Satellite Healthcare Senior Director, Operations in Office location within market service area, California

Requisition Number 18-0937

Post Date 11/27/2018

Title Senior Director, Operations

Location Corporate HQT

Job Status Full Time

Work Hours 40

City Office location within market service area

State CA

Description

Satellite Healthcare is a successful, nonprofit organization that has improved the lives of people living with kidney disease since 1973. We earn our national reputation for excellent patient care each day by offering a complete range of dialysis therapy

choices, personalized clinical services, and unparalleled wellness education.

Satellite Healthcare provides expert, personalized kidney care at over 80 centers across the U.S. as well as at acute dialysis locations in California and Texas. Learn more about Satellite Healthcare at www.satellitehealth.com .

The Senior Director of Operations is responsible to the Regional Vice President for operational oversight and administration of dialysis services within a specified Market Service Area (MSA). The Operations Senior Director is a member of the dialysis team

and leads and supports both the strategic and quality plans for a specific MSA of operations.

The Senior Director of Operations provides supervision, mentoring and coaching to Center Managers within the MSA in all areas of responsibilities especially in quality and operations. Quality services are defined and measured for all patients based on the

direction and guidance of the Chief Medical Officer (CMO). The Senior Director of Operations works collaboratively with the Medical Director(s) and Center Manager of each center to resolve issues and improve the overall performance of center. The Senior Director

of Operations provides guidance and support to the local Quality Assurance Performance Improvement (QAPI) program including the patient experience.

The Senior Director of Operations maintains a strong working relationship with physicians, medical practices and payers within their business area. The Senior Director of Operations works collaboratively with Medical Affairs and Business Development staff

and other corporate departments to define, implement and evaluate corporate initiatives, and responds to specific direction from the Executive Team.

The person in this position, if assigned to oversee a center with a DADS license, may also be designated as the Alternate Administrator, Alternate Supervising Nurse, or Director of Nursing.

Essential Functions:

The essential functions listed are not a comprehensive inventory of all duties, tasks, and responsibilities. Employees may also perform other duties as assigned. All employees must work in accordance with Satellite’s I-CARE Standards.

Operations

Market Service Area and Dialysis Center Leadership

  • Provides supervision, mentoring and advice to the Center Managers

  • Provides leadership and direction in the opening of new centers

  • Encourages and develops leadership at all levels of the organization

  • Provides corporate visibility and shares corporate communication with centers

  • Facilitates center management and the technical team in problem solving facility and supply issues/concerns

  • Supports matrix management as it functions with ancillary services including administrative functions, social work, nutrition, and quality

  • In absence of the Regional Vice President, the Senior Director of Operations has the authority to carry out responsibilities of the Regional Vice President for the MSA

Employee Management

  • Plans and promotes all levels of staff involvement in the operations

  • Develops a recruitment and retention plan for the region with HR

  • Provides direction and supervision of hiring and disciplinary action at the center level and consults Human Resources when necessary

  • Reviews focal reviews with Center Managers, working collaboratively in assessing performance and setting goals

  • Utilizes the pyramid as a teaching tool for Clinical Management on staff development and retention

  • Monitors staff education and training programs

  • Promotes teamwork by offering information, advice, and assistance to all staff members in a positive, courteous, and cooperative manner

  • Contributes to Satellite being employer of choice

Financial Oversight

  • Prepares and monitors, in collaboration with the Finance Department and clinical management staff, the operating and capital budgets for each center

  • Ensures that established financial targets are met

  • Works with Finance to support vendor contracts

  • Monitors the use of company guidelines for staffing ratios/patient scheduling

  • Identifies opportunities for cost savings in labor and supplies

Regulatory Oversight

  • Ensures that centers operate in compliance with all State and Federal regulations, especially the CMS Conditions for Coverage for End Stage Renal Disease Facilities (Code of Federal Regulations 42, Federal Register of April 15, 2008) and the DHS InterpretiveGuidelines

  • Ensures that Texas centers with a license from the Department of Aging and Disability Services (“DADS”), operate in compliance with all State and Federal regulations, including the Texas Administrative Code (“TAC”), Title 40, Part 1, Chapter 97

  • Ensures that centers are in compliance with the submission of accurate data and other information to governing agencies (e.g. ESRD Networks) in a timely manner

  • Participates in mock surveys and holds Center Manager accountable for performance plans

  • Attends Governing Board Review at least twice a year at each center

Quality Assurance/Improvement/Outcomes

Quality Assurance/Improvement

  • Ensures and directs the quality programs of each center, to assure that Satellite QA/QI targets are met and standards of patient care are practiced

  • Works directly with the Director of Quality to coach and monitor the Center Managers in quality and improvement

  • Ensures quarterly QAPI meetings are held at each center and attends as needed

  • Provides new ideas and products to the Regional Vice President, CMO and Quality leadership

Patient Care

  • Supports and contributes to the standardization of Satellite Policies & Procedures (P&Ps)

  • Coaches the Center Manager in the delivery of safe and effective patient care

  • Ensures that documentation and medical records practices are followed according to Satellite policy

Customer Service/Patient Experience

  • Ensures that Center Managers are coordinating and delivering efficient services

  • Support Patient Experience with surveys and action plans to improve experience

  • Work with all aspects of Patient Experience:

  • Physician /patient relationship

  • Patient involvement/knowledge

  • Perception of staff awareness and compassion

  • Monitors and evaluates employee and provider satisfaction

  • Directs customer service standards and practices

  • Builds strong teams to support quality of care

  • Embraces and encourages the patient experience through education and feedback

  • Ensure staff awareness and participation in patient experience

  • Works directly with Medical Director to address communication with all physicians:

  • Responds to concerns or issues immediately and appropriately

  • Supports and coaches Medical Director in utilizing an effective QAPI process

  • Communicates clearly, concisely, collaboratively, and non-defensively with colleagues, direct reports, corporate staff, corporate management and Center staff

  • Builds and maintains relationships with key customers (Kaiser, HMOs, PPOs, etc.)

  • Conducts routine meetings with payers to improve communication and service

  • Ensures compliance with oversight and regulatory needs of the provider

Business Area Relationships

Strategic Planning

  • Understands and drives organic growth within a geographic area

  • Communicates market share trends and growth opportunities to Business Development

  • Monitors occupancy of centers and makes recommendations on expansion or reduction in capacity

  • Establishes relationships with key stakeholders in region (hospitals, payers, physicians, case managers, discharge planners, etc.)

  • Investigates innovative practices to differentiate Satellite from competitors

Physician/ Payer Relationships

  • Builds and nurtures Physician’s relationship with Medical Director and all referring physicians

  • Looks for opportunities to align new physicians with Satellite

  • Responds to requests and ideas on a routine basis

  • Participates in physician meetings or conferences

  • Extends knowledge and support to resolve both patient and administrative issues

  • Works with payers to address their needs or concerns

  • Listens to new ideas or ways to improve Satellite services

Corporate Direction

Business Plan

  • Directs the strategic plan for the business region

  • Updates demographics of each center

  • Maintains a market awareness of providers, competitors, or other business opportunities

  • Works with business development to enhance market development

  • Develops and nurtures provider partnerships

  • Builds and support physician relationships

Supports Quality Plan

  • Working with colleagues, establishes best practices for business and clinical services for implementation throughout organization

  • Looks for opportunities to implement best practices as identified by corporate throughout the organization

  • Provides leadership for Satellite initiatives as directed by Medical Affairs or other Executives

Involvement with corporate or medical committees

  • Participates in Corporate initiatives and projects as needed

  • Assumes a leadership role in long-term director initiatives as directed

  • Participates in projects as assigned by the Regional Vice President

  • Participates in external leadership activities as a Satellite representative (professional meetings, relevant community involvement, recruiting and educational events)

  • Encouraged to write papers and studies that represent new or improved dialysis practices

Customer Service

  • Responsible for driving the Satellite Healthcare culture through values and customer service standards

  • Accountable for outstanding customer service to all external and internal customers

  • Develops and maintains effective relationships through effective and timely communication

  • Takes initiative and action to respond, resolve and follow up regarding customer service issues with all customers in a timely manner

Requirements

Minimum Education & Experience:

Any combination of education and experience that would likely provide the required knowledge, skills, and abilities as well as possession of any required licenses or certifications is qualifying.

Education: RN or Bachelor's degree in Business, Finance or Healthcare preferred

Experience: 3 years of healthcare management or supervisory experience, preferred in ESRD

Knowledge, Skills & Abilities:

  • Ability to read, write, speak, understand and satisfactorily communicate in English

  • Demonstrated practice of continuous quality improvement

  • Demonstrated leadership and management competencies and skills including financial competence, operational excellence, exceptional communication and customer service

  • Excellent team-building, performance management and decision making skills

  • Basic computer skills (MS Outlook, Word, Power Point, Excel, etc.)

  • Able to travel frequently

Satellite Healthcare, Inc. (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or identity, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability. Women and men, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. We offer a drug-free work environment.