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Senior Director Operations - South Bay

Company: Satellite Healthcare
Location: Santa Clara
Posted on: May 13, 2022

Job Description:

The Sr Director of Operations is responsible to the Regional Vice President for operational oversight and administration of dialysis services within a specified Market Service Area (MSA). Senior Director Operations About Satellite Healthcare Satellite Healthcare is more than simply a dialysis company. Since our founding in 1974, we have become the industry's leader in personalized quality care: 70% of our centers earn 4- and 5-star ratings from Medicaid and, far ahead of all other providers. Our success in caring for patients can be attributed to our mission, our not-for-profit structure, and our people. Together, they create a powerfully patient-centered organization. Our mission is clear: to make life better for people living with kidney disease. Because we are a non-profit, we can pursue that mission with all our resources, united by our passion for patient care. As part of our commitment to continuous improvement, Satellite Research explores new ways to elevate the effectiveness and delivery of dialysis therapy. And Satellite Wellbound is leading the industry in home dialysis because better outcomes and quality of life are our highest priority. We are also substantial contributors to community and philanthropic kidney initiatives. Across our organization, we share a single mission - to make life better for those living with kidney disease. Watch our video to learn more about our mission. About the Role The Sr Director of Operations is responsible to the Regional Vice President for operational oversight and administration of dialysis services within a specified Market Service Area (MSA). The Operations Senior Director is a member of the dialysis team and leads and supports both the strategic and quality plans for a specific MSA of operations. The Sr Director of Operations provides supervision, mentoring and coaching to Center Managers within the MSA in all areas of responsibilities especially in quality and operations. Quality services are defined and measured for all patients based on the direction and guidance of the Chief Medical Officer (CMO). The Senior Director of Operations works collaboratively with the Medical Director(s) and Center Manager of each center to resolve issues and improve the overall performance of center. The Senior Director of Operations provides guidance and support to the local Quality Assurance Performance Improvement (QAPI) program including the patient experience. The Senior Director of Operations maintains a strong working relationship with physicians, medical practices and payers within their business area. The Senior Director of Operations works collaboratively with Medical Affairs and Business Development staff and other corporate departments to define, implement and evaluate corporate initiatives, and responds to specific direction from the Executive Team. The person in this position, if assigned to oversee a center with a DADS license, may also be designated as the Alternate Administrator, Alternate Supervising Nurse, or Director of Nursing. Essential Functions :
Operations Market Service Area and Dialysis Center Leadership

  • Provides supervision, mentoring and advice to the Center Managers
  • Provides leadership and direction in the opening of new centers
  • Encourages and develops leadership at all levels of the organization
  • Provides corporate visibility and shares corporate communication with centers
  • Facilitates center management and the technical team in problem solving facility and supply issues/concerns
  • Supports matrix management as it functions with ancillary services including administrative functions, social work, nutrition, and quality
  • In absence of the Regional Vice President, the Senior Director of Operations has the authority to carry out responsibilities of the Regional Vice President for the MSA Employee Management
    • Plans and promotes all levels of staff involvement in the operations
    • Develops a recruitment and retention plan for the region with HR
    • Provides direction and supervision of hiring and disciplinary action at the center level and consults Human Resources when necessary
    • Reviews focal reviews with Center Managers, working collaboratively in assessing performance and setting goals
    • Utilizes the pyramid as a teaching tool for Clinical Management on staff development and retention
    • Monitors staff education and training programs
    • Promotes teamwork by offering information, advice, and assistance to all staff members in a positive, courteous, and cooperative manner
    • Contributes to Satellite being employer of choice Financial Oversight
      • Prepares and monitors, in collaboration with the Finance Department and clinical management staff, the operating and capital budgets for each center
      • Ensures that established financial targets are met
      • Works with Finance to support vendor contracts
      • Monitors the use of company guidelines for staffing ratios/patient scheduling
      • Identifies opportunities for cost savings in labor and supplies Regulatory Oversight
        • Ensures that centers operate in compliance with all State and Federal regulations, especially the CMS Conditions for Coverage for End Stage Renal Disease Facilities (Code of Federal Regulations 42, Federal Register of April 15, 2008) and the DHS Interpretive Guidelines
        • Ensures that Texas centers with a license from the Department of Aging and Disability Services ("DADS"), operate in compliance with all State and Federal regulations, including the Texas Administrative Code ("TAC"), Title 40, Part 1, Chapter 97
        • Ensures that centers are in compliance with the submission of accurate data and other information to governing agencies (e.g. ESRD Networks) in a timely manner
        • Participates in mock surveys and holds Center Manager accountable for performance plans
        • Attends Governing Board Review at least twice a year at each center Quality Assurance/Improvement/Outcomes Quality Assurance/Improvement
          • Ensures and directs the quality programs of each center, to assure that Satellite QA/QI targets are met and standards of patient care are practiced
          • Works directly with the Director of Quality to coach and monitor the Center Managers in quality and improvement
          • Ensures quarterly QAPI meetings are held at each center and attends as needed
          • Provides new ideas and products to the Regional Vice President, CMO and Quality leadership Patient Care
            • Supports and contributes to the standardization of Satellite Policies & Procedures (P&Ps)
            • Coaches the Center Manager in the delivery of safe and effective patient care
            • Ensures that documentation and medical records practices are followed according to Satellite policy Customer Service/Patient Experience
              • Ensures that Center Managers are coordinating and delivering efficient services
              • Support Patient Experience with surveys and action plans to improve experience
              • Work with all aspects of Patient Experience:
                • Physician /patient relationship
                • Patient involvement/knowledge
                • Perception of staff awareness and compassion
                • Monitors and evaluates employee and provider satisfaction
                • Directs customer service standards and practices
                • Builds strong teams to support quality of care
                  • Embraces and encourages the patient experience through education and feedback
                  • Ensure staff awareness and participation in patient experience
                  • Works directly with Medical Director to address communication with all physicians:
                    • Responds to concerns or issues immediately and appropriately
                    • Supports and coaches Medical Director in utilizing an effective QAPI process
                    • Communicates clearly, concisely, collaboratively, and non-defensively with colleagues, direct reports, corporate staff, corporate management and Center staff
                    • Builds and maintains relationships with key customers (Kaiser, HMOs, PPOs, etc.)
                    • Conducts routine meetings with payers to improve communication and service
                    • Ensures compliance with oversight and regulatory needs of the provider Business Area Relationships Strategic Planning
                      • Understands and drives organic growth within a geographic area
                      • Communicates market share trends and growth opportunities to Business Development
                      • Monitors occupancy of centers and makes recommendations on expansion or reduction in capacity
                      • Establishes relationships with key stakeholders in region (hospitals, payers, physicians, case managers, discharge planners, etc.)
                      • Investigates innovative practices to differentiate Satellite from competitors Physician/ Payer Relationships
                        • Builds and nurtures Physician's relationship with Medical Director and all referring physicians
                        • Looks for opportunities to align new physicians with Satellite
                        • Responds to requests and ideas on a routine basis
                        • Participates in physician meetings or conferences
                        • Extends knowledge and support to resolve both patient and administrative issues
                        • Works with payers to address their needs or concerns
                        • Listens to new ideas or ways to improve Satellite services Corporate Direction Business Plan
                          • Directs the strategic plan for the business region
                          • Updates demographics of each center
                          • Maintains a market awareness of providers, competitors, or other business opportunities
                          • Works with business development to enhance market development
                          • Develops and nurtures provider partnerships
                          • Builds and support physician relationships Supports Quality Plan
                            • Working with colleagues, establishes best practices for business and clinical services for implementation throughout organization
                            • Looks for opportunities to implement best practices as identified by corporate throughout the organization
                            • Provides leadership for Satellite initiatives as directed by Medical Affairs or other Executives Involvement with corporate or medical committees
                              • Participates in Corporate initiatives and projects as needed
                              • Assumes a leadership role in long-term director initiatives as directed
                              • Participates in projects as assigned by the Regional Vice President
                              • Participates in external leadership activities as a Satellite representative (professional meetings, relevant community involvement, recruiting and educational events)
                              • Encouraged to write papers and studies that represent new or improved dialysis practices Customer Service
                                • Responsible for driving the Satellite Healthcare culture through values and customer service standards
                                • Accountable for outstanding customer service to all external and internal customers
                                • Develops and maintains effective relationships through effective and timely communication
                                • Takes initiative and action to respond, resolve and follow up regarding customer service issues with all customers in a timely manner The essential functions listed are not a comprehensive inventory of all duties, tasks, and responsibilities. Employees may also perform other duties as assigned. All employees must work in accordance with Satellite's Mission, Vision, and Values of Compassion, Trust, Quality, Innovation, and Teamwork. Employees must abide by all Satellite's standards of patient care, patient's rights and ethical treatment, and adhere to safety and quality programs. Minimum Education & Experience :
                                  • RN or Bachelor's degree in Business, Finance or Healthcare preferred
                                  • 10+ years of healthcare management or supervisory experience, preferred in ESRD Knowledge, Skills & Abilities :
                                    • Ability to read, write, speak, understand and satisfactorily communicate in English
                                    • Demonstrated practice of continuous quality improvement
                                    • Demonstrated leadership and management competencies and skills including financial competence, operational excellence, exceptional communication and customer service
                                    • Excellent team-building, performance management and decision making skills
                                    • Basic computer skills (MS Outlook, Word, Power Point, Excel, etc.)
                                    • Able to travel frequently About You Making life better for those with kidney disease is a mission you can embrace fully and passionately. You want to learn about your patients beyond just their time in treatment. You know the value of compassion, commitment and especially collaboration. You believe in continuous improvement as a way of looking at everything. You pursue goals with determination and build long and productive professional relationships. What You Will Gain Relationships: You will work directly with a multi-disciplinary team who are just as passionate as you about making a difference in others' lives. You will also work alongside leaders who believe leading means serving; they support you in providing care that is unsurpassed in our industry. Impact: The care you provide will enable our patients to live a better life that meets their needs holistically. Growth: A Satellite career offers a lot of challenges, but also the support and leadership to learn and grow from each one. Here, the paths you find for fulfilling your aspirations don't need to be linear if that's your choice. With everything Satellite is doing to be a force for progress in the industry, you have many options before you. - Satellite Healthcare, Inc. is an equal opportunity employer. Satellite Healthcare, Inc . does not discriminate in employment on account of race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service. Satellite Healthcare, Inc . offers a drug free work environment.

Keywords: Satellite Healthcare, Santa Clara , Senior Director Operations - South Bay, Accounting, Auditing , Santa Clara, California

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