The Director UVACH Medical Group Operations – Primary Care provides operational oversight for the UVA Community Health (UVA CH) Medical Group primary and specialty care physician practices in delivering the highest quality, compassionate, accessible care of patients.  The UVA Community Health Medical Group Director of Operations - Primary Care will have oversight of a portfolio of specialty clinics which may include, but is not limited to, Family Medicine, Internal Medicine, Pediatrics, and Behavioral Health.

The Director provides leadership, direction, administration, and fiscal management for operations, optimization, and growth.   The Director closely partners with physician and provider leaders including Medical Directors in a clinical and administrative shared leadership model.   The Director is responsible for partnering with executive leadership to develop strategic planning and ensure implementation of strategic initiatives. The Director is also responsible for updating and ensuring compliance with policies and procedures and establishing clinic goals and objectives that align with UVA CH. 

The Director of Operations - Primary Care develops talent, creates high functioning teams, leads growth, and holds the Clinic Managers accountable for successfully achieving clinic goals and objectives. Additional responsibilities include driving innovations in care delivery, establishing KPIs, and achieving the highest levels of clinical and operational excellence. 

The UVA Community Health Medical Group Director of Operations will ideally have previous practice leadership, ambulatory strategy, including but not limited to Family Medicine, Internal Medicine, Pediatrics, and Behavioral Health.

 

 

 

Education

Graduate Degree in healthcare administration, business administration or related field Bachelor’s Degree in healthcare administration, business administration or related field and relevant experience may be considered in lieu of a Graduate Degree

Experience

Five years of successful leadership experience required Three years of healthcare experience required Physician practice leadership experience preferred

Licensure/Certification/Registration

N/A

Additional Skills/Requirements required

Knowledge:

Knowledge of principles and practices of healthcare management sufficient to oversee and coordinate the operation of physician practices to provide effective patient care Knowledge of and experience with clinical and administrative shared leadership models Knowledge of and experience with establishing and optimizing provider practices, including financial forecasting, expense management, and workflow standardization.  Knowledge of and experience using practice management computer systems and applications Knowledge of government and reimbursement regulations and requirements, including Medicare, Medicaid, managed care and other third-party payer’s guidelines Knowledge of best practices and benchmarking performance standards, including but not limited to clinic staffing, provider scheduling, and workflow design, inventory management and purchasing processes, quality and patient satisfaction metrics General knowledge of accounting practices and procedures as well as effective budgeting and forecasting practices

Skills:

Skill in conflict resolution, problem solving, and change management. Skill in exercising a high degree of initiative, judgment, discretion, and decision making to achieve clinic and system-wide objectives Skill in planning and organizing multiple projects simultaneously with minimal or no direction, delegating and supervising responsibilities as necessary to achieve desired results Skill in leading teams to accomplish all strategic and operational objectives while inspiring confidence and motivation Skill in building diverse teams, understanding cultural differences and experience working directly with people from diverse racial, ethnic, and socioeconomic backgrounds Skill in establishing and maintaining effective working relationships with team members, providers, executives, cross-departmental teams, patients, and the public.  Exceptional written and oral communication and presentation skills

Abilities:

Ability to anticipate customers’ needs and manage or exceed customers’ expectations for both internal and external customers  Ability to take initiative and to exercise independent judgement, decision-making and problem-solving expertise Ability to establish and maintain quality control and patient satisfaction standards Ability to effectively communicate expectations and hold team members accountable for results Ability to effectively manage conflict and provide constructive and timely feedback Ability to competently use Microsoft Office, including Word, Excel and PowerPoint, and appropriate practice management software

Responsibilities

Leadership:

Partners with physician and provider leaders including Medical Directors in clinics as well as within specialties.  In a shared leadership model, works to advance UVA CH strategic priorities and achieve annual operating goals, including operating margin. Responsible for the performance of multiple physician clinics as well as the leadership development of each clinic’s practice manager. Provides leadership and direction for clinic managers and holds leadership accountable for results.  Builds high functioning teams grounded in administrative and clinical partnerships.  Lead by example and with a commitment to diversity, equity and inclusion. Oversight of practices’ daily activities, which may include multiple sites and have an inpatient and outpatient focus.  Responsible for personnel management in accordance with organization personnel policies. Instills organization mission, vision and values. Communicates effectively to inform, align and engage others. Manages initiatives and influences professionals and support staff to achieve objectives. Responsible for building highly effective teams. Maintains a strong company culture consistent across all practices, focusing on effective communication and employee engagement. Demonstrates UVA core values in daily work.

Operations:

Monitor and drive clinic success and quality results by partnering with physicians, UVACH and market leaders and supporting departments Provides direction in transforming processes and care delivery that is consistent across all practices. Collaborates with other Medical Group leaders, administrative and clinical, to identify and implement best practice for a unified patient experience.  Ensure consistent practices across the Medical Group that align with the UVA brand expectation. Incorporate and comply with organizational policies and procedures in daily operations. Develop and monitor core operational metrics, including staffing standards, to benchmarks that may be evaluated within the system and/or with national data when available. Partners with Medical Directors to improve operational performance measures, including various quality and financial measures.  Work directly with executive leadership to create annual incentive goals for each program, as well as a visual management system that can support these practices in understand current performance, as well as devise tactics to pursue opportunities to improve.

Financial:

Coordinates budget development, implementation and monitoring to ensure budget preparation meets productivity and performance expectations aligned across practices and with the overall UVACH strategy. Responsible for collective budget adherence including overseeing remediation plans as necessary. Ensures all team members, administrative and clinical, have access to relevant real time data regarding financial performance as appropriate to role in the team and business. Responsible for bottom-line financial performance of practices, and keep revenue and expenses in balance. Work directly with executive leadership to maintain compensation plans within acceptable ranges.

Teamwork:

Collaborate with administrative and clinical leadership including medical directors and rvice line leaders to develop team strategies and methods. Develops a team of clinic managers to maximize collaboration across practices and consistency with procedures, and develop comradery. Develops and maintains culture that prioritizes the success of the team over the individual. Creates and promotes a cohesive team across the clinic and specialty, including clinical and non-clinical team members. Share and initiate regular and professional communication with key stakeholders across the organization for cross-collaboration initiatives and relationship building. Facilitate and participate in regular staff and provider meetings as needed.

Quality Improvement:

In a shared leadership model, provides oversight of quality performance goal achievement, including ensure access to practice level data and resources  Round on staff, providers and patients regularly to ensure satisfaction and engagement efforts are being met, and implement necessary improvements as identified. Monitor quality of core processes in the departments and educates clinic managers and providers on patient experience and other quality results. Partners with clinical leadership, clinic managers, providers and staff to develop effective remediation plans to improve patient experience and quality results. Collaborate with other departments or disciplines to achieve desired outcomes.

Strategy:

Coordinates Medical Group initiatives within geographic area.  Assists in executing UVACH strategic plans including market initiatives  Coordinates organizational objectives, priorities, and activities with internal and external agencies as appropriate. Designs annual plans and maintains overall strategic plans for medical group clinics. Identify short- and long-term goals and oversee the allocation of resources to meet priorities.

Human Experience:

Develops leadership skills of clinic managers and self. Coordinates and oversees the successful recruitment and onboarding of new providers, including practice acquisitions, aligned with regional growth strategies. Participates in the successful recruitment, onboarding, ongoing training and performance evaluation, including any disciplinary action necessary, of all staff members within designated region. Coaches, redirects, and resolves conflict as appropriate.  Ensures communication, staff training, standards of performance, and skill sets are consistent across all practices. Ensures HR policies and practices are followed, and treatment of team members is consistent across all practices (i.e., employee engagement, disciplinary actions, performance evaluations, praise and promotions, breaks, etc.). Responsible for balancing workloads across practices, moving team members as needed to maintain volumes and patient experience. Coordinate and oversee the successful implementation of employee engagement initiatives. Facilitates performance evaluations and leadership coaching for clinic managers on an ongoing basis.

Other duties as assigned.