Director of Performance Operations
Job Code: DI3076
ABOUT US
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.
JOB TYPE:
Classification: Exempt
Supervises Positions: Yes
JOB SUMMARY
The UVA Community Health (UVA CH) Medical Group Director of Performance Operations oversees business functions that support the ambulatory and acute care operations. These functions and/or teams include but are not limited to:
Operational Excellence. Includes operational analytics and benchmarks, project management, performance improvement, training and development Operational Infrastructure. The Director partners on facility development and contracted services management Patient Access and Experience. The Director of Performance Operations is responsible for ensuring the key business functions of Patient Access and Patient Experience operate efficiently and effectively to support the delivery of the highest quality, compassionate and accessible care to patients through oversight of and partnership with Medical Group Operations.The Medical Group Director of Performance Operations 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 Performance Operations will provide project oversight and management 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.
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. 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: 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 leadership and data analytics experience. Three Years of Experience Required – Three years of healthcare experience required. Preferred – Physician practice leadership experience, ambulatory setting analytics
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.
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