Dir, Program Operations & Systems

Reporting to the Senior Director, Disability Evaluation Services, the Director, Program Operations & Systems will be responsible for program management, oversight and systems support to the Senior Director. This position will oversee all system and operational functions for their respective Business Unit. Demands extensive collaboration with both leadership, external/internal clients and providers of database services.

• Lead the assessment, planning, implementation, daily management, and strategic planning of programmatic operations, and programmatic operational services.
• Provides reinforcement to the Senior Director in service delivery and integration for assigned unit and/or programs.
• Assess current business operating systems and service levels, processes, and workflows; initiate change as needed to ensure the department functions as a solution-oriented and valued resource.
• Manages and provides overall direction to operation and data analytics teams, which may consist of administrative associate directors, managers and supervisors for the development of project statements, work plans, report analyses, and contract deliverables.
• Participate in contract activities across all programs, including facilitating execution of Inter-agency Service Agreements (ISAs), vendor and sub-contractor contracts, and contracts for services sold.
• If applicable, manages database vendor management contracts, providing oversight to ensure Service Level Agreements are met.
• Work closely with the Director of Finance, providing support and direction for ISA budget development, invoicing, and expense reporting.
• Participate in business growth as deemed appropriate and support the development and implementation of strategic initiatives. Recommend and implement strategies that may positively impact organizational performance.
• Lead and manage major corporate planning projects and assist in implementing strategic goals and objectives, working closely, continuously, and according to the parameters and timelines discussed and agreed on with Leadership Team.
• Oversee human resources and personnel processes. Partner with human resources to develop and implement position-specific, and as needed, site-specific recruitment, and retention strategies for effective staffing to minimize vacancies and turnover.
• Work with Senior Directors of assigned business unit to establish and maintain strong relationships with clients and customers, as needed.
• Oversee all business standards and operational staffing needs for assigned areas. Assess current business operations and service levels, processes, and workflows; initiate changes as needed to ensure the business unit functions as solution-oriented and valued resources.
• Identify, assess and focus solutions to address client needs and departmental challenges.
• Work with shared infrastructure divisions within UMass Chan Medical School (UMass Chan) to ensure they are involved in supporting programs and do so consistently with the overall goals and objectives of UMass Chan/ForHealth Consulting.
• Lead, manage and develop staff in the shared operations department, including all central administrative functions. Assist with the management and development of other staff as appropriate.
• Develop and maintain strong relations with peers, key ForHealth Consulting business leaders, and other key clients/constituencies as appropriate to ensure efficient operations.
• Identify critical program management issues, respond to new business opportunities, and expand operations in a fiscally responsible manner to meet client needs.
• Directs and ensures the accurate and timely completion of comprehensive management ad hoc and enrollment reporting for contractual and internal use.
• In collaboration with the Leadership Team, work to ensure compliance with the contract staffing matrices; develop criteria governing the development of professional staffing patterns; provide supportive data for justification of variances to the matrix staffing plan.
• Establish and implement departmental programmatic policies and procedures, conferring with senior leadership, clients, and staff members as necessary.
• Oversee program contract compliance measures and systems, specifically as they related to Interagency Service Agreement (ISA) or other executed contract deliverables.
• Develop and maintain relationships with key external partners, grantors and vendors.
• Oversee data management activities including departmental metrics and reporting for the purpose of monitoring productivity and goal achievement and to determine areas needing program improvement.
• Provide leadership and management for data security and privacy issues, including HIPAA, and working collaboratively with Office of Compliance and Review and/or Program/Unit Compliance Liaisons to ensure compliance with enterprise standards.

REQUIRED EDUCATION
Bachelor's Level Degree or equivalent in Business, health, or science administration, planning or equivalent experience.

REQUIRED WORK EXPERIENCE
7-9 years of experience in health care administration or a related field, with a broad understanding of and experience in the changing and interrelated functions of health care delivery, education or research.
3 years of previous management or supervisory experience.
Strong business acumen and familiarity with operational best practices. REQUIRED WORK EXPERIENCE
Proven administrative and management ability in a complex environment preferably healthcare or other related service industry.
Demonstrated performance in strategic and financial planning and analysis
Demonstrated ability to perform within budgetary constraints delivering a consistently break-even or profitable bottom line.
Experience with the development and maintenance of accountable infrastructure systems including information technology and personnel.
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 levels of an organization in the pursuit of common objectives.
Ability to travel to off-site locations.

PREFERRED EDUCATION
Master's Level Degree or equivalent in Business, Health, or Science Administration, planning or equivalent experience.

PREFERRED WORK EXPERIENCE
8-10 years Healthcare operations experience and working knowledge of long-term services and supports, and Medicaid operations strongly preferred.
Experience working in a clinically staffed environment (Nurses/Physicians) also desirable.