Director of Operations-Primary care

Nemours is seeking a Director of Operations, Primary Care (Full-Time), to join our Nemours team in Orlando, Florida.

Nemours primary care practices provide a kid-friendly, family-centered pediatric primary care experience for families in Central Florida. With 20 primary care and 3 urgent care practices conveniently located throughout the region, we provide quality, professional pediatric services with special attention on preventive care and whole-child wellness.  

This position is responsible for providing leadership, organization, planning, direction, and coordinated administration to the operational aspects associated with the Primary Care.  This position exists to support the Administrator of Primary Care.  The Director of Operations provides operational leadership assuring that the Department maintains a patient/customer focus and achieves fiscal viability by meeting and exceeding budget and operational targets.  The Director partners with the Administrator, Regional Chiefs, and Clinical Operations Directors in Primary Care on developing strategic, operating, and financial plans to accomplish the Enterprise and Value Based Services Organization mission and goals. The Director collaborates and communicates with key members of the Value Based Services Organization, Physician Practice, Hospital, Service Excellence, Risk Management, Quality, Safety, Compliance, Finance, and all other departments to develop programs, services, and initiatives that anticipate future customer needs, build customer loyalty and advance the journey toward value and health equity. The Director drives operational integration of programs by ensuring alignment and communication with key stakeholders and maximizes efficiencies through consistent policy application and leveraging of technology.  The director provides oversight and/or direction to area managers and is a key leader in promoting diversity and inclusion in our workforce and for our patients / families.

1. Responsible for Operational Management within Primary Care including:

• Collecting data about patient access, clinic flow, and patient satisfaction to prepare analyses and reports to identify progress and adverse trends and making recommendations and implementing changes when needed.
• Creating and submitting data/statistical reports that help monitor and maintain the highest level of operational efficiency.
• Partnering with Primary Care leadership in developing performance targets, reporting variances, and creating remediation plans.
• Challenging systems, processes, and methodologies that are not working for stability of the department in positive and productive ways.
• Evaluating work processes, time management, and efficiency of staff to maximize productivity and ensure maximum utilization of resources available. 
• Leading continuous improvement efforts including improvement events and ensuring all continuous improvement strategies and tactics are executed throughout the Department in an efficient and effective manner to optimize results.
• Providing prompt, thorough, and accurate information to keep the Administrator appropriately informed of the Department’s operating results.
• Issue resolution and development of corrective action plans for processes and metrics that are not achieving determined targets.
• Acting as intermediary between patients, families, referring community, departments, and staff. 

2. Financial Management

• Assisting the Administrator of Primary Care in the development, implementation, and management of the capital and operating budgets using the enterprise-wide standards and processes.
• Challenging systems, processes, and methodologies that are not working for the financial health and stability of the department in positive and productive ways.
• Providing financial analysis and decision support to the Administrator of Primary Care.
• Must possess the ability to prioritize projects in line with department’s financial goals, negotiate resource allocation, and direct work teams to achieve revenue/expense objectives.
• Tracking accounts payable and reimbursement requests. Identifying opportunities for improved financial performance and implementing action plans.
• Providing ongoing assessment of Revenue Cycle and providing remediation plans.
• Demonstrates understanding of and engagement with value contracts to ensure systems support achievement of financial targets associated with risk contracts.

3. Quality Assurance and Improvement 

• Monitoring systems, identifying opportunities to improve services, writing reports, making recommendations, and implementing changes to improve quality of care through resource utilization, operational assessments and productivity management.
• Utilizing the results of satisfaction surveys to make improvements impacting patient satisfaction.
• Utilizes Plan-Do-Check-Act for daily problem solving.
• Attends the Department’s huddles and provides necessary leadership, guidance, and support to ensure the huddles are operating efficiently and effectively. 

4.   Providing oversight and/or direct supervision of Primary Care management and administrative staff. 

• Participating in the recruitment and training of associates and managers and assuring the development of associates through orientation and training programs and through work experiences. 
• Defining performance expectations for direct reports through the Performance Management System, including department-specific job descriptions and measurable performance standards. 
• Creating an environment that encourages and supports self-development and learning for all associates through regular feedback. 
• Making recommendations on staffing levels needed to meet the demands of changing patient volumes and relevant data metrics to ensure performance standards are maintained.
• Evaluating work processes, time management, and efficiency of staff to maximize productivity and ensure maximum utilization of resources available.
• Creating an environment that promotes diversity of thought and inclusivity.

5. Customer Service and Satisfaction; Service Excellence 

• Representing and demonstrating a commitment to excellence in Customer Service and Patient Satisfaction within the Department of Primary Care.  Identifying opportunities to improve services, making recommendations, and implementing actions. Participating in organizational service excellence initiatives.
• Acting as an intermediary between patients, families, departments, staff and referring community, 
• Investigating, responding to, and documenting customer complaints to identify opportunities to improve operational processes, quality of care, and patient satisfaction. 

6.   Monitoring/ensuring compliance of department personnel, financial, and administrative policies.

7. Embracing and consistently demonstrating Nemours Core Values and Standards of Behavior.  Creating and supporting an environment that fosters diversity, inclusion, teamwork, respect, cooperation, accountability and trust.

8.  Performing other duties as required or assigned.

Job Requirements

• Completed or planned completion of Master’s degree in Business, Health Administration, or related field.
• Minimum five (5) years of experience.
• Demonstrated experience in management required.
• Strong financial and operational management background required.
• Demonstrated progressive experience in healthcare management preferred.

What We Offer  

• Competitive base compensation in the top quartile of the market
• Annual incentive compensation that values clinical activity, academic accomplishments and quality improvement
• Comprehensive benefits: health, life, dental, vision
• Mortgage assistance, relocation packages and 403B with employer match.
• Licensure, CME and dues allowance
• Not-for-profit status; eligibility for Public Service Loan Forgiveness
• For those living and working in Florida, enjoy the benefit of no state income tax. Those based in Delaware benefit from the state's moderate tax structure.

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Nemours Children’s Health is an internationally recognized children’s health system. With more than 1.7 million patient encounters annually, we provide medical care in five states through two freestanding state-of-the-art children’s hospitals — Nemours Children’s Hospital, Delaware and Nemours Children’s Hospital, Florida. Our pediatric network includes 80 primary-urgent-and specialty care practices and more than 40 hospitalists serving 19 affiliated hospitals. We generate annual revenues of more than $1.7 billion derived from patient services, contributions from the Alfred I. duPont Trust, as well as other income.

As one of the nation's premier pediatric health systems, we’re on a journey to discover better ways of approaching children’s health. Putting as much focus on prevention as cures and working hand in hand with the community to make every child’s world a place to thrive. It’s a journey that extends beyond our nationally recognized clinical treatment to an entire integrated spectrum of research, advocacy, education, and prevention, leading to the healthiest generations of children ever.

Inclusion and belonging guide our growth and strategy. We are looking for individuals who are passionate about, and committed to, leading efforts to provide culturally relevant care, reducing health disparities, and helping build an inclusive and supportive environment. All of our associates are expected to ensure that these philosophies are embedded in their day-to-day work with colleagues, patients and families.

To learn more about Nemours Children’s and how we go well beyond medicine, visit us at www.nemours.org.