Director Of Integrated Services

The Director of Integrated Services oversees day to day clinic operations, directs service optimization across all health center sites to meet departmental goals and objectives and facilitates strategic development of non-primary care service lines including Chiropractic, Optometry, Acupuncture, Nutrition, Mobile Health Services and School-Based Health Centers. This role manages key processes and systems involved in delivering diverse services and is responsible for program management and evaluation in collaboration with key providers, clinical directors and managers. This role also assists the COO with projects involving expansion into new service lines and care sites.

Areas of Responsibility:

Administrative:

• Ensure adherence to PHC policies, procedures, and standards regarding: quality improvement, customer service, patient access, productivity, confidentiality, management of electronic medical records, billing, and facility needs
• Oversee administrative functions such as HR and payroll updates to support staff transitions and change roles, FTE or locations etc.
• Ensure sustainability of diverse programs and services by monitoring clinical and operational performance goals across all sites in the Wellness and Integrated Services departments
• Responsible for planning and coordination of Wellness and Integrated Services to include Chiropractic, Optometry, Acupuncture, Nutrition, Mobile Van, and School-Based Health Centers.
• Develop, review and update policies, procedures, consent forms, processes and systems, management, training and evaluation plans that help support efficient clinic workflows, productivity, quality improvement and customer service.

Staffing and Scheduling:

• Oversight of the hiring, termination and staffing of all operational positions in the Wellness and Integrated Services departments
• Work with the Volunteer Coordinator in development of volunteer opportunities and consequential assignment and supervision of volunteers
• Ensure support staff maximize productivity and quality care through tracking Wellness and Integrated Services staff engagement, metrics and efficiency
• Develop, analyze, monitor and present data and reports as relevant to clinical directors and operations directors
• Participate in daily, weekly, and monthly meetings as assigned by the Chief Operations Officer and as required by the workflow needs of Wellness and Integrated Services departments
• Create a standardized plan for staff performance and accountability
• Oversee medical assistant (MA) roles and responsibilities to support the diverse needs in departments
• Collaborate with clinical and operations directors, managers and providers participating in relevant programs and services
• Act as an advocate to ensure utilization and maximization of space to accommodate Wellness and Integrated Services efficiency and growth
• Manage and streamline appointment schedules and workflows to achieve targeted goals for Integrated Programs and Wellness department
• Act as an on-demand resource and mediator for managers and supervisors when engaging with staff over performance concerns
• Manage and coach managers, supervisors and the Assistant Director of Integrated Services
• Organize staff performance conversations and assist in performance evaluations and programs

Quality Improvement and Compliance:

• In collaboration with key clinical providers, operations directors, and organizational-wide managers, ensure an excellent patient experience
• With support from Informatics, invent, collect, organize and summarize data reports for performance measurement, internal and external reporting and decision-making. Work closely with leadership teams to ensure target measures and initiatives supporting the organizational strategic plan are met
• Facilitate process improvements in patient access measures, clinic flow, patient experience and population health-based initiatives across the organization with a focus on Wellness and Integrated Services

Program Development and Evaluation:

• Create business plans to enhances existing services and to support the development of emerging and integrated programs and services
• Participate in ongoing meetings, conferences and workshops to gather new information for the purpose of sustaining and improving integrated services and programs
• Continually evaluate and monitor metrics for a full portfolio of offerings to ensure ongoing program develop and patient needs are being met and in compliance with regulatory standards
• Coordinate marketing to create and update promotional materials for internal and external stakeholders
• Build resources appropriately for the efficient functioning of integrated clinical services in Wellness and Integrated Services to optimize participation and reimbursement for services
• Represents PHC in partner local, state and national collaborations, committees, consortia and conferences
• Direct internal and external communication regarding new and existing Integrated Programs and Wellness services and programs
• Support grant opportunities in order to the scale, reach and scope of integrated programs and services
• Collaborate with Senior Management Team to establish current and future needs of the organization to operationalize new and integrated programs
• Lead the program evaluation of diverse service lines and programs to measure programmatic reach and outcomes

Financial Responsibility:

• Keeps abreast of new and revised billing and reimbursement methods and practices to optimize revenue
• Coordinates with finance and billing department to ensure efficient and compliant billing practices
• Track and approve operational expenses within budget guidelines
• Develop budget strategies for programs and services based on PHC’s strategic plan, and develop the budget in collaboration with clinical directors, CMO and COO

Additional Duties

• Additional duties as assigned by the COO or Senior Leadership Team.

Education/Experience:

• Two to Four (2-4) years of administrative experience
• Capacity to train and mentor others with superior interpersonal skills achieving results through a collaborative effort
• Strong communication skills to effectively communicate with patients, providers, staff, directors and outside vendors is required
• Familiarity with quality and process improvement methodology
• Effective problem solving and ability to analyze and use data for decision making
• Ability to embrace and manage diversity to build and maintain successful teams
• Bachelor’s degree in related field required; Master’s degree preferred
• Minimum of (5) years of directing health programs or clinical services
• Effectively interact with people and develop positive relationships while being tactful, respectful, and direct in communication
• Experience related to achieving large project and initiative goals
• Ability to work flexible and extended hours and travel between sites as needed

Desired Skills:

Knowledge of:

• Principles, procedures, methods and techniques in health care
• Knowledge of and experience in providing patient education on a multitude of subject matters
• Knowledge of program evaluation
• Universal precautions and infection control practices
• Knowledge of health insurance and related documentation
• Knowledge of CLIA
• Basic management practices and principles
• Pertinent Federal, State and local laws, codes, and regulations regarding health care
• Principles and procedures of medical record keeping

Licenses and Certifications:

• Must have, and maintain, a current CPR certification
• Maintain certifications and licenses according to scope of practice and requirements for training
• Must have possession of, or ability to obtain, an appropriate, valid California driver’s license

Language Skills: Ability to effectively present information and respond to questions and requests from patients, coworkers, and others as necessary. Ability to effectively communicate direction, instruction, and guidance to Medical Assistants, Referral Coordinators and Medical Records Clerks. The ability to communicate collaboratively with providers and center partners.

Visit https://phealthcenter.org/careers/ for full job description, benefits, and more information about our organization.