Satellite Healthcare

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Director - Home Operations

at Satellite Healthcare

Posted: 9/27/2019
Job Status: Full Time
Job Reference #: *647C9A8B5ABD6286
Keywords: operations, director

Job Description

Requisition Number
19-9602

Post Date
8/19/2019

Title
Director - Home Operations

Job Category
Leadership

Location
Corporate HQT

Job Status
Full Time

Work Hours
40

City
Sacramento / Stockton Market Service Area

State
CA

Description

Satellite Healthcare is a successful, nonprofit organization that has improved the lives of people living with kidney disease since 1973. We earn our national reputation for excellent patient care each day by offering a complete range of dialysis therapy choices, personalized clinical services, and unparalleled wellness education.

Satellite Healthcare provides expert, personalized kidney care at over 80 centers across the U.S. as well as at acute dialysis locations in California and Texas. Learn more about Satellite Healthcare atwww.satellitehealth.com.

The Director of Home Operations is responsible for operational oversight and administration of home services within a specified Market Area. This position has operational leadership accountability for general business management oversight for home business initiatives and is accountable to overall Home performance goals and objectives within a territory of operation. The position will interact and collaborate with a wide variety of multi-disciplinary managers and leaders to support high quality outcomes and growth within the assigned market of operation.

The Director of home operation provides supervision, mentoring and coaching to Center Managers within their assigned market in all areas of responsibilities especially in quality and home operations.

The Director of Home Operations maintains a strong working relationship with physicians, medical practices and payers within their business area. The Director of Operations works collaboratively with Medical Affairs and Business Development staff and other corporate departments to define, implement and evaluate corporate initiatives, and responds to specific direction from the Executive Team.

The Home Operations will partner closely with all efforts to deploy and enhance programs in Home training, education and implantation of Home programs in partnership with operations leadership within the territory of operation. Other key responsibilities include actively growing Satellite’s network by building new home programs and WellBound centers, promoting best practices and high performance for the care models, and building and managing strong physician relationships. There is involvement in the integration of acquired facilities, companies or programs, including introduction and implementation of additions to the home services line of business, as needed in a designated area as well as partnering with the Home Office departments and Home division. This role is pivotal in bridging improvements between the business and clinical programs and leaders.

Essential Functions:
The essential functions listed are not a comprehensive inventory of all duties, tasks, and responsibilities. Employees may also perform other duties as assigned. All employees must work in accordance with Satellite’s Mission, Vision, and Values of Compassion, Trust, Quality, Innovation, and Teamwork. Employees must abide by all Satellite’s standards of patient care, patient’s rights and ethical treatment, and adhere to safety and quality programs.

Operations

  • Provides supervision, mentoring and advice to the center management
  • Provides leadership and direction in the opening of new centers
  • Encourages and develops leadership at all levels of the organization
  • Provides home office visibility and shares communications with centers
  • Facilitates center management and the technical team in problem solving facility and supply issues/concerns

Employee Management

  • Plans and promotes all levels of staff involvement in the operations
  • Develops a recruitment and retention plan for the region with HR
  • Provides direction and supervision of hiring and disciplinary action at the center level and consults Human Resources when necessary
  • Reviews focal reviews with center management, working collaboratively in assessing performance and setting goals
  • Promotes staff development and retention for center management using provided tools and resources
  • Monitors staff education and training programs
  • Promotes teamwork by offering information, advice, and assistance to all staff members in a positive, courteous, and cooperative manner
  • Contributes to Satellite being employer of choice by responding to employees’ requests in a timely manner

Financial Oversight

  • Prepares and monitors, in collaboration with the Finance Department and center management staff, the operating and capital budgets for each center
  • Ensures that established financial targets are met
  • Works with Finance to support vendor contracts
  • Monitors the use of company guidelines for staffing ratios/patient scheduling
  • Identifies opportunities for cost savings in labor and supplies

Regulatory Oversight

  • Ensures that centers operate in compliance with all State and Federal regulations, especially the CMS Conditions for Coverage for End Stage Renal Disease Facilities (Code of Federal Regulations 42, Federal Register of April 15, 2008) and the DHS Interpretive Guidelines
  • Ensures that Texas centers with a license from the Department of Aging and Disability Services (“DADS”), operate in compliance with all State and Federal regulations, including the Texas Administrative Code (“TAC”), Title 40, Part 1, Chapter 97
  • Ensures that centers are in compliance with the submission of accurate data and other information to governing agencies (e.g. ESRD Networks) in a timely manner
  • Participates in mock surveys and holds center management accountable for performance plans
  • Attends Governing Board Review at least twice a year at each center

Quality Assurance/Improvement

  • Ensures and directs the quality programs of each center, to assure that Satellite QA/QI targets are met and standards of patient care are practiced
  • Works directly with the Director of Quality to coach and monitor center management in quality and improvement
  • Ensures quarterly QAPI meetings are held at each center and attends as needed
  • Provides new ideas and products to the Regional Vice President, CMO and Quality leadership

Patient Care

  • Supports and contributes to the standardization of Satellite Policies & Procedures (P&Ps)
  • Coaches center management in the delivery of safe and effective patient care
  • Ensures that documentation and medical records practices are followed according to Satellite policy

Customer Service/Patient Experience

  • Ensures that center management are coordinating and delivering efficient services
  • Support Patient Experience with surveys and action plans to improve experience
  • Work with all aspects of Patient Experience:
  • Physician/patient relationship
  • Patient involvement/knowledge
  • Perception of staff awareness and compassion
  • Monitors and evaluates employee and provider satisfaction
  • Directs customer service standards and practices
  • Builds strong teams to support quality of care
  • Embraces and encourages the patient experience through education and feedback
  • Ensure staff awareness and participation in patient experience
  • Works directly with Medical Director to address communication with all physicians:
  • Responds to concerns or issues immediately and appropriately
  • Supports and coaches Medical Director in utilizing an effective QAPI process
  • Communicates clearly, concisely, collaboratively, and non-defensively with all colleagues
  • Builds and maintains relationships with key customers (Kaiser, HMOs, PPOs, etc.)
  • Conducts routine meetings with payers to improve communication and service
  • Ensures compliance with oversight and regulatory needs of the provider

Strategic Planning

  • Understands and drives organic growth within a geographic area
  • Communicates market share trends and growth opportunities to Business Development
  • Monitors occupancy of centers and makes recommendations on expansion or reduction in capacity
  • Establishes relationships with key stakeholders in region (hospitals, payers, physicians, case managers, discharge planners, etc.)
  • Investigates innovative practices to differentiate Satellite from competitors

Physician/ Payer Relationships

  • Builds and nurtures Physician’s relationship with Medical Director and all referring physicians
  • Looks for opportunities to align new physicians with Satellite
  • Responds to requests and ideas on a routine basis
  • Participates in physician meetings or conferences
  • Extends knowledge and support to resolve both patient and administrative issues
  • Works with payers to address their needs or concerns
  • Listens to new ideas or ways to improve Satellite services

Business Plan

  • Assists with directing the strategic plan for the business region
  • Updates demographics of each center
  • Maintains a market awareness of providers, competitors, or other business opportunities
  • Works with business development to enhance market development
  • Develops and nurtures provider partnerships
  • Builds and support physician relationships

Supports Quality Plan

  • Working with colleagues, establishes best practices for business and clinical services for implementation throughout organization
  • Looks for opportunities to implement best practices as identified by the home office throughout the organization
  • Provides leadership for Satellite initiatives as directed by Medical Affairs or other Executives

Involvement with home office or medical committees

  • Participates in home office initiatives and projects as needed
  • Assumes a leadership role in long-term director initiatives as directed
  • Participates in projects as assigned by the Regional Vice President
  • Participates in external leadership activities as a Satellite representative (professional meetings, relevant community involvement, recruiting and educational events)
  • Encouraged to write papers and studies that represent new or improved dialysis practices

Customer Service

  • Responsible for driving the Satellite Healthcare culture through values and customer service standards
  • Accountable for outstanding customer service to all external and internal customers
  • Develops and maintains effective relationships through effective and timely communication
  • Takes initiative and action to respond, resolve and follow up regarding customer service issues with all customers in a timely manner



Requirements

Minimum Education & Experience:
Any combination of education and experience that would likely provide the required knowledge, skills, and abilities as well as possession of any required licenses or certifications is qualifying

  • BS degree; Master’s Degree preferred
  • Three (3) years of experience in relevant health care roles and organizations
  • Home Dialysis Experience in operations, management or growth preferred

Minimum Knowledge, Skills & Abilities:

  • Ability to travel a minimum of 50%
  • Ability to communicate effectively at all organizational levels and in situations requiring instructing, persuading, negotiating, conflict resolution, consulting and advising as well as prepare clear, comprehensive written and oral reports and materials
  • Ability to manage, coach and develop employees; able to model a supportive culture through values and customer service standards and servant leadership principles and training
  • Ability to provide leadership and influence others
  • Knowledge of health care and dialysis environment
  • Excellent skills at developing value propositions and presenting them