The Director Practice Operations (DPO) works collaboratively to set and achieve high and consistent standards for service, health outcomes, and efficient operations which lead to financial sustainability, as well as identifying and implementing strategies to enhance a great work environment and provide world class service to both the patients and staff of Martin’s Point.
Responsible for leading the development and implementation of a multi-year business and strategic plan to grow the practice and achieve financial sustainability as well as, planning and coordinating the operations of one or more health center(s). Ensures optimal operational and financial performance while maintaining high levels of patient and employee satisfaction. Oversees management and other staff at the health center and collaborates with internal departments and external stakeholders in support of health center operations and business plans. May have responsibility for the on-site management of Specialties (varies by Health Center).

• Directs, coordinates, and has oversight and responsibility for all aspects of Health Center operations, in partnership with the Practice Medical Director(s).
• Leads efforts to continually improve the patient experience and improve patient loyalty, creating a “patient-centered” care environment that will result in high patient satisfaction scores. Establishes and monitors customer service goals and performance. Resolves customer concerns and complaints.
• Leads efforts to grow the total patient panel.
• Meets with provers on a regular basis to review their dashboard, check-in on engagement and quality metrics.
• Leads improvement initiatives of financial performance of the Health Center(s) to grow annual net income.
• Prepares, oversees and is accountable for operating and capital budgets. Understands and manages multiple revenue streams (fee for service, risk sharing and medical expense management, quality incentives, etc.). Manages operating expenses efficiently.
• Partners with site leadership to prepare and manage business and strategic plans which improve the financial performance of the practice. Prepares and delivers regular “return and reports.” Develops sound business cases to support investments in personnel or capital.
• Partners with Provider Leads on clinical incident reporting and resolution, patient satisfaction concerns and resolution and regular Provider meeting agendas.
• Measures and seeks to continually improve provider and staff satisfaction.
• Oversees all non-provider personnel and in partnership with PMD provider personnel. Hires new staff (as appropriate) and ensures that all Health Center staff members receive appropriate orientation, training, and development. Develops talent and succession plans.
• In partnership with the PMD manages provider non-clinical performance.
• Reallocates staff within Health Center or work with colleagues at other Health Centers to reallocate staff to address staffing problems.
• In partnership with the PMD and site leadership, establishes clear quality goals and creates an environment and systems which support teams in achieving them.
• Ensures the delivery of high-quality patient care by implementing MPHC quality initiatives, and ensures compliance with company policies, guidelines, and applicable regulatory programs) HIPAA, NCQA, Corporate Compliance, etc.
• Participates in local marketing and community relations efforts on behalf of the Health Center or Delivery System.
• Holds responsibility for ensuring that the provider call scheduling and planning is conducted effectively and efficiently.
• Manages and negotiates contractual relationships with community-based physicians providing care to MPHC patients at the Health Center (refers medical management and clinical questions related to these contracted providers to local physician leadership or specialty directors as appropriate).
• Serves as a continuous improvement champion, leading improvement by example and creating an environment which encourages all employees to participate in identifying, assessing, and resolving problems. Leads improvement efforts and events both locally and for the DS as a whole.
• Supports the development and implementation of Standard Work across the MPHC Delivery System.
• Partners with IT to ensure excellent system implementation or enhancements to maximize functionality and operating efficiency.
• Serves on or lead one or more cross-Delivery System or MPHC level teams with a goal of improving system performance (i.e.: Marketing, Behavioral Health, etc.)
• Partners with leaders of ancillary and specialty services as appropriate (i.e.: Lab, Pharmacy, Radiology, etc.) to ensure efficient and effective services.
• External contacts may include local and community organization leaders and local municipal leaders.
• Participates in daily huddles and regular team meetings to improve workflows and contribute to improving patient population outcomes.

• Bachelor’s degree in relevant field or equivalent combination of education and experience; Master’s degree preferred
• 10+ years of professional level experience in Finance or operational aspect of health center and/or medical practice including experience in a leadership role
• Strong financial acumen and demonstrated experience coaching providers for performance to enhance profitability of their business

• None

• Demonstrated understanding of and alignment with Martin’s Point Values.
• Demonstrated ability to lead complex organizational changes.
• Effectiveness in collaborating with providers and clinical leaders.
• Demonstrated ability to use process improvement techniques to achieve operational results.
• Experience developing and managing budgets to achieve financial results.
• Ability to effectively achieve results through collaboration with and management of staff.
• Understanding of HIPAA, NCQA and other regulatory requirements to ensure practice compliance.
• Ability to communicate effectively, both in writing and orally, with a wide range of stakeholders.
• Ability to plan, organize, prioritize, and direct the work of others.
• Demonstrates initiative in identifying problems and researching, recommending and implementing solutions.
• Ability to maintain patient and staff confidentiality.
• Knowledge of scheduling technology and protocols to maximize clinical productivity.
• Requires a high degree of judgment, discretion, initiative, leadership and demonstrated ability in financial management, negotiations, communication, and interpersonal skills.
• Ability to travel within state and out of state to other Health Centers, trainings, or conferences.