The Director, Region Operations is accountable for the overall business management of multiple home health and/or hospice branch locations throughout the region/division. Responsible for the development of new programs to meet the needs of the community. Acts as a liaison with the administrative staff of any affiliated health facility. Assumes a sales function for gaining additional business opportunities outside current affiliations.
General Responsibilities
1. Supports CommonSpirit Health at Home's mission to make the healing presence of God known in our world by improving the health of the people we serve, especially those who are vulnerable, while we advance social justice for all. Our mission aligns and supports that of our parent health system; supports CommonSpirit Health and CommonSpirit Health at Home's values, strategic goals and high standards of customer service; consistently lives People First Behaviors; and follows the policies and procedures of the organization.
2. Adheres to the Corporate Compliance Program, including confidentiality of HIPAA protected health information. Maintains confidentiality of patient information.
3. Creates an "expectation of excellence" and manages performance of direct reports to maximize the value of employee' contributions towards organizational success.
a. Establishes strategically aligned goals with staff.
b. Encourages and creates opportunities for continuous improvement of employees by providing frequent coaching, mentoring and accurate performance feedback.
4. Provides direction and support to employees to deliver quality services with a focus on organizational success.
a. Recruits and retains qualified, productive and customer-focused employees.
b. Interviews, hires and orients new hires as appropriate.
c. Monitors recruitment and retention activities and costs.
d. Ensures appropriate staffing levels are maintained.
e. Provides fair and equitable treatment of all employees.
f. Maintains positive staff morale, observable through team spirit, a sense of belonging and recognition of accomplishments.
g. Provides education and training for employees in support of career goals and the organization's mission and strategies.
h. Creates a high performing work environment characterized by transparent and open communication, mutual trust and respect.
5. Supports and promotes department, branch and organization decisions.
Region Director, Operations
1. Participates with Region and divisional leaders to provide strategic and operationally effective leadership and fulfills the role of acting branch Director, Market Operations during vacancies within the division and mentors new Director, Market Operations regarding policies, practices, etc.
2. Collaborates as part of the Health at Home divisional cross functional team that includes, but is not limited to, RDCS, RDO, Sales and DVP, to develop and implement the annual strategic plan for the division, as well as each individual CS market, that aligns with and supports the larger Health at Home strategic plan as well as the National Strategic plan for the organization.
3. Participates in the development and implementation of short-term (quarterly) and long-term (annually) strategic plans which support quarterly business plans developed at the branches and supported by the organization. Responsible for the revision of goals and plans per quarter as agreed upon with the Divisional VP, Operations
4. Responsible for successful financial operation of the branches. Participates in the development of operating budget; responsible for annual budget; P & L management; A/R and billing issues. Reviews statistical and financial reports and develops plans and revises, as needed to meet or exceed financial goals.
5. Responsible for business growth, including sales and marketing strategies for obtaining revenue goals to meet required number of face-to-face sales calls every week as indicated by Region VP, Operations.
6. Ensures the branch's compliance with governmental standards and regulations for licensure and certification. Serves as an ex-officio member of the Quality Assurance and Performance Improvement (QAPI).
7. Oversees and monitors patient care services delivered. Assessespatient experience surveys results and implements plans to improve and assesses plans monthly. Reevaluates as necessary.
8. Responsible for recruitment and management of staff and the implementation of policies and programs to ensure customer satisfaction.
9. Responsible for obtaining accurate annual market studies and submitting appropriate recommendations for bill and pay rate changes.
10. Responsible for quarterly branch review, including the assessment of branch performance and branch opportunities. Review with Region VP, Operations and Chief Operations Officer.
11. Responsible for leading employee staff meetings to assure good communication with branch staff about marketing opportunities, referral, conversion rates, patient census, discharges, A/R, recruitment, advertising, etc. Meeting minutes kept in each branch.
12. Responsible for bi-monthly review of A/R and follow-up on A/R, out>120 days, as well as on-going communication with Region Vice President and reimbursement department.
13. Responsible for management of KPIs, SHP/CMS quality improvement indicators, HHRG/Case mix weight.
14. On-going ability to coach and motivate staff. Assists staff through change with a positive attitude.
15. Knowledgeable of organization's accrediting body standards, home care/hospice policies and procedures, Federal, State and County rules and regulations, ability to apply to daily operations
16. Interacts with and seeks assistance of the organization to benefit business activity within branches. Acts as a liaison between branches and the organization as necessary.
17. Oversee Quality Assessment Performance Improvement (QAPI) program support to ensure QAPI education and activities are performed and adequate resources are provided to ensure improvement plans are initiated and evaluated for effectiveness.
18. All other duties as assigned.
Required Education: Current RN/PT license in good standing to practice in the state(s) is required.
Required Minimum Experience: Three years Clinical Home Care clinical experience is required both in MCR/MCD. Three years management experience.
Required Minimum Knowledge, Skills, and Abilities: Excellent and ongoing knowledge of Federal and State regulations and ACHC standards. Experience in establishing and maintaining behavior and performance expectations. Computer knowledge and skill. Ability to travel on regular basis; overnight travel as needed. Must have valid driver's license, auto liability insurance according to company policy. Ability to perform Director, Clinical Services' duties temporarily as needed. Overall understanding and ability to lead office operations in the absence of the Director, Clinical Services or Director, Operations. Excellent organizational, time management and administrative skills, including the ability to set priorities, manage multiple demands effectively, use good judgment, as well as work independently and interdependently to achieve positive and timely results. Demonstrate ability to effectively lead, train, develop, evaluate and manage associates. Ability to interact with all levels of associates and management using superior interpersonal and influencing skills and communicates with optimism.
Preferred Education and/or Experience: Bachelor's degree and/or Master's degree. One year hospital nursing experience. Director, Clinical Services or Director, Operations experience. Experience in performance improvement philosophies and measurement systems.
