Director of Practice Operations (Req 101105)

GENERAL RESPONSIBILITIES:

  The Director of Practice Operations directs and administers day-to-day operations of Whitney Young medical clinic operations in all health center facilities. The incumbent has responsibility with full recognition of professional and technical expertise of direct reports managers and staff regarding clinic operations, productivity, expectations for clinic time, and efficiency to improve workload. The incumbent also works closely with the Revenue Cycle Management Department to ensure timely and accurate collection of demographic and insurance data and captures monies due at time of service. Additionally, the incumbent has implicit charge to identify the unique social and health care needs of the patient population served, based on available resources, and to maintain or implement various types of comprehensive health care options tailored to patient needs of our communities. This position supports the mission of the Health Center by ensuring access to high quality health care in an efficient and cost effective manner.

SPECIFIC RESPONSIBILITIES:

Practice Operations Management

• Ensures economical and efficient performance under guidance of the organization’s strategic goals and objectives and its clinic operating budget.
• Collaborates with executives, management, and other key stakeholders (both internal and external) to create policies and procedures that promote and support high quality health care services.
• In conjunction with the Chief Operating Officer (COO) and Chief Medical Officer (CMO) and/or designee, develops and implements strategic decisions that affect the overall clinical operations of the organization.
• Resolves escalated issues arising from operations and requiring coordination with other departments/areas.
• Focuses on clinic operations to increase efficiency of clinic resources; proactively recommends and maintains capacity in various clinic types based on utilization trends and future projections and improves productivity at all levels of clinic operations.
• Develops and implements local clinic operational policies, administrative requirements, and provides advice to executive leadership on clinic operations as a subject matter expert.
• Ensures effective use of staff and recommends changes to enhance central support services.
• Makes enlightened recommendations to executive leadership that are focused on performance improvement and increased patient access.
• Develops practice management protocols, manages daily operations, continuous quality improvement, and oversees provider utilization reporting.
• Ensures financial goals and other key performance indicators align with industry benchmarks and organizational targets.
• Acts as a mentor and coach to enable problem solving and develops highly functioning and productive teams.
• In partnership with the Director of Revenue Cycle, will assist in leading and guiding the work and priorities of the WYH Revenue Cycle Committee. 

Health Information Management

• Reviews and updates pertinent policies and procedures.
• Develops and presents training that will enhance WYH staff understanding and application of Health Information policies and procedures.
• Establishes goals and objectives for health information functions which occur at each practice location.
• Oversees the process of Release of Information (ROI), ensuring patient information is released within WYH guidelines.
• Communicates with the program staff to ensure complete and accurate medical records.
• Participates in program audits to ensure medical record integrity and completeness. 
• Ensures that Health Information functions adheres to AHIMA and HIPAA standards to protect patient information.
• Manages processes that are in place for the handling of internal and external mail.

Electronic Health Records

• Partners with the Chief Information Officer and others to provide EHR support to include training, issue resolution, and day-to-day operational assistance.
• Participates in the Athena workgroup and contributes to its success.
• Provides training for new staff on EHR subjects, as necessary.
• Supports the development and implementation of EHR process improvement initiatives.
• Collaborates with Practice Management Team to ensure that medical records information is complete for Corporate Compliance, billing and OMIG/OIG audits. 

Leadership and Human Resources

• Assists with the development of location/unit specific goals, objectives, and outcome measures.
• Provides a link between management and staff to interpret and implement organizational goals.
• Responsible for departmental personnel matters pertaining to the employment, training, termination and grievance of employees.
• Completes performance evaluations of designated staff in a timely manner.
• Ensures competencies of staff through orientation, evaluation, and on-going educational in-services.
• Takes an active role in monitoring expenses for the department.
• Monitors staff overtime and staffing patterns to ensure efficient and effective use of human resources.
• Actively works to ensure direct reports’ productivity meets or exceeds standards.
• Continually updates knowledge of patient delivery models, clinical practice and current trends in ambulatory community health care management. 
• Serves as a role model by understanding and living all WYH Policies and Procedures including but not limited to Human Resource, HIPAA, Risk Management, and Customer Service standards.

Miscellaneous

• Demonstrates excellence in both internal and external customer service.
• Understands and is able to effectively communicate HIPAA compliance, corporate compliance and client confidentiality.
• Ensures and/or remains in compliance with local, state, and federal regulation, i.e. DHHS HRSA and NYSDOH, and all accreditation standards (e.g. Joint Commission and NCQA-PCMH).
• Adheres to the National Patient Safety Goals as defined by the Joint Commission and Whitney M. Young Jr. Health Center.
• Completes other duties as assigned.

MINIMUM QUALIFICATIONS:

• Bachelors’ Degree in Health Care Administration or related field or ten (10) or more years of Practice Management experience in an ambulatory care setting. 
• Five (5) or more years of managerial or supervisory experience. 
• Demonstrates excellent verbal and written communication skills. 
• Demonstrates cultural sensitivity and competency related to populations served. 
• Advanced skills in MS Office suite and knowledge of EHR platform(s).

PREFERRED QUALIFICATIONS:

• Masters’ in Business Administration. Experience in conflict resolution. Bi-lingual (Spanish/English preferred).
• Prior experience in a community-based healthcare setting  

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected status.

Salary range: $105,000 - $120,000 annually