Director, Operations Cardiology Clinic

Nemours • Wilmington, DE

88d

About The Position

Oversees operations across all Delaware Valley Nemours Cardiac Center practices. Works with existing Supervisors, Managers, and Directors within the Center, providing supervision and direction of the delivery of services and programs. Oversees all applicable sites/entities with cardiology services based on the scope of the Nemours Cardiac Center including projects, research and academic initiatives. Supports the further acquisition, development, and regionalization efforts of cardiology services and programs. Oversees staff management, practice productivity, financial stewardship, provider and patient scheduling and budget development (Clinics, capital). Ensures that policies and procedures are implemented promptly and efficiently including optimally leveraging technology while working collaboratively with Senior Management and Internal Stakeholders to ensure the practices meet overall performance and satisfaction expectations to achieve an excellent patient and Associate experience.

Requirements

• Bachelor's degree required
• 5 years relevant experience in a physician specialty multi-office practice setting and supervisory experience directing other's work

Nice To Haves

• Master's Degree in business administration, healthcare administration or related field
• Progressive Supervisor experience in a healthcare environment

Responsibilities

• Works collaboratively with the Department and Nemours Leadership to ensure that the highest level of service is offered to patients.
• Oversees and advances clinical operations of the Nemours Cardiac Center for the practice at AIDHC.
• Collaborates with physicians and medical staff to determine effectiveness of service delivery in cardiac center outpatient locations.
• Uses patient/family evaluative responses gained via surveys to guide service efforts.
• Provides support to the Director/Co-Directors - Nemours Cardiac Center, Division Chiefs, Medical Director and Administrator in the development, communication, and implementation of departmental goals and objectives.
• Evaluates work processes, time management and efficiency of staff to maximize productivity and ensure maximum utilization of resources available.
• Creates a learning environment for students from nursing, medicine, and allied health programs that promote application of relevant theories and principles related to multidisciplinary patient care management.
• Leads special projects and/or task forces and attends committee meetings as appointed by the Medical Director.
• Monitors the continual improvement of Nemours' patient cycle process/system including focused site improvements, technology enhancements, and the development of key metrics for measuring process improvements.
• Partners with the Administrator and Director of Cardiac Nursing to improve Nemours competitive position while ensuring a consistent and coordinated strategy across the organization.
• Provides Administrator standard reports that help monitor and maintain the highest level of performance operationally as well as financially.
• Responsible for issue resolution or development of action plans in collaboration with appropriate Department leadership.
• Acts as an intermediary between patients, families, referring community, departments and staff.
• Provides oversight and guidance to the Cardiac Center and ACC Clinical and Administrative Support Staff as assigned.
• Provides direct supervision to ACC managers and staff.
• Establishes standard practices, policies, and operating procedures to ensure a timely, efficient, and positive patient experience.
• Provides necessary training and education to ensure consistency of performance in all administrative/clinical areas.
• Defines performance expectations for all staff positions through the Performance Management System, including department-specific job descriptions and measurable performance standards.
• Creates an environment that encourages and supports self-development and learning for all associates through regular feedback.
• Collects data and information about patient access, prepares reports and analyses, and uses published standards to identify progress or adverse trends.
• Makes recommendations when needed.
• Provides data analysis for the multiple ACCs in Wilmington and satellite clinics for strategic planning and growth initiatives.
• Makes recommendations on staffing levels needed to meet the demands of changing patient volumes and relevant data metrics to ensure performance standards are maintained.
• Provides administrative support and guidance to facilitate the efficient delivery of support services in the ambulatory care and outpatient settings.
• Establishes and communicates standard practices, policies, and operating procedures to ensure consistency in all ambulatory care settings in collaboration with department administrator and managers.
• Participates in the leadership and execution of continuous process improvement initiatives.
• Ensures that improvements are sustained through sound procedures, staff education and regular monitoring.
• Coordinates and leads daily Cardiac Out-Patient Huddles and co-leads the Cardiac Out-Patient Committee meeting.
• Provides education and training as needed.
• Enhances and strengthens the collaborative working relationships between the ACC and/or designated practice locations and the AIDHC Department, off-site satellite practices, partner locations, and other hospital or practice departments.
• Develops and monitors metrics for department administrators and managers to assess performance and makes recommendations on how to address opportunities for improvement.
• Responsible for Fiscal Management for the Assigned Nemours duPont Pediatrics ACC locations.
• Translates medical practice objectives into financial assumptions for short-term and/or long term planning.
• Assists the Administrator of Cardiac Center in the development and implementation of capital and operating budgets using the enterprise-wide standards and processes.
• Partners with Cardiac leadership in developing performance targets, reporting variances and creating remediation plans.
• Provides financial planning, analysis and decision support to the Administrator of Cardiac Center.
• Ability to prioritize projects in line with department's financial goals, negotiating resource allocation and directing divisions and/or work teams to achieve revenue/expense objectives.
• In coordination with clinical managers and associates, supervises and assists in monitoring expenses and implementing cost reduction practices.
• Calculates business ratios and benchmarks to keep the divisions competitive.
• Provides ongoing assessment of Revenue Cycle and revenue enhancement opportunities and provides remediation plans.
• Establishes customer service standards that support the service excellence philosophy of the organization.
• Educates staff and develops metrics to ensure compliance.
• Monitors patient satisfaction scores for the practice and works with Mgr Cardiac Pt Support Svcs, Exercise/Testing Manager, and Nurse Manager to identify opportunities for improvement and address in a timely manner.
• Ensures that service excellence is provided through sound processes and compliance with Nemours Standards of Behaviors by the OP/ACC staff.
• Conducts rounds and communicates routinely with physicians, other providers and staff to ascertain satisfaction with services and to identify opportunities for improvement.
• Investigates and responds to customer complaints related to the divisions associated with the appropriate department.
• Development of guidelines and standard work across multiple ambulatory sites to improve the quality of care and the patient experience.
• Manages clinic specific quality improvement programs in accordance with state and federal regulations and Nemours initiatives.
• Ensures compliance with state specific lab procedures including annual competency observations, web-based training and proficiency testing.
• Educates and ensures that support staff are proficient in the clinical support needs in specialty divisions.
• Manages Survey Readiness as standard.
• Embraces and consistently demonstrates Nemours Core Values.
• Creates and supports an environment that fosters teamwork, respect, cooperation, accountability, and trust.
• Performs other duties as required or assigned.

What This Job Offers

• Industry: Hospitals
• Education Level: Bachelor's degree