Director of Operations - Adult Emergency Services AES

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Mission Statement

Michigan Medicine improves the health of patients, populations and communities through excellence in education, patient care, community service, research and technology development, and through leadership activities in Michigan, nationally and internationally. Our mission is guided by our Strategic Principles and has three critical components; patient care, education and research that together enhance our contribution to society.

Job Summary

To plan, direct, manage, and evaluate the administrative and clerical activities of Adult Emergency Services (AES) including Emergency Critical Care Center (EC3) at University Hospital, providing senior clinical operations administrative oversight with general authority to approve business transactions and develop administrative, financial, and operational policies and procedures in collaboration with the AES MPlan partners. Management responsibilities include the authority to hire, fire, or promote assigned employees or make recommendations that are given particular weight. Under FLSA, this is an exempt job classification.

This role reports to the Associate Chief Operating Officer and into the Adult Hospitals Medical Triad.

The role will manage professional/administrative, office, and clerical staff in the AES. It also has direct supervision of the Emergency Medicine Consult Referral Service, Emergency Services Facilities Manager, Business Intelligence; and Clerical Services leadership team in partnership with the Children Emergency Services (CES) Administrative Director.

Responsibilities*

• Plan and direct the development of budgets and management of fiscal resources for all components of the Hospital's operating budgets for AES. Establish controls to maintain spending within guidelines and manage the preparation of administrative and financial reports.
• Collaborate with AES MPlan partners to develop, implement, and evaluate cost-effective capacity and patient flow initiatives related to AES operations utilizing lean management tools and processes.
• Monitor and collaborate with AES MPlan partners to evaluate operations to develop and implement changes in activities that affect the cost and quality of patient care.
• Develop and monitor procedures for generating and tracking facility/technical charges in collaboration with designated Revenue Cycle Team.
• Coordinate the development, implementation, and optimization of Clinical Information Systems (MiChart) and associated reporting functions in collaboration with AES MPlan partners, internal stakeholders (Emergency Department, Service Chief, etc.) Associate CMIO, and Health Information Technology Services (HITS). Serve as data steward to the Emergency Department.
• In partnership with the AES MPlan leaders and hospital leaders, resolve operational concerns utilizing an interest-based problem-solving approach.
• Consult with and advise the associate chief operating officer on operational issues related to Adult Emergency Services on behalf of the AES triad.
• Collaborate with AES MPlan leaders to review and advocate for the appropriate allocation of personnel and material resources including the determination of staffing requirements in clinical, administrative and support areas to ensure effective allocation and utilization of human, material and capital resources.
• Recruit, hire, counsel, and provide professional development for administrative and clerical staff. Develop a climate of engagement for staff that is motivating, nurturing and developmental, helping them determine appropriate priorities.
• Review performance of direct reports, recognizing excellence, communicating needed improvement; manage a team of managers. Provide leadership to the AES administrative/clerical staff, including mentorship and professional development encouraging equity, inclusion, and diversity.
• In partnership with AES MPlan leaders, foster a climate of service excellence in which faculty and staff are engaged in creating the ideal patient, staff/faculty, student and customer experiences. Engage patients and families in their health care; students in their learning; and staff/faculty in their performance and development.
• Initiate, develop, and monitor capital equipment acquisitions and allocations, facilities renovations, space allocations and the development of capital fund requests.
• Partner with AES MPlan partners and key stakeholders to develop, implement and direct AES' strategic goals, including planning and policy development, business plans, and space planning.
• Partner with Division of Public Safety and Security to assess and ensure an environment of care that supports patient and staff safety across all AES and treatment areas. Engage frontline ED and Security staff and leadership in the ongoing evaluation of policy and procedures, event review and incident debrief including action plans to address findings. Serve as administrative lead for ED/DPSS Safety Committee.
• Represent Michigan Medicine administration to members of the community in the promotion of public relations for Michigan Medicine and AES.
• Represent Michigan Medicine on committees and other activities ensuring collaboration and liaison with appropriate Hospital wide groups.
• Participate in program planning and policy development for Michigan Medicine.
• Communicate Michigan Medicine and AES policies, objectives, and operating principles to administrative staff, and as required to external agencies and groups.
• Partner with AES MPlan partners to ensure department compliance with accreditation, regulatory and licensing standards.
• Communicate key performance indicators and information to leadership and key constituents.
• Model Michigan Medicine institutional values. Build collaborative relationships and promote a culture of teamwork, service, and excellence.
• Serve as either Admin-on-Call (AOC) or Incident Commander on Call (ICOC) for Michigan Medicine Incident Management System. Provide Health System wide administrative on-call at regular intervals during the year. Provide leadership for specific IMS initiatives (Mass Casualty Planning, HAZMAT). Serve as administrative lead for Adult Emergency Services/EC3 Preparedness planning.
• Serve as member of HEMS Board of Trustees, responsible for oversight and support for EMS services across SE Michigan.
• Collaborate with AES MPlan partners and work in close collaboration with the Chief Department Administrator, colleagues of the Emergency Department and Children Emergency Services (CES).

Required Qualifications*

• Master's degree in hospital administration, public health, or business administration; or an equivalent combination of related education and experience.
• 5 or more years of progressively responsible experience in a health services delivery system and/or practice management.
• Previous supervisory experience
• Proficiency in basic computer systems and skills (Office 360, etc.)
• Demonstrated leadership and change management experience.
• Demonstrated ability to problem solve, address staffing needs, and meet operational needs.
• Ability to create accountability within the department and bridging intradepartmental and institutional priorities.
• Working knowledge of Lean Management tools.
• Excellent verbal and written communication skills.
• Ability to foster and maintain positive and productive working relationships throughout the organization.
• Considerable knowledge of the legal, regulatory and accreditation standards in a health care environment.
• Demonstrated financial experience or knowledge.
• Ability to interpret data for problem review, assessment, and resolution.
• Demonstrated ability to collaborate at all levels within the organization to achieve departmental and institutional goals.

Desired Qualifications*

• Emergency services management experience is preferred.
• Patient care/clinical experience
• Project management experience.
• Proficiency and understanding of Epic.
• Experience in the application of High Reliability Organization tools and principles.

Why Join Michigan Medicine?

Michigan Medicine is one of the largest health care complexes in the world and has been the site of many groundbreaking medical and technological advancements since the opening of the U-M Medical School in 1850. Michigan Medicine is comprised of over 30,000 employees and our vision is to attract, inspire, and develop outstanding people in medicine, sciences, and healthcare to become one of the world's most distinguished academic health systems. In some way, great or small, every person here helps to advance this world-class institution. Work at Michigan Medicine and become a victor for the greater good.

What Benefits Can You Look Forward to?

• Comprehensive benefits plan options, with excellent medical, dental and vision coverage effective on your very first day
• Generous 2-to-1 Employer Match on retirement savings and immediate vesting
• Paid Time Off
• Tuition Reimbursement
• Health Savings Accounts / Flexible Spending Accounts
• Health and Wellness incentives
• Work-Life Programs - to strengthen a workplace culture that supports personal and family life, including child care, elder care, lactation resources, and flexible work arrangements
• Free access to LinkedIn Learning which offers more than 20,000 high quality, on-demand courses available at any time

More Reasons to ?GO BLUE!?

• Rated among Top 25 Universities in the World by Times Higher Education for 2026
• University of Michigan Health named one of the World?s Best Hospitals in 2026, and #12 in the United States, by Newsweek and Statista
• Michigan Medicine rated #15 Best Employer for New Grads 2026 by Forbes
• University of Michigan was recognized in Crain?s 2025 Best Places to Work in Southeast Michigan
• University of Michigan was recognized as one of America?s Best Employers For Company Culture 2025 by Forbes
• U-M Health named to the nation's Honor Roll of Best Hospitals by U.S. News & World Report, #1 hospital in Michigan, ranked among the nation's best in 11 different specialties for 2025
• Michigan Medicine C.S. Mott Children?s was recognized as one of America?s Best Children?s Hospitals 2025 by Newsweek and Statista
• University of Michigan Health-Michigan Medicine earned Top 25 Environmental Excellence award from Practice Greenhealth for 2025 & 2026
• University of Michigan rated #3 U.S. Public University for 2025 by U.S. News & World Report
• Michigan Medicine named one of the Best and Brightest Companies to Work For in metropolitan Detroit in 2024 by the National Association for Business Resources
• Nationally Recognized for work/life effectiveness by WorldatWork

Modes of Work

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.

Background Screening

Michigan Medicine conducts background screening and pre-employment drug testing on job candidates upon acceptance of a contingent job offer and may use a third party administrator to conduct background screenings. Background screenings are performed in compliance with the Fair Credit Report Act. Pre-employment drug testing applies to all selected candidates, including new or additional faculty and staff appointments, as well as transfers from other U-M campuses.

Application Deadline

Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled any time after the minimum posting period has ended.

U-M EEO Statement

The University of Michigan is an Equal Opportunity Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants, including protected veterans and individuals with disabilities.