Director of Center Operations

MedStar Radiology Network - Washington, D.C. & Maryland • Friendship Heights Village, MD

2d • Onsite

About The Position

MedStar Radiology Network is seeking an experienced Director of Operations for a Full-Time position at their outpatient imaging center in Chevy Chase, Maryland. This role will manage radiology operations for outpatient imaging centers in Chevy Chase, Rockville, and Olney. The position requires experience and knowledge of business practices, budgeting, accounting, and supervisory techniques, along with a working knowledge of clinical and/or support service operations. A comprehensive understanding of modern business and leadership practices is necessary, as is knowledge of medical and/or imaging billing, payer contracts, reimbursement practices, imaging accreditation, and industry regulations (ACR, Medicare, etc.). Proficiency in computer applications, including MS Office Suite, is also required. The Director will be responsible for developing and maintaining professional relationships, supervising sales staff, executing sales calls, managing CRM data, analyzing data for strategic planning, overseeing sales initiatives, and representing the organization at meetings. Additionally, the role involves supporting center-wide performance improvement, managing HR responsibilities, participating in marketing events, proposing operational changes, approving timesheets, providing performance feedback, and resolving operational barriers. The Director will also be involved in budget planning and ensuring the center meets patient satisfaction goals.

Requirements

• Leadership and management experience in a hospital, health care, or related field.
• Knowledge of modern business practices and budgeting, accounting, and supervisory techniques.
• Bachelor's degree or graduate from an accredited program in Nursing, Radiologic or Nuclear Medicine Technology, and/or equivalent in experience.
• Candidates with relevant existing licensure or certification will be required to maintain that licensure or certification.
• Knowledge of management principles and practices.
• Knowledge of business practices, budgeting, and supervisory techniques for the assigned area of responsibility or related field.
• Knowledge of defined specialty area of imaging or related field.
• Knowledge of computer applications, including information and billing systems, keyboard input, digital archiving, and retrieving of data.

Nice To Haves

• CRA preferred for Clinical Operations

Responsibilities

• Develops and maintains effective and collaborative professional working relationships with center Medical Director(s), Radiologists, OIA, and when applicable, partner and radiology leadership.
• Works with administrator to utilize existing OIA sales standards and best practices relating to the sales and marketing efforts of the Imaging Center.
• Supervises, trains, coaches and evaluates the sales staff and daily workflow for areas of responsibility.
• Demonstrates, models and monitors, through observations and results, the sales effectiveness of Practice Liaisons and adheres to sales effectiveness expectations when performing direct sales to prospective, new and established referring providers (50-60% of the time).
• Executes sales calls to obtain desired outcome for the work area and organization, including best use of sales techniques, and adherence to sales standards such as usage of team calendar, monthly and daily pre-call planning and effective territory management.
• Situational awareness including appropriate professional presence in referring practices, acting in the best interest of the customer and maintaining confidentiality.
• Effective problem solving including active listening, maintaining impartiality, and appropriately balancing the needs with available resources and constraints.
• Daily update of CRM to accurately record activities and to ensure practice and contact record information is accurate on reports.
• Maintain current knowledge of competitors and their strategies and responds quickly and appropriately to changing market conditions.
• Works with and as an extension of the administrator in the development of work-area organizational goals within the categories of People, Quality, Growth, Service, and Finance.
• Regularly meets with direct reports to share, measure, track, and achieve success.
• Demonstrates proficiency in OIA tools including CRM, OIA-produced reports and other resources available to perform job and achieve desired outcomes.
• Trains and develops skills in direct reports to inspire autonomy.
• In collaboration with the Administrator, analyzes data to identify areas of focus and opportunity and develops sales plan outlining strategies to achieve desired outcomes.
• Monitors timely execution of sales plan initiatives and periodically reports progress to Administrator.
• Oversees, facilitates, and executes sales initiatives, including campaign implementation, event management and promotional activities.
• Actively supports organizational goals by establishing regular meetings with direct reports and/or staff to discuss and develop strategies, analyze and measure efforts and track results, implement actions outlined in sales plan, and other organizational initiatives.
• Represent OIA/Center at meetings with customers, referring offices, patients, and partner (when applicable).
• Ensures provision and delivery of ongoing sales training for sales staff.
• Facilitates sales staff participation in in-service trainings to increase understanding of clinical and business office operations.
• May initiate and perform disciplinary action, in absence of the administrator or Director, after consulting with Human Resources.
• As needed, works with administrator and center leadership to support center-wide performance improvement initiatives.
• Receives guidance and direction from the Administrator, but plans, develops, and implements programs and projects with minimal assistance.
• Demonstrates accountability to the needs of the organization by developing and maintaining a strategic perspective to achieve assigned goals, objectives, and deadlines.
• Continuously monitors the effectiveness of implemented programs and strategies to assist and ensure center is consistently achieving desired outcomes.
• Supports a work environment which promotes cross-training of work responsibilities for all work groups.
• Assists administrator in maintaining current knowledge of competitors’ strategies and participates in sales & marketing functions as required.
• When requested/needed, works with and participates with marketing team to 1) facilitate and execute marketing initiatives, such as sales, media relations, publications, events presentations, and promotional activities during and after normal business hours 2) identify areas for growth and new potential revenue sources and develops sales/education strategies to capture.
• Collaborates with the Administrator to consistently identify opportunities and takes action to implement programs within area(s) of responsibility which address quality control and improvement and streamlining of work to: a) increase referral volume, b) hardwire best practices to promote exceptional service and experience to patients, peers, and external customers.
• Provides center/operational information and guidance when needed to others, including staff, executive management, and outside sources.
• Works with and as an extension of the administrator to oversee/develop and implement programs and strategies which address/ensure: a. Proper staffing levels, b. Timely recruitment of a high-quality work force, c. Proper orientation and training of new employees, d. Development of second-level leaders and staff employees, e. Effective coordination of daily activities, f. Employee satisfaction within the workplace.
• Works with and as an extension of OIA HR department to perform local HR responsibilities as needed or directed to ensure established and communicated procedures are followed at the center level, and proper completion and handoff of required paperwork such as PAFs, PRFs, NURF, I9, Applications, etc. are submitted within the established timeframe.
• Attends/participates in company-wide meetings as scheduled and required.
• Must be able to participate in evening and weekend marketing events on behalf of the center, which includes periodic overnight travel to meetings.
• Proposes operational changes/improvements that will assist the center in meeting or exceeding the volume and customer service quality performance targets.
• Supports development and identification of new potential revenue sources.
• As requested, assists with coordination, training, and implementation of employee customer service procedures and initiatives.
• Approves employee timesheets by applying established time keeping policies to direct reports using the time and attendance system.
• Ensures the same for employees that report to their second level leaders.
• Provides regular, timely and meaningful performance feedback to direct reports during regular meetings & the evaluation process.
• Properly documents feedback discussion as they occur.
• Promptly uses and follow the centers "Progressive Disciplinary & Standards of Conduct" policy and procedure with direct reports when informal coaching is not effective in facilitating the desired change in performance.
• Ensures the same for all center level leaders for consistency within the center.
• Works with center staff and center level leaders to hardwire best practices in support of the sales effort and market demand.
• Swiftly and consistently acts to resolve operational barriers to accommodating volume growth, and referring provider/patient needs.
• Regularly communicates operational opportunities or challenges to sales team.
• Accesses and uses available resources, and data to make effective situational judgments/decision that have a significant impact on the management of the center in terms of quality of services provided to customers/patients.
• Consistently engages, inspires, and communicates to staff the expectation that they provide exceptional service and experience to patients, peers, and external customers to achieve desired outcome for the organization.
• Assist the Administrator, OIA, Medical Director and vendor in the selection and placement of equipment, and the design of work areas.
• Works as an extension of the administrator/director to meet or exceed time of service and denial rate goals.
• Facilitates prompt follow up and ensures proper investigation and training of staff when organizational measures are not being met.
• Develops and implements programs and strategies which assist center in consistently achieving desired outcomes.
• As directed, assists in the participation of planning of fiscal year budget and operates areas of responsibility within and achieving established budget.
• Works as an extension of the administrator/director to achieve organizational patient satisfaction goal and ensures self and staff demonstrate consistent use of AIDET (Acknowledge patient, Introduce yourself, provide Duration/timeline for test, Explain the process & Thank them for choosing the center) and HEAL (Hear them out, Empathize, Apologize, & Leap into action to solve) when interacting with patients/customer.
• Facilitates prompt follow up and creates action plan to address and implement training and/or other strategies to improve patient satisfaction scores that fall below the organizational goal.
• In absence of administrator, may make decisions that have a significant impact on the management of the center in terms of quality of services rendered to the public and to health care providers.
• Performs all other duties as assigned.

Benefits

• Competitive pay
• Quarterly Bonus Program
• Paid Time Off & Holiday Pay
• Comprehensive medical, dental, vision, and prescription coverage with a Flexible Spending Account (FSA)
• 401(k) with Company Match and Company-paid Life Insurance
• Short-term & Long-term Disability and Employee Assistance Program (EAP)

What This Job Offers

• Job Type: Full-time
• Career Level: Manager