The Director, Operations and Clinical Services is accountable for supervision of the overall business management of the branch, including development of new programs to meet the needs of the community. Acts as a liaison with the administrative staff of any affiliated health facility. Assumes a sales function for gaining additional business opportunities outside current affiliations. Provides leadership and direction of clinical services provided. Oversees the coordination, continuity, and quality of clinical care as well as the supervision of client services. Participates in the recruitment, training, and development of staff, and provides the supervision necessary to facilitate the provision of quality care. Monitors, evaluates, and takes action on clinical measures of performance. Has responsibility for performance, development and coaching of staff (i.e. hiring, firing, performance management, salary management, etc.). Ensures that new members of team receive training.
General
- Supports Post-Health Home Care at Home’s mission, values, strategic goals and high standards of customer service. Consistently lives People First behaviors.
- Adheres to the Corporate Compliance Program, including confidentiality HIPAA protected health information.
- Follows the policies and procedures of the company.
- Other duties as required.
Managing Direct Reports
- Creates an “expectation of excellence” and manages performance of direct reports to maximize the value of associates’ contributions towards organizational success.
- Establishes strategically aligned goals with staff.
- Encourages and creates opportunities for continuous improvement of staff by providing frequent coaching, mentoring and accurate performance feedback.
- Provides direction and support to staff to deliver quality services with a focus on organizational success.
- Ensures appropriate staffing levels are maintained.
- Recruits and retains qualified, productive and customer-focused associates.
- Interviews, hires and orients direct reports.
- Monitors recruitment/retention activities and costs.
- Provides fair and equitable treatment of all associates.
- Creates a high performing work environment characterized by transparent and open communication, mutual trust and respect.
- Provides education and training for associates in support of career goals and the organization’s mission and strategies.
- Maintains positive staff morale, observable through team spirit, a sense of belonging and recognition of accomplishments.
- Supports and promotes department/branch/organization decisions.
Operations
- Participates in the development and implementation of short-term (quarterly) and long-term (annually) strategic plans that support quarterly business plans developed at the branch and supported by the CHI Health at Home level. Responsible for the revision of goals and plans per quarter as agreed upon with the Vice President, Regional Operations.
- Responsible for successful financial operation of branch. Participates in the development of operating budget; responsible for annual budget; P & L management; A/R and billing issues. Reviews statistical and financial reports; develops plans and revises as needed to meet or exceed financial goals.
- Responsible for business growth, including sales/marketing strategies for obtaining revenue goals to include a minimum of five face-to-face sales calls every week.
- Maintains complete and accurate information on referral sources and establishes appropriate call frequencies for referral sources.
- Works with Director of Sales to establish account lists of current referral sources as well as potential sources.
- Ensures the branch’s compliance with governmental standards and regulations for licensure and certification. Serves as an ex-officio member of the Professional Advisory Group (PAG).
- Responsible to assure excellent customer service to patients, referral sources and others.
- Responsible for obtaining accurate annual market studies and submitting commensurate recommendations for bill/pay rate changes.
- Responsible for quarterly branch review, to include assessment of branch performance and branch opportunity.
- Responsible to lead staff meetings to assure good communication with branch staff about marketing opportunities, referral, conversion rates, client census, discharges, A/R, recruitment, advertising, etc. Meeting minutes kept in branch.
- Responsible for bi-monthly review of A/R and follow-up on A/R, out>120 days, on-going communication with Regional Vice President and reimbursement department.
- Responsible for management of KPIs, SHP/CMS quality improvement indicators, HHRG/Case mix weight.
- On-going ability to coach and motivate staff. Assists staff through change with positive attitude.
- Responsible to assure full compliance with TJC standards, American Nursing Care P&P, Federal, State and County rules and regulations
- Interacts with and seeks assistance of CHI Health at Home to benefit business activity within branches. Acts as a liaison between branch and CHI Health at Home as necessary.
Clinical Services
- Responsible for supervising the accurate, complete and timely provision of quality client care and services in compliance with regulatory, operational and financial requirements.
- Ensures the accuracy, completeness and timeliness of clinical records in compliance with regulatory, operational and financial requirements.
- Responsible for assuring compliance with all state, federal, and ACHC regulations and standards.
- Responsible for monitoring clinical outcome results, developing and implementing plans for improvement. Utilizes both SHP outcome data and company outcome data to ensure positive movement in outcome results.
- Responsible for monitoring and evaluating clinical measures of performance including, but not limited to productivity standards, documentation completion standards, and management of patient care. Develops and follows through with action plans based upon measurement results.
- Performance Improvement (PI) Program Coordination including; assisting with the overall development and implementation of the PI plan, assisting in the identification of goals and related patient outcomes, coordinates participation and reporting of activities and outcomes. Reviews monthly reports of CRR, WHV, internal monitoring reports. Develops and implements corrective plans.
- Responsible for the ongoing development of clinical staff knowledge, understanding, and appropriate completion of OASIS, completion of initial and on-going physician orders, and all other clinical documentation tools.
- Responsible for the accurate, complete and timely communication of regulatory, operational and financial information to clinical and applicable office staff.
- Performs client visits, client supervisory visits and shared visits with staff as needed and/or directed by Regional Vice President.
- Ensures appropriate on-call coverage and participates in rotation as needed.
- Participates in office functions including intake, payer verification, payroll, billing resolution and laptop support.
- Quality Assessment Performance Improvement (QAPI) program coordination; including collection and analysis of data measures identified by leadership and the governing body, agency QAPI Committee oversight, implementation of performance improvement activities, QAPI education to inform associates of improvement activities, ongoing evaluation of the effectiveness of improvement activities, documentation of QAPI activities and communication with agency and regional leadership on the program results, activities and effectiveness.
Your benefits include:
- Generous annual bonus opportunity based on company performance
- Excellent holiday and paid time off plans
- Medical, dental, and vision plans
- Tuition reimbursement for degree-seeking students
- Employer contribution to your 401(k)
