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Job Location (Full Address):

601 Elmwood Ave, Rochester, New York, United States of America, 14642

Opening:

Worker Subtype:

Regular

Time Type:

Full time

Scheduled Weekly Hours:

40

Department:

500708 CVSL RCPG & Cardiac Rehab

Work Shift:

UR - Day (United States of America)

Range:

UR URG 112

Compensation Range:

$70,600.00 - $105,800.00

Responsibilities:

Provides comprehensive administrative, operational, and strategic leadership in support of the Advanced Heart Failure (AHF) & Heart Transplant Program. Oversees complex clinical and business operations, including clinic workflow optimization, clinical quality outcomes, patient experience, financial coordination, supervision of professional staff and overall oversight of Physician Support Representative (“PSR” team. Exercises a high degree of autonomy in managing program operations, resolving complex and non-routine issues, and developing solutions that impact departmental performance and organizational priorities.

Designs and advances business management practices, planning mechanisms, and control systems necessary for effective administrative program management. Serves as the Administrative Operations leader on the leadership team, collaborating with clinical and administrative partners to coordinate and advance strategic operational initiatives. Establishes program administrative operational strategy, defines goals, and drives implementation of initiatives that align clinical services, regulatory requirements, and financial performance. Analyzes operational and clinical data to guide decision-making and ensure alignment of resources with program growth and institutional objectives.

Serves as a key administrative partner to clinical and executive leadership, collaborating across Cardiology, Solid Organ Transplant, Cardiac Surgery, and other institutional stakeholders to advance strategic initiatives, ensure regulatory compliance, and support program development. Influences decision-making by justifying recommendations, building consensus, and securing cooperation across multidisciplinary teams.

ESSENTIAL FUNCTIONS

Clinical & Operational Leadership:

• Provide strategic oversight of administrative operations in support of clinical program, including scheduling, patient access, billing coordination, and workflow design to support efficient, high-quality care delivery across the AHF & Transplant program.
• Maintain program-level accountability for the AHF Patient Services Representative (PSR) team through direct leadership of the PSR Supervisor; establish staffing strategy, performance expectations, and service standards while guiding complex employee relations and performance management matters.
• Serve as a senior escalation point for complex patient relations, service recovery, and operational challenges requiring judgment beyond standard procedures.
• Develop and implement program-wide administrative, operational, and compliance strategies that support evolving regulatory requirements and organizational priorities.
• Partner with clinical leadership to advance quality improvement initiatives and operational redesign (including plan for Phoenix utilization); represent administrative leadership in QA/QI and interdisciplinary planning forums.
• Evaluate program performance using advanced analytics, clinical quality indicators, and operational metrics; identify trends, develop recommendations, and lead implementation of improvement initiatives.
• Oversee resource planning and budget execution for equipment, services, space, and materials, ensuring alignment with strategic program objectives.
• Evaluate operational performance using key performance indicators, quality measures, and operational metrics; recommend and support implementation of improvement initiatives.
• Within an assigned budget, oversee purchasing and approvals for equipment, services, space, and materials required to support clinical operations.

Policy, Systems & Strategic Scheduling Oversight:

• Direct departmental policy governance strategy, ensuring alignment with regulatory standards, institutional priorities, and evolving clinical operations; lead development of new policies and complex revisions requiring cross-departmental collaboration.
• Provide strategic oversight of provider scheduling structures, clinic templates, and coverage models to optimize access, support on-service responsibilities, and improve operational efficiency.
• Lead enterprise-level implementation and optimization of QGenda as the standardized scheduling platform; influence adoption across stakeholders and resolve complex workflow integration challenges.

Program Strategy & Transplant Operations:

• Serve as an administrative leader for transplant program operations, ensuring compliance with CMS, UNOS, and institutional regulatory requirements while supporting program growth and sustainability.
• Lead the strategic optimization of the Phoenix platform by evaluating system capabilities, designing a business plan to operationalize automation and workflow enhancements, and driving implementation across the AHF and Heart Transplant program through stakeholder alignment, change management, and training initiatives.
• Collaborate with the Executive Director of Solid Organ Transplant, Cardiac Surgery leadership, and other institutional partners on program strategy, contract development, and vendor negotiations related to donor organ management and transplant services.
• Facilitate and influence multidisciplinary leadership forums, including transplant leadership meetings, Cath Lab–AHF coordination meetings, and senior leadership planning sessions.
• Partner with Medical Directors and senior clinicians to develop agendas, define program goals, and drive execution of strategic initiatives across the AHF & Heart Transplant program.

Financial & Program Development:

• Partner with Cardiology Finance leadership to oversee complex billing coordination initiatives (e.g., CardioMEMS), ensuring regulatory compliance, revenue integrity, and operational alignment.
• Support development and operationalization of new clinical protocols and program initiatives by coordinating administrative strategy, workflow integration, and stakeholder alignment.

Communications, Systems & Organizational Influence:

• Lead development of program communications and content strategies that support institutional priorities and patient engagement.
• Maintain advanced program reporting, documentation systems, and communication workflows that support transparency, accountability, and leadership decision-making.
• Serve as a liaison across departments, influencing collaboration and securing cooperation to advance shared program goals.

Other duties as assigned

MINIMUM EDUCATION & EXPERIENCE

• Bachelor’s degree required
• At least 3 years of relevant experience required
• Experience in a transplant program within a large academic medical center preferred
• Or an equivalent combination of education and experience required

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