Director, Clinical Operations

At Memorial Hermann, we pursue a common goal of delivering high quality, efficient care while creating exceptional experiences for every member of our community. When we say every member of our community, that includes our employees. We know that when our employees feel cared for, heard and valued, they are inspired to create moments that exceed expectations, while prioritizing safety, compassion, personalization and efficiency. If you want to advance your career and contribute to our vision of creating healthier communities, now and for generations to come, we want you to be a part of our team.

Job Summary

Serves as a clinical triadic partner with the Regional Director of (Business) Operations and Associate Vice President of Medical Operations to advance the Triple Aim in the assigned region by improving the patient experience of care including quality & satisfaction, improving the health of the population served, and reducing the per capita cost of healthcare. Provides clinical direction to the business operators, providers, and all clinical staff in the assigned ambulatory setting. Responsible for ensuring that quality patient care is provided in respect to policies, procedures, established clinical practices, and all applicable regulations

Job Description

Minimum Qualifications:

Education: Bachelors Degree in Nursing required; Masters Degree preferred

Licenses/Certifications: Active Texas Registered Nurse (RN) licensure and BLS is required; infection control and BLS instructor certification is preferred.

Experience / Knowledge / Skills:

• Five (5) progressive years in clinical patient care settings required; specialty experience is preferred

• Able to multi-task multiple ambulatory sites in the assigned region.

• Experience in quality, patient safety, infection control, EMR workflow, internal/external clinical audits, and regulatory compliance.

• Ability to travel.

• Demonstrated computer literacy and proficiency in MS Office Products.

Principle Accountabilities:

• Serves as a clinical triadic partner with the Regional Director of (Business) Operations to advance the triple aim in the assigned region by improving the patient experience of care including quality & satisfaction, improving the health of the population served, and reducing the per capita cost of healthcare.

• Provides clinical oversight over the clinic clinical staff. Clinical Team Leads and Clinical Coordinators directly report to the Regional Director of Clinical Operations and the medical assistants and nurses indirectly reports to the DCOs. Hires Clinical Team Leads and Clinical Coordinators as needed.

• Oversees the implementation of all state/federally required regulatory standards throughout the assigned clinical environments in the region (EPA, OSHA, CLIA, Radiation, Office Safety, HIPAA, Department of Health, and CMS).

• Implements and sustains changes in clinical standards, regulatory requirements, and system initiatives; maintains awareness of decision making impact, both upstream and downstream; serves as a catalyst for system improvements within the department; embraces changes and acts as a change agent; demonstrates innovative thinking and creative problem solving; utilizes appropriate decision making strategies including: influence, command, consultative, or consensus.

• Leading, directing, and supporting strategic and clinical operational initiatives for assigned service lines and working in collaboration with business and medical teams in accordance with established goals and benchmarks. Addresses the safe and appropriate clinical staff by role support per specialty. Works with schools and staffing agencies to ensure we develop and have trained competent clinical staff.

• Reviews budgetary cost and quality analysis on clinical equipment for implementation. Addresses clinical workflows with billing of tests/tasks ensuring revenue capture. Leads population health quality gap closure metrics strategies ensuring revenue capture and maximizes productivity. Conducts MSSP audits and other quality audits as needed ensuring revenue capture.

• Champions, educates, and embeds the concepts of quality, employee and patient safety, infection control throughout the assigned region, including optimizing clinical workflow and performing clinical audits to include advancing performance improvement opportunities.

• Attends internal and external meetings throughout the assigned region related to clinical operations, quality, patient safety, infection control, clinical workflow, and/or special projects as assigned.

• Executes special projects as assigned throughout the assigned region (quality improvement projects, patient portal, EMMI, electronic medical record, clinical practice analysis, patient satisfaction, etc.) including researching, analyzing data, and formulating results/summaries and implementing recommendations.

• Provides subject matter expertise and tactical execution advice to MHMG business operators and providers in the areas of clinical operations, quality, safety and risk by exhibiting a thorough knowledge of policies, procedures, and legal responsibilities of ambulatory environments.

• Collaborates with business operational leadership, providers, and direct care staff with clinical issues and works with them toward clinical operational efficiencies in the assigned environment of care.

• Works with practice managers to provide clinical staff continuing education, including applicable in-services. Serves as a mentor and coach for the clinical workforce segment.

• Communicates and maintains effective interpersonal relationships with physicians, patients, and other healthcare team members. Facilitates a team effort in the delivery of safe and quality care and customer satisfaction. Demonstrates an ability to interact with all members of the healthcare team and administrative staff in a professional and courteous manner. Is responsible for building relationships that gain alignment for clinical support from superiors and peers.

• Develops and evaluates clinical office standards through the development of policies, procedures, and protocols. Facilitates development and implementation of new clinical programs and services and identifies opportunities to enhancing existing revenue development; and accountable for key work process design and creation of work culture that results in high reliability

• Manages minor incident log for APRN, RN, LVN which is tracked for the Nursing Peer Review Committee

• Ensures safe care to patients, staff and visitors; adheres to all Memorial Hermann policies, procedures, and standards within budgetary specifications including time management, supply management, productivity and quality of service.

• Promotes individual professional growth and development by meeting requirements for mandatory/continuing education and skills competency; supports department-based goals which contribute to the success of the organization; serves as preceptor, mentor and resource to less experienced staff.

• Demonstrates commitment to caring for every member of our community by creating compassionate and personalized experiences. Models Memorial Hermann's service standards by providing safe, caring, personalized and efficient experiences to patients and colleagues.

• Other duties as assigned