Chief Operations Officer
Job Title: Chief Operations Officer
Reports To: Chief Executive Officer
Job Summary: This position is responsible for the ongoing operations and management of health center programs and support services, ensuring that the support services and programs meet and comply with regulatory agencies, program regulations and payer requirements. The position ensures, through management staff, the operations are occurring in a cost effective, customer orientated, quality driven manner according to CCHCI’s mission, strategic plan, tactical plan, operational plan, and establish policies and procedures in compliance with the Patient Centered Medical Home model and the HRSA Health Center Program requirements. Provides operational guidance and oversight for Strategic Planning, Business Development, Grant Management, Project Management, Contract Management, Health Information Management, Information Technology and Systems, Operational Compliance and Program Monitoring responsibilities.
Qualifications and Requirements:
To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. This job description in no way implies that these are the only duties to be performed and may be modified, interpreted, and/or applied in any way, as necessary. Maintaining regular and punctual attendance is required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.
Essential Job Duties:
- Provides Strategic Leadership
- The Chief Operations Officer (COO) is a member of the C-Suite and contributes to the successful achievement of the organization’s mission and strategic initiatives by providing leadership, oversight, evaluation, and direction for the general administrative, clinic operations and change management initiatives of the organization through planning, organizing and directing various functions.
- As a member of the senior management, the COO works closely with the Chief Executive Officer (CEO) on operationalizing organizational priorities and initiatives, such as Value Based Contracts, Business Plans, and Grants. The COO also attends Board of Directors meetings and assigned committee meetings.
- Works closely with the Chief Medical Officer (CMO) to ensure that clinical operations are efficient, with a focus on quality patient care and positive clinical teamwork environment, to facilitate patient care at goal productivity standards.
- Work closely with the Chief Financial Office (CFO) on program audit responses, program budgets and develop action plans to ensure financial viability.
- Work with the CEO, and Leadership team, to translate business, vision, and strategy into operational tactics to achieve strategic goals and jointly focus on containing costs while ensuring revenue generation, all while maintaining a true quality and patient-centric attitude.
- Utilize innovative, evidence-based, and technological advancement strategies to plan and direct the daily operations health center operations, including all community and mobile program sites, with a focus on improving overall organizational efficiency, effectiveness, and quality of care within a PCMH integrated primary care practice.
- Responsible for Quality Assurance and innovative strategies directed towards improving patient/client outcomes, safety, satisfaction, confidentiality, and cost containment.
- Facilitates and promotes orientation, customer service and operational training, hands-on coaching, and other staff development tools and resources for all operational staff, and monitors performance.
- Provides Operational Leadership and Oversight
- Directly or indirectly manages and oversees clinic operations staff, laboratory services, central supply, facilities, information technology, informatics, and other operational staff, to include hiring, training, evaluating, and conducting disciplinary actions and other personnel actions as required.
- Reviews and approves plans for planned outputs, budget spending, labor, material, and order entry efficiency, as well as customer service.
- Reviews and approves cost control reports and estimates, as well as manpower and facilities requirement forecasts.
- Reviews and approves major projects involving functional changes within the organization’s functional areas.
- Establishes and manages all information, communication, and security systems.
- Establishes and oversees medical, dental, and office procurement programs and inventory tracking systems.
- Establishes and maintains contractual agreements with outside vendors for daily operational needs.
- Maintains buildings and equipment by planning for space allocations, building additions, and major equipment acquisitions and developing maintenance programs.
- Oversees and maintains a comprehensive vehicle driver’s training/maintenance program.
- Facilitates and promotes orientation, customer service, and operational training, hands-on coaching, and other staff development tools and resources for all operational staff.
- Develops, monitors, and presents key performance indicators and departmental dashboards.
- Serves on Leadership Team as well as other formal (to include Quality Council) and ad hoc committees & teams as appropriate.
- Works collaboratively with the CFO on the annual budget, volume projections, equipment planning, staffing and cost control initiatives.
- Works collaboratively with members of the Leadership Team to assure achievement of annual business strategic goals and objectives.
- Works collaboratively with the Leadership Team to identify future market trends including innovative processes as well new opportunities for programmatic, technological and revenue growth.
- Works collaboratively with the CEO on grant writing initiatives as directed by the CEO.
- Ensure compliance with all HRSA regulations/requirements, PCMH and Joint Commission.
- Recommends, develops, and maintains data tracking tools to measure employee performance, work processes, and overall effectiveness of the healthcare delivery system.
- Plans and directs efforts to improve efficiency and effectiveness, and to achieve goals for financial performance, quality, and regulatory adherence.
- Assists at ensuring a well-coordinated approach to standardization of care across all sites.
- Works collaboratively with the CMO and other Leaders to monitor and improve workflow processes and outcomes of care.
- Works collaboratively with the CEO, CMO, Managers and Human Resources to assure achievement of annual recruitment and retention objectives, to include the development of staffing plans, for provider and employee staffing.
- Develops, implements, and evaluates policies and procedures aimed at standardizing services in a systematic manner that ensures quality, safety, and reduction of environmental hazards for staff patients and clients.
- Reviews, analyzes, and evaluations monthly financial and statistical information and productivity reports with Managers and assists with making the necessary adjustments as appropriate to comply with the annual business/budget plan.
- Works collaboratively with the CMO and other stake holders in monitoring the performance of the Electronic Health Record, Nextgen.
- Assists with the development of proposals and recommendations for facilities projects and the purchase of capital equipment and supplies.
- Participate and implement functions related to the organization’s involvement in local/regional emergency preparedness including education, training and implementation of specialty services needed in an emergency.
- Fill in for the CEO at Board Meetings, and/or other meetings at the CEO’s request.
Required Education, Experience, Certificates & Licenses:
- Bachelor’s degree in healthcare administration or related field required. Master's degree preferred.
- 7-10 years of hands-on administrative, operational, and leadership/executive experience in healthcare industry or in federally funded not for profit environment. Executive management as a Director or member of Executive Suite is strongly preferred. Must have a demonstrated commitment to accountability and transparency. Must possess superior public communications (speaking and writing). Requires extensive knowledge of alternative health care delivery systems, revenue cycle optimization, cost containment, marketing, reimbursement methodologies, quality, and management information systems, acquired through a minimum of 7 years of administrative, operational, and executive experience working in the healthcare field.
- Knowledge of working in a regulatory environment highly desirable.
- Knowledge of FQHC environment is highly desirable.? Executive experience in FQHC environment strongly preferred.
- FACHE certification preferred. Lean Six Sigma, Project Management and/or other relevant certifications preferred.
- An equivalent combination of education and experience may be substituted.
Required Language Skills:
- Ability to comprehend and compose instructions, correspondence, and communications in English in both oral and written format.
- Adept at reading, writing, and interpreting technical documents and procedure manuals.
- Ability to effectively present information in one-on-one and small group situations to patients, internal providers and staff and other agency staff working in cooperation with the organization.
- Ability to occasionally exert enough force to move objects weighing up to 10 pounds.
- Ability to continuously remain in a stationary position.
- Ability to occasionally move about inside the workplace to access files, office machinery, etc.
- Possesses hand-eye coordination and manual dexterity necessary to constantly operate computer, telephone, and other office machinery.
- Possesses close visual acuity necessary to accurately record and view information on a computer monitor, handwritten and typed documents.
- Ability to discern the nature of sounds at a normal spoken volume.
Other Required Knowledge, Skills, and Abilities:
- Ability to employ statistical / mathematical methods to collect and analyze data and develop solutions.
- Ability to compute rate, ratio, and percent and to draw and interpret graphs.
- Ability to perform a variety of assignments and make decisions requiring considerable independent judgment.
- Displays high level of critical thinking and problem-solving skills.
- Displays sound and accurate judgment and ability to make timely decisions.
- Knowledge of concepts, practices and procedures related to all aspects of a Federal Qualified Health Center.
- Knowledge of HIPAA and Corporate Compliance rules and regulations.
- Strong Computer proficiency required with proficiency in use of all Microsoft Office programs.
- Knowledge of NextGen software preferred.
- Demonstrated leadership and management skills with successful track record for building high performance teams and leading organizational change in complex environments.
- Excellent interpersonal skills with a commitment to quality healthcare and customer service.
- Broad understanding of clinical operations, staff management and development.
- Ability to employ motivational techniques to train, mentor, and lead staff.
- Ability to positively represent CCHCI to the public at all times.
Work Environment & Conditions:
- Work environment is typical of an administrative office setting with no substantial exposure to adverse environmental conditions.
- Work requires reliable transportation as position requires frequent travel and extended hours to include early mornings, evenings, holidays, and weekends.
- Work requires ability to be contacted by cell phone during or outside of regular work hours.