Director Practice Operations

Join Martin's Point Health Care - an innovative, not-for-profit health care organization offering care and coverage to the people of Maine and beyond.  As a joined force of "people caring for people," Martin's Point employees are on a mission to transform our health care system while creating a healthier community.  Martin's Point employees enjoy an organizational culture of trust and respect, where our values - taking care of ourselves and others, continuous learning, helping each other, and having fun - are brought to life every day.  Join us and find out for yourself why Martin's Point has been certified as a "Great Place to Work" since 2015.
 

Position Summary
 

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).

Job Description

Key Outcomes:

• 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