Job Details

University of Michigan Health-West (Formally Metro Health) is looking for two Market Director of Operations for:

- Specialty Care
- Primary Care

The Market Director of Operations is charged with overseeing the operational aspects of ambulatory clinics and ancillary facilities associated with their scope of responsibility. This entails supervising direct report management personnel and collaborating closely with all other RMG management functions and centralized corporate functions supporting the RMG.

Essential Functions and Responsibilities:

1. Triad partner with the Market Medical Director (MMD) and Market APP Lead (MAL) to achieve effective and efficient regional medical group (RMG) ambulatory clinic operations.
2. Maintain a consistent and productive culture across responsible departments that prioritizes collaboration, respect and accountability.
3. Collaborate with Michigan Medicine (MM) and University of Michigan Medicine Medical Group (UMMG) operations leaders and academic clinical department administrators to implement strategic alignment and best practices across ambulatory clinic operations.
4. Evaluate opportunities for clinical integration and patient centeredness consistent with the mission, vision, values and goals of the health system. Identifies and develops new business opportunities and practice marketing strategies.
5. Support identification and implementation of strategies for responsible departments’ services quality, growth, and expansion.
6. Responsible for achieving responsible departments’ annual operating budgets and performance measure expectations associated with the ambulatory clinic operations.
7. Support the RMG President and CAO to identify RMG location and service expansion opportunities, contribute to feasibility planning, and lead implementation of approved plans.
8. Support the operational integration of future medical groups and ambulatory practices into the RMG.
9. Support the ambulatory clinic operational implementation of UM-H Corp and Michigan Medicine patient quality and safety programs, compliance programs, population health programs, and other initiatives that impact clinical operations.
10. Enhance employee engagement and fosters a culture of collaboration and enthusiasm, with commitment to patient-centered, top-of-license, team-based care.
11. Embraces the importance of system collaboration and works effectively with RMG departments, UM-H Corp Hospital Leaders, Department Administrators, colleagues and senior management to achieve system goals.
12. Leadership & Strategy
    1. Support the development and execution of responsible departments’ strategies and initiatives that are in alignment with health system goals.
    2. Execute ambulatory clinic and ancillary facility-related strategies and initiatives.
    3. Utilize appropriate industry operational benchmarks to establish performance standards to drive continuous improvements.
    4. Provide direction, guidance, and leadership over ambulatory clinic and ancillary facility operations that results in effective provider and employee teamwork and motivation.
    5. Encourage and support diverse views and approaches, demonstrate Standards of Respect, and contribute to creating and maintaining an environment of professionalism, respect, tolerance, civility and acceptance toward all providers, employees, patients, and visitors.
    6. Integrate diversity into operational process, such as hiring, promotions, training, vendor selections, etc.
    7. Promote collaboration and communication among all employed providers, affiliates and community providers.
13. Operations
    1. Optimize current responsible departments’ operations, finances and customer service levels; develop and execute a plan which leverages a cohesive infrastructure to support an effective practice management model.
    2. In partnership with Human Resources, lead efforts to recruit, attract, develop and retain the best talent increasing staff and provider engagement and overall performance and satisfaction.
    3. Ensure accountability for regular (daily/weekly/monthly) two-way communication at the practice level with actionable, accurate and timely reporting on key performance metrics including productivity and quality.
    4. Establish an administrative structure to provide ongoing support to provider practice operations and future growth plans for responsible departments.
    5. Coordinate, implement and operate processes to ensure responsible departments maximize incentive-based initiatives including network utilization, meaningful use, value-based purchasing, and other governmental and private payor programs.
    6. Develop and maintain operational customer service and quality metrics for ambulatory clinic operations that optimize results.
    7. In partnership with the RMG leadership, optimize RMG financial outcome metrics.
    8. Deploy ambulatory clinics and ancillary facilitates in locations that provide growth of market share and community coverage.
    9. Support the ongoing assessment of provider compensation model(s) and recommend modifications that align compensation policies with the provision of high-quality care and expected productivity.
    10. In partnership with Physician Recruiting & Contracting, oversee provider employment contract management, which includes contract renewal management and compliance with regulatory standards.
    11. Work closely with Corporate Finance Leadership on the oversight of professional fee revenue cycle functions including physician billing services, ensuring appropriateness and timeliness of reimbursement, maintenance of policies and procedures related to professional fees, billing practices and data standards within the ambulatory clinics; monitor performance of internal billing processes.
    12. Work closely with Corporate IT Leadership in the implementation and ongoing operation of the electronic medical record (EMR) system for care coordination records of patients.
    13. Work closely with Corporate Public Relations and Marketing Leadership to further brand the assigned departments in the market and to ensure a consistent patient experience.
14. Patient Safety, & Performance Improvement
    1. Participate in performance improvement and patient safety initiatives and demonstrate the use of quality improvement in daily operations.
    2. Support the response to patient safety risks and close patient safety performance gaps as they relate to ambulatory clinic operations.
    3. Ensure ambulatory clinic operations comply with established policies, quality assurance programs, safety and infection control policies and procedures.
    4. Support increasing the quality of care through continuous improvement programs.
    5. Ensure ambulatory clinic and ancillary facility compliance with all health and safety regulations and requirements.
15. Performs other duties as assigned. These may include but are not limited to: Maintaining a current knowledge base of department processes, protocols, and procedures, pursuing self-directed learning and continuing education opportunities, and participating on committees, task forces, and work groups as determined by management.