Dir Support Services

Job Code: DI3075

 

ABOUT US

We are welcoming a new era in healthcare where achieving good health is just the beginning. At UVA Health Northern Virginia & Culpeper, we believe in caring for the whole person by getting to know – and making connections with – our patients. By combining the talent and expertise of our people, the breadth of capabilities across our system, and our commitment to helping our communities get better and stay healthy, we are improving the patient experience.

As a UVA Health Northern Virginia & Culpeper team member, you will have a voice in patient care decisions, support the most advanced medical technologies and feel a strong sense of satisfaction from making a difference in people’s lives every day.

 

JOB TYPE

Classification: Exempt

Supervises Positions: Yes

 

JOB SUMMARY

The UVA Health Northern Virginia & Culpeper Director of Support Services oversees business functions that support the ambulatory and acute care operations. These functions and/or teams include but are not limited to:  Operational Excellence (including operational analytics and benchmarks, project management, performance improvement, training and development), Operational Infrastructure (participating in business development and planning, contracted services management), Patient Access and Experience, and Provider Onboarding.  As a partner to the Directors of Operations and Growth/Development, the Director of Support Services is responsible for ensuring these business functions operate efficiently and effectively to support the delivery of the highest quality, compassionate and accessible care to patients. Additionally, the Director of Support Services will be a project manager for strategic initiatives and act as a liaison between clinic operations leaders and additional supporting enterprise departments, including but not limited to finance and revenue cycle, human resources, marketing, facilities management, patient access, business growth and development teams across UVA Health Northern Virginia & Culpeper and IT/EPIC. Oversee the provider onboarding and orientation process to ensure successful and satisfactory integration into the organization for both employed and strategic partner integrations as requested. Coordinate internal meetings to review progress of onboarding providers, identifying and addressing any issues occurring during the process. Develop relationships with the onboarding providers as a reliable point of contact and guide. Develop and maintain relationships with key internal stakeholders to ensure effective and efficient onboarding process. Develop and monitor KPIs and goals for continuous improvement. Provide status updates to executive leadership. Continuously monitor and refine onboarding and integration processes based on feedback from providers and internal stakeholders.

Supports and/or coordinates related task management activities as necessary to meet onboarding timelines.

Support clinic operations teams in establishing standards for patient experience, monitoring patient satisfaction survey results and oversee training staff and providers for improvement initiatives. Support clinic operations teams and other internal departments on patient access improvement initiatives.

Drives performance improvement and optimization projects across the Medical Group.

Promotes and guides performance improvement as a partner for Directors, Managers, and Administrators

Oversees team of EPIC/Dimensions trainers responsible for ongoing training needs of clinic staff.

Collaborates with clinic leadership to identify training and optimization opportunities.

Coordinate closely with the facilities management team and clinic operations teams regarding space planning initiatives.

Provide project management support associated with renovations projects and practice acquisitions. Coordinate with marketing team, facilities management team and clinic operations team for proper clinic signage, patient communications, etc.

Responsible for supporting contracted services arrangements (examples: Team Health, OBHG, Envera, LabCorp) including initial set up, coordination with internal departments, system integration where required and support as needed to address issues and/or approve procurement.

 

Communication: Shares and receives information using clear oral, written, and interpersonal communication skills. 

Demonstrates effective written and oral communication skills.  Actively listens, provides constructive feedback, and demonstrates respect for differing views.  Tailors communications to diverse audiences. 

Quality Improvement: Demonstrates involvement in the unit’s annual and/or periodic assessment efforts, including efforts to improve the quality services. 

Understands the value of innovation and quality improvement.  Improves processes and practices by identifying inefficiencies and redundancies.  Demonstrates efficiency and quality in one’s own work. 

Customer Service: Builds relationships and maintains strategic partnerships with key internal and external stakeholders.  

Understands the importance of quality service.  Is able to adjust and adapt service delivery to diverse customer needs and sensitivities.  Frequently suggests and implements changes to improve the quality of service. 

Financial Management: Manages tasks and resources within the department to achieve quality and meet budget requirements. 

Ensures that financial and material resources are used effectively and efficiently.   Leverages resources to maximize utility and return on investment (ROI).  Implements measures to minimize theft, damage, or equipment breakdown. 

The incumbent may be asked to perform additional duties as assigned. 

 

QUALIFICATIONS

Education: Master’s Degree- Health Care Administration or MBA business administration or relate field – Preferred. Relevant experience may be considered in lieu of degree.

Experience: 5 years of successful leadership experience required. 3 years of healthcare experience required. Physician practice leadership experience preferred.

Licensure: N/A

Additional Skills/Requirements Required:

Knowledge:

Knowledge of healthcare administration and clinic philosophy, policies and operating procedures. Knowledge of governmental regulations and reimbursement requirements. Knowledge of practice management computer systems and applications. Knowledge of practice management analytics, KPIs and benchmarks. General knowledge of accounting practices and procedures.

Skills:

Skill in effective personnel management including training staff and delegating duties. Skill in project management, problem solving and decision making. Skill in planning, organizing, delegating and supervising. Skills in business analytics and reporting. Skill in understanding cultural differences and experience working with people from diverse racial, ethnic and socioeconomic backgrounds. Skill in verbal and written communications and presentation skills.

Abilities:

Ability to assume responsibility and exercise authority over assigned work functions. Ability to flexibly respond to changing demands. Ability to lead and inspire team through change, acting as a change agent through complicated implementations. Ability to take initiative and to exercise independent judgment, decision-making and problem-solving expertise. Ability to analyze and interpret complex data. Ability to interpret and understand insurance benefits and reimbursement. Ability to competently use Microsoft Office, including Word, PowerPoint, Excel and appropriate practice management software.

Additional Skills/Requirements Preferred: N/A

 

PHYSICAL DEMANDS

Physical Demand Code: 3A, Administration

Work Function/Activity: Sedentary to Light Physical Demand

The job requires frequent sitting, standing, walking, and bending/stooping. Frequent repetitive body movements. Proficient communicative, auditory, and visual skills. Attention to detail and ability to write legibly. Ability to lift/push/pull up to 20 lbs. occasionally. This job description may not include all assigned duties, responsibilities, or aspects of the job described. It may be amended at any time at the sole discretion of UVA Health Northern VA & Culpeper.

 

OTHER

May require the use of safety equipment, such as HEPA mask, for infection prevention: No On call responsibilities as directed: No Ability to travel between campus buildings, remote facilities, and out of town as needed: Yes