Director, Operations - OC
City of Hope
Job posting number: #7146695 (Ref:10021554)
Posted: May 24, 2023
Salary / Pay Rate: $59.57 - $99.49 / hour
Application Deadline: Open Until Filled
About City of Hope
City of Hope is an independent biomedical research and treatment organization for cancer, diabetes and other life-threatening diseases.
Founded in 1913, City of Hope is a leader in bone marrow transplantation and immunotherapy such as CAR T cell therapy. City of Hope’s translational research and personalized treatment protocols advance care throughout the world. Human synthetic insulin, monoclonal antibodies and numerous breakthrough cancer drugs are based on technology developed at the institution. AccessHope™, a subsidiary launched in 2019 serves employers and their health care partners by providing access to City of Hope’s specialized cancer expertise.
A National Cancer Institute-designated comprehensive cancer center and a founding member of the National Comprehensive Cancer Network, City of Hope is ranked among the nation’s “Best Hospitals” in cancer by U.S. News & World Report and received Magnet Recognition from the American Nurses Credentialing Center. Its main campus is located near Los Angeles, with additional locations throughout Southern California and in Arizona.
City of Hope’s commitment to Diversity, Equity and Inclusion
We believe diversity, equity and inclusion is key in serving our mission to provide compassionate patient care, drive innovative discovery, and advance vital education focused on eliminating cancer and diabetes in all of our communities. Our commitment to Diversity, Equity and Inclusion ensures we bring the full range of skills, perspectives, cultural backgrounds and experiences to our work -- and that our teams align with the people we serve in order to build trust and understanding. We are dedicated to fostering a community that embraces diversity - in ideas, backgrounds and perspectives; this is reflected in our work and represented in our people.
The Director of Operations is responsible for the overall day-to-day administrative, financial, and operational oversight. The Director of Operations interfaces with leadership in key areas to troubleshoot and optimize front desk and scheduling operations that impact performance. This position performs a variety of complex data analyses, financial evaluation, process improvement, training, and report preparation functions to support planning, decision-making, and implementation activities for the cancer center. The Director, Operations helps lead the management of strategic initiatives to improve productivity, capacity/utilization, resource management, and patient experience. This position identifies and pursues process and performance improvement efforts and serves as a primary point of contact for operational data and information for assigned areas. In addition, this role oversees all scheduling and front desk operations for multiple areas of the cancer center.
Key Responsibilities include:
- Provides day-to-day management of scheduling and front desk staff which includes visit schedules and productivity measures. Maintains an environment of collaboration and cooperation.
- Ensures timely implementation of new strategies and coordinates implementation of corrective strategies to resolve problems or situations that may arise including development and implementation of processes, polices, procedures, and best practices.
- Participates as a member of the administrative team in developing the overall strategic plan necessary for short and long-term success. Assesses operating business risks and opportunities and identifies strategies to mitigate or capitalize on them.
- Responsible for development, monitoring, and maintenance of clinic templates for designated areas
- Assesses all scheduling work queues and provides timely status updates as well as benchmarks.
- Assumes responsibility for coordination and successful implementation of facility and space changes, equipment installations, remodels, and renovations.
- Patient Care Administration:
- Makes recommendations for work simplification and standardization of activities.
- May address patient complaints directly with patients, staff, and compliance/risk management as needed.
- Assesses and evaluates front desk and scheduling flow, recommends and implements changes to improve quality service and care in collaboration with clinical leadership.
- Develops and collaborates clinical leadership to plan and execute process changes that improve patient care services and patient management.
- Practices positive patient relations and demonstrates awareness and sensitivity to patient/family rights.
- Solves problems effectively and in a positive manner.
- In partnership with Orange County leadership, establishes and monitors key performance indicators, taking corrective action when needed.
Human Resource Administration:
- Develops and mentors direct reports. Participates in recruiting, hiring, and retaining highly qualified non-clinical staff in coordination with the Orange County leadership team.
- Maintains a motivated, productive, and competent team through open communication and effective delegation of responsibilities and authority.
- Effectively engages, motivates, directs, and manages human resources and leverages talent to achieve goals.
- Develops and fosters strong working relationships and communication at all levels of the organization. Fosters an environment of collaboration and communication between corporate and operations teams.
- Assigns, directs, reviews, and monitors work in a manner that promotes cooperation to achieve organizational objectives and maintain positive relations with clinical and non-clinical staff.
- Assists in developing staffing models and responds promptly to changes in workload or staffing assignments as necessary.
- Identifies and addresses all assigned staff development and training needs.
- Assists clinical leadership in managing department Professional Services Agreement (PSA) and operating budgets as directed.
- Provides assistance as needed to clinical leaders in development of annual clinical operating budgets and capital expenditures.
- Tracks revenue and addresses any issues that arise that could impact current and/or future revenue generation.
- Monitors variance against budget on an ongoing basis.
- Maintains clinical reports, dashboards, and collects statistical data for specified KPI’s for assigned clinical areas.
- Regularly reviews copay, patient financial responsibility and demographic reports for all assigned areas.
- Tracks and manages daily, weekly, monthly, and annual operational and financial performance metrics for the assigned areas as needed.
- Monitors costs to identify opportunities for decreasing costs through the use of technology and/or process improvement strategies.
Basic education, experience and skills required for consideration:
- Bachelor’s degree in healthcare administration, business, or other healthcare related field. 4 additional years of experience plus the minimum experience may substitute for minimum education.
- Five (5) to seven (7) progressive management experience and five (5) to seven (7) years of experience in an ambulatory setting. Experience to include working in a medical/hospital setting with physicians and high-level executives for strategic planning, operations and problem solving.
Preferred education experience and skills:
- Master’s degree in healthcare administration, business, or other healthcare related field
- Academic medicine, Oncology or NCI designated cancer center ambulatory environment.
- Exposure to pharmacy, imaging and/or lab operations helpful.
- The estimated pay scale represents the typical [salary/hourly] range City of Hope reasonably expects to pay for this position, with offers determined based on several factors which may include, but not be limited to, the candidate’s experience, expertise, skills, education, job scope, training, internal equity, geography/market, etc. This pay scale is subject to change from time to time.
- As a condition of employment, City of Hope requires staff to comply with all state and federal vaccination mandates.
City of Hope is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability. #LI-RA
Salary / Pay Rate Information:
Pay Rate: $59.57 - $99.49 / hour
The estimated pay scale represents the typical [salary/hourly] range City of Hope reasonably expects to pay for this position, with offers determined based on several factors which may include, but not be limited to, the candidate’s experience, expertise, skills, education, job scope, training, internal equity, geography/market, etc. This pay scale is subject to change from time to time.
City of Hope is a community of people characterized by our diversity of thought, background and approach, but tied together by our commitment to care for and cure those with cancer and other life-threatening diseases. The innovation that our diversity produces in the areas of research, treatment, philanthropy and education has made us national leaders in this fight. Our unique and diverse workforce provides us the ability to understand our patients' needs, deliver compassionate care and continue the quest for a cure for life-threatening diseases. At City of Hope, diversity and inclusion is a core value at the heart of our mission. We strive to create an inclusive workplace environment that engages all of our employees and provides them with opportunities to develop and grow, both personally and professionally. Each day brings an opportunity to strengthen our work, leverage our different perspectives and improve our patients’ experiences by learning from others. Diversity and inclusion is about much more than policies and campaigns. It is an integral part of who we are as an institution, how we operate and how we see our future.