Job Summary

Directs ambulatory operations to optimize patient care and support organizational goals. Develops and/or directs strategy with stakeholders to identify factors contributing to business value. Assumes accountability for department performance targets. Aligns human resource management programs with KPs mission and values.. Directs survey readiness activities to maintain compliance with regulatory standards and prepares audit documentation. Oversees budget, expenditures and ensures overall financial performance meets expectations. Ensures standardized care delivery by partnering with physicians and other clinical leaders to align key care delivery initiatives across KP. Oversees the development and implementation of long-term plans, policies, and processes for data gathering and analysis. Aligns resources to ensure efficient assignment and utilization. Directs multidisciplinary clinical teams and designs comprehensive emergency preparedness programs. Directs improvements in operations and technology processes, defining standards for clinical teams to identify and address root causes, and implement solutions. Consults with senior and executive management to identify relevant performance metrics to monitor success of strategic improvement projects.

Essential Responsibilities

• Prepares individuals for growth opportunities and advancement; builds internal collaborative networks for self and others. Solicits and acts on performance feedback; drives collaboration to set goals and provide open feedback and coaching to foster performance improvement. Demonstrates continuous learning; oversees the recruitment, selection, and development of talent; ensures performance management guidelines and expectations to achieve business needs. Stays up to date with organizational best practices, processes, benchmarks, and industry trends; shares best practices within and across teams. Motivates and empowers teams; maintains a highly skilled and engaged workforce by aligning resource plans with business objectives. Provides guidance when difficult decisions need to be made; creates opportunities for expanded scope of decision making and impact.
• Oversees the operation of multiple units within a department by identifying member and operational needs; ensures the management of work assignment completion; translates business strategy into actionable business requirements; ensures products and/or services meet member requirements and expectations while aligning with organizational strategies. Gains cross-functional support for business plans and priorities; assumes responsibility for decision making; sets standards, measures progress, and fosters resolution of escalated issues. Communicates goals and objectives; analyzes resources, costs, and forecasts and incorporates them into business plans; prioritizes and distributes resources. Removes obstacles that impact performance; guides performance and develops contingency plans accordingly; ensures teams accomplish business objectives.
• Directs ambulatory operations to support patient care by: approving timelines and developing and/or directing strategy with stakeholders to identify factors contributing to business value; assuming accountability for department performance targets and aligning with market strategies;championing short- and long-term operational initiatives and directing program, services, and/or systems development; aligning human resource management programs (e.g., performance measurement and employee management) with KPs mission and values; directing continuous survey and compliance readiness activities, including mock rounds and mitigating issues, to maintain compliance and regulatory standards and reviewing prepared audit documentation, information, and reports; and leading the development of budgets for assigned areas (e.g., branch office, staffing, business services departments) and ensuring overall financial performance meets expectations.
• Ensures standardized care delivery by: partnering with physicians and other clinical leaders to align key care delivery initiatives across KP, providing oversight of all workstreams; assuming accountability for short- and long-term results and performance while ensuring guideline and regulation alignment for service lines or programs; driving cross-functional patient management resolution with internal and external leaders; anticipating and aligning resources in clinical areas to ensure appropriate assignment and utilization for service lines or programs; directing multidisciplinary ambulatory team(s) and holding team(s) accountable for performance; planning long-term strategic goals and designing emergency preparedness programs and ensuring the departments emergency preparedness and recovery plans are current and that managers and staff are trained and know what is expected during and after an emergency; and providing strategic direction to project teams leading initiatives and ensuring implementation, equitable distribution of resources, and delivery on objectives.
• Directs improvements to patient-centered operations and technology processes by: driving KP-wide internal and external strategic projects designed to remediate issues for impacted groups and improve quality, service, affordability, and/or operating efficiency; ensuring clinical teams use standardized tools to identify root causes for escalations, making recommendations, and implementing solutions to improve the performance of operations system processes; and consulting with senior and executive management to identify relevant performance metrics to monitor the success of strategic improvement projects.
  
  

Minimum Qualifications

• Minimum two (2) years of experience managing operational or project budgets.
• Minimum two (2) years of experience in a leadership role with direct reports.
• Minimum five (5) years of customer or member/patient service experience.
• Bachelors degree in a business, nursing, health care, or directly related field AND minimum seven (7) years of experience in business operations, clinical health care, or a directly related field OR Minimum ten (10) years of experience in business operations, clinical health care, or a directly related field.
  
  

Additional Requirements

• Knowledge, Skills, and Abilities (KSAs): Change Management; Business Process Improvement; Compliance Management; Confidentiality; Health Care Compliance; Maintain Files and Records; Financial Acumen; Human Resources Systems; Workforce Planning; Conflict Resolution; Stakeholder Management; Legal And Regulatory Requirements; Calendar Management; Microsoft Office; Health Care Quality Standards; Information Systems; Union Work Environment; Training