SUMMARY OF JOB DUTIES:
The Director, Market Operations will lead the execution of business development, business operations and clinic operational functions across their market while driving initiatives consistent with the overall mission, values, goals and objectives of Complete Health.
This individual will work closely with central services leadership to establish and achieve related budget, service, outcomes and VBC goals. It will collaborate with market and national physician leadership to ensure the "quadruple aim" vision and values of Complete Health are institutionalized. It will also collaborate with other Complete Health Market Directors and central services functional leadership to implement consistent "best practices" across the enterprise.
- Full market P&L responsibility including top line growth, clinic level EBITDA, and risk contract MLR
- Collaborate with market and national physician leadership to ensure the "quadruple aim", vision and values of Complete Health are institutionalized.
- Collaborate with other Complete Health Market Directors and central services functional leadership to establish and implement consistent "best practices", when appropriate, across the enterprise.
ESSENTIAL JOB FUNCTIONS:
Daily Operations
- Seamless relationship and aligned strategy with the Integration Director and staff to sign off on new acquisitions as fully operational on agreed upon timelines.
- Advance the mission/vision of Complete Health to put patients first, provide unprecedented access to care and service and provide the highest quality of care and effective utilization of the healthcare dollar through culture building communications, evaluation and implementation of effective workflows and best practices.
- Engage market staff to create a market vision/mission that is aligned with the overall corporate direction.
- Maximize patient satisfaction, leverage MSR and all staff relationships with patients, capture satisfaction scores and seek and implement ongoing strategies to be the market leader in patient satisfaction.
- Develop and maintain an in depth understanding of the market, to include competition, market dynamics with hospital systems, payors, employment trends etc., and purposefully stay abreast of changing trends.
- Create strong relationships with market providers, market practice managers and leads, value-based care staff, marketing and support staff and corporate support staff to create a trusting group environment across multiple department locations.
- Develop human resources and lead by example to value and outwardly appreciate all market and corporate staff and encourage servant leadership by example for all management and other corporate staff that the market director interfaces with.
- Cultivate leaders, teach them how to delegate and support them to prioritize to achieve agreed upon goals.
- Invest in relationships with all providers to create loyalty and buy in to implement new strategies, policies and/or workflows, as necessary.
- Create a culture of inclusion, strong communication and identifying and sharing best practices across locations.
- Delegate tasks and special projects to appropriate staff.
- Prioritize and communicate priorities across the market to create a supportive and united environment working collectively toward agreed upon goals.
- Stewardship of fiscal and material resources, collaborative creation of budgets and ongoing monitoring of costs, revenue, profits and EBIDTA to proactively ensure the financial success of the individual departments and the collective market.
- Organize, lead and/or participate in meaningful meetings.
- Consistently seek to create greater efficiencies by gaining and maintaining a strong understanding of operational opportunities and successes.
- Use objective data to measure success and opportunities and ensure measurable and achievable goals are set and communicated across the organization.
- Assess policies, procedures and all processes for efficiency and effectiveness, implement improvements as needed and share best practices.
- Integrate ancillary services, to include Research, across all market locations as appropriate based on market need, physical plant, and other market conditions.
- Educate physicians, APP's, and staff relative to best practices for Value Based Care and work collaboratively with Value Based Care Director and staff to leverage their expertise and achieve/exceed targeted medical loss ratio's.
- Integrate and maximize technology for strategic attainment of appropriate management of the healthcare dollar.
- Understand Key Performance Indicators (KPI) and use data to define/redefine strategies to exceed goals.
- Ensure that all aspects of the daily operation respect employees and patients alike and are aligned with the company culture, vision, mission, and goals.
Business Development
- Champion business development through both internal relationships and those outside the company to motivate others to be active proponents of joining Complete Health.
- Proactively communicate with potential businesses to acquire, as well as providers to hire, with a mastery understanding of compensation structure, risk and other contracting strategies, quality care, clinical practices, cultural environment, and financial impact of joining Complete Health.
- Collaborate with CDO and staff to successfully uncover leads, create excitement, develop relationships, and grow the organization with the right cultural fit of like-minded physicians.
- Meet and tour acquisition targets and leverage current physicians, APP's, and staff to engage potential acquisitions and new hires.
- Recruit, interview, and staff all physicians and APP positions to maximize productivity, patient access and quality care needs.
Integration
- Act as a liaison to introduce the Integration Director and work collaboratively to ensure appropriate onboarding begins soon after the LOI signing.
- Gain an in-depth understanding of the acquisitions culture, workflows, history, and staff skills/ability/goals and communicate to set realistic expectations for how their organization may be subject to change during integration.
- Create a trusting relationship during the integration phase of the relationship through great communication and follow up and strong collaboration with training and Integration staff.
- Actively review information gained in diligence, such as coding reviews, financial reports, etc. to seek out best practices to share market/corporate wide as well as to prepare for any remedial action or training that may be needed.
- Anticipate and plan for change and develop change management strategies.
Strategic Business
- Lead market organizational change to implement new technology that will create efficiencies and improve the patient and/or employee experience.
- Create branding across the market locations to unite each department with a similar physical plant component, to include waiting rooms, signage etc.
- Mentor market management and develop human capital to ensure qualified staff can model and foster our culture in growing and future markets.
- Seek ancillary services that can be provided in primary care in the future to facilitate patient compliance, quality care and an exceptional patient experience across the market.
- Develop a pipeline of potential new physicians and APP's by establishing relationships with residency programs, medical schools, and recruiters.
- Identify opportunities for capital improvements that can improve efficiency, risk management, revenue, margin, and cost reduction and create plans and timelines for implementation and execute on these plans.
- SWOT analysis of everyday operations, integrations, implementations to refine and develop exceptional methods for continued corporate growth.
Qualifications
MINIMUM REQUIREMENTS
- Bachelor's degree in Business, Healthcare or Public Administration, Finance, Economics or a related field OR additional experience above the minimum will be considered in lieu of the required education on a year-for-year basis preferred.
- MBA or Master's degree in Healthcare of Public Administration or a related discipline preferred.
- A minimum of 8 year's healthcare administration, budget management, finance or closely related industry work experience preferred.
- A minimum of 5 years direct management/leadership experience within a customer/client service environment preferred.
- A minimum of 5 years clinical experience (RN, Medical Assistant, etc) strongly preferred
- Experience managing a diverse group of functional area professionals strongly preferred.
- Experience managing and overseeing a multi-million-dollar P&L highly desired.
KNOWLEDGE/SKILLS/ABILITIES:
- Demonstrated senior leadership skills
- Medical office operations knowledge
- Knowledge of Athena EMR system
WORKING ENVIRONMENT
The position requires climbing, stooping, kneeling, crouching, reaching, standing, lifting, grasping, feeling, talking, hearing, repetitive motions, and finger use. Pushing and pulling are occasionally required. Use of a computer, keyboard, and telephone along with various office machines is an essential part of the job.
DISCLAIMER
The above statements are intended to describe the general nature and level of work being performed by the Market Operations Director They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. The Market Operations Director may be required to perform duties outside of their normal responsibilities from time to time as needed or as directed by supervision.
