Chief Operations Officer

Summary:

Position is responsible for insightful and dynamic leadership, managerial supervision, and resource support to improve effectiveness of assigned areas of responsibility at Massac County Hospital District.

Reporting Relationships:

The Director-Professional Services reports to the Chief Executive Officer of the organization and directly supervises the following positions:

• Lab Manager
• Radiology Manager
• Rehabilitation Manager
• Clinic Manager
• Cardiopulmonary Manager
• New Beginnings
• Care Coordination
• Information Systems
• Serves as Compliance Officer

Qualifications:

Undergraduate or graduate degree in business or healthcare administration is required. Minimum of three years of experience with similar job duties is preferred. Progressive leadership experience is required.

Physical Demands:

Hours of duty may be long and irregular. Sits, bends, reaches, files, types, walks and occasionally lifts <20 pounds. Visual acuity to prepare and read correspondence, documents, and reports. A more detailed description of physical demands and work environment for this position may be located in the Human Resources office.

Behavioral Expectations:

1. Promotes the organizational value of INTEGRITY

• Positively represents the organization (clinical capabilities, leadership, team members and community service) to others.
• Maintains personal appearance and personal workspace in a professional and business appropriate manner.
• Keeps supervisor and relevant team members informed of developing issues or situations that have the potential to become more significant.
• Maintains mature judgement and confidentiality regarding sensitive matters.

1. Promotes the organizational value of CUSTOMER SERVICE
   • Demands high levels of customer service from self and other team members.
   • Exercises personal initiative to improve satisfaction with organizational services by attending, procedural, and referring physicians.
   • Actively participates in organizational performance improvement initiatives designed to enhance effectiveness and/or efficiency.
   • Personally manages prompt complaint follow-up and resolution maintaining contact with the complaint until the issue is resolved.

1. Promotes the organizational value of STEWARDSHIP
   • Promptly provides the appropriate corrective action when unacceptable individual performance occurs in areas of responsibility.
   • Expends discretionary resources in a manner that supports the achievement of goals assigned by supervisor.
   • Manages personal time wisely during work hours.
   • Promptly reports situations believed to be in violation of applicable laws, regulations, or organizational policy to the appropriate team member.

Operations Management:

1. Customer Service: Improves customer satisfaction with areas of responsibility. Customer is defined as a patient, patient referral source, or those who directly serve the patient.

1. Expense Management: Prepares operating budgets to reflect an increase in value per patient served. Maintains contingency plans for greater or less than anticipated volume. Manages expenses to reflect actual volume utilizing budgeted levels as the base. Considers overall labor hours, premium labor hours, supplies purchased services and professional fees when making ongoing adjustments to budgeted levels in area of responsibility.

1. People Supervision: Maintains a routine presence during hours worked by assigned team members. Ensures that new team members are appropriately oriented, trained and mentored to facilitate their effectiveness in the role they are performing. Improves team member satisfaction and engagement in areas of responsibility.

1. Compliance Management: Maintains an awareness of and ongoing compliance with applicable laws, regulations, and organizational policies in areas of responsibility.

Administrative Responsibilities:

1. Outpatient Satisfaction: Improves outpatient satisfaction with the organization's diagnostic and therapy services. Uses survey data to identify performance improvement opportunities for supervisory employees. Oversees a management system for prompt service recovery, and a routine system for the prompt personal follow-up on complaints received from patients or their representatives.
2. Medical Office Satisfaction: Improves outpatient satisfaction with the organization's medical offices. Uses survey data to identify performance improvement opportunities for supervisory employees. Oversees a management system for prompt service recovery, and a routine system for the prompt personal follow-up on complaints received from patients or their representatives.

1. Referral Agent Satisfaction: Improves the satisfaction of referral agents to the organization's outpatient services. Seeks opportunities to enhance convenience for those who refer patients.

1. Practice Development: Works in concert with clinic manager to facilitate growth and development of the practice as desired. Seeks opportunities to support the involvement of all employees in the management of the practice.

Goal Accomplishment:

Completes assigned personal goals. Routinely reviews progress with CEO.