Director Of Operational Improvement

JOB SUMMARY:

The Director is responsible for leading and executing on organization-wide process improvement, initiatives, training, and interventions that support operational excellence and enables the provision of high-quality care and a consistent, seamless, and exceptional patient experience. The Director will provide leadership in the identification, prioritization, development, oversight, and execution of operational projects. The Director is responsible for developing and supporting an organization-wide patient experience program that ensures our patients’ experience aligns with our mission, vision, and values.

JOB RESPONSIBILITIES:

• Identifies trends in operational performance and improvement areas and proposes recommendations/ action plans to senior leadership
• Works collaboratively with the training team to strengthen customer service training and identify specific communication skills needed for effective, culturally appropriate and empathetic communication with patients, families and coworkers.
• Provides ongoing, direct feedback to management regarding implementation of process changes to achieve and sustain efficient, effective operational workflows and patient experience best practices. Anticipates and escalates execution risks to management
• Develops, leads, implements, monitors and supports enterprise-wide operational improvement strategies and projects that enable high-quality care and continually improve the overall patient, family, provider and staff experience
• Engages cross-functional groups of take holders to develop workflows and resolve problems.
• Serves as a key resource in the deployment and implementation of new strategies, processes and technologies, specifically related to operational workflow, process improvement and patient experience
• Actively engages with physician practices and ancillary units to assess process improvement needs; works with Directors of Operations and managers to implement improvement activities
• Identifies resistance and barriers to change; addresses issues appropriately to facilitate and sustain improved operational and patient satisfaction outcomes
• Reviews patient experience results with leadership and makes recommendations for improvement in performance/results
• Other duties as assigned
• Oversees the operations of patient experience data reporting and internal education about patient satisfaction survey data utilizing the patient satisfaction tool
• Leads and facilitates Lean process improvement activities to drive ideas and solutions
• Monitors patient experience change efforts and evaluates results.
• Actively engages with leadership to provide project and improvement updates
• Assists in the oversight and of implementation of Women’s Care and Physician Business Services policies and procedures. Works effectively and consistently within established policies

QUALIFICATIONS:

• Bachelor’s degree required; Masters preferred
• Knowledge of physician practice workflows and roles
• Excellent written and verbal communication skills
• Proven ability to analyze, problem-solve, adapt, delegate, negotiate, and tolerate while effectively communicating, planning, and organizing all with attention to detail
• Knowledge of eCW and associated workflows preferred
• Minimum 3 years’ experience in process improvement or a change agent role required
• Minimum 10 years’ healthcare management experience required
• Certification in Lean Six Sigma Green and/or Black Belt required; appropriate experience may be substituted for certification requirements

INTERACTIONS/WORKING CONDITIONS:

• Ability to relate well to patients, providers, employees, and other professionals. Must be dedicated to the vision and goals of Women’s Care. The employee must have the ability to understand Women’s Care goals and work to support achievement of these goals both independently and as a member or leader of teams and work groups. Must be able to describe and explain Women’s Care’s organizational goals and assist unit leadership with setting and achieving unit-level goals. Exhibits confidence to advocate on behalf of units. Must have the ability to remain calm and exhibit tact in stressful and/or delicate situations. Must have the ability to handle confidential issues with discretion

PHYSICAL DEMANDS:

• Requires full range manual and finger dexterity and eye-hand coordination. Requires normal visual acuity and hearing.

Women’s Care, founded in 1998, is a leading women’s healthcare group in the United States, dedicated to providing the highest quality of care for women through their reproductive years and beyond. With 110 locations and over 400 OB/GYNs and specialists across the country, Women’s Care provides comprehensive patient care in obstetrics, gynecology, gynecologic oncology, urogynecology, gynecologic pathology, breast surgery, genetic counseling, maternal fetal medicine, laboratory services, and fertility.

Women’s Care has grown tremendously through the years and expects to accelerate its growth with plans to expand rapidly into new markets across the U.S. With the commitment of our employees, we remain true to our mission of ‘Improving the Health of Women Every Day.’ At Women’s Care, we CARE about our patients, and we stand by our values.

Compassion & Empathy: Treating patients like valued friends and family

Accountability: Taking responsibility for our actions and behaviors

Respect: Acting respectfully in every interaction

Excellence & Quality: Providing the safest, highest quality of care

We are looking to grow our team with equally value-driven professionals who are passionate about using their skills to further our mission. We value our employees just as we value our patients, and we prioritize advantages like work-life balance, employee engagement, and other incentives to help you be your best. Now is a great time to join our team!