SHSMD Career Center

Starting salary is determined based upon factors that may include: years of relevant experience, education, applicable certifications/licensure, and internal equity.

Basic Job Function and Responsibilities

In collaboration with the Chief Operating Officer (COO) and, medical and clinic leadership, provides operational leadership and administrative direction to select Mercy Clinics and leads the systematic performance improvement across all clinics in the system utilizing recognized methods such as Lean Six Sigma. The Clinic Operations Director will lead operational planning; budgeting; reporting; performance improvement; patient, colleague and provider experience; marketing; human resource management; leadership and colleague development; outcome analysis; action planning and strategy implementation in coordination with the managers of assigned Mercy Clinic locations. Provides recommendations and participates in development and implementation of the strategic plan. Promotes the Mission, Vision, and Values of the organization.

Job Duties

• Works in partnership with executive, medical, and clinic leadership to plan, coordinate and implement multidisciplinary strategic and tactical approaches within Mercy Clinics to achieve clinical, quality, patient experience, provider and colleague satisfaction and retention, growth and financial targets.

• Works closely with leadership to plan and develop short and long-range goals. Oversees clinic managers in the development and monitoring of budgets, including ongoing variance analysis.

• Leads, for all clinics, standard process improvements for all clinic functionswith key stakeholders to achieve superior outcomes using standard performance improvement methodologies. Collaborates with clinic colleagues, providers, and leaders to create and implement standard work to transform the clinic system to a high reliability organization. Leads projects to completion. Implements management controls and accountability with teams to ensure consistent and desired outcomes.

• Regularly accesses and analyzes operational and outcome data to support sound decision making. In collaboration with the data analyst, creates monthly and quarterly data including benchmarks or targets where available. Distributes user- friendly reports or dashboards to leadership and clinic stakeholders across all Key Performance Indicators on a consistent manner.

• Serves as an escalation point for provider issues including but not limited to schedule and contract issues. Visit assigned clinics regularly to establish relationships with stakeholders and proactively address issues. Meet regularly with key personnel to consistently communicate goals, objectives, plans and outcomes.

• Collaborates with clinic and revenue cycle leaders and providers to develop and implement best practices for front-end operations; medical records documentation, charge capture, and coding; charge audits; denials; AR review and management; reimbursement analysis and contract opportunities; charge master and payment schedules and payer credentialing.

• Works with clinic managers to proactively assess provider and colleague coverage. Communicates and plans regularly with leadership, Human Resources and other stakeholders to ensure uninterrupted staffing resources. Regularly reviews staffing mix, clinic workflow and best practices to support the most effective use of human resources.

• Reviews clinic service offerings, patient demand and reimbursement and makes recommendations as appropriate.

• Performs other related duties as assigned.

Qualifications

Education

• Bachelor’s degree in business, healthcare, or healthcare administration (or equivalent experience) - Required.

• Masters degree in a healthcare related field, business, finance or marketing - Preferred.

Work Experience

• Minimum 5 years of physician practice management experience in a multi-specialty or multi-location clinic - Required.

• Minimum 3 years of performance improvement using standard improvement methodologies such as lean Six Sigma - Required.

• Advanced Microsoft Office skills - Required.

Licenses & Certifications

• Certification in Lean Six Sigma or other problem solving methodology – required.

• PMP Project Management Certification – preferred.