Regional Associate Director Clinical Ops

UnitedHealth Group•Cuyahoga Falls, OH

11d•Onsite

About The Position

Unity Health Network, part of the Optum and UnitedHealth Group family of businesses, is the largest independent physician network in Northeast Ohio. Our infrastructure enables us to provide extensive primary care services and diverse specialty care offerings while removing non-medical business functions from our clinical staff, allowing them to concentrate on care delivery. Our team is growing, and we are looking for more health care professionals who want to be part of an organization that is driven by excellence. You can be part of a dedicated health care team that provides high quality and timely patient-centered services. In return, we will provide you with competitive opportunities that are driven to change the future of health care delivery and your career. For those who want to invent the future of health care, here's your opportunity. We're going beyond basic care to health programs integrated across the entire continuum of care. Join us to start Caring. Connecting. Growing together. The Site Operations Director is responsible for assigned Regional site operations for Primary Care, Pulminary, Sleep and Psychiatry, to include the supervision of Site Operations Managers and coordination and oversight of all aspects of site services provided to include clinical quality and compliance. They will ensure practice and quality standards align with the On-Site Solutions expectations, policies, procedures and protocols. They will engage with client representatives building and maintaining a solid relationship founded on customer service excellence. Primary Responsibilities: Core Responsibilities: Has a contagious and positive work ethic, inspires others and models the behaviors of Genuine, Caring and Friendly Demonstrates effective verbal and written communication that is clear, well-organized and demonstrates an understanding of audience needs Utilizes genuine and positive communication to make each customer feel informed, understood and special An effective team member who contributes valuable ideas and feedback and can be counted on to meet commitments Is able to keep up in the MedExpress environment by facing tasks and challenges with energy and passion Pursues activities with focus and drive, defines work in terms of success and can be counted on to complete goals Adherence to standards of business conduct and compliance Leadership Responsibilities: Provides clear direction to achieve goals, creating an environment that fosters team commitment and employee engagement Maintains the perseverance to drive and sustain the changes that occur at MedExpress, while being resilient and flexible, and inspiring and motivating the team Constantly communicates to the team, is open to opinions and feedback from team members and follows through on commitments Creates a work environment in which people are able to perform to the best of their abilities Major Responsibilities: Develops key client relationships and oversees performance metrics Participates in establishing process and procedure standards to ensure quality of service and consistent experience as well as setting operational metrics to drive continuous improvement Identify operational risk areas and define and execute against tactical strategic corrective actions to ensure quality operations Provides regional leadership, manages Site Operations Managers, makes decisions, solves problems, conducts meetings and represents regional sites at internal and external meetings Provides professional perspective and direction in the development and execution of the scope of site/regional services Assumes regional responsibility for quality of services, coordination of activities and communications Supports the organization mission, vision, and values as well as management decisions Interprets and ensures compliance with policies and procedures Oversees staffing process and develops performance expectations Manages leader and team performance; provides/oversees new employee/leader orientation; provides training; coaches, counsels, and motivates employees Manages and ensure effective employee relations; establishes effective communication lines/methods, identify and solve employee problems; manages conflicts Manages site/regional budget; approves expenditures; initiates and signs appropriate paperwork Assists in scheduling and staffing; follows set labor model guidelines; ensures efficient productivity as well as providing adequate personnel to render care to patients Ensures 100%25 compliance with the MedExpress Compliance Program and federal or state licensing requirements for site and staff You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Requirements

Bachelor’s degree in Healthcare Administration, Business or related field required or equivalent work experience
5+ years of healthcare or client/customer-facing management experience
Driver’s License and access to a reliable transportation

Nice To Haves

Demonstrated experience and success in high-growth situations, rapid ramp, including building new teams and overseeing multiple locations
Proven client management experience and leading high performing teams
Proven experience as a strategic thinker who has applied industry, business and financial acumen to relentlessly drive customer satisfaction and efficiencies
Experience interfacing with internal team members and external clients as part of a solutions-based team
Understanding of HIPAA, OSHA and other state/federal healthcare requirements and regulations preferred
Computer literate in electronic mail, word processing, and office management system software
Demonstrated ability to transparently communicate complex concepts and strategies, work cross-functionally, and work in a fast paced and rapidly changing environment
Proven exceptional leadership, mediation abilities, and multi-tasking skills
Proven leadership skills necessary to work with a large and complex client
Proven exceptionally well organized and demonstrates solid interpersonal, written, and verbal communication skills within a matrixed team
Demonstrated success using the principles and processes of customer service including identifying customer needs, meeting quality standards for service, and evaluating & improving customer service results

Responsibilities

Develops key client relationships and oversees performance metrics
Participates in establishing process and procedure standards to ensure quality of service and consistent experience as well as setting operational metrics to drive continuous improvement
Identify operational risk areas and define and execute against tactical strategic corrective actions to ensure quality operations
Provides regional leadership, manages Site Operations Managers, makes decisions, solves problems, conducts meetings and represents regional sites at internal and external meetings
Provides professional perspective and direction in the development and execution of the scope of site/regional services
Assumes regional responsibility for quality of services, coordination of activities and communications
Supports the organization mission, vision, and values as well as management decisions
Interprets and ensures compliance with policies and procedures
Oversees staffing process and develops performance expectations
Manages leader and team performance; provides/oversees new employee/leader orientation; provides training; coaches, counsels, and motivates employees
Manages and ensure effective employee relations; establishes effective communication lines/methods, identify and solve employee problems; manages conflicts
Manages site/regional budget; approves expenditures; initiates and signs appropriate paperwork
Assists in scheduling and staffing; follows set labor model guidelines; ensures efficient productivity as well as providing adequate personnel to render care to patients
Ensures 100%25 compliance with the MedExpress Compliance Program and federal or state licensing requirements for site and staff