Visible, proactive, personally involved leader with excellent communication and organizational skills, capable of providing focused leadership and continuing to establish Kaiser Permanente's position within the local market. This individual must possess a well developed capability for strategic decision making and a track record of proven results in the area of customer satisfaction, employee satisfaction, operational excellence and strong P&L results-oriented financial leadership. Creative and innovative operational leadership capable of differentiating Kaiser Permanente within the health care industry. Must possess an excellent sense of product, service and clinical excellence, customer loyalty and be a responsive and engaged, a interactive leader, capable of building strong positive relationships with internal and external customers, which result in the success of the organization. This individual must exhibit business savvy leadership, financial acumen, adaptability and willingness to operate successfully in a wide array of high profile business activities.
Essential Functions:
- Provides facility oversight for all departments (including ancillary, specialty and extended hours), ensuring focused leadership, exceptional service and clinical excellence for the medical office. Analyze and evaluate the effectiveness of medical office systems and business processes that support regional strategic imperatives. Responsible for aligning staff to hours of operation and scheduling staff to accommodate member/patient demand. In conjunction with the Clinical Directors, leads departments in identified service and quality targets. Resource balances staff across medical office in a manner that engages the customer and embraces the integrated care delivery system.
- Develops and facilitates verbal/ written communications and executes strategies that support regional vision, goals and key business initiatives/information to the medical office staff. Responsible for planning and facilitating facility leadership and full staff meetings with partnership with managing physician and other operational leaders. Collaborates with facility leadership on operational and department work flows.
- Foster collaborative partnerships with internal and external customers that enhance organizational image, and membership growth. Maintain a strategic partnership with Marketing and Broker Relations that supports focused facility tours, open house activities and enhanced broker relationships.
- Maintains productive partnerships with senior leadership, managing physicians, department administrators and department chiefs, labor partners, facility leadership and staff to achieve Business and Labor Management Partnership business imperatives. Demonstrate and exercise negotiation and diplomacy skills that display appropriate conflict resolution and problem solving skills.
- Provides direct oversight for the administrative staff, clerical support and patient registration staff and works in collaboration with the Directors of the clinical departments. Accountable for operational leadership and front-end revenue cycle business processes and system adjustments. Ensures adherence to all regulations within all departments of the Medical Offices.
- Possess financial acumen, accountable for departmental budgets, financial resource stewardship for the assigned medical office. Responsible for monitoring department budgets and financial performance using quantitative information to manage and make decisions that enhance the affordability performance of the medical office.
Basic Qualifications:
Bachelor's Degree in Business Administration or related degree.
Five (5) to seven (7) years business experience within health care and service related industry.
Min. of five (5) years of progressive supervisory/management experience.
Successful change management within the organization.
Completion of Customer Service Assessment.
Preferred Qualifications:
Masters desgree or equivalent combination or educations and experience in Business, Health Care and/or Service Industry.
Strong service orientation.
Strong analytical and financial acumen skills.
Proficient knowledge of databases and scheduling tools.
Strong knowledge of Operations; Health Care a plus.