Director of Operations (FQHC)

SUMMARY

Reporting to the Chief Executive Officer (CEO), the Director of Operations plans, organizes, directs, and controls the activities of the Operations functions of all Betances Health Center (BHC) sites under the direct supervision of the CEO. Responsible for the performance of department functions in site management and administration, facilities, patient support services (front desk), marketing/outreach, and health information management.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Responsible and accountable for the day-to-day operations of all BHC sites.
• Responsible for promoting and complying with organization-wide policies, operationalizing key elements of the strategic plan, targets and benchmarks to achieve desired outcomes.
• Collaborate with the Chief Medical Officer (CMO), providers and clinical support teams to develop and grow BHC clinical services and programs; assess operational efficiencies and improvements for patient access, experience, and patient flow.
• Participates and assists in resolving all service-related issues including grievances and incident reporting as necessary.
• Reviews and approves “Plans of Action” for the control of planned outputs, employee efficiency, customer satisfaction and compliance with local, state, federal regulations.
• Reviews performance against established plans and standards. Provides reports to subordinates on interpretation of results and approves changes in direction of plans.
• Active member of and participates in the executive leadership team.
• Develops and recommends organization operations policies and procedures.
• Defines and recommends objectives in each area of Operations. Develops specific short-term and long-term plans and programs.
• Oversees the corporate emergency preparedness program, communication protocols and policies and procedures to ensure safety, efficiency and effectiveness of plans.
• Audits existing programs and facility operations and applies applicable criteria for evaluating programs and operational activities.
• Ensures BHC is meeting all approved practice guidelines for all regulatory agencies (HRSA, NCQA/PCMH, NYSDOH, OSHA, CMS).
• Represents BHC in the community and with various external agencies and stakeholders by participating in appropriate functions such as community advisory boards, government hearings and advocacy activities.
• Reviews and approves manpower and facilities productivity forecasts.
• Coordinates and collaborates with other departments of BHC in establishing and carrying out responsibilities.
• Reviews and approves Operations major projects involving major functional changes within the Department’s functional areas.
• Develops plans for new areas of technology along with sufficient planning for areas that support the mission of the organization within Operations.
• Provides pivotal role in the management of capital projects, including project management and coordination with external construction/facilities firms to ensure efficient project execution, quality delivery, and adherence to compliance and safety standards.

Claims Management Responsibilities:

• Presents summary information of risk investigation to outside legal counsel and to the Chief Executive Officer with an opinion as to potential for litigation. Manages the documentation and computerized files of all claims.
• Maintains chain of custody on all medical records with outstanding claims, and maintains all evidence, documents, and communications on legal cases in a confidential manner. Sequesters medical records as necessary.
• Acts as the primary spokesperson for the facility to persons who have a complaint that may be considered a potentially compensable claim. Aids the Patient Advocate in analyzing patient complaints and directs inquiries to appropriate personnel.
• Acts as liaison to outside litigation counsel in the management and investigation of filed lawsuits and related litigation processes, including the Attorney General. Understands the legal components of the risk management industry.

Management Responsibilities:

• Reviews and approves the implementation of organizational plans that support the organization’s Strategic Plan.
• Establishes objectives and procedures governing the performance of assigned activities. Issues specific measurable objectives to immediate subordinates and reviews objectives of the Operations management.
• Selects and maintains qualified personnel in all positions reporting directly and recommends compensation for them.
• Directs, monitors, and appraises the performance of units immediately reporting and provides the necessary coordination between activities.
• Identifies training needs, initiates development of subordinates, and recommends effective personnel action.
• Maintains appropriate communications within area of responsibility.
• Keeps employees informed as to company/department plans and progress.
• Coordinates activities of assigned units with those of other company units. Seeks mutual agreement on problems involving coordination.
• Consults with all segments of management responsible for policy or action. Ensures compliance within area of responsibility. Makes recommendations for improving effectiveness of policies and procedures.
• Responsible for overview of administrative pieces of FTCA/risk management-related activities.
• Serve as the designated individual on all legal claims for the organization, including but not limited to: the management and processing of claims-related activities; and serves as the claims point of contact and liaison for legal counsel, including the Attorney General.
• Performs statistical and data analyses, create reports and presentations on performance, service utilization and consumer outcomes to monitor trends to support the continuous improvement of organizational capacities.
• On-site presence and travel to BHC site(s) required for performance of all work duties.

Additional Responsibilities:

• Assumes other activities and responsibilities from time to time as directed.
• Provides orientation and on-the-job training for subordinates and ensures that the authority and responsibility for each position are defined and understood.
• Ensures that duties, responsibilities, and authority and accountability of all direct subordinates are defined and understood.

REQUIRED KNOWLEDGE, EDUCATION, SKILLS, AND ABILITIES:

• B.A., Masters in Public Health or equivalent
• Minimum 5-10 years of experience in operations and management
• Knowledge of federal/HRSA, NYS Department of Health regulations and familiarity with Federally Qualified Health Centers (FQHCs) required.
• Sound administrative skills, well-developed management skills-principles and people.
• Proven ability to recruit, train, and motivate personnel in order to balance staffing strength with profitability and growth.