Chief Operating and Quality Officer

JOB SUMMARY:

Oversees, coordinates, and integrates delivery of both clinical and administrative operations, population health, and quality services for all centers to ensure ongoing success. Direct oversight responsibility for call center, center operations including center directors, clinical services including medical assistants and nursing, credentialing, compliance, quality and risk management, lab and diagnostic services, medical record information, patient eligibility, population health, and referral coordination. Manages strategic projects with the goal of delivering every project on time, within budget, and within scope. Designs, implements, and manages the leadership and direction in planning, directing, and coordinating center operations and clinical practice standardization. This individual will establish and maintain effective professional relationships with clinicians, physicians, staff, patients, referral sources and the public, assist with formulating and implementing policies and procedures, and participate in the organization’s strategic planning and business development activities. Works in conjunction with the leaders and staff to improve the efficiency and effectiveness of operations and the overall quality of patient care.

MAJOR DUTIES AND RESPONSIBILITIES:

Performance Management

•    Leads and directs center operations’ managers/directors who oversee day to day operations.

•    Provide leadership and mentoring to management staff in establishing/implementing departmental objectives related to staffing, policies, procedures, and overall productivity.

•    Responsible for education of staff relative to regulatory and organizational requirements.

•    Works closely with the Chief Medical Officer, Chief Information and Technology Officer and Chief Pharmacy and Strategy Officer for operational efficiencies.

Patient Focus

•    Responsible for the highest quality patient services delivered by respective sites with obtainable resources, while ensuring a cost-effective operation.

•    Ensures quality patient care services for optimal patient experiences.

Planning and Organizing

•    Collaborates with leaders and staff to manage incoming and outgoing referral processes, patient access, and workflow and customer service.

•    Collaborates with Chief Information and Technology Officer to manage and improve manager support systems within the organization such as but not limited to phone system, patient reminder, and patient intake systems, etc.

•    Collaborates with Finance Leadership to manage and improve the organization’s overall denial rate on for billable claims and support optimal revenue cycle processes

•    Collaborates with Finance Leadership and Compliance Officer to manage and improve the financial eligibility process ensuring organizational compliance.

•    Collaborates with Facilities and Finance Leadership to manage building projects including but not limited to renovations, relocations, and expansions.

•    Support collaboration and implementation efforts with leaders and staff to develop consistency across Chase Brexton policies, procedures, and standard work.

•    Maintain knowledge of quality, patient safety issues and best practices while adhering to all regulatory and organizational requirements.

Strategic Leadership 

•    Integrate and coordinate planning efforts with all appropriate management staff.

•    Together with leaders and staff, initiates, proposes, and facilitates strategy to optimize patient care and net operating income. 

•    Monitor external environment for new programs and evaluate competitors to create opportunities. 

•    Together with leaders and staff, leads and manages startup operations for new practices and establishes consistency with current Chase Brexton policies, procedures, and standard work for new operations.

•    Manages staff efforts and assists operational management to design effective processes to develop strategies ensuring the long-range viability of the respective sites.

•    Maintain and grow relationships with community organizations; serves as a liaison and representative when appropriate for this position. 

•    Responsible for the reporting of all quality, population health, risk management and compliance activities to the Board of Directors, CEO, CMO and across the organization.

•    Development of Care Coordination Program for all nursing services.

•    Responsible for population staff and value-based programs

Communication

•    Meets regularly to collaborate with leaders and staff to address concerns as needed.

•    Establish and monitor and communicate organizational metrics that define quality care.

•    Oversee the development and implementation of performance improvement plans along with management of the outcomes.

•    Ensure the development and execution of organizational comprehensive Quality and Compliance Plans.

•    Liaison to, or member of, organizational committees as appropriate.

•    Liaison for county health departments and other regulatory agencies.

•    Provides input and guidance regarding the selection and measurement of aims to improve operation functions.

•    Works closely with IT to develop data reports. Effectively coordinates this process and provides support for related operation projects, including directing process improvement teams.

Resources, Staff, and Budgets.

•    Works collaboratively with leaders and staff to ensure operational, quality, and financial goals are attained.

•    Works collaboratively with leaders and staff to prepare annual budgets and annual operating plans for all respective centers and departments and administers all functions within approved income and expense budgets.

•    Maintains adequate staffing levels, authorizes requests for time off, arranges for adequate operational coverage, and oversees staff work schedules.

•    Supports planning and execution of building construction or renovation.

Problem Solving and Decision Making

•    Works with medical staff to resolve issues and collaborates with the Chief Medical Officer.

•    Consistently displays professionalism in dealing with customers, staff, and clinicians.

•    Willingness to Learn.

•    Maintains professional and technical knowledge by tracking emerging trends in FQHC operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.

SKILLS AND ABILITIES:

•    Computer literate.

•    Must be Customer Service focused.

•    People Skills.

•    Collaborative.

•    Emphasizes excellence.

•    Strategy Execution in a collaborative and engaging manner.

•    Good negotiating skills and ability to perform multiple tasks and projects.

EDUCATION AND/OR EXPERIENCE:

•    Required: Nursing Licensure

•    Required: Master’s degree in business or health administration. 

•    Five to seven years of senior leadership experience and change management.

•    Familiarity with Practice Management Systems.

•    Experience in Quality Improvement and Compliance.

•    Experience working with Boards of Directors and external regulatory bodies.