Directs and manages clinical program operations, budgets, patient access and satisfaction of physicians and staff at the imaging, diagnostic testing, urgent care center. Responsible for standardizing the workflow, assess current practice and daily operations while identifying areas for improvement by working with the Executive team and the Board of Directors. Develops and maintains referral sources including FQHCs, physician practices, and area hospitals. Works with the clinical programs to develop and implement plans to expand services and market share, enhance quality, improve clinical and technical operations, and increase patient/staff/physician satisfaction. Monitors financial performance to meet/exceed budgeted targets. Monitors clinical productivity to meet targets. This position reports to the EVP Trinity Health and to the Mercy Care Center Board of Directors
Knows, understands, incorporates, and demonstrates the mission, vision, and values of the Ministry in leadership behaviors, practices, and decisions
Develops and monitors the annual budget and productivity for the practice including projections of physician and ancillary visits. Insures practice achieves budget performance and strives to meet the budgeted margin for the Center (revenue/visit; net income/visit). Identifies/reviews charge master regularly to ensure they are accurate and cover the cost of operations especially for new programs/services; clears system edits for coding flags as needed.
Develops and revises contingency plans monthly to insure access for patients and visit volume targets are met. Reviews operations reports (missing charges, late charges, open encounters, denials, etc.) to identify trends or issues and follows through to address these issues. Ensures staffing skill mix to volumes and manages overtime per organizational benchmarking. Meets organizational goals for collections (copay balances etc.).
Works with outside contractor for maintenance of contracts and equipment. Oversees appropriate Capital Requests for Clinical Program Assesses and revises, as necessary, an appropriate staffing/skill mix for the practice.
Oversees and assesses and adjusts exam room assignments to physicians to maximize efficiency and productivity. Develops, revises and reviews all necessary operational policies and procedures. Continually reviews and adjusts operations in order to maximize efficiency and improve practice work flows. Regularly assesses access and efficiency of triage operations and adjusts processes accordingly. Reviews electronic health record processes for opportunities for improvement among physicians and staff and secures necessary assistance (training, optimization, billing, coding, etc.) to address issues. Routinely monitors wait times (i.e., access for appointments and waiting in office) and develop plans to address issues with Medical Directors, site leadership and staff.
Participates and assures compliance with all regulatory agencies (i.e., Joint Commission; Illinois Department of Public Health, etc.). Develops a QI plan for the Center and reports on the components at least quarterly. Critically analyzes QI data and formulates action plan as needed each quarter. Completes all QI audits and insures that these are turned in on time.
Utilizes appropriate benchmarks to assess performance and stimulate change. Ensures staff knowledge and participation in quality improvement activities. Reviews patient satisfaction data regularly and addresses a minimum of two areas per fiscal year for targeted and significant improvement. Ensures that the service expectations of all customers are met.
Develop agendas and material for the Mercy Care Center board meetings, provides regular updates to the board and is responsible and accountable to the board and Trinity Health senior executive.
Responsible for hiring and HR management of clinical program staff. Encourages and supports professional growth and/or staff activities that directly relate to the developmental needs for the Center and staff. Serves as a role model, mentor and professional colleague for other members of the management team by lending support and sharing best practices. Cultivates an environment where physicians and support staff work together as a team to improve practice operations. Reviews turnover statistics and regularly solicits feedback from staff on satisfaction with job and addresses issues to maximize staff engagement. Develops action plans to address priority issues in employee engagement surveys.
Implements program development as determined by strategy/clinical program. Coordinates the implementation and integration of new programs and physicians in the practice. Plans and participates in activities in the community as appropriate. Suggests opportunities for expansion based on patient population needs, physician referral or community access.
Ensures Center meets regulatory and infection control standards. Works with appropriate department or supplier of services when services to facility are interrupted. Ensures safety policies and procedures are followed by all personnel at the facility. Participates in monthly budget reviews with leadership and finance representatives to identify budget variances; and prepares related reports for senior management review.
Other duties as assigned.
Maintains a working knowledge of applicable Federal, State, and local laws and regulations, Trinity Health Corporate Integrity Program, Code of Ethics, as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical, and professional behavior.
Bachelor’s degree in Business Administration, Healthcare Administration, Nursing or related field or an equivalent combination of education and experience. Master’s degree preferred.
Minimum of seven (7) to ten (10) year's previous related experience.
Three (3) to five (5) years managerial experience.
Must possess demonstrated knowledge of process improvement techniques and their application as well as the ability to lead implementation and process improvement projects. Six Sigma Green or Black Belt preferred.
Ability to manage multiple projects simultaneously.
Demonstrated ability to interpret federal and state regulations, and accreditation standards; ability to recommend, design and implement procedures for compliance with regulations and standards.
Experience in operating expense budgeting.
Excellent interpersonal skills with ability to build collaborative working relationships.
Must possess excellent written and oral communication, negotiation and presentation skills. Ability to understand, translate and present technical information to clinical and operations staff.
Ability to facilitate communication between diverse groups and interests, to effectively identify, assess and advance improvements and resolutions, and to provide advisory, consultative and authoritative recommendations to all levels of the organization.
Must possess strong organizational and analytical skills in order to detect and resolve problems. Ability to address complex problems with multi-level impacts using sound judgment, in-depth analysis and expertise to resolve issues. Demonstrated ability to manage multiple priorities.
Ability to attract, develop, deploy and retain a high performing staff, capable of working as a team and of evolving with the organization’s vision and with cutting?edge technologies.
Proficiency in use of Microsoft Suite, i.e., Word, Excel, Powerpoint, Outlook.
Some knowledge of Electronic Health Record and Payroll Administration software.
Knowledge of project management techniques and methodology preferred.
Ability to operate in an independent, self-directed manner under frequently changing structures, requirements and work priorities.
Maintains professional attitude and ability to relate well with executive management, physicians, other care providers, colleagues, and patients.
Personal presence that is characterized by a sense of honesty, integrity, and caring as well as the ability to inspire and to motivate others to promote the philosophy, mission, vision, goals, and values of the Ministry.
PHYSICAL AND MENTAL REQUIREMENTS AND WORKING CONDITIONS
Must be able to set and organize own work priorities, and adapt to them as they change frequently. Must be able to work concurrently on a variety of tasks/projects in an environment that may be stressful with individuals having diverse personalities and work styles.
Ability to work in a fast-paced, multi-customer environment, with conflicting needs. May warrant varied and/or extended hours, with changes in workload and priorities to keep pace with the industry and advanced strategic priorities.
Operates in a typical office environment. The area is well-lit, temperature controlled and free from hazards.
Communicates frequently, in person and over the phone, with people in all locations on product support issues. Hearing is needed for extensive telephone and in person communication.
Manual dexterity is needed in order to operate a computer keyboard.
Frequent physical demands include walking, talking, hearing and seeing occasional physical demands include sitting.
Must possess the ability to comply with Trinity Health policies and procedures.
Must be able to spend majority of work time utilizing a computer, monitor and keyboard.
Internal Number: 00231383
About Trinity Health
Trinity Health is one of the largest multi-institutional Catholic health care delivery systems in the nation, serving diverse communities that include more than 30 million people across 22 states. Trinity Health includes 92 hospitals, as well as 106 continuing care locations that include PACE programs, senior living facilities, and home care and hospice services. Its continuing care programs provide nearly 2 million visits annually .Based in Livonia, Mich., and with annual operating revenues of $19.3 billion and assets of $27 billion, the organization returns $1.2 billion to its communities annually in the form of charity care and other community benefit programs. Trinity Health employs about 125,000 colleagues, including 7,500 employed physicians and clinicians. Committed to those who are poor and underserved in its communities, Trinity Health is known for its focus on the country's aging population. As a single, unified ministry, the organization is the innovator of Senior Emergency Departments, the largest not-for-profit provider of home health care services — ranked by number of visits — in the nation, as well as the nation’s leading provider of PACE (Program of All Inclusive Care for the Elderly) based on the number of available programs.