Director Operation Excellence

The Director of Operational Excellence reports to the Chief Quality Officer (CQO) and is responsible for leading all Connecticut Children's Continuous Improvement and Project Management activities to ensure the movement of the organization toward a culture of operational excellence. This person is responsible for the development and implementation of CC's PI and PMO strategies in collaboration with the Executive Management Team.

The Director of Operational Excellence plays a key role in the development and nurturing of a culture of quality improvement and implementation science throughout the organization including all programs throughout our care alliance partners and satellite locations. The Director will make decisions that reflect the contributory role of nursing, pharmacy, physicians, other providers, other team members and leadership and is responsible for providing improvement recommendations relative to the CI and PMO functions of the organization.

This leader plays a key role in the organization's commitment to operational excellence as an approach to assess and improve the quality of healthcare services delivered. The Director will also serve to evaluate the leadership systems and process issues and facilitate necessary improvement.

• Assists and supports executive team in defining and executing organizational goals and strategic plans.

• Has oversight of complex, multi-departmental improvement projects in the areas of service excellence, quality and safety, operational efficiency, cost management and clinical care redesign.

• Enhances the organizational competency of quality improvement and implementation science.

• Works with the team members to educate and support activities and initiatives related to improvement science and project management.

• Leads the evolution and delivery of Organizational Excellence Programs along with the Senior Organizational Excellence Coach and the Chief Quality and Patient Safety Officer

• Manages and develops the Continuous Improvement and Project Management staff.

• Mentors team members in the principles and practice of quality/safety and process improvement including mentorship for improvement initiatives.

• Maintains awareness and responsiveness to relevant changes in the healthcare industry.

• Provides distinctive technical/functional expertise and leadership for the organizational objectives

• Leads the strategic improvement initiatives around the organization through coaching others in PDSA cycles, continual improvement (Lean) and other performance improvement modalities to drive improvements in safety, quality and efficiency.

• Incorporates statistical process control charts to track data and identify priorities and initiatives. Empowers team members to improve performance outcomes and has direct responsibility for department leadership development.

POSITION DUTIES AND RESPONSIBILITIES

• Advisor to functional executive on key initiatives and works with the CQO to develop the strategy and growth of the Organizational Excellence programs at Connecticut Children's, as well as partnership across our care alliance.

• Responsible for providing coaching, education, and assistance in the development, implementation and measurement for assigned projects and performance improvement initiatives

• Leads team members to manage change and manages a team of persons dedicated to driving quality, safety and fulfilling the responsibilities described. Instills and sustains a sense of customer service, high accountability, and high reliability among team members.

• Serves as an improvement mentor and develops approaches and training to ensure the highest quality of deliverables for internal/external customers:

• Develops strong, positive relationships with all members of the teams.

• Successfully integrates operational excellence principles into current and future practice.

• Remains current on operational excellence methodologies and disseminates pertinent information.

• Facilitates or assists in providing Operational Excellence educational sessions.

• Escalates barriers to EMT and tracks performance.

• Participates in performance improvement meetings.

• Oversees, participates and/or collaborates in initiatives related to creating a culture of improvement.

• Observes processes/practices in the designated areas.

• Demonstrates advanced leadership skills as evidenced by the consistent application of leadership success profile characteristics.

• Maintains a master project plan to delineate the work of the CI and PMO teams.

• Leads/Facilitates/Coaches on operational excellence principles and tools for process and system design.

• Develops approaches and manage work to ensure the highest quality work and deliverables for internal/external customers.

• Utilizes dashboards and reports to monitor key critical performance measurements and drives utilization of dashboards.

• Participates in implementation and optimization of other relevant technological implementations that relate to operational excellence.

• Oversees recruitment, training, professional development and evaluation of all CI and PM staff. Ensures that the team's work is high quality and meets the department's service standards.

• Oversees and manages a portfolio of continuous improvement projects with an emphasis on achieving measurable results in quality, safety, efficiency and service. Key activities include prioritizing the projects and ensuring that they have the appropriate sponsorship. Addresses barriers to projects being completed in a timely manner, achieving their goals and sustaining their results.

• Coordinates the development and implementation of the necessary Connecticut Children's-wide operational excellence training so the concepts of CI and PM can be leveraged by individuals throughout the organization.

• Provides or oversees the coaching of CC staff on their local process improvement initiatives.

• Serves as the internal expert on CI and PM tools, principles and techniques.

• Facilitates complex meetings with people throughout the organization on an as needed basis.

• Develops and recommends the budget for the areas managed. Manages activities to assure financial goals are met.

• Provides effective direction, guidance, and leadership over the staff for effective teamwork and motivation, and fosters the effective integration of efforts with system-wide initiatives.

• Encourages and supports diverse views and approaches, creating an environment of professionalism, respect, tolerance, civility and acceptance toward all employees, patients and visitors.

• Integrates diversity into departmental objectives, such as hiring, promotions, training, vendor selections, etc.

• Ensures compliance with regulatory agencies such as Joint Commission, DPH, etc. Develops and maintains procedures necessary to meet regulatory requirements.

• Ensures that department complies with hospital established policies, safety, and infection control policies and procedures.

• Ensures adequate equipment, software and supplies for department.

• Develops and maintains established departmental policies, procedures, and objectives.

• Ensures compliance to all health and safety regulations and requirements.

Supervisory Duties (if applicable)

• Directly manages Continuous Improvement and Project Management professionals.

Minimum education (degree/type of degree).

• Bachelor's Degree in Engineering, Healthcare or Business (or equivalent) required.

Minimum experience (minimum years & type of experience).

• Minimum of seven (7) years of experience in performance improvement in healthcare required with demonstrated success and evidence of progressive leadership skill development.

• Five (5) to seven (7) years of experience in system design using SHINGO principles required.

• Seven (7) or more years of Microsoft Office and analytical/problem solving skills required.

• Five (5) to seven (7) years of experience with teaching and curriculum development of Lean/Six Sigma and SHINGO required.

Preferred education & experience.

• Master's Degree in Engineering, Healthcare or Business (or equivalent) preferred.

• Two (2) or more years of management experience preferred.

• Five (5) to seven (7) years of experience working with complex systems issues such as patient safety, strategic initiatives or efficiency projects is preferred.

KSAs required upon hire or transfer (copy from KSA section below).

License and/or Certification

Required:

• Black Belt Certification in Lean/Six Sigma required.

Preferred:

• Project Management Professional (PMP) Certification preferred