Director of Clinical Operations Organizational Relationships: Employee receives direction from the CEO and works cooperatively with patients, physicians and staff. Position Overview: The Director of Clinical Operations plans, directs, coordinates and monitors the operational, financial and personnel performance of the assigned clinical departments. Develops and implements department policies, strategic plans and objectives to assist in achieving the clinic s vision and goals. The role includes ongoing collaboration, communication and delegation utilizing shared decision-making with staff and multidisciplinary team members. The Director of Clinical Operations is responsible for promoting ongoing development of staff and for maintaining a professional environment in which staff can grow and develop. Working hours are generally weekdays between the hours of 8:00a.m. - 5:00p.m. Variations from these hours may be made based on the needs of the department. Education and Experience Required: Graduate of an accredited RN nursing and/or other medical field program. Baccalaureate degree in Business Management or related field is also preferred; 5 years of experience in a senior management position at a healthcare institution. Must possess a thorough knowledge of medical practice, and be dedicated to providing quality patient care and customer service. Demonstrate the ability to work well with others to accomplish goals through collaboration and teamwork. Excellent communication skills required. Note: This document is intended to describe the general nature and level of work performed. It is not intended to serve as an exhaustive list of all duties, skills and responsibilities required. 1 Director of Clinical Operations
Position Accountabilities: (The top five will be used in the annual performance review) 1. CARE Develops and implements strategies that achieve exceptional patient care that is safe, patient centered, effective, efficient, timely & equitable. Measures of Success Include: Patient outcome measures, safety measures and other relevant clinical quality indicators. 2. SERVICE Places a high priority on service and instills a service orientation in the clinical departments that results in an exceptional patient experience. Measures of Success Include: Patient satisfaction surveys, patient concerns, phone answering statistics and other relevant measures as developed from time to time. 3. PEOPLE Provides effective leadership, direction and engagement in the day to day management of clinical departments and clinical operations staff. Measures of Success Include: Employee engagement surveys, staff turnover rates, patient satisfaction, provider engagement, etc. 4. FINANCIAL Oversees the financial performance of the clinical departments to optimize revenue and ensure efficient and cost effective operations. Measures of Success Include: Financial targets are met in terms of department budgets and staff productivity levels. 5. GROWTH Identifies and implements strategies to enhance existing services and develops new services to meet community needs. Measures of Success Include: Achieves targeted growth in net revenues, visit volumes and meeting goals and timelines related to new program development. (1) Provide leadership & direction in day to day management of clinical departments and clinical operations staff. (2) Proactively develop policies & procedures that facilitate exceptional patient care, financial performance, and efficiency of clinical areas. (3) Possess the willingness to take an unpopular stand for the betterment of the clinic. (4) Be a catalyst and facilitator of change. (5) Assist with the interviewing, selection of, orientation and provide training opportunities for employees to ensure staffing needs are met. (6) Assure efficient utilization of financial and human resources. (7) Motivate and manage Clinical Operations Managers and department supervisors in collaboration with Clinical Operations Managers to ensure that performance standards 2 Director of Clinical Operations
are met or exceeded. (8) Prepare and conduct fair and objective performance appraisals for all assigned positions within the designated time frame. (9) Give timely and constructive feedback on performance; document all corrective counseling. (10) Demonstrate effective problem solving techniques; stating the problem; presenting problem solutions; and recommending effective solutions. (11) Communicate information and requests to and from employees and physicians to Administration. (12) Communicate with Administration regarding department operations. (13) Participate in physician recruitment and retention and support physicians by providing assistance with the achievement of revenue targets. (14) Responsible for Service Line Planning and financial management of the clinic(s) they serve, including providing input to Finance Department on budgeting. (15) Responsible for oversight of financial reports and product line profit/loss to the physician members of their divisions as needed. Work with Finance and become adept at extracting reports of activity/ production data. (16) Responsible for monitoring the quality and service standards in the clinic(s) they serve. (17) Works closely with the Director Team and Division Chair Physicians on operational and personnel issues. (18) Identify and evaluate the liability risks and implement effective Risk Management strategies for assigned departments. 3 Director of Clinical Operations
Leadership Expectations Organizational Alignment and Accountability 1. Visualizes the future and is able to establish/implement short and long range department objectives. 2. Actions reflect the mission and values of the Mankato Clinic, and is a positive role model. 3. Ensures consistent administration of Clinic policies and procedures and addresses employee performance issues in a timely manner. 4. Handles staff and/or patient concerns and problems effectively and in a timely manner. Continuous Improvement 1. Utilizes LEAN and A-3 principles to drive process and quality improvement efforts. 2. Develops/implements action plans to improve employee and/or provider engagement. 3. Facilitates positive change within the department. Coaching and Staff Development 1. Coaches and develops staff by providing continuous feedback. 2. Acknowledges staff for their contributions. 3. Possesses adequate knowledge of all technologies within their department. Open Communication 1. Communicates effectively and keeps staff informed. 2. Asks staff for input regarding changes. Financial Stewardship 1. Maintains overall department expenditures at or below budgeted levels. 4 Director of Clinical Operations
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Performance Expectations and Responsibilities for all Staff: Patient Centered Be respectful of patients, communicate in a caring manner and actively listen to their needs. Treat patients as I would want to be treated. Follow through and keep patients informed. Accountability Be accountable for the results of my own actions. Accept my mistakes and objectively learn from them. Promote a positive image of the Mankato Clinic through my words and actions. Actively participate in meetings, committees, leadership roles, and projects for the clinic. Familiarize myself with the Mankato Clinic policies and procedures and follow them. Teamwork Consider staff in all departments and locations at the Mankato Clinic as ONE TEAM. Treat co-workers in a respectful, dignified and courteous manner. Be flexible and open to change and growth. Be a team player and work together to solve problems and develop solutions. Be a positive role model, team member and leader. Recognize the unique gifts and talents in my co-workers and myself. Take initiative to help others when in need. Integrity Demonstrate the highest level of ethical and professional conduct. Maintain confidentiality of all clinic and patient information at all times. Communicate openly and honestly. Treat others with respect and not criticize colleagues or patients with my body language or words. Excellence Actively embrace all learning opportunities. Always make the patient experience the best possible and exceed expectations. Ensure the information I am communicating is accurate. Support and encourage innovation and continuous improvement. Take pride in myself and in all work I do for the Mankato Clinic. 6 Director of Clinical Operations
Customer Service Standards: Patients are at the center of all that we do every day. It is vitally important that we all approach our jobs at the Mankato Clinic with compassion, acknowledging patient s needs and concerns, in a respectful and reassuring manner, with empathy, always expressing our appreciation that they have chosen the Mankato Clinic as their healthcare provider. When each of us practices these behaviors, we create a welcoming, healing environment for our patients and their families and a work environment in which each of us feels valued and respected. First Impressions We CARE about our patients experiences; understanding that our patients initial contact with us is among the most important contact we make. Inspire confidence. Let patients know they are in good hands. Acknowledge every person you come into contact with by making eye contact, smiling, and greeting them appropriately. Be present in your contact and communication with patients and co-workers; avoid distractions. Always wear your name badge on your uniform top with name showing. Keep your work area tidy and ensure that your personal appearance is professional and appropriate at all times. Treat patients as partners in their healthcare experience. Be patient and understanding; listen with empathy and be sensitive to the needs of others. Every interaction with our patients is unique. Be in tune and don t underestimate the needs of our patients. Patient Communication We CARE about how we communicate with patients; ensuring that we are friendly, helpful, and professional at all times. Face to Face and Telephone Be approachable. Greet others in a welcoming manner with a smile, eye contact, and welcoming words. How we communicate should illustrate that we truly care. Be mindful of facial expressions, body language, tone of voice, and choice of words when speaking to a patient. Use words such as thank you, pardon me, it s my pleasure, good morning, good afternoon and certainly. Give your full attention to patients and maintain eye contact. Communicate in ways people can understand. Avoid jargon and check for understanding. Respect cultural and language differences. Communicate understanding, concern, and empathy. Value others time; keep them informed; make sure they know what to expect. Assure others that you are there to help them. Ask follow-up and clarifying questions to ensure that you understand their request Be friendly BEFORE you know who you are communicating with. Do not argue. Approach difficult conversations from a problem solving perspective 7 Director of Clinical Operations
Telephone Communication When answering the telephone, always use this greeting: Thank you for calling the Mankato Clinic department. This is, how may I help you? When putting callers on hold, always ask will you hold please and wait for confirmation. When you return to the line always say, thank you for holding When transferring a call, stay on the line and communicate all pertinent information to department before transferring the call. No blind transfers. Ensure all questions have been addressed before ending the conversation by asking Is there anything else I can help you with today? and then if speaking to a patient: Thank you for choosing the Mankato Clinic. Personal Contributions We CARE enough to look outside of ourselves to help others. Be our goodwill ambassador. No one is a stranger. Dignity, Privacy, Confidentiality We CARE about ensuring our patients confidentiality, Watch what you say and where you say it. Do not discuss patient information unless necessary Maintain confidentiality at all times. Treat others with respect and dignity. Treat everyone with the same care and empathy Teamwork We CARE about helping through respect, cooperation and support, we make each other stronger. Be respectful and speak positively of others. Let patients know they are in good hands. Attempt to solve concerns yourself before taking them to a supervisor. Collaborate with efforts to improve work processes. Take initiative in offering to help co-workers in order to ensure excellent patient care. Treat others as you want to be treated. 8 Director of Clinical Operations
Physical Requirements R = Rarely, less than 1 hour per day F = Frequently, 3-6 hours per day Blank = not required O = Occasionally, 1-3 hours per day C = Constantly, 6-8 hours per day PHYSICAL REQUIREMENTS Heaving lifting over 50 lbs. Moderate lifting 15-50 lbs. Light lifting under 15 lbs. Heavy carrying over 50 lbs. Light carrying under 15 lbs. Pushing/Pulling Reaching over shoulder Repetitive use of fingers/hands Walking Standing Squatting/Kneeling Sitting Repetitive bending Repetitive shoulder/neck movement Hearing VISION REQUIREMENTS Vision acuity near Vision acuity far Depth perception Peripheral Color vision R O F C Yes No Note: The above list identifies the primary physical and vision requirements of the job. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions. 9 Director of Clinical Operations