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Scheduled Weekly Hours:

Job Description:

Position Title:

Director, Outpatient Operations

Last Reviewed:

12/13/2021

Salary Class:

Exempt

Department:

Westfield and Friendship Rural Health Clinics, Medical Imaging, Specialty Clinic, Patient Care Associates, Employee Health, and Surgery.

Position Code:

4775

Reports To:

Administrator

POSITION SUMMARY

The Director of Outpatient Operations functions as a member of the senior management team and provides strategic leadership for organizational activities, integrating the Mission and Values of Gundersen Moundview Hospital and Clinics.  Manages the operational and administrative functions and activities of the ambulatory care clinics, Medical Imaging, Patient Care Associates, Surgery, and Employee Health. Partners and works collaboratively with the Medical Director, Administration, and Department Managers.

STRATEGIC RELEVANCE -- SUMMARY

To advance its position as an innovator and leading health care provider, Gundersen Moundview Hospital and Clinics must continue to demonstrate superior outcomes, provide seamless delivery of care, and ensure competitive cost structures. It must also stay at the cutting edge of emerging technologies and new delivery models that will transform healthcare. Gundersen Moundview Hospital and Clinics must anticipate and respond effectively to evolving market and environmental trends, (e.g., shifts in payment models, value based purchasing, transparency of outcomes and information technology) that will impact the delivery of health care services.

The Director of Outpatient Operations is responsible for understanding the impact of these forces and trends and for managing the effective response from their AOR (area-of-responsibility). The Director collaborates with others to achieve GMHC’s strategic mission and goals: 1) demonstrate superior quality and safety through the eyes of patients and caregivers; 2) demonstrate superior service through the eyes of patients and colleagues; 3) attract, develop and retain a talented and engaged workforce; 4) demonstrate affordability of care; and 5) achieve programmatic growth. The Director translates GMHC strategy into staff commitment, action, and accomplishment in their AOR.

POSITION DUTIES AND RESPONSIBILITIES

The Director of Outpatient Operations is specifically responsible for:

1.0 Organizational Strategy and Implementation - Understanding market trends and the impact on their AOR, contributing to AOR strategic and operational plans, translating these plans, and ensuring the understanding, alignment and commitment of AOR staff.
2.0 Fiscal Management - Understanding market trends and the impact on their AOR, contributing to AOR strategic and operational plans, translating these plans, and ensuring the understanding, alignment and commitment of AOR staff.
3.0 Human Resource Management - Understanding market trends and the impact on their AOR, contributing to AOR strategic and operational plans, translating these plans, and ensuring the understanding, alignment and commitment of AOR staff.

4.0 Excellence in Service and Clinical Quality - Understanding market trends and the impact on their AOR, contributing to AOR strategic and operational plans, translating these plans, and ensuring the understanding, alignment and commitment of AOR staff.

5.0 Organizational Leadership - Understanding market trends and the impact on their AOR, contributing to AOR strategic and operational plans, translating these plans, and ensuring the understanding, alignment and commitment of AOR staff.

6.0 The Director has the responsibility to formulate and execute AOR vision, objectives, and strategies consistent with the System’s mission, vision, and goals. This person determines which resources are needed and facilitates the acquisition of additional resources where indicated.

7.0 The Director has the responsibility to advocate change in AOR processes and systems to ensure optimal, cost effective health care delivery. This individual facilitates the resolution of clinical, staff, and policy issues within agreed upon organizational, financial, and regulatory limits. The Director oversees the enforcement of policy, as well as makes recommendations for changes to AOR staff and leadership. The director coaches, monitors, and documents staff performance, makes recommendations for compensation strategy and promotion, and supports the physician recruitment process for their AOR.

KEY ACCOUNTABILITIES

1.0
Organizational Strategy and Implementation
 

1.1

Collaborates with other Directors to study and understand external market financial, economic, and industry data, identifying market opportunities and threats.

1.2

Provides direction to AOR Managers and staff in the design and implementation of program goals and objectives. 

1.3

Ensures continuous improvement by evaluating and making recommendations regarding change required, considering market demands, regulatory standards, and clinical practice.

1.4

Defines and establishes clear performance standards and ensures that continuous improvement forms the basis for all activities.

1.5

Collaborates to ensure that resources are prioritized, in place, and used to achieve objectives.

1.6

Collect clinical and financial data focused on cost and quality. 

1.7

Designs and implements key process improvements and optimizes resources to eliminate variability in cost and quality. 

2.0
Fiscal Management
 

2.1

Develops and manages to meet fiscal targets.

2.2

Participates in financial forecasting and planning along with other members of the management team.

2.3

Develops and presents comprehensive analysis for financial and program recommendations.

2.4

Communicates the rationale for financial decisions, ensuring a high level of understanding among management, staff and clinicians.

2.5

Evaluates for potential cost-effective change and manages the implementation of approved changes.

2.6

Through the medical or administrative partnership, ensures management, staff and physician compliance with financial decisions.

2.7

Tracks and monitors trends as it impacts the delivery of cost-effective, quality services.

3.0
Human Resource Management
 

3.1

Provides leadership to management and staff that offers job satisfaction, performance recognition, and stimulates innovative thinking.

3.2

Ensures that management, staff and clinicians understand their roles in accomplishing objectives. Establishes expectations for performance and holds individuals responsible for achieving them. 

3.3

In collaboration with HR, ensures the efficacy of systems/processes to recruit, retain, and develop a high performance team.

3.4

Ensures staff productivity by maximizing efficiency and workflow patterns as well as monitoring and controlling turnover. 

3.5

Structures the integration of progressive change and conflict management.

3.6

Creates a workplace climate that ensures respect, teamwork, open communication, and professional recognition among a diverse workforce.

4.0
Excellence in Service and Clinical Quality
 

4.1

Develops and implements service standards to meet patient and other customer definitions of excellence.

4.2

Identifies and analyzes trends across services in customer satisfaction and patient experience, quality outcomes, and cost using data to guide change in practices.

4.3

Models and ensures that Managers and staff effectively uphold a customer service orientation to meet expectations of patients and internal and external customers.

4.4

Ensures confidentiality of patient, staff, and appropriate management data and delivers immediate and certain consequences when confidentiality is compromised.

5.0
Organizational Leadership
 

5.1

Promotes GMHC to all constituencies by interpreting and communicating GMHC mission and values and acting as a loyal and informed spokesperson.

5.2

Identifies opportunities and effectively manages collaboration with other departments and staff.

5.3

In the spirit of collaboration, promotes the visibility of Team/Division leadership throughout the organization.

5.4

Provides the vision and manages a positive learning environment within their AOR, collaborating with academic programs, while ensuring patient safety.

5.5

Identifies areas for self-development and actively seeks opportunities and resources to meet developmental objectives.

SCOPE OF THE JOB

OSHA Category

Category III - No employees in this job title have a reasonably anticipated risk of occupational exposure to blood and/or other potentially infectious materials.

POSITION QUALIFICATIONS

Education and Learning:

Required

Master’s degree in related field.

Preferred

Work Experience:

Required

3-4 years of increasingly responsible experience in a management position in healthcare is required. 

Preferred

1 year of prior experience in health care management or director position. Physician Management in an integrated health system.

Skills and Knowledge:

Required

Reasoning/Decision Making

Must have a broad range of interests including concerns for personal, organization and community environment.  Must be professional, honest and have personal integrity.
 

Communication

Must have excellent oral and written communication skills.  Must be able to plan, research and develop educational and informational materials and implement programs.
 

Leadership

Must be able to problem solve - evaluate, analyze, negotiate and recommend alternatives.  Must be able to establish priorities in accordance with organizational strategic plans and management objectives while meeting deadlines

legal and regulatory standards.
 

General - All Positions

Must provide excellent customer service to people both inside and outside the organization.  Must be able to effectively get ideas accepted and to guide a group or individual to accomplish a task.  Must have a professional attitude in regard to motivation, cooperation, flexibility, confidentiality, ethics and personal development.
 

Computer Systems/Software/Applications

Must be able to use Microsoft Office Products, Adobe and other similar applications and HRIS systems (Lawson, Workday, Kronos).
 

License and Certifications:

Required:

Registered Nurse (RN) licensed to practice in the state of Wisconsin

Current American Heart Association Healthcare Provider CPR certification

Current Certification in Advanced Cardiovascular Life Support (ACLS)

Preferred:

Leadership certification or training

American College of Healthcare Executives (ACHE) Certification

PHYSICAL REQUIREMENTS/DEMANDS OF THE POSITION

Sitting                                                                    Frequently (34-66% or 5.5 hours)

Static Standing                                                     Frequently (34-66% or 5.5 hours)

Walking/Standing                                                Frequently (34-66% or 5.5 hours)

Stooping/Bending                                                Occasionally (6-33% or 3 hours)

Kneeling/Half Kneel                                            Occasionally (6-33% or 3 hours)

Climbing Stair                                                      Occasionally (6-33% or 3 hours)

Repetitive Actions - Fine Manipulation            Frequently (34-66% or 5.5 hours)

Reaching - Shoulder Level                                Frequently (34-66% or 5.5 hours)

Reaching - Below Shoulder                               Frequently (34-66% or 5.5 hours)

Reaching - Above Shoulder                              Frequently (34-66% or 5.5 hours)

Number of Pounds 0-25                                     Rarely (1-5% or 1 hour)

ENVIRONMENTAL CONDITIONS

Subject to inside environmental conditions.

Exposed to infectious diseases

If you need assistance with any portion of the application or have questions about the position, please contact the recruiter listed below:

Primary Recruiter:

Recruiter Email Address:

Equal Opportunity Employer