Director Centralized Services

About Us

At Cooper University Health Care, our commitment to providing extraordinary health care begins with our team. Our extraordinary professionals are continuously discovering clinical innovations and enhanced access to the most up-to-date facilities, equipment, technologies and research protocols. We have a commitment to its employees by providing competitive rates and compensation, a comprehensive employee benefits programs, attractive working conditions, and the chance to build and explore a career opportunity by offering professional development.

Discover why Cooper University Health Care is the employer of choice in South Jersey.

Short Description

The Director of Centralized Services

• Ambulatory Operations shall improve the overall health of the communities we serve through leading and supporting a centralized extended care team to support medical practice providers in a standardized, coordinated, efficient, and proactive fashion to achieve population health management and continuous improvement of access as follows:

Oversees and ensures smooth operations of the Centralized Services team including but not limited to:

Centralized Staffing Office Centralized Call Center (non-appointments) Centralized Support for non-patient facing operations Centralized Community Vaccination and Testing Centralized Electronic Health Record Training and Optimization

Centralized Training Programs

Develops, plans, and implements operational departmental goals, objectives, personnel, resources, and equipment related to:

• Test results

• Faxing

• Clinical triage

• Scanning

• Forms

• Record requests

Other non-patient facing work as identified

Analyzes clinical and administrative gaps and expansion opportunities in existing services aligned with new centralized programs.

Serves as the primary liaison with Information Technology, Operations, Patient Access Center, Clinical Leadership, Quality Improvement, Process Improvement, Population Health and Finance teams to implement centralized strategies aimed at supporting seamless and timely delivery of care, population health, and medical practice management.

Supports the operational delivery of value-based care quality and incentive measure performance across the system.

Innovatively increases productivity, efficiency, reduces costs or increases revenue while linking clinical services that can be best implemented from a centralized and standardized service.

Responsible for the development, training, and implementation of all new Centralized Services workflows in conjunction with other clinical leaders.

Responsible for carrying out the above duties with the objective of meeting the quadruple aim: better health outcomes, reduced costs, improved patient experience, and improved care team experience while adhering to the value of health equity.

Assist with standardization of staffing model particularly for all roles (RNs, LPNs, MA, CPS, PSR, Managers), including working with sites to understand where gaps and surpluses exist in staffing to meet patient needs.

Work with chronic disease teams and care gap teams on project implementation that includes roles and responsibilities of administrative, nursing and clinical staff (e.g., Care Gap closure)

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Accountable for the management of clinical and business operations of assigned sites, including the delivery of quality clinical services, improving patient experience, materials management, software implementations, regulatory compliance, equipment maintenance, environment of care, and facility management, making themselves or designee available after hours for emergent issues such as facility or operational issues due to weather or other unforeseen circumstances.

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Supports the strategic direction of Ambulatory Operations as well as the Institute's growth playbook by operationalizing new programs and growth initiatives.

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Exemplifies the Cooper University Health Care core values of inclusion, compassion and excellence.

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Partners with physicians, clinical personnel and administrative leadership within their assigned areas of the health system to remove barriers to success and achieve local and organizational goals.

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Provides strong, effective, goal-oriented leadership to direct and indirect reports

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Establishes, cascades and meets goals, objectives, policies, procedures and systems for all operational areas within span of control.

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Develops, coordinates, and maintains standardized work procedures and policies to improve efficiency and effectiveness across Ambulatory Operations.

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Coaches, develops, educates, mentors, and holds accountable direct reports as well as fosters an environment of trust throughout their areas of responsibility.

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Hardwires and validates leadership tools such as leader rounding on patients, employees, and providers and practices reward and recognize of key behaviors

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Creates quarterly goal action plans focused on meeting annual role-specific and organizationally driven goals.

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Performs data reporting and analysis to drive decision-making within span of control geared towards meeting organizational goals.

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Participates in professional development activities and maintain professional affiliations.

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Performs all related duties and/or special projects as assigned/required.

This description is not intended to contain an exhaustive list of duties and responsibilities that the employee may be required to complete. There may be other duties as assigned.

Experience Required

Experience

Required

Preferred

Special

Considerations

Experience

Required

Preferred

Special

Considerations

0-2 years

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6-10 years

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3-5 years

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10+ years

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Special Considerations

Explained (if needed):

Education Requirements

Education

Required

Preferred

Special

Considerations

Education

Required

Preferred

Special

Considerations

High School / GED

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Bachelor's Degree

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Vocational / Technical School

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Master's Degree

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Associate's Degree

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Doctorate Degree

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Field of Study (Please Note)

Masters in Health Administration or Masters in Business Administration

Special Considerations

Explained (if needed):

License/Certification Requirements

Licensure, Certification, and Registration

Required

Preferred

Special

Considerations

LSSGB or LSSBB Preferred

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Epic certification

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Special Considerations Explained

(if needed):

Special Requirements

Skills / Qualifications

Required

Preferred

Communication

• Ability to communicate with patients, visitors and coworkers

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Experience with EPIC

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Experience with NCQA, HEDIS and related quality metrics preferred.

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Minimum 2+ years experience in acute and ambulatory operations leadership, clinical staffing, call centers at a manager level or above. A combination of education, experience and background may also be considered.

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Working knowledge of regulatory requirements in an ambulatory setting in HIPAA, Quality and Patient Safety(,CMS, TJC, DOH,CLIA etc.)

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Strong knowledge of principles and practices of business/medical administration, financial management and relationship management

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Demonstrated excellence in customer service and patient experience and operational improvement within the ambulatory setting.

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Excellent organizational, written and verbal communication skills, comfort in communication with all levels of personnel.

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Knowledge and ability to optimize electronic health record in order to monitor key practice statistics, patient access metrics and clinic operations

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Demonstrated experience in improvement of assigned areas outcomes through creative and sustainable tactics

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