21890 Colorado AvenueP.O. Box 737 PH 559 693 -2462 San Joaquin CA 93660 FAX 559 693 -3005 JOB DESCRIPTION POSITION DIRECTOR OF OPERATION S REPORTS TO CHIEF OPERATIONS OFFICER POSITIONS SUPERVISED HEALTH CLINIC MANAGERS CLASS REGULAR CAT FULL -TIME EXEMPT POSITION SUMMARY The Director of Operations will support manage and direct organiz ation initiatives including deliver y of the highest quality Medical Behavioral Health Dental Vision and Pharmacy services while assuring corporate mission vision and values are met. Responsible for planning coordinating directing and monitoring al l operational and financial aspects of Valley Health Teams health center sites providing effective leadership to staff and oversight of the delivery of quality cost -effective patient -centered care. Promotes high standards through development and standar dization of policies and procedures and fiscal management. C o-leads clinical areas of quality performance metrics as set forth by the organization s goals and strategic plans. Understands changes in the marketplace identifies growth opportunities and par ticipates with Senior Leadership in planning development and marketing initiatives to maintain and increase market advantage. Is the driving force in Operations for ensuring quality assurance initiatives and productivity expectations are met. Ensures comp liance with The Joint Commission and NCQA PCMH standards. Interacts with community organizations and other partners to promote the organization and its mission vision and values . Has a collaborative working relationship with Executive Leadership Team Dir ectors Managers and Supervisors of the organization. Understands the need to integrate disciplines across the organization to maximize the patient experience and create efficiencies of patientfamily centric care. DUTIES AND RESPONSIBILITIES 1. Provide ove rall direction and guidance to health center staff. Communicate organizational objectives and vision. 2. Promote drive a team approach to delivering high quality cost -effective care where patient satisfaction and improved health outcomes are met. 3. Ensure qu ality productivity patient experience and regulatory standards are met. 4. Ensure staffing is appropriate to deliver care in a manner consistent with VHTs productivity quality and patient experience goals. 5. Monitor patient satisfaction through various pro grams such as patient satisfaction surveys PCAT rounds Health plan grievance process and telephone call data . Develop strategies to identify trends and root causes of issues negatively impacting quality and patient satisfaction. Design implement and mon itor corrective action plans. 6. Based on projected patient enrollment and visits monitor impact of growth on the facilitys existing space plan propose plan and direct facility expansion and enhancementrenovation projects. 7. Assist staff with the imp lementation of departmental goals policies & procedures . 8. Responsible for maintaining appropriate staffing of health center support personnel justification of new positions and reallocation of staff to meet daily staffing requirements. 9. Ensure provider schedule and the scheduling of patients is complete and sufficient to meet productivity quality and patient experience goals of the organization. 10. Ensure provider support staff scheduling is sufficient to meet productivity quality and patient experienc e goals of the organization. 11. Ensure referrals and medical records are processed accurately and within turnaround time standards. 12. Ensure staff is w ell trained initially and continual training is provided ongoing. 13. Develop instructional training material straining modules. 14. Drive efficiencies thru continual process improvement activities including effective use of performance metrics and financial results . 15. Create and utilize reportstools to effectively monitor key operational statistics. Job Description Director of Operations Page 2 16. Monitor pat ient flow to ensure cycle times are met and patient flow is smooth from each point of care. 17. Prepare annual operational budget capital equipment lists monitor departmental activity and justify variances when necessary. 18. Assist with development of grant a pplication projects. 19. Serves as the organizations Safety Officer chairs quarterly safety committee meetings and ensure sites are safe and well maintained and meet all licensing and regulatory requirements. 20. Ensure health center sites are maintained and have a professional appearance both internally and externally. 21. Enhance health center visibility through community involvement by participating in service and professional organizations. 22. Actively participate in organizational and ad -hoc committees as ne eded. 23. Chairs monthly operations meeting. 24. Schedule staff time lunch sick and vacation leave to ensure a smooth patient experience is delivered. 25. Oversee daily submission of accurate patient encounter reconciliation reports. 26. Monitor collection and rep orting of daily cash collections to ensure expected receipts are met and reported accurately. 27. Perform staff evaluations . 28. Responsible for the developmenttraining of staff in both technical aspects of position and supervisionmanagement duties. 29. Ensur e health center supplies medications immunizations and supplies are adequately stocked at prescribed inventory level. 30. Compile and prepare statistical reports related to operational performance. 31. Work effectively with all staff members and outside sourc es in a professional manner to deliver a high level of service. 32. Contribute to team effort by assisting other departments as needed and while maintaining confidentiality of VHTs business. 33. Work cooperatively with all staff members and outside sources in a p rofessional manner to deliver a high level of service. 34. Observe and practice all VHT Patient Experience Service Standards as outlined in World Class Practices My Commitment to Care which I have read and signed. Practice CICARE when interacting with pat ients their families visitors or internal customers. 35. Practice CICARE phone etiquette during all phone interactions. 36. Always exercise courtesy whenever patients family members visitors and co -workers are present. 37. Respect privacy and dignity of our pat ients family members visitors and co -workers. 38. Maintain professionalism in the presence of patients their families visitors and co -workers. 39. Act as a role model verbally and behaviorally demonstrating skill enthusiasm positive problem solving commit ment and loyalty to the profession and the organization. 40. Follow applicable regulations Joint Commission OSHA HIPAA and CLIA. 41. Serves and protects the practice by adhering to professional standards policies and procedures federal state and local re quirements and The Joint Commission Accreditation of He althcare Organization standards. 42. Perform other related duties which may be inclusive but not listed in the job description. MINIMUM QUALIFICATIONS 1. Masters degree in Healthcare Administration or related field or bachelors degree with five or more years of health care management experience. 2. Knowledge of Federal State and local funding designated for health care services. 3. Working knowledge of FQHC The Joint Commission NCQA -PCMH and StateFede ral laws requirements governing ambulatory health services . 4. Experience with statistical process improvement techniques. 5. Exceptional leadership mediation abilities and multi -tasking skills. Strong commitment to customer service and excellence in healthca re. 6. Ability to communicate effectively orally and in writing. Job Description Director of Operations Page 3 7. Basic knowledge of statistics and graphical representation principles. Computer literate in electronic mail word processing and Microsoft Office software. 8. Must have excellent attention to det ail 9. Must have excellent investigative and problem resolution skills 10. Ability to exercise discretion and independent judgment with respect to significant matters 11. Strong project management organization and analytical skills 12. Be self -motivated and have the ab ility to prioritize work and meet deadlines 13. Strong customer services skills preferably within a service industry and maintain an effective and positive working relationship with staff and customers 14. Excellent oral and written communication skills - be abl e to provide information in a clear and concise manner good interpersonal skills 15. Ability to be flexible with work schedule and available to work at all site locations 16. Must have own transportation valid California Drivers License and current proof of aut omobile insurance coverage. 17. Demonstrated ability to provide world -class patient experience using CICARE principles and practices. Ability to be proactive and to go above and beyond the call of duty take initiative to provide a world class patient experien ce in all encounters via email phone or in person. TYPICAL WORKING CONDITIONS The office setting is a normal work environment. Occasionally work during early morning evening or weekend. May be subjected to temperature variances in the office. TYPIC AL PHYSICAL DEMANDS Requires sitting standing or walking for up to eight hours a day. Some bending stretching or reaching may be necessary. Lifting up to 40 pounds may be required on occasion. Vision must be correctable to 2020 and hearing must b e in the normal range for telephone contact. WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee may come in contact with hazardous equipment such as liquid nitrogen cleaning agents and sharps. The noise level in t he work environment is usually moderate but may become excessively loud with the increased patient flow during a busy clinic day. I the employee understand the responsibilities and standards of my position as listed above and I agree to fulfill them to the best of my ability. I understand I am an at -will employee and can be terminated at any time with or without cause. I also understand the Valley Health Team Inc. will not be responsible in any manner for terminations which are due to defunding of Fe deral or State Contracts. I also agree that the VHT Board of Directors have the right to modify the Personnel Policies which govern my employment at any time. This organization is an Equal Opportunity Employer. It is our policy to com ply with all applicable state and federal laws prohibiting discrimination in employment based on race age color sex religion national origin or other protected classification. ____ Employe es Signature Date