Job Description

JOB PURPOSE: The Regional Operations Associate Director (Elk Ridge)under the guidance of the mission, vision, cultural beliefs of Elk Ridge, plans, evaluates and manages the administrative clinical and operational activities of regional Health Centers; directly and with other leaders supervises nursing and support staff. In collaboration with administration, implements the strategic planning process, conducts analysis, and monitors regional Health Center operational and planned results, initiating new programs and services to meet Health Center demands and patient/community needs.

The Regional Operations Associate Director (Elk Ridge) in this position works with general direction and review, and has discretion and independent judgment authority with respect to matters of significance for the assigned department and its operations in respect to the resolution of problems involving departures from standard policies, interpretations, or procedures within the functions and processes for which they are accountable and responsible within the scope of authority and responsibility for a Regional Operations Associate Director (Elk Ridge).

The primary goal of the Elk Ridge Community Health Regional Operations Associate Director (Elk Ridge) is to support Elk Ridge’s Mission of providing comprehensive, quality health care that is affordable and accessible to all who may have healthcare needs, by successfully performing the primary essential functions.

The following functions and responsibilities will contribute to Elk Ridge Community Health to achieve its KEY RESULTS:
1. World Class Experience for staff and patients
2. Healthier patients and employees
3. Positive Financial Result

Job Functions:
• Directs and oversees the planning, coordination, and implementation of all clinical services, activities, functions, and operations of the assigned Health Centers.
◦ Confirms that all goals and objectives specified for the Health Centers are successfully accomplished to the highest service level possible and in accordance with the established priorities, timelines, assigned budget, and deliverables.
• Implements and maintains a Continuous Quality Improvement (CQI) approach within the department; continuously gathering and assessing data for use in improving individual and departmental performance, as well as contributing to the development of more efficient and effective clinical operations; as well as operational functionality and availability of organizational software, programs, and systems.
◦ Identifies, evaluates, and manages the risks and challenges presented or inherent to the department and its operation.
• Maintains and ensures accountability for quality improvement and adherence to Joint Commission and NCQA accreditations in collaboration with organizational leadership.
• Ensures all Health Center’s operations and services maintains patient confidentiality standards by controlling the environment and information being disclosed only to authorized individuals, ensuring compliance with all HIPAA and corporate compliance standards, as well as industry accepted confidentiality standards.
• Using the Elk Ridge Cultural Beliefs, maintains exceptional level of customer service; address and resolve complaints; serve as an example by providing excellent service to internal/external customers, employees, and patients.
• Establishes and maintains effective relationships with community resources, local institutions, and social service organizations to promote public health access to healthcare and educational services.
• Develops and maintains a collaborative and effective working relationship with executive leadership, providers, internal/external clients, and departmental personnel regarding all operational services, clinical functions. Ensuring that all activities are in compliance with all policies, operational procedures, or standards and regulations.
• Coordinates with Health Center leadership on monthly reporting of kept appointments with missing/no E&M coding.
• Develops and oversees all department revenue and funding expenditures to ensure compliance with the assigned budget, providing directions for remaining within the assigned department budget while ensuring department success.
• Directs and participates in the development, preparation, and reconciliation of the assigned department’s budget(s) with Health Center leadership.
• Consults with leaders to identify funding resources for programs and services in order to meet strategic goals and objectives.
• Reviews and analyzes Health Center records and reports to identify operational issues and trends, monitoring progress in clinical performance measures.
• Identifies and collaborates with Health Center leadership on addressing unmet healthcare needs for patients and the community.
• Monitors government, agency, commercial, or industry communications in order to maintain an effective understanding and awareness of all Health Center operations, as well as current and accurate trends and developments within healthcare operations.
• Participates in the planning and implementation of all expansions for new Health Centers or services in coordination with organizational leadership.
• Reviews and provides recommendations on organizational and departmental policies, procedures, practices, and quality improvement objectives related to Health Center operations to ensure compliance with all defined requirements and standards.
• Creates a world-class experience for patients and employees by using the formal methods of focused feedback, focused storytelling, focused recognition, and focused accountability.
• Leads and manages all operational and clinical activities, functions, or services associated with the Health Centers, such as:
◦ Ensures policies and procedures, and corporate compliance with laws, regulations, standards, or requirements for Federal, State, and local sources; to include the standards and requirements for healthcare and nursing operations.
◦ Plans, implements, and evaluates objective operational performance measurements; analyzes and monitors Health Center operations to ensure successful patient flow, scheduling, appointments, and staff-to-provider ratios meeting the needs of the patients.
◦ Develops and implements policies, procedures, goals, and planned results to ensure the delivery of quality health care and excellent service.
◦ Conducts project feasibility studies, establishes work plans/timetables, and determines resource needs.
◦ Confers and consults with internal and external clients or resources involved with proposed projects to ensure effective collaboration and cooperation, and to further define service requirements and deliverables.
◦ Monitors patient surveys and feedback; in collaboration with Health Center leadership implements improvement actions.
◦ Investigates and resolves complaints and conflict situations involving patients, family members, and/or employees.
◦ Serves as liaison and principal point of contact for the organization to internal/external clients, government agencies, and industry groups in all matters relating to the organization’s Health Center’s operations.
◦ Serves as liaison for quality accreditations; receives outcomes and prepares corrective action plans; communicates with leadership and serves as internal auditor reviewing monthly licensure pre-audit checklists and verifies corrective actions.
◦ Ensures proper reporting of violations or potential violations to duly authorized enforcement agencies as appropriate and/or required.
• In collaboration with Health Center leadership, serves on the Emergency Preparedness Committee.
• Develops action plans, processes, and procedures for emergency events.
• Serves as Incident Commander (IC) as required, facilitating the action plan during emergencies.
• Prepares written executive-level communication and/or materials, financial statements, reports, or summaries on activities, progress towards defined goals and objectives, changes in department status, or any other ad-hoc reports requested for distribution to executive leadership, internal/external clients, or external agencies or organizations.
• Directs and reviews complex and detailed statistical/analytical reports and/or summary information using principles and practices of professional and technical report writing.
• Manages and oversees the supervision of Health Center/Operations leaders, staff members, and team performance.
• Ensures the successful recruitment, orientation, and training of department members for the various required duties, responsibilities, and assignments within the Health Centers
• Oversees through the Health Center/Operations leadership the effective assignment of work, as well as individual and unit performance and productivity.
• Coaches, counsels, and evaluates leaders towards successful individual and unit performance and outcomes; completes all department orientations and provide effective initial and ongoing training to all new and current leaders; Investigates complaints or any deficient leader and/or employee performance.
• Observes and evaluates leaders in a positive and effective manner, to include providing continuous feedback and communication.
• Completes individualized performance appraisals on an annual basis; communicates and implements disciplinary actions as required, in consultation with organizational leadership and Human Resources.
• Controls expenses by gathering and submitting budget information, scheduling expenditures, monitoring variances, and implementing corrective actions.

Joint Commission Responsibilities:
• Maintains a clean, safe, and hygienic work environment in compliance with all Policies and Procedures including but not limited to work areas, workstations, examination rooms, hand washing, infection prevention and control etc. for this position.
• Demonstrates an understanding of and proficiency with the application of all compliance and reporting requirements respective to Joint Commission Certification (JCC) standards.

Other Duties and Responsibilities:
• Maintains and expands professional and technical knowledge by influencing policy formulation through:
◦ scholarly presentations and publications
◦ attending educational workshops
◦ establishing personal networks
◦ maintaining relationships with community groups
◦ benchmarking state-of-the-art practices
• In support of the Mission and Vision of Elk Ridge Community Health, will at all times represent themselves as a professional role model of Elk Ridge Community Health serving as a positive informational source for members of the community.
• Supports Elk Ridge Community Health by participating in community events which promote good health, and which contribute to a broader awareness and understanding of Elk Ridge Community Health and the many services provided to the community.
• Participates in all appropriate health care activities related to Elk Ridge Community Health on a local, state, and national level to maintain and enhance Elk Ridge’s image with health agencies, professional associations, and the general public.
• Ensures and supports the cost-effective use of materials, supplies, and equipment by limiting waste of all organizational supplies and resources.
• In accordance with policies and procedures ensures that documentation of hours worked is completed accurately, as well as signed-off/approved in a timely manner.
• Employees must maintain their skills proficiency with Elk Ridge Community Health operating systems and/or software programs by adapting to changing requirements and successfully learning and demonstrating new skills in response to software, system, and program improvements or upgrades.
• Performs other duties as assigned.

Qualifications:

Minimum Qualifications Details
Bachelor’s Degree in Health Services Administration or related field from an accredited college or university.
7 years experience in a healthcare environment
5 years supervisory experience; preferably in a healthcare environment
BLS Current certification in Basic Life Support (BLS) for health care providers
Fingerprint Clearance Card
Level I fingerprint clearance card: current valid and in good standing or have applied for it within seven working days after beginning employment

If applicable, equivalent combination of education and experience may be considered, and must be directly related to the functions and responsibilities of the job.

Preferred Qualifications Experience Details
Master’s Degree in Health Services Administration or related field from an accredited college or university.
7 years In a management position in a healthcare environment.
5 years supervisory experience; preferably in a healthcare environment.
Bilingual (English/Spanish) with the ability to speak, read and write in both languages.

Transportation:
• Employees in this position are required to have reliable transportation that can meet any operational reassignments of the organization during the workday. If an employee is driving during work hours, the employee is required to possess a valid driver’s license and must comply with Arizona vehicle insurance requirements.

Core Competencies:
• Professionalism
• People Management
• Risk Management
• Conflict Resolution
• Negotiation
• Performance Assessment
• Clinical Knowledge
• Compassionate Communication
• Cultural Competence
• Honor Patient Privacy
• Service Recovery

Management Duties:
• Direct supervision of staff as assigned.
• Participates in recruiting, selecting, orienting, and training staff as assigned.
• Schedules staff, conducts employee training, professional development, and annual performance reviews as assigned.
• Accomplishes department objectives by planning and evaluating department activities and by managing staff.

Skills and Abilities:
• Effective customer-facing and presentation skills.
• Interact diplomatically and positively with patients and the public in a continuous public contact setting.
• Ability to respond effectively in writing and verbally to internal and external customers.
• Write grammatically correct routing business correspondence such as brief transmittal memoranda
• Proficient with MS Office, including Word, Excel, Power Point, Outlook, and the internet.
• Ability to apply concepts such as fractions. Percentages, ratios, and proportions to practical situations.
• Ability to multi-task and maintain a professional composure in stressful situations.
• Excellent organizational and time-management skills.
• Ability to interact with persons of various social, cultural, economic and educational backgrounds for the purpose of providing exceptional guidance and customer service.

Workforce Environment/Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Demand N/A Rarely Occasionally Frequently Constantly
Seeing X
Sitting X
Standing X
Talking X
Walking X

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Working Conditions N/A Rarely Occasionally Frequently Constantly
Vision Strain X
Weather X
Temperature X
Muscular Strain X

Additional Information:
This job description has been reviewed to ensure that the minimum functions and basic duties have been included to successfully perform the duties, tasks, assignments, and responsibilities of this position. Additional functions, duties, tasks, or requirements may be assigned by leaders as deemed appropriate to meet organizational operations. The job functions and responsibilities align with Elk Ridge Community Health’s Cultural Beliefs:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Elk Ridge Community Health does not discriminate on the basis of race, color, religion, national origin, sex, sexual orientation, age 40 and over, disability, genetic information, military status, ancestry, marital status, familial status, or any other status protected by law or regulation.

It is our intention that all qualified applicants be given equal opportunity and that selection decisions are based on job-related factors.

All employees are required to undergo drug testing prior to employment and will be subject to post-accident, reasonable suspicion, return to duty and follow up drug and alcohol testing in compliance with Federal and State regulations for alcohol and controlled substance testing. Employees in positions holding responsibility for the safety and welfare of others will also be classified as safety sensitive.

Elk Ridge Community Health is a Non-profit 501(c)(3) Federally Qualified Health Center (FQHC) and abides by all applicable federal Drug-Free Workplace standards.