Director, Operations Patient Relations & Experience at Delaware Valley Community Health – Philadelphia, Pennsylvania

POSITION PURPOSE: Under the general direction of the Vice President and Chief Operating Officer (COO), this position is responsible for the oversight of the organizational wide management operations at all health center sites in accordance with current federal, state, and local standards, guidelines, and regulations to ensure quality patient care and team engagement. In partnership with the Director of Operations Systems and Processes, this position develops and implements initiatives to ensure patient safety, maximizes operational workflows while maintaining quality care and team engagement. Duties will include oversight and coordination of internal activities, development, implementation, and administration of all operational policies and procedures. This position also directs supervision of support personnel at each clinical site. Works with leadership to develop and meet strategic goals. Serves as a central point for providers and staff regarding standard operating policies.

Health Center Oversight

• Oversees the management operations of the health center sites.
• Develops and implements initiatives to ensure patient safety and quality care.
• Implements operational workflows to maximize quality care and team engagement.
• Manages staffing patterns to maximize coverage and meet productivity goals.
• Reports monthly status of each health center.
• Evaluates and collaborates with Learning and Development Department for support staff’s continuing education needs to meet both short term training and long-term succession planning.
• Ensure compliance with current federal, state, and local standards, guidelines, and regulations to ensure quality patient care and team engagement.
• Reviews and updates all standard operating policies and procedures as needed on an ongoing basis.
• Participates in annual budget process
• Reviews projects and properly budgets for the upcoming year; establishes materials to be given and develops the plan
• Implements all new operational initiatives.
• Assists in the coordination of the opening of health centers when necessary.
• Works with external agencies on joint programs at DVCH.
• Provides written updates as needed to Vice President and Chief Operating Officer.
• Functions as operational liaison to various DVCH departments, working closely with other departmental staff to problem solve across the organization.

Patient Relations and Experience

• Identifies, analyzes patient care workflow and modifies to improve efficiencies?and break down barriers and improve patient experience scores.
• Tracks, analyzes and implements changes initiatives based on patient experience survey results.
• Promotes excellence in customer service by acting as AIDET Champion for DVCH.
• Partners with clinical management to monitors success of PCMH workflows towards meeting annual strategic goals.
• Identify areas for improvement from patient experience surveys, complaint and grievances.
• Collaborates with the Public Affairs Consultant to monitors and problem solves feedback from social media on patient experience.
• Builds positive working relations between staff.
• Responsible for follow-up on patient/employee issues tracked in our risk management incident software tool.
• Investigates and problem solves all patient/employee issues.

Staff Supervision

• Supervises the Health Center Managers.
• Leads, coaches and mentors reporting staff including overseeing staff professional development.
• Communicates all pertinent organizational information to reporting staff through regularly scheduled meetings and provides regular feedback to reporting staff.
• Ensures reporting staff have the necessary equipment to perform their job duties.
• Actively participates in administering the disciplinary process to reporting staff, as necessary.
• Actively participates in the hiring/firing process of reporting staff.
• Completes, in a timely fashion, all required performance appraisals.
• Manages reporting staffs’ time and attendance through the HR and Payroll system.
• Oversees departmental budgets.

Meetings/Committees

• Meets biweekly with Vice President and Chief Operating Officer.
• Meets with other staff and attends other meetings as assigned.
• Attends monthly Safety Committee meetings.
• Attends monthly Clinical Director meetings.
• Attends monthly Health Center Manager meetings.

Supplemental Duties

• Completes other duties as assigned by the Vice President and Chief Operating Officer.

Nothing in this job description restricts the management’s right to assign or reassign duties and responsibilities on this job at any time.

Delaware Valley Community Health, Inc. is an Equal Opportunity Employer

QUALIFICATIONS, EDUCATION, AND KNOWLEDGE: An undergraduate degree in Health Administration or related field is required. A graduate degree in Public Health or Health Administration is preferred. Minimum five years health care management experience required; experience in community health/ambulatory care setting preferred. Prior leadership experience required. Demonstrated excellent interpersonal and verbal and written communication skills. Demonstrated exceptional relationship building skills.

PHYSICAL DEMANDS: Work is primarily sedentary in nature. Substantial time may be spent using a PC. Local travel between health centers is required.

WORK ENVIRONMENT: Work is primarily performed in an office setting. There is minimal exposure to infectious disease and blood borne pathogens.