OverviewThe Market Director, Operations is accountable for the overall business management and growth of assigned market and locations. Responsible for the development of new programs to meet the needs of the community. Acts as a liaison with the administrative staff of any affiliated health facility. The position requires full profit/loss responsibility as well as full responsibility for compliance with all company, state, federal, and Accreditation Commission for Health Care standards and regulations for the agencies within their market. Assumes a sales function for gaining additional business opportunities outside current affiliations.ResponsibilitiesSupports CommonSpirit Health at Home’s mission to make the healing presence of God known in our world by improving the health of the people we serve, especially those who are vulnerable, while we advance social justice for all. As a member of the CommonSpirit Health family, our mission aligns and supports that of our parent health system. Supports CommonSpirit Health and CommonSpirit Health at Home’s values, strategic goals and high standards of customer service. Consistently lives People First Behaviors. Follows the policies and procedures of the organization.Adheres to the Corporate Compliance Program, including confidentiality of HIPAA protected health information.General
Supports CommonSpirit Health at Home’s mission, vision, values, strategic goals and high standards of customer service. Consistently lives People First Behaviors.
Own and manage market P&L, operating budgets, and acquisitions/de novos.
Oversee best-in-class care delivery, operational excellence and financial performance in all home health and hospice locations.
Develop strategies and identify innovative opportunities and ideas that support growth, expansion of market share for each agency with the market, and increased Network Integrity and utilization.
Oversee and lead implementation of National and Divisional programs that connect patients to the entire Integrated delivery system
Ability to develop strong working relationships with organizational market presidents and align Health at Home’s strategies and initiatives with market specific priorities and initiatives.
Manage business, community, regulatory, governmental, and external board relations in their Market.
Leverage Market data to support data-driven decision making and reporting.
Attract, recruit, and retain the best clinical and operational talent for their Market.
Support and provide input into Divisional workforce planning, leadership development, succession planning and employee engagement.
Participate in inter-Market governance forums to support collaboration, best practice sharing, and decision-making
Address and resolve quality of care delivery issues within respective Market
Maintains excellent relationships with employees, customers, partners, and consistently looking for opportunities to improve engagement
Adheres to the Corporate Compliance Program, including confidentiality of HIPAA protected health information.
Follows the policies and procedures of the company.
Managing Direct Reports
Creates an “expectation of excellence” and manages performance of direct reports to maximize the value of associates’ contributions towards organizational success.
a. Establishes strategically aligned goals with staff.b. Encourages and creates opportunities for continuous improvement of staff by providing frequent coaching, mentoring and accurate performance feedback.
Provides direction and support to staff to deliver quality services with a focus on organizational success.
a. Ensures appropriate staffing levels are maintained.b. Recruits and retains qualified, productive and customer-focused associates.c. Interviews, hires and orients direct reports.d. Monitors recruitment/retention activities and costs.e. Provides fair and equitable treatment of all associates.f. Creates a high performing work environment characterized by transparent and open communication, mutual trust and respect.g. Provides education and training for associates in support of career goals and the organization’s mission and strategies.h. Maintains positive staff morale, observable through team spirit, a sense of belonging and recognition of accomplishments.
Supports and promotes department/branch/organization decisions.
Director of Market Operations
Develops and implements short-term (quarterly) and long-term (annually) strategic plans that support quarterly business plans developed at the branches and supported by the CommonSpirit Health at Home level. Responsible for the revision of goals and plans per quarter as agreed upon with the Divisional Vice President.
Responsible for successful financial operation of branches. Participates in development of operating budget; responsible for annual budget; P&L Analysis; A/R and problem billing issues. Reviews statistical and financial reports; develops plans and revises as needed to meet or exceed financial goals.
Responsible for business growth, including sales/marketing strategies for obtaining revenue goals.
Ensures the branches’ compliance with governmental standards and regulations for licensure and certification.
Oversees and monitors patient/client care services delivered. Responsible for recruitment and management of staff and the implementation of policies and programs to ensure customer satisfaction.
Assesses patient experience surveys and Press Ganey Results. Implements a plan to improve and assesses plans every month. Reevaluates as necessary.
Responsible for obtaining accurate annual market studies and submitting commensurate recommendations for bill/pay rate changes.
Responsible for quarterly competitive analysis in branches’ markets per quarter. Assessment of branches’ products and branches’ opportunity completed at this time. Review with Regional Vice President/Chief Operating Officers.
Responsible for weekly staff meetings to discuss marketing, referral, conversion rates, client census, discharges, A/R, recruitment, advertising, etc. Weekly meeting minutes kept in branches.
Responsible for bi-monthly review of A/R and follow-up on A/R, out>120 days, on-going communication with Regional Vice President and reimbursement department.
Responsible for management of KPIs, OCS/CMS quality improvement indicators, HHRG/Case mix weight report.
On-going ability to coach and motivate staff. Assists staff through change with a positive attitude.
Knowledgeable of Accreditation Commission for Health Care (ACHC) standards, HomeHealth/Hospice policies and procedures, Federal, State and County rules and regulations, ability to apply to daily operations.
Interacts with and seeks assistance of CommonSpirit Health at Home to benefit business activity within branches. Acts as a liaison between branches and CommonSpirit Health at Home as necessary.
Quality Assessment Performance Improvement (QAPI) program oversight and support to ensure QAPI education and activities are performed and adequate resources are provided to ensure improvement plans are initiated and evaluated for effectiveness.
Other duties as required.
QualificationsRequired Education: Bachelor's degree in healthcare management or nursing is preferred. Required Minimum Knowledge, Skills, and Abilities: Strong leadership skills; ability to effectively manage, motivate and train staff.High EQi that equates to strong introspection, personal accountability and high levels of integrity.Ability to make sound judgments and independent decisions.Excellent communication skills – written and verbalProven skills in negotiating and sales.Demonstrated ability to be a team player, who cooperates with, supports and educates other team members.Detail oriented, able to preserve confidentiality and meet critical deadlines.Ability to travel. Overnight stays may be necessary.Preferred Education and/or Experience: Minimum of five years in management in a health related field or home health is preferred.Minimum of two years experience in operations and finance; maintain and analyze financial data; Experience preparing and managing operating budgets.Experience in strategic planning and execution.Pay Range$49.52 - $71.80 /hourWe are an equal opportunity/affirmative action employer.