Operations Director

University of Massachusetts Medical School•Westborough, MA

24d

About The Position

Under the general direction of the Executive Director, Disability Evaluation Services, or designee, the Operations Director is responsible for assessing, planning, implementing, managing, and strategically planning business objectives and operational functions. The role oversees program operations teams that support departmental contractual timelines and obligations. The Director develops and oversees management tools for fiscal accountability, including level-of-effort standards and productivity monitoring related to service delivery. The role also oversees departmental human resource initiatives related to staff recruitment and retention, financial management systems, and subcontractual relationships, with the goal of meeting or exceeding key performance indicators and budgeted resource allocations. The Director participates in business growth as appropriate, supports strategic initiatives, and recommends and implements strategies to improve organizational performance. The position is a member of the Program Management team and serves as manager-in-charge in the absence of other executive leaders within the department.

Requirements

Master’s-level degree or equivalent in business, health or science administration, planning, or a related field.
7–9 years of experience in health care administration or a related field, with broad understanding of and experience in the changing and interrelated functions of health care delivery, education, or research.
At least 3 years of prior management or supervisory experience.
Strong business acumen and familiarity with operational best practices.
Proven administrative and management ability in a complex environment, preferably health care or another related service industry.
Demonstrated performance in strategic and financial planning and analysis.
Demonstrated ability to perform within budgetary constraints while delivering a consistently break-even or profitable bottom line.
Experience developing and maintaining accountable infrastructure systems, including information technology, personnel, and finance systems.
Demonstrated outstanding verbal and written communication skills.
Proven problem-solving skills, including innovation, flexibility, and creativity.
Demonstrated leadership skills, including the ability to build productive teams and motivate individuals at all organizational levels toward common objectives.

Nice To Haves

Healthcare operations experience.
Working knowledge of long-term services and supports and Medicaid operations.
Experience working in a clinically staffed environment with nurses and physicians.

Responsibilities

As a member of the Senior Leadership team, support strategic planning, financial planning, service delivery, and service integration for assigned units or programs.
Work with Directors of assigned programs or units to establish and maintain strong relationships with clients and customers as needed.
Oversee business operating tools and standards, related business requirements, and operational staffing needs for assigned areas.
Assess service levels, processes, and workflows, and initiate changes to support efficient, solution-oriented department operations.
Identify and assess client needs and department challenges, and recommend strategies to Senior Leadership that improve organizational performance and achieve desired outcomes.
Oversee program operational data management, including departmental metrics and reporting.
Develop and manage internal procedures and level-of-effort and productivity reporting, ensuring alignment with organizational goals.
Collaborate with the Finance Director to review financial statements and performance data, measure productivity and goal achievement, identify cost-reduction opportunities, and implement program improvements.
Collaborate with the Finance Director to maintain and oversee operational and fiscal tools tracking the alignment of productivity measures, expenses, and revenue related to services delivered to external clients.
Oversee program operations and coordinate with peers leading clinical operations to meet ISA, MOUS, and other contractual agreement key performance indicators.
Establish and implement departmental policies, goals, objectives, and procedures in consultation with senior leadership, clients, and staff as necessary.
Collaborate with Senior Leadership and peers to implement business development initiatives, strategic goals, and program objectives within agreed parameters and timelines.
Oversee human resources and personnel processes; partner with Human Resources to develop and implement recruitment and retention strategies for business and program operations positions.
Direct departmental onboarding operations, including advising on new position development, Position Advisory Committee approval procedures, processing position actions under UMass Chan/ForHealth Consulting requirements, and managing staff access to secure systems.
Work with shared infrastructure divisions within UMass Chan Medical School to ensure their support for unit programs and alignment with UMass Chan/ForHealth Consulting goals and objectives.
Lead, manage, and develop staff in shared business program operations teams, and assist with the management and development of other staff as appropriate.
Lead and manage data security and privacy issues, including HIPAA, working with the Office of Information Security & Compliance and/or Program/Unit Compliance Liaisons to ensure compliance with enterprise standards.
Oversee allocation of remote workforce equipment, including assignment, maintenance, exchange, and return of equipment related to modernization or resignation.
Develop and maintain relationships with peers, ForHealth Consulting business leaders, and other key clients and constituencies to support efficient operations.
Negotiate and manage vendor contracts, including developing performance indicators designed to optimize programs and maximize revenue.
Develop and maintain relationships with key external partners, grantors, and vendors.
Present information and updates to executive staff as required and maintain reporting tools that support executive and senior staff oversight of service delivery and staff accountability and accuracy.
Oversee operational contract compliance measures, particularly those related to ISA deliverables.
Perform other duties as required.