Classic Westchester is hiring: RN Director of Patient Services in White Plains

Regional Director – Patient Services and Operations (MUST BE EITHER AN RN OR A CLINICIAN)

Position Summary:

• The Regional Director, Patient Services/Operations [RDPSO] is responsible for all operational and clinical activities relating directly to the assigned the company health centers.
• The RDPSO is responsible for coordinating, monitoring and supervising clinical programs according to standards and guidelines established by the company and state and federal regulatory agencies.
• The RDPSO is expected to make regular visits to all assigned the company health centers in order to ensure daily staffing coverage and deployment of staff between centers, health center scheduling and productivity, customer service (handling patient issues and complaints as needed), and budgetary and operational excellence in performance.
• The RDPSO supervises the Health Center Managers [HCM] and is the clinical supervisor for all advanced practice providers of each assigned center.
• The RDPSO must ensure that the HCMs provide superior management to the company staff and that the advanced practice providers provide the highest quality clinical care to meet the needs of the company patients.
• As a member of the company Leadership Team and Patient Services Management Team [PSMT], the Regional Director, Patient Services/Operations provides operational and clinical leadership, mentoring, training, and performance evaluation of HCMs and the midlevel practitioners in the assigned centers.
• The RDPSO supports ongoing coverage efforts for all of the company health centers in collaboration with the Sr. Vice President, Patient Services and Operations and on-site center management.
• The Regional Director, Patient Services/Operations is responsible for updating clinical services per PPFA’s recommendations and as new advances reach the marketplace. The Regional Director, Patient Services/Operations is responsible for implementing the company strategic plan in conjunction with the company leadership.

Essential Functions:

• Provides clinical supervision and monitors services in the assigned health centers in partnership with the Chief Medical Officer, Sr. Vice President, Patient Services and Operations, on-site center management, and PSMT to ensure consistent quality of service and adherence to established company medical protocols.
• Educates, supports and contributes to clinician understanding of productivity and provides leadership to increase efforts to improve efficiency and productivity of clinical care at the health centers.
• Responsible for preparing annual work plans for Patient Services and monitoring and updating plans throughout the year.
• Conducts routine site-visits to each health center to provide oversight, supervision and training for HCMs and clinical staff.
• In collaboration with PSMT, ensures compliance with federal and state regulations and with the company procedures and protocols in assigned centers.
• Provides mentorship and coaching through at least a minimum of biweekly supervision meetings with the HCMs, assessing areas of knowledge and specific needs for skills growth, and oversees the management of day-to-day operations and compliance with all of the company’s Finance and Information Technology policies and procedures.
• Completes employee annual performance appraisals, including three and six-month appraisals, performance improvement plans, and disciplinary actions when timing or staff performance requires action.
• Provides supervision, coaching, and development to the health center management team. Meets regularly with health center staff for training, program and service planning, coordination, and evaluation of progress.
• Collaborates with the Chief Medical Officer and Sr. Vice President, Patient Services and Operations, and provides input into the development, maintenance and monitoring of the company’s clinical services.
• Provides uninterrupted coverage for clinician staff by developing and maintaining an up to date per diem pool.

Supports and encourages a culture that:

• Provides a rich conduit of information and ideas between sites and other the company’s departments.
• Participates in ongoing feedback with colleagues, customers, and processes
• Incorporates customer satisfaction into all aspects of the work. Encourages team to take responsibility for evaluating and improving systems. •
• Demonstrates flexibility, collaboration and teamwork; understands the interaction between this position and others with whom the position works directly and indirectly.
  • Ensures that interactions incorporate the company’s values of integrity, partnership, customer focus, communication and quality.
  • Support efforts of the company diversity program to provide services that are culturally and linguistically competent; take the initiative to develop your own awareness and knowledge of diversity matters.
  • Learns and fully understands the Service Standards and practical application of Service Recovery so that this knowledge can be shared and effectively applied in the health center operations
  • Develops an understanding of Just Culture including the practical application of the algorithm and shares the knowledge and understanding with the staff in the health centers. Work well with volunteers to achieve the company’s mission
• Completes all responsibilities according to established protocols, policies and standard practices in the areas of customer service, quality assurance and regulatory compliance programs such as HIPAA (Health Information Portability & Accountability Act), OSHA (Occupational Safety & Health Act) and CLIA (Clinical Laboratory Improvement Administration).
• Provides leadership and oversight to the Centralized Follow-up department (CFU), if applicable
• Assumes additional responsibilities and performs other duties as assigned by the Sr. Vice President, Patient Services and Operations or President & CEO.

In collaboration with other company Leadership, the Regional Director, Patient Services/Operations:

• Responsible for updating Medical Standards & Guidelines per PPFA revisions and NYS Department of Health regulations.
• Assists in the development of new or expanded services and systems.
• Utilizes Press Ganey data to proactively enhance the patient perception and subsequently the overall patient experience.
• Oversees systems and strategies that result in recruitment, training and ongoing supervision and evaluation of clinicians including:
  • Pre-employment skill assessment of clinicians seeking employment at the company
  • Orientation and training for new clinician employees at the company (whether full-time, part-time or per diem)
  • Programs to assess, maintain and upgrade clinician proficiency including the creation of additional cutting-edge training and mentoring techniques in support of the company’s clinicians with the development, updates, and implementation of clinical practice protocols that simultaneously reflect current medical practices, Planned Parenthood Federation of America standards, and reflect a marketing/patient satisfaction orientation.
• Coordinates and provides ongoing support, information and updates as needed with regard to OSHA, HIPAA, CLIA, PPFA, and NYSDOH regulations and procedures.
• Chairs one mandatory committees – Patient Care Review Committee, Infection Prevention Committee or the Program Review Patient Consumer Advisory Committee.
• Schedules and oversees pharmacy consultant audits and obtains and uses feedback to plan and execute applicable corrective actions, assuring company compliance with pharmacy regulations at the health centers.
• Schedules and oversees medical records consultant audits and obtains and uses feedback to plan and execute applicable corrective actions, ensuring is in compliance with medical records regulations per NYS Department of Health.
• Designs, develops, and implements an outreach program (collaborating with the company Public Affairs and Communication staff) focused on promoting the company patient services and on fostering collaborative relationships with external organizations.
• Productivity and Business Operations – Revenue Cycle
• [PSMT:] Leads health center efforts to achieve established goals for productivity.
• [PSMT:] Leads health center/affiliate efforts to achieve established revenue cycle goals.

Non-Essential Functions:

• Represents the company to a wide variety of outside constituencies, including, but not limited to health organizations, individual and group medical professionals, government agencies, community groups, schools, and PPFA National Committees.
• Participates in relevant the company committees and Board meetings, as requested.
• Regularly checks personal email account for important affiliate-related communications, at least every 24.

Qualifications:

Cognitive Qualifications:

• Demonstrates leadership skills – ability to lead teams and possesses a desire to work as part of an inter-department and interdisciplinary team.
• Excellent decision-making abilities both collaboratively and independently.
• Excellent customer service skills and the ability to model skills to health center staff.
• Superb attention to detail; ability to lead and follow processes and procedures from beginning to end.
• A strong supporter of mission and services – alignment with and ability to lead through the Affiliate’s core values and diversity philosophy.
• Demonstrates project management skills, including excellent follow through for multiple projects at multiple locations, ability to work independently as needed.
• Ability to utilize data to inform and assist in the decision-making process.
• Microsoft Office proficiency.

Experience, Education and Licensure:

• Minimum of five-seven years of relevant and progressively responsible experience as a clinical health care professional (i.e., LPN, RN, NP or PA) combined with clinical /or health care operational experience including but not limited to experience in the areas of management, administrative, program planning or development or a minimum of 5-7 years of progressively responsible operational experience in a health care environment such as physician practice management, multiple health care site management such as urgent care, wound care, dialysis or Article 28 as an example.
• Prior experience as an LPN, RN, NP, or PA in an acute care setting /or Article 28 /or physician practice preferred, but not required, with current NYS licensure.
• Experience working with an electronic health record (EMR) is strongly preferred.
• Multi-site management experience is strongly preferred.
• Progressive responsibility including direct staff supervision.
• Experience in medical program development, implementation, and evaluation.
• Knowledge of medical practice software and management information systems as a management tool.
• Ability to work effectively with a diverse group of staff.
• Ability to work flexible hours including evenings and weekends.