Administrative & Operational Leadership
- Works in partnership with Program Director, and in coordination with the clinical division directors, to provide administrative oversight to clinical operations.
- Oversees the implementation and monitoring of clinical services, and sets guidelines for effective, efficient, and patient-centered clinical operations. Develops new clinical policies and procedures, as needed, to ensure smooth clinical operations.
- Creates and maintains an environment that promotes the safest possible standards, methods, and operations to assure the safety of our patients, clinical providers, and clinical support staff.
- Identifies, studies, and recommends solutions for clinical service problems.
- Manages the process for ensuring the required resources are available for clinical operations including, but not limited to, managing the process for order clinical supplies, establishing inventory management, and appropriate par levels.
Program Planning & Development
Develops and participates in the analysis and evaluation of strategic business plans, feasibility studies, market assessment, marketing plans, data gathering, implementation plans and presentation of written reports on prospective and existing clinical and research programs. Formulates tactical business plans in conjunction with administrative leaders
· Works with Department of Strategic Planning & Marketing (and other marketing resources as needed) to:
o Initiate, develop and implement marketing plans for clinical services.
o Identify new marketing opportunities compatible with the direction of IHHN.
o Oversee website content management, maintenance and future development enhancements.
o Assess volume growth and opportunities for the annual budgeting process.
· Assists the Program Director and the QIPS in strategic planning, special project.
External Relationship Management
· Manages departmental operations to ensure patient-centered activities and maximize patient satisfaction scores.
· Utilizes patient satisfaction data to identify opportunities for improvement in departmental workflow.
· Develops strategies to improve patient satisfaction and enhance patient experience in areas operationally managed by the Department. Establishes targets for patient satisfaction, and engages faculty and staff to improve.
· Oversees responses to patient complaints and ensures prompt resolution of their concerns, in accordance with institutional policies.
Internal Relationship Management
· Builds strong collaboration with the Director to ensure programs’s clinical goals are met. Proactively identifies clinical faculty concerns and issues, and partners with program director and operations for appropriate resolution.
· Regularly meets with IHHH clinical support staff employees to improve communication and to build productive relationships.
· Continuously communicates to clinical support staff the importance of the patient experience, quality of care, and sound financial performance; and champions’ successes and priorities for improving performance in meeting and exceeding patient and customer expectations.
· Establishes communication channels with clinical support staff and clinical faculty to ensure that they receive information on internal and external issues which effect the clinical operations of their assigned areas, as well as provide advice, assistance, information and service that aids them in attaining related objectives.
· Works with appropriate personnel and/or organizations to ensure that teams and individuals have the clinical, information and organizational tools to serve our patients and customers effectively and efficiently.