Program Director - Freestanding ER and Urgent Care

Job Description

POSITION OVERVIEW

The Program Director provides strategic and operational leadership for assigned ER/Urgent Care facilities, with responsibility for overall site performance, team leadership, and partner relationships. This role oversees day-to-day operations, drives operational and financial performance, and identifies opportunities to improve efficiency, patient experience, and business results. The Program Director leads and develops facility leadership and front office teams while working closely with the RVP of Operations, Medical Director, hospital partners, and other key stakeholders to ensure operational goals are achieved and high standards of service are maintained.

POSITION RESPONSIBILITIES

• Oversight and management of facility level operations for Free-Standing Emergency Room and Urgent Care Hospital Outpatient Department including but not limited to:

• Complete P&L responsibility for the facility(s)
• Integration of operations with all applicable hospital departments (i.e. Nursing, Radiology, Laboratory, etc.)
• Coordination and integration of Provider activities in concert with the Medical Director
• Ensure operational procedures are consistently maintained in facility
• Provide leadership and motivation to maintain patient oriented customer service culture
• Responsible for maintaining facility operational metrics in accordance with benchmarks set

• Coordination with hospital partner for clinical recruitment and training
• Serve as cultural champion facility(s)
• Management of facility department leadership staff for facility(s)
• Participate in regulatory and accreditation preparedness and survey process
• Participation in local marketing activities
• Ensure compliance with Hospital Policies, procedures, and processes, and requirements of regulatory, licensing, and accreditation activities
• Promote the value proposition of Intuitive through coaching the Clinical Managers and administrative staff through daily activities for partner relationship. Maintain a positive and engaged relationship with the hospital partner leadership team. 
• Participate in the budget development process with the Regional Vice President and Joint Operating Committee. 
• Management of the customer service experience and relations at the facility and comprehensive measurement, tracking and reporting of customer satisfaction levels at the facility.
• Responsible for volume and center level growth.

Qualifications

REQUIREMENTS

•Bachelor’s degree required; Master's/MBA preferred, RN license preferred

• Alignment with our core values and ability to lead through servant leadership

• Strong, clear, and precise verbal and written communication skills

• Strong communication & relationship management skills

• Ability to work collaboratively across multiple organizations

• Solid understanding of Healthcare Operations

• Solid understanding of hospital-based reimbursement, including the interplay of documentation, coding, billing, and collections.

• Highly motivated individual with demonstrated initiative, independence, and curiosity

• Self-driven, with an ability to work well under pressure and respond to shifting priorities

• Ability to manage multiple projects simultaneously

• Minimum of 7 years’ experience within the healthcare sector

• Minimum of 3 years' experience in healthcare management required; experience with multi-site management is preferred

This is not necessarily an exhaustive list of all responsibilities, performance standards, measurements, skills, or requirements associated with this job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require other or different tasks to be performed when circumstances change.

PHYSICAL DEMANDS

This job operates in a healthcare setting. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk and hear.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. This position would require moderate noise from phones, computers, printers, and medical equipment. This position requires intermittent physical activity, including standing, walking, bending, kneeling, stooping, and crouching as well as lifting and supporting patients.

POSITION TYPE/EXPECTED HOURS OF WORK

Exempt/Salary

TRAVEL

Travel is primarily local during the business day between facilities, although some out-of-the-area and overnight travel may be needed from time to time. Incumbent will be required to work at any facility and be responsible for their own transportation.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. 

Additional Information

Intuitive Health is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic under applicable law. All employment decisions are based on qualifications, merit, and business needs.