Director, Support Services

Job Code: DI3075

We are welcoming a new era in healthcare where achieving good health is just the beginning. 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 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. 

The UVA Community Health (UVA CH) Medical Group 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. 

The Director of Support Services is a leader in the Medical Group operation team.  As such, the Director will work closely with Medical Group Physicians, Advanced Practice Providers, and clinic operation team members. Additionally, the Director of Support Services will be a project manager for strategic initiatives across the Medical Group 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 CH and IT/EPIC. This position reports to the Chief Operations and Growth Officer of UVA Community Health Medical Group.

 

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 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. 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 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.

 

Education

Graduate Degree in health care administration, business administration or related field, preferred Relevant experience may be considered in lieu of degree

Experience

Five Years of Experience Required – Five years of successful leadership experience Three Years of Experience Required – Three years of healthcare experience required Preferred – Physician practice leadership experience

Licensure/Certification/Registration

N/A

Additional Skills/Requirements required

Knowledge:

Knowledge of healthcare administration and clinic philosophy, policies and operating procedures. Knowledge of project management principles 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.

Responsibilities

Provider Onboarding:

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.

Patient Experience

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. 

Performance Improvement

Drives performance improvement and optimization projects across the Medical Group. Promotes and guides performance improvement as a partner for Directors, Managers, and Administrators 

Dimensions Trainers and Optimization Teams:

Oversees team of EPIC/Dimensions trainers responsible for ongoing training needs of clinic staff.  Collaborates with clinic leadership to identify training and optimization opportunities. 

Facilities Management:

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.

Contracted Services:

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.

Other duties as assigned.