addition, they participate in performance improvement activities and uphold the mission and vision of RFHN in the performance of their work.  This position is a member of the Operations Leadership Team supporting PCMH standards and practices.

DUTIES AND RESPONSIBILITIES

To be performed in accordance with RFHN Policies and Procedures

Supervision (40%)

1. Provides day-to-day leadership, management and oversight of the organization’s clinical operations, which mirrors the adopted mission, vision, and core values.
2. Provides direct oversight of organizational development, to ensure effective services are administered and provided to the target population and surrounding communities.
3. Directly supervises and develops Directors and Managers who oversee project management, managed care, facilities, outreach and health care for the homeless, and medical staff such as nursing staff, medical and optometry assistants, health coaches, and other support staff.
4. Participates with Human Resources, Medical, and other Senior Operations Directors in the recruitment, retention, performance evaluation and dismissal of the staff.
5. Works side by side with executives in developing transformational strategies in the adoption of process improvement and guides staff in the implementation and execution of process improvement tools and methods.
6. Participates with the Staff Development Department in orientation, training, supervision, and evaluation of clinical personnel to ensure their compliance with all health center policies and procedures. 
7. Conducts regular staff meetings with department managers to discuss operational issues, new policies, and procedures.   

Operations (40%)

1. In conjunction with the Chief Executive Officer and management team, participates in the development and implementation of the mission, vision, and values of the organization, including high quality, patient-focused health care.
2. Promotes employee and patient safety needs, communicating these needs with recommendations, as appropriate, to the Chief Executive Officer, Chief Dental Officer, Chief Medical Officer, Quality Officer, and Compliance Officer.
3. Works with Compliance Officer and Department Managers to monitor patient complaints and to make sure they are resolved in a timely manner.
4. Assists the Chief Executive Officer, Chief Medical Officer, and Chief Dental Officer in monitoring patient utilization of programs and services to assure that RFHN goals are met without compromising health center values, mission, and patient quality.
5. Assures that the clinic adheres to all regulations and legal requirements in consultation with the Chief Medical Officer, including compliance with California Clinic Facility Licensure regulations.
6. In conjunction with Compliance Officer, Chief Medical Officer, Dental and Senior Operations Directors, is responsible for ensuring program and corporate compliance with primary health care policies and procedures as well as with those external regulatory bodies such as HPSM, VHP, CHDP, FQHC, HIPAA, OSHA, CLIA, and other professional review and standards boards.
7. Attends seminars, training sessions and in-services to keep current with trends and practices in health care administration and operations as needed.
8. Participates in staff, management, and provider meetings as necessary.
9. Responsible for the effective measurement of all processes interdepartmentally and externally with outside services, agencies, and grant programs.  Collects and analyzes health center data and provides timely, accurate, and complete reports on the operating condition of the health center.
10. Identifies major deficiencies in the operations and performance of the various patient and organizational programs, including corporate compliance, systems, and procedures; ensures corrective actions are implemented and makes recommendations to Chief Executive Officer for changes and solutions.

Administrative Duties (10%)

1. Meets regularly with the Chief Executive Officer and Chief Medical Officer to report and carry out the operational plan to meet organizational objectives.
2. Helps establish/implement goals, objectives, policies, procedures and systems for assigned administrative areas.
3. Participates in the planning, development and implementation of system improvements.
4. Performs other duties and projects as requested by the Chief Executive Officer.
5. Drafts, updates, and monitors appropriate procedures to implement clinic policies pertaining to Operations Department.

General Agency Duties (10%)

1. Fosters an environment that promotes trust and cooperation among patients and staff; maintains strictest confidentiality concerning all patient and employee information.
2. Promotes and exemplifies in action, the mission, goals, policies, procedures and principles of RFHN to supervisees and other clinic staff.
3. Participates in outreach activities, agency advocacy, and serves on ad hoc committees, as requested.
4. Attends RFHN staff retreats and Board of Directors meetings as requested by the Chief Executive Officer.
5. Other duties as assigned and requested.

Qualifications

QUALIFICATIONS

• Master’s degree in health or business administration required. 
• Seven (7) years minimum progressive supervisory and management experience in outpatient clinics, community health centers or physician office.
• Ability to communicate both orally and in writing in a professional manner.
• Computer literacy required; familiarity with the use of Microsoft Windows. 
• Experience with the implementation and utilization of electronic practice management and electronic health record systems required. 
• Demonstrated knowledge and experience in the effective and efficient delivery of outpatient clinic operations.
• Demonstrated ability to gather, create, interpret, and analyze data with ability to prepare and present comprehensive reports. 
• Ability to take initiative and to exercise independent and sensible judgment; demonstrates decision-making and problem-solving expertise. 
• Ability to provide proactive, positive, calm and overall effective leadership for the clinic staff in the delivery of day to day clinic services.
• Demonstrated ability to motivate, supervise, train and work respectfully and effectively with a culturally diverse clinic staff.
• Ability to collaborate and work effectively with the management team, patients, the public, community members and external agencies.
• Ability to problem solve and develop others to problem solve.
• Ability to create a workplan and to complete it on time.
• Team player to work with other executives to complete organizational support.
• Ability to provide great customer service to colleagues and staff.
• Strong leadership abilities to focus on developing staff to retain and achieve goals.
• Experience in working front and back office or willingness to learn to make sure that they understand the work and the appropriate training for staff to do it.
• Accepts and is able to give constructive feedback and resolve interpersonal conflicts; always works on developing and maintaining collegiality and team work.
• Up to date with COVID-19 vaccines per current CDC guidelines strongly recommended.

The salary range for this position is $197,600 to $260,000 annually.  However, the final base salary will be determined upon a number of individualized factors such as (but not limited to) the scope and responsibilities of the position, job-related knowledge, skills, experience, education and certification levels, and departmental budget. We also consider internal equity with our current employees when making final offers.

Ravenswood Family Health Network is an equal opportunity employer.

Salary : $197,600 - $260,000