Director of Clinical Program Operations

The Hume Center•Concord, CA

3d•$125,000 - $160,000•Onsite

About The Position

The Director of Clinic Program Operations provides strategic leadership for the design, implementation, and ongoing management of clinical programs across multiple clinic and community sites. This role ensures high-quality operational care efficiency that is patient/client-centered and in compliance with federal, state, and county regulatory, accreditation standards, and plans. The Director serves as a member of the Service Operations team to ensure alignment, buy-in, and coordination of diverse stakeholders to drive the implementation of strategic business initiatives and programs across Hume’s clinics and programs. This role supports business strategy, organizational alignment, and prioritization of business initiatives of the agency, as well as supports the development and implementation of clinic operation initiatives, systems, and processes to a desired future state. This professional will participate in change management plans associated with business initiatives. Performs and assesses strategic performance metrics to support business initiatives and growth, while adhering to relevant policies and procedures through its crucial role of overseeing clinical operations, and driving ongoing process improvements that enhance patient access, quality of service, and satisfaction by working in collaboration with medical and administrative leaders. This professional will have strong management skills and will be responsible for developing and improving clinic and community program operational processes, and ensure adequate flow of information throughout the assigned region for smooth running of the day-to-day business operations with guidance from the VP of Organizational Development and Operations; and in collaboration with clinic/program managers. The person in this role will need to be a strong problem-solver, detail-oriented, and organizationally skilled to help support and manage agency-wide Productivity/Direct Service reports and data processing. Additionally, the ideal candidate will have exceptional communication skills, and will be resourceful in building relationships across the larger Hume Center ecosystem in supporting staff/clinicians in problem-solving; setting, evaluating, and meeting their annual SMART goals in advancing the agency’s mission and expected business performance goals. This position is ideal for a leader who is detail-oriented, strategic, and has the ability to balance operational efficiency and clinical excellence to ensure our programs/clinics deliver excellent service that is safe, compliant, and effective.

Requirements

Master’s degree in Healthcare Administration, Healthcare Management, Business Administration, Health Care Management, Organizational Leadership, Public Health Administration, Behavioral Health field, or be registered or licensed as a clinician or equivalence
5 years experience in a behavioral health setting
3 years experience in people management, conflict resolution and emotional intelligence
Ability to read and interpret data, perform data analysis, and report writing
Experience working with diverse communities
Adept at working with both internal and external cross-functional teams.
Experience in close collaboration with other professionals
A history of maintaining confidentiality and discretion in all professional relationships
Ability to work in fast-paced and ever changing environments
Excellent conflict management resolution and problem-solving skills
Ability to prioritize tasks and to meet deadlines
Excellent interpersonal and communication skills - verbal and written
Proficient in using various Microsoft and Google suites programs such as Microsoft Word, Google doc, PowerPoint.
Must be able to read reports and research documents

Nice To Haves

Doctorate in Psychology or related field
5 years Interpersonal skills and prior management experience
Experience developing and executing communication strategies tailored to various audiences, such as executives and clinic/program leaders
Experience in data reporting and management
Some knowledge in data analysis software, and advanced Excel functions including formulas, macros etc.
Certifications: Performance Improvement processes (Management Action Plan), conflict management.
Skill in handling multiple tasks and swiftly adapting to changes
Strong people and processes management skills
Experience in balancing several and competing priorities concurrently

Responsibilities

Oversees the entire clinical operations and ensures contract goals are met by service providers
Handles all administrative tasks related to service providers (i.e. orientation and training to program operations procedures and forms, providing the necessary resources and tools, position expectations, program performance, reviews, scheduling, direct service reporting, liaison of communication channels).
Supervises service providers who provide direct services, including supervisors and trainees.
The DCPO will have a clinical background and will be responsible for ensuring that referrals are adequately assessed, and cases assigned based on staff competencies, specialty skills, expected service hours, caseload, appropriateness and availability in collaboration with the Director of Operations and their teams
Collaborates with each clinic’s Clinical Lead (could be through weekly meetings) to ensure the expected clinical and operational goals are met
Coordinates regularly scheduled collaboration meetings and ongoing maintenance of those relationships with community partners/referrals sources in partnership with the Clinical Community Program Director (CCPD) and/or DCS
Participates in relevant budget processes, monitor budget performance and delivery of operations within budgeted parameters
Ability to establish operational goals and objectives that supports Hume’s strategic operational plan
Monitors EHR utilization and optimization in patient encounters and ensures clinicians are adequately trained in the use of the agency’s EHR
Liaises with cross functional departments to efficiently run and grow the referral process and timeliness of scheduling client service appointments using systems such as CCLink
Collaborates with behavioral healthcare multi-disciplinary teams to respond to ongoing client needs
Understands CalAIM, BHSA, and other federal, state and county priorities
Ability to effectively plan, delegate and/or supervise the work of others.
Effectiveness in oral and written communication; ability to deliver clear directives and set expectations
Knowledge of insurance regulatory issues, billing and coding practices
Provides assistance with ad-hoc, special projects, as needed
Performs other duties as assigned by direct supervisor and the CEO commensurate with the role
Oversees staff performance management
Monitors appropriate staffing levels and ensure staff completes required trainings
Promotes individual professional development growth and team building
Effectively manages patient contact and follow-ups to reduce no-shows, ensure prompt rescheduling and follow-up of appointments
Develops patient outreach best practices
Evaluates patient satisfaction ratings and fosters an environment of a highly positive patient experience
Ensures that patient privacy is being maintained according to HIPAA laws, and our offices meets OSHA, ADA and other regulatory standards
Prepare and present program management reports in collaboration with ITS department and other stakeholders
Keeps abreast of all regulatory changes and implements applicable changes
Ability to direct, manage, implement, and evaluate operation’s activities
Collaborates with senior leaders on strategic initiatives and stakeholder engagement
Partners with the Organizational Development leader(s) to design and implement strategic frameworks and pulse surveys designed to directly align staff engagement, retention, training and professional growth with the organization’s overarching strategic goals and core mission to boost overall organizational performance, and thrive in the ever changing healthcare/behavioral health ecosystem
Effectively articulate The Hume Center’s shared vision, mission, and strategic plan
Develop and maintain updated program operations procedural manual, procedures and forms
Ensuring that clinical documentation is properly logged and stored
Oversee Utilization Review and Client Service Authorization (CQRT)
Lead, manage and provide administrative oversight for all clinical operations teams within the specified regions
Oversees individual employee development, safety, and training; and conducts performance reviews
Ensure the team provides exceptional customer service to all clients regardless of race, religion, sexual orientation, gender in accordance with state, local and federal laws
Develops comprehensive plans for operational flow patterns, work flow and controls, ensuring consistency across the Agency
Establishes proper monitoring measures in partnership with the Compliance department
Collaborates with Compliance and other team members to ensure clinics are duly certified, and monitor timelines for re-certification.
Clinic events: collaborates with leaders to ensure they have what they need for events
Undertake Environment of Care (EOC) rounds in collaboration with Operations Director to ensure facilities are clean and welcoming to clients and staff
Collaborate with Clinic Operations Manager (COM)/Director of Operations (DO) to ensure clinic/team facilities needs are addressed in a timely manner
Collaborate with Director of Information System & Data (DISD) to ensure clinic/team Information systems needs are addressed in a timely manner
Prepare operations briefs and reports for supervisors, mid-management and Executive Team
Build cross-functional relationships between departments and programs, and collaborate with other leaders to meet overall Agency expectations.
Create, update and maintain Clinic Operations procedures in collaboration with the Operations Team
Creates and maintains positive relationships with all stakeholders.
Oversees and directs the implementation of projects, operational initiatives/changes as rolled out by the leadership team
Builds staff consensus to ensure coordination and integration of care across the various programs and clinics
Stay updated with health care and behavioral health care regulations
Maintain and build community relationships, to ensure sustainability, and differentiation in a competitive and policy-sensitive environment in collaboration with senior leaders on new program development, implementation and sustainability
Develop needed relationships, develop business proposals and strategies to support growth in accordance with The Hume Center’s mission and values
Foster external and internal engagements including visiting programs/clinics to ensure ongoing stakeholder engagement to sustain and improve service performance
Develop strategies with leaders to promote program and business development
Implements and monitor new initiatives, provide appropriate feedback and/or corrective actions