Director of Operations

Director Of Operations

The Director of Operations (DOO) leads the vision of Bullhook Community Health Center (BCHC) with oversight and support to department managers and coordinators to ensure goals and objectives are met. In partnership with the CEO, CBHO and CFO, the DOO explores and implements opportunities to expand services to reach a wider patient population. The DOO oversees the clinical optimization, and data analytics team. The DOO also assists in the planning, development, and direction of Patient Centered Medical Home (PCMH) processes and procedures to ensure ongoing certification and successful performance on quality data metrics for QA/QI, PCMH and UDS performance measures and oversees the development and implementation of Quality Assurance/Quality Improvement programs.

All employees will exhibit the following behavioral traits:

Integrity and Trust

Individual is widely trusted and can present information and discuss situations in an appropriate and helpful manner, keeps confidences, admits mistakes, doesn't misrepresent him/herself for personal gain. Is respectful in action and communication with clients, patients and staff.

Mission Integration

Adheres to the organization's mission during times of ease or challenge, is dedicated to the expectations and requirements of the mission and vision, acts in line with the values identified by BCHC.

Team Relations

Understands and supports the team approach and integrated model of BCHC. Is seen as a team player, cooperative and supportive of his/her coworkers, and practices what he/she preaches. Can be candid with peers and fosters open dialogue. Creates a feeling of belonging on the team and holds self and team accountable to those behaviors.

Essential Job Responsibilities:

• Works collaboratively with members of C-Suite to assure achievement of annual business and strategic goals and objectives.
• Seeks to improve and implement the strategic plan for operations.
• Works with C-Suite, Medical and BH Clinical Operations Manager and Dental Clinic Operations Manager to monitor and improve processes and outcomes of care and to drive consistent quality improvement.
• Works collaboratively to monitor and improve processes and outcomes of care.
• Responsible for BCHC's Quality Improvement, Emergency Preparedness, and FTCA Risk Management programs.
• Provides leadership and supervision to the following positions: Behavioral Health, Medical, Dental, Front Manager, Data Analytics, Patient Accounts, Marketing and Janitorial.
• Assists with BCHC's Quality Improvement, Emergency Preparedness, and Risk Management programs.
• Assists with efforts for corporate compliance, risk management and quality improvement, including PCMH certification.
• Responsible for working with the Medical and BH Clinical Manager and Dental Clinical Manager in monitoring the clinical performance of the EHR; oversees updating the systems and testing and implementation of new components; identifies priorities for new EHR initiatives. Become an EHR super-user and trainer. Assist with support tickets in the EHR.
• Ensures all regulatory and/or grant-related training requirements are met and documented.
• Maintains knowledge of current resources, legislative, and program changes relevant to PCMH and QI/QA initiatives.
• Works collaboratively with C-Suite to ensure compliance with Health Resources and Services Administration Section 330 Grant Funding (HRSA) requirements and reporting; including Uniform Data System (UDS), budget period renewals, audits, Federal Financial Report (FFR) and any other submissions required for compliance.
• Provides Operations reports for the BCHC Board of Directors regarding the activities of BCHC.
• Assists with coordination of training and orientation to the new staff within the first week of hire with continual training and supervision to new staff during their 6-month orientation period.
• Monitors workload and recommends increased or decreasing staffing levels to accommodate quality patient services.
• Reviews workflows for efficiency.
• Assists with chart reviews.
• Works closely with the C-Suite, Medical Coordinator, Dental Coordinator and Clinic Manager to ensure alignment with BHCH goals and objectives.
• Works closely with Human Resource Coordinator to ensure personnel policies are implemented in all BCHC programs.
• Performs duties with accuracy and punctuality.
• Assists in preparing grants to expand funding opportunities.
• In partnership with the CEO, CMO, CBHO and CFO, explores and implements opportunities to expand services to reach a wider demographic while meeting the HRSA requirements and maintaining financial solvency.
• Assist in the development and review of policies and standard operating procedures and assure all staff adhere to them to improve patient care and utilization of health center resources.
• Oversee and assist with various personnel actions including, but not limited to, training, competencies, performance appraisals, monitoring time and attendance, and vacation schedules to ensure the clinic operates in an efficient manner and patients receive high-quality customer service.
• Responds to complaints/grievances from employees, applicants, or others as appropriate in their position. Investigates complaints and identifies corrective actions.
• Remain knowledgeable of support staff's roles and responsibilities, as well as all areas of practice to provide continuity of services during position vacancies; maintains work schedules for all staff.
• Provides leadership, conflict resolution, motivation and promotes teamwork of employees in achieving agency goals.
• Familiarity with, adheres to, and ensures employee manuals, job descriptions, BHCH policies and procedures, manuals, OSHA, HIPAA, and CLIA regulations are maintained and followed by every staff member.
• Responsible for completing various special projects/events, which may require reviewing and analyzing information, identifying problems, recommending solutions and writing reports.
• Performs a variety of other duties as assigned, which may include but are not limited to directing or participating in special projects and events, conducting research, representing BHCH at meetings and conferences, and attending continuing education and training events.

Team Approach:

Managing patient care is a team effort that involves clinical and nonclinical staff (i.e., physicians, nurse practitioners, physician assistant, nurses, medical assistants, schedulers, billers and front end staff) interacting with patients and working as a team to achieve stated objectives. Emphasis is on ongoing interactions of team members to discuss roles, responsibilities, communication and patient hand-off, working together to provide and enhance the care provided to patients. All staff are members of the team. Involvement of the patient/family/caregiver with care team members is critically important to patient-centeredness.

Knowledge, Skills and Abilities:

Knowledge and understanding of:

• Healthcare leadership and management principles.
• Principles and procedures of accounting and budgeting.
• Federal grant regulations pertaining to Community Health Centers.
• Medicaid and Medicare billing practice.
• Medical and dental insurance billing.
• Best practice in patient collections.
• Supervisory principles and practices.
• Human Resource policies and procedures and related state and federal statutes.
• Safety procedures and practices.
• Healthcare and governmental financial management.
• Grant writing with thorough researching, developing, and monitoring skills.

Skills in:

• Personnel administration.
• Decision making and effective problem solving.
• Decision making which may have moderate to major impact on the operation of program and/or agency.
• Effective communication and presentation skills with diverse populations and demographic backgrounds.
• Establishing effective working relationships with other BCHC departments, employees, Federal and State agencies, private agencies, and the general public.
• Working independently and being self-motivated while performing job requirements.
• Time management and organization.
• Computer use to manage data to meet essential job requirements.
• Customer service.
• Effective written and verbal communication.
• Intermediate to advanced skills in Microsoft 365 Windows, Internet.

Ability to:

• Provide leadership.
• Maintain confidentiality.
• Work independently and plan projects.
• Communicate effectively orally and in writing.
• Observe required work hours.
• Demonstrate punctuality.
• Adapt to changes in the work environment, managing competing demands, changes approach or method to best fit the situation.
• Deal with frequent change, delays and unexpected events.
• Work flexible schedule to accommodate organizational needs may include some evening or weekend hours.
• Adhere to a high degree of confidentiality and sensitivity towards patients