Director of Operations

Well Care Health • Wilmington, NC

25d

About The Position

The Director of Operations works under the supervision of the Regional Director of Operations or VP, Home Health Operations and has responsibility for: Driving Well Care’s culture, mission, vision, and values throughout the assigned Market. Providing effective and strong leadership to all Market teams. Promoting a positive working environment and culture that engages and fulfills all teams and minimizes regrettable turnover. Managing and overseeing all operations to ensure the consistent delivery of high quality and profitable home health services, as well as results for operational and financial key metrics. Assuring Market’s compliance with all applicable rules, regulations and standards. Overseeing and driving experience excellence for patients, families, referrals sources, and vendor partners. Planning, developing, implementing and evaluating home health services, programs and activities. Performing other appropriate duties as assigned. PRIMARY JOB DUTIES 1. Collaborates with clinical, administrative and support staff to assess, plan, implement and evaluate home health services which meet the needs and expectations of the community, patients, staff and other internal/external customers. 2. Ensures agency compliance with applicable laws, regulations and accreditation standards. 3. Direct community outreach efforts to build and maintain a high level of community involvement and visibility. 4. Collaborates with clinical, administrative and support staff to develop, implement and monitor the annual operating budget. 5. Contributes to program effectiveness. 6. Organizes and performs work effectively and efficiently. 7. Maintains and adjusts schedule to enhance the Market’s performance. 8. Demonstrates a daily commitment to the values and culture of Well Care. 9. Demonstrates positive interpersonal relations in dealing with all members of the organization. 10. Effectively demonstrates the mission, vision and values of Well Care on a daily basis. 11. Maintains confidentiality. 1.0 20% CUSTOMER SERVICE: 1.1 15% Develops services and programs that promote customer satisfaction as demonstrated by: Agency responds to all customers in a courteous, sensitive and respectful manner. Ensures excellence in service delivery and achieves agency HHCAHP score at or above the 80th percentile for the 3 composite measures and both universal measures. Participates in community outreach activities that promote goals and objectives of the Market. 1.2 5% Plans for the recruitment, retention, development and continuing education of the staff and takes reasonable steps to ensure the consistent availability of all services that are represented to the public as available. 2.0 20% FINANCIAL AND OPERATIONAL MANAGEMENT 2.1 7% Collaborates with Regional Director, Sales and Regional Director of Operations regarding agency processes and sales activities so that the Market meets its established admission, Medicare Mix, revenue, and profitability goals. 2.2 4% Manages agency expenses against annual budgeted expenses. (Adjustments will be considered based on volume, if applicable, and/or expenses beyond the Director of Operations control.) 2.3 4% The Director of Operations will demonstrate an ability to reduce the cost of operations in his/her area as evidenced by: Negotiating contracts for services that are more favorable to the Agency. Changing processes that increase efficiencies and/or reduce salary or non-salary expense. Eliminating activities that are non-productive. Meeting strategic targets for direct and total cost per visit. 2.4 5% Creates efficient and effective scheduling and staffing patterns to ensure clinical productivity is at or above positional expectations. 3.0 15% HUMAN RESOURCE MANAGEMENT 3.1 7% Maintains positive employee relations within the agency by handling responsibilities within established time frames and following the guidelines of the agency as evidenced by: Managing by walking around on all shifts. Completing employee performance appraisals when due. Maintaining the progressive disciplinary process with counseling and documentation. Applies agency policy consistently across all positions. 3.2 8% Plans and develops team staffing to reduce agency turnover to at or below industry average. 4.0 15% STRATEGIC PLAN/ANNUAL OBJECTIVES 4.1 5% Ensures departmental compliance with applicable laws, regulations and accreditation standards as evidenced by successful completion of all regulatory surveys without deficiencies. 4.2 5% Admissions will meet or exceed annual agency goal. 4.3 5% Completes annual agency evaluation. 5.0 20% SITUATIONAL LEADERSHIP AND TEAMWORK 5.1 5% Demonstrates positive interpersonal relations in dealing with all members of the team (co-workers, supervisors, physicians, etc) as evidenced by: Communicating in a positive and productive manner, demonstrating respect for team members. Managing stress and personal feelings without negative impact on the team. Maintaining positive attitude about assignments and team members. Promoting professional/personal growth of co-workers by sharing knowledge and resources. Working collaboratively and cooperating with other Well Care company team members. Gathers feedback and input from the staff when making changes in the agency. 5.2 10% Creates an environment of accountability as evidenced by Staff members demonstrate OASIS competency. Agency demonstrated effective care planning and utilization management. Measures of Success are signed by all staff and implemented with monthly review for staff. Leads front line management in achievement of Outcomes and Process Measures goals by team and by individual. 5.3 5% In working relationships with other members of the management team, the Director of Operations consistently demonstrates positive interpersonal relations skills. Cooperates harmoniously with others and shares information appropriately and in timely manner. 6.0 10% COMMUNITY SERVICE AND PROFESSIONAL AFFILIATION 6.1 10% The Director of Operations is an active and contributing member of the community and his/her profession as evidenced by: Being an active participant in community service projects, service clubs or associations. Taking leadership role in community activities. Being an active member in local, state and/or national professional organizations. Taking a leadership role in professional organizations.

Requirements

• Education: RN or PT from an accredited school with minimum of a Bachelors Degree preferred.
• Licensure / Certification: Must possess a current valid RN or PT license in the State in which providing leadership (NC/SC). Must have 3+ years experience in Operations Management in a healthcare setting.
• Experience: 3-5 years home health experience. Minimum of 3-5 years progressively responsible management experience in a healthcare or related field.
• Essential Technical/Motor Skills: Extensive knowledge of home care principles and practice. Extensive knowledge of state and federal regulations and accreditation standards which impact home health operations. Extensive knowledge of principles and practice of personnel management and conflict resolution. Demonstrated ability to speak clearly, to answer the telephone and be computer literate.
• Interpersonal Skills: Excellent interpersonal skills including ability to interact and communicate in a tactful, professional manner with staff, physicians, management team, etc.
• Essential Physical Requirements: Demonstrated ability to speak clearly and effectively before small and large groups. Ability to communicate orally and in writing and be literate in the English language. Demonstrated ability to sit for extended periods of time. Demonstrated ability to communicate orally and in writing. Must be able to get from home health office to patient homes and/or referral sources such as the hospital or doctor’s offices.
• Essential Mental Requirements: Demonstrated ability to perform basic statistical calculations. Ability to interpret and analyze statistical data. Ability to forecast staffing and service development needs based on statistical data. Ability to analyze regulations/standards and to operationalize them appropriately. Ability to assess and evaluate staff and agency performance. Ability to explain/teach staff from a variety of educational backgrounds. Must possess long and short-term memory and high-level reasoning and problem-solving skills.
• Essential sensory requirements: Ability to see, hear and communicate verbally.
• Exposure to Hazards: Works essentially inside an office environment. May be exposed to hazards when making joint home visits, including but no limited to dangerous animals, traffic hazards, threatening patient encounters.
• Hours of Work: Hours are flexible to meet the needs of the agency.
• Must have valid North Carolina or South Carolina driver’s license and an operational vehicle.

Responsibilities

• Driving Well Care’s culture, mission, vision, and values throughout the assigned Market.
• Providing effective and strong leadership to all Market teams.
• Promoting a positive working environment and culture that engages and fulfills all teams and minimizes regrettable turnover.
• Managing and overseeing all operations to ensure the consistent delivery of high quality and profitable home health services, as well as results for operational and financial key metrics.
• Assuring Market’s compliance with all applicable rules, regulations and standards.
• Overseeing and driving experience excellence for patients, families, referrals sources, and vendor partners.
• Planning, developing, implementing and evaluating home health services, programs and activities.
• Collaborates with clinical, administrative and support staff to assess, plan, implement and evaluate home health services which meet the needs and expectations of the community, patients, staff and other internal/external customers.
• Ensures agency compliance with applicable laws, regulations and accreditation standards.
• Direct community outreach efforts to build and maintain a high level of community involvement and visibility.
• Collaborates with clinical, administrative and support staff to develop, implement and monitor the annual operating budget.
• Contributes to program effectiveness.
• Organizes and performs work effectively and efficiently.
• Maintains and adjusts schedule to enhance the Market’s performance.
• Demonstrates a daily commitment to the values and culture of Well Care.
• Demonstrates positive interpersonal relations in dealing with all members of the organization.
• Effectively demonstrates the mission, vision and values of Well Care on a daily basis.
• Maintains confidentiality.
• Develops services and programs that promote customer satisfaction
• Plans for the recruitment, retention, development and continuing education of the staff and takes reasonable steps to ensure the consistent availability of all services that are represented to the public as available.
• Collaborates with Regional Director, Sales and Regional Director of Operations regarding agency processes and sales activities so that the Market meets its established admission, Medicare Mix, revenue, and profitability goals.
• Manages agency expenses against annual budgeted expenses.
• Negotiating contracts for services that are more favorable to the Agency.
• Changing processes that increase efficiencies and/or reduce salary or non-salary expense.
• Eliminating activities that are non-productive.
• Meeting strategic targets for direct and total cost per visit.
• Creates efficient and effective scheduling and staffing patterns to ensure clinical productivity is at or above positional expectations.
• Maintains positive employee relations within the agency
• Plans and develops team staffing to reduce agency turnover to at or below industry average.
• Ensures departmental compliance with applicable laws, regulations and accreditation standards
• Admissions will meet or exceed annual agency goal.
• Completes annual agency evaluation.
• Demonstrates positive interpersonal relations in dealing with all members of the team (co-workers, supervisors, physicians, etc)
• Creates an environment of accountability
• In working relationships with other members of the management team, the Director of Operations consistently demonstrates positive interpersonal relations skills.
• The Director of Operations is an active and contributing member of the community and his/her profession

What This Job Offers

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