Operations Director

Catholic Health is one of Long Island’s finest health and human services agencies. Our health system has over 16,000 employees, six acute care hospitals, three nursing homes, a home health service, hospice and a network of physician practices across the island.

At Catholic Health, our primary focus is the way we treat and serve our communities. We work collaboratively to provide compassionate care and utilize evidence based practice to improve outcomes – to every patient, every time.

We are committed to caring for Long Island. Be a part of our team of healthcare heroes and discover why Catholic Health was named Long Island's Top Workplace!

The Operations Director, is responsible for establishing a clinic operating model that is both efficient and leads to high-quality patient outcomes, and provides oversight across multiple medical Practices.

This role reports to the Assistant Vice President (AVP) and collaborates with Hospital and Service Line leadership to plan and execute strategies for growth and program enhancement that align with Catholic Health’s Vision Forward strategic goals.

The Operations Director  is responsible for managing practice resources, developing and implementing an operational plan and ensuring that procedures are carried out properly at all locations. Additionally, the Operations Director is expected to regularly evaluate organizational efficiency, and make necessary changes to maximize physician and staff productivity at local practices in their assigned medical practices.

The Operation Director is a strong communicator who builds relationships quickly and is passionate about working in a fast-paced, results-driven organization. Demonstrates a track record of working hands-on in a physician practice environment and building strong cohesive teams with a patient first and operational sustainability mentality. The Operation Director will work on-sight and be visible in the assigned Practices with travel expected to the various medical offices. The ability to manage multiple priorities in a time sensitive environment is a key responsibility.

Multi-Center Operational Rigor with a focus on patient experience and engagement

• Challenge the status quo by developing and championing new ideas that add value to the organization; specifically and continuously assessing and improving practice operations and systems, with particular focus on enhancing the patient experience.
• Ensure the delivery of an exceptional patient, physician and staff experience
• Review patient satisfaction, physician experience and employee engagement survey results and respond to complaints/concerns.
• Gather appropriate teammate and patient information to inform development of best-in-class customer service experience by and across all cohorts (Service and Clinical teams)
• Focus on schedule management, patient responsiveness, and clinical outcomes
• Best practice sharing and coordination across centers and markets
• Develop process improvement and action plans in response to systemic issues

Implementation of Clinic Operation Programming and Improvements

• Launch new initiatives, that will enhance daily operations
• Conduit to the clinical operations teams to provide feedback on new initiatives
• Partner with regional leadership to identify workflow impact across service, outreach, clinical teams
• Serve as the Subject Matter Expert in all things operational for corporate initiatives
• Leverage best practices when it comes to clinical implementation and project management
• Problem solve with Medical Group leadership on sustainable solution creation

Development and Management of Practice Operation Leaders

• Supervise, lead and develop Operational Managers to oversee day-to-day operations of the Medical Group's employed physician practices

• Instill collaborative culture between operational leaders in the region
• Conduct independent operational reviews on performance, quality, and other Key Performance Indicators to ensure elements are being met
• Support Managers in team development and build a regional cohort culture  for consistency across centers
• Personify and cultivate Catholic Health Physician Partner’s mission to rebuild our healthcare brand as it should be within the Region
• Collaborate with AVP to conduct monthly service line meetings by region to address any clinical operation performance factors serving as barriers to the achievement of stated service line objects
• Escalate issues that are not resolved in a timely manner to the AVP of practice management.
• Meet weekly with office/practice managers to identify, track and resolve operational issues in a timely manner
• Meet monthly with practice physicians to share information as needed, obtain feedback on practice operations, and follow up on concerns raised via the escalation protocol.

Support Operational and Strategic Vison Forward Principles

• Assist with due diligence for the Medical Group’s employed physician network  acquisitions, coordinate findings with the Medical Group, identify operational requirements and opportunities to incorporate post acquisition
• Oversee daily operations and critical business functions for physician office visits, rehabilitation visits, radiology exams, and procedures. Ensure new programs are optimally integrated into the site(s)
• Work closely with AVP to implement measures to improve care delivery at the sites. Participate in discussions/decisions around care delivery services offered (e.g., imaging, PT, infusions, etc.)
• Responsible for managing the physician schedules for increased efficiency and to maximize session utilization.
• Oversee the coordination of operational start-up and on-boarding for new practices within Catholic Health Physician Partners
• Monitor all physician employment agreements for physicians and any contract provisions, updates, and revisions to be executed as intended
• In support of service line development plans, ensure each practice has the facilities and equipment required in order to achieve stated service, quality and patient satisfaction targets
• Communicate any operational opportunities to the Medical Group and hospital senior leadership teams
• Oversee and direct administrative activities to maintain accurate and comprehensive files for: patient records; current operational policies and procedures; internal and external reports and correspondence; governmental and regulatory standards
• Provide recommendations for operational changes and ensure implementation and adherence
• Identify and recommend a course of action for approval to the Medical Group and Hospital leadership on organizational and/or operational problems requiring intervention or resolution
• Manage the execution of the Medical Group marketing and branding programs in collaboration with the Physician Engagement team
• Oversee daily operations and critical business functions for physician office visits, rehabilitation visits, radiology exams, and procedures. Ensure new programs are optimally integrated into the site(s)
• Work closely with Medical Director to implement measures to improve care delivery at the site. Participate in discussions/decisions around care delivery services offered (e.g., imaging, PT, sports performance, etc.)

Proactive Financial and Revenue Cycle Management

• Lead the preparation and adherence of the annual operational, staffing and capital budgets for practices in the assigned region
• Accountable for operational/financial metrics and overall business results of the practice
• Monitor the front end revenue cycle performance for the assigned practices including but not limited to front end denial trends, coding trends, open encounters, and copay collection rates.
• Responsible for the development and implementation of corrective action plans for denial mitigation.
• Assist with financial monitoring and ensure effective communication with senior leadership, the Medical Group, and physician practices
• Identify problems impacting financial performance, opportunities for revenue enhancement, and implement solutions by collaborating with the Revenue Cycle and Information Technology leadership. 

Site Development and Facilities Management to support Market Growth

• Ensure facility is able to support day to day operations required (e.g. coordinating service contracts, repairs/maintenance calls)
• Participate in Cultivating business development strategies and tactics, targeting community organizations, physician practices and corporations to identify ways that Catholic Health Physician Partners can increase market share in the regions
• In partnership with the Community & Physician Engagement team, identify and develop relationships with potential new referral sources

Regulatory and Compliance oversight to Manage, Protect and Support Catholic Health

• Implement and monitor compliance with CHS policies, procedures, and process, as it relates to Quality, Safety, Environment of Care, and Corporate Compliance, and Privacy
• Ensure appropriate accreditation and re-accreditation certifications are in place and facilities are in compliance with accreditation standards
• Responsible for ensuring all Practices complete required Compliance and HIPAA training in a timely manner
• Ensure Practices report suspected privacy breaches and compliance issues in a timely manner

Strong Technical Ability and Electronic Medical Record Aptitude

• Strong working knowledge of EMR platforms
• Collaborate with the CHS IT Team to ensure issue resolution and identify optimization opportunity
• Responsible for the effective roll out of new EPIC workflows and upgrades, while socializing Digital Front Door Initiatives
• Ensure that the Medical Group practices are positioned to optimize the performance of the EMR and PM strategies with goals to improve quality, clinical outcomes, and productivity
• Overall accountability to ensure Physician and staff are trained on EPIC and workflows are managed to reduce inefficiencies in the medical practices

Coordination and Collaboration with HR for Employee Relations, Training and Discipline

• Ensure appropriate industry standard staffing levels are maintained in assigned physician practices
• Identify recruitment strategies in collaboration with Human Resources and lead the interview and selection process for Operational Managers
• Responsible for effective new hire integration and orientation
• Measure and Evaluate direct report performance by conducting introductory and annual performance evaluations
• Oversee and participate where necessary in the drafting and delivery of corrective action and performance improvement plans

POSITION REQUIREMENTS AND QUALIFICATIONS:

Education:

• Bachelor’s degree from an accredited university or college preferably in Health Management or Business Administration
• Master’s Degree in Healthcare Administration preferred

Skills:

• Experience in multi-practice management
• Proven verbal, quantitative, financial and interpersonal skills.  In-depth and up-to-date knowledge of medical practice administration
• Ability to train professionals in the identification, valuation and realization of revenue opportunities within physician practices
• Extensive knowledge of governmental and third party payer healthcare reimbursement guidelines, excellent interpersonal, oral and written communication skills. Strong organizational and project management skills

Experience:       

Minimum of five (5) years of experience managing physician practices and ten (10) years of experience in healthcare management.

This range serves as a good faith estimate and actual pay will encompass a number of factors, including a candidate’s qualifications, skills, competencies and experience. The salary range or rate listed does not include any bonuses/incentive, or other forms of compensation that may be applicable to this job and it does not include the value of benefits.

At Catholic Health, we believe in a people-first approach. In addition to the estimated base pay provided, Catholic Health offers generous benefits packages, generous tuition assistance, a defined benefit pension plan, and a culture that supports professional and educational growth.