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The Director, Clinical Operations directs overall strategy and clinical delivery of hospital-based outpatient clinic(s). The Director, Clinical Operations analyzes, develops, and executes resource management modeling, inclusive of operational, financial, and administrative models. Serves as conduit for communications and executions between hospital leadership and the department, to ensure system alignment and efficient progression of a united ambulatory strategy. Assumes responsibility for continuously increasing clinical operations and implementing systems that enhance the patient experience, staff, and physician satisfaction.

Core Job Functions:

• In collaboration with the leadership team, develops an efficient and effective collaborative relationship between site staff and faculty members, while fostering a positive working relationship.  

• Identifies resource needs for implementation of operational plans and develops a resource tracking process that includes the organization of all care delivery models used in hospital-based outpatient clinics.

• Evaluates current communication channels, and designs and develops a comprehensive patient centered telephone call strategy.

• Creates and implements benchmark times for visits, wait times, answering phone calls, and describes delays.

• Develops and implements clinic flow parameters, including benchmarks and dashboards for patient flow through their visits, and processes for proactively managing patient wait times and delays. 

• Creates and implements non-physician provider care delivery models, based on acuity and complexity, inclusive of expectations and metrics.

• Reviews clinic staffing models to ensure productivity and increase patient flow volume.

• Collaborates with leaders to resolve patient and family issues, with faculty involvement.

• Creates policies and procedures in conjunction with leadership and maintains compliance with regulatory agencies.

• Provides senior management with necessary updates on progress and changes in scope, schedule, and resources.

• Establishes and continuously assesses the effectiveness of the internal controls within the unit and compliance with University policies and procedures. 

• Ensures employees are trained on controls within the function and on University policy and procedures.

• Represents UHealth at community events when necessary.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities, as necessary.

Core Qualifications:

Education:

• Bachelor’s degree in relevant field

Experience:

• Minimum 7 years of relevant experience

Knowledge, Skills and Attitudes:

• Knowledge of business and management principles.

• Ability to direct, manage, implement, and evaluate department operations.

• Ability to establish department goals and objectives that support the strategic plan.

• Ability to effectively plan, delegate and/or supervise the work of others.

• Ability to lead, motivate, develop and train others.

• Ability to maintain effective interpersonal relationships.

Department Specific Functions:

• Proactively ensure the patient, family, staff, and provider experience exceeds expectations.

• Reviews patient comments, responds to patient inquiries, and recommends recognition and improvement opportunities based on patient feedback through continuous quality improvement techniques and in accordance with University policies.

• Co-develops and regularly monitors the activities, operations, and financial progress to ensure site, ambulatory and enterprise goals and objectives are achieved.

• Co-develops and oversees improvement activities, as needed.

• In alignment with key stakeholders and SoLé Mia leadership team, optimizes staffing models, and workflows and experience, while ensuring efficient utilization of space and clinical resources (e.g., exam room utilization, productivity, scheduling, etc.)

• Oversees compliance with regulatory agencies and professional organizational standards.

• In conjunction with UHealth Facilities leadership and assigned site Director, Facilities (Ambulatory) coordinates maintenance of all facility space, equipment, instruments, utilities, furnishings, and grounds to ensure compliance with established UHealth standards.

• Promotes a culture of empathy and compassion via two-way communication and creates opportunities for physician, staff, and patient participation in the decision-making process, as appropriate.

• Maintains community-based and professional affiliations to enhance the sites and professional growth and remaining current with the latest trends in healthcare delivery.

• Ensures internal control oversight and compliance with laws and regulations, safeguarding of assets, compliance with UHealth policies and procedures, reliability of internal and external reporting, and efficiency and effectiveness of operations.

• Creates an effective control environment, conducts risk assessment, implements, and monitors controls.

• Participates in planning, promoting, and conducting site-specific performance improvement activities for areas of responsibility.

• In collaboration with key stakeholders (e.g., Facilities, Compliance, Risk, Legal, etc.), ensures internal control and oversight and compliance with laws and regulations, safeguarding of assets, compliance with UHealth policies and procedures, reliability of internal and external reporting, and efficiency and effectiveness of operations.

• Creates an effective control environment, conducts risk assessment, implements, and monitors controls.

• Represents UHealth at community events when necessary.

Knowledge, Skills, and Attitudes:

• Ability to maintain effective interpersonal relationships.

• Ability to direct, manage, implement, and evaluate department operations.

• Ability to establish department goals and objectives that support the strategic plan.

• Ability to effectively plan, delegate and/or supervise the work of others.

• Ability to lead, motivate, develop, and train others.

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The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.

UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by the ground breaking research and medical education at the Miller School of Medicine. As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean. Our physicians represent more than 100 specialties and sub-specialties, and have more than one million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care. We're the challenge you've been looking for.

The University of Miami is an Equal Opportunity Employer. Applicants and employees are protected from discrimination based on certain categories protected by Federal law.

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