Program Director, Freestanding ER and Urgent Care

Intuitive Health•Sellersburg, IN

About The Position

The Program Director provides strategic and operational leadership for assigned freestanding emergency room and urgent care facilities. The role is responsible for overall site performance, team leadership, and partner relationships, overseeing daily operations and driving operational and financial performance. The Program Director identifies opportunities to improve efficiency, patient experience, and business results, and leads and develops facility leadership and front office teams. The role works closely with the RVP of Operations, Medical Director, hospital partners, and other stakeholders to achieve operational goals and maintain high service standards. The position has facility-level P&L responsibility and supports integration with hospital departments and provider activities. It also oversees operational procedures, performance metrics, regulatory and accreditation readiness, customer service measurement, local marketing participation, budget development, and center growth. Travel is primarily local between facilities during the business day, with occasional out-of-area and overnight travel. The employee may be required to work at any facility and is responsible for their own transportation.

Requirements

Bachelor’s degree required.
At least 7 years of experience in the healthcare sector.
At least 3 years of healthcare management experience.
Strong, clear, and precise verbal and written communication skills.
Strong communication and relationship management skills.
Ability to work collaboratively across multiple organizations.
Solid understanding of healthcare operations.
Solid understanding of hospital-based reimbursement, including the interplay of documentation, coding, billing, and collections.
Demonstrated initiative, independence, and curiosity.
Self-driven approach and ability to work under pressure and respond to shifting priorities.
Ability to manage multiple projects simultaneously.
Alignment with the organization’s core values and ability to lead through servant leadership.
Ability to travel between facilities and provide own transportation.
Ability to meet the role’s physical demands, including intermittent standing, walking, bending, kneeling, stooping, crouching, and lifting and supporting patients.

Nice To Haves

Master’s degree or MBA preferred.
RN license preferred.
Experience with multi-site management preferred.

Responsibilities

Oversee and manage facility-level operations for freestanding emergency rooms and urgent care hospital outpatient departments.
Maintain complete P&L responsibility for assigned facilities.
Integrate facility operations with applicable hospital departments, including nursing, radiology, and laboratory.
Coordinate provider activities in collaboration with the Medical Director.
Ensure facility operational procedures are consistently maintained.
Provide leadership and motivation to support a patient-oriented customer service culture.
Maintain facility operational metrics in accordance with established benchmarks.
Coordinate with hospital partners on clinical recruitment and training.
Serve as a cultural champion for assigned facilities.
Manage facility department leadership staff.
Participate in regulatory and accreditation preparedness and survey processes.
Participate in local marketing activities.
Ensure compliance with hospital policies, procedures, and processes, and with regulatory, licensing, and accreditation requirements.
Promote Intuitive Health’s value proposition by coaching clinical managers and administrative staff in their daily work and partner relationships.
Maintain positive and engaged relationships with hospital partner leadership teams.
Participate in budget development with the Regional Vice President and Joint Operating Committee.
Manage the customer service experience and relations at the facility, including measuring, tracking, and reporting customer satisfaction.
Drive volume and center-level growth.