ABOUT THE ORGANIZATION

Community Health Programs is a network of health centers and caring professionals that provide outstanding primary and preventive care for patients of all ages. What's truly unique to CHP is our broad spectrum of support services that extend beyond medical and dental issues to strengthen families and improve children's well-being. The region is a federally designated rural community and a Medically Underserved Population Area.

Community Health Programs embraces its role as a nonprofit health care provider and community partner. We are a leader in the communities we serve by providing high quality healthcare, dental services, wellness education and family support services. CHP outreach provides free health screenings, insurance enrollment assistance as well as information so people can learn how to take better care of themselves and their families.

Description

The Senior Vice President of Operations (SVP) is the operations leader responsible for providing direction on CHP's operations. The SVP collaborates with and assists the Chief Executive Officer (CEO) and members of the Senior Management Group (SMG) in fulfilling CHP's mission, vision, and values, and implementing CHP's strategic plan and the concept of "One CHP." The SVP communicates the operational strategy for CHP so that staff understands it, facilitates the development of standard operating procedures in the medical practice offices, and ensures the ongoing implementation of standard operating procedures. The SVP works closely with the Chief Medical Officer (CMO), CHP clinicians and direct patient care staff in assessing operations and facilitating standard operating procedures that are in cost effective and supporting the improvement of healthcare access and health outcomes. In collaboration with the SMG, the SVP oversees and directs the Senior Practice Managers to ensure that operations staff support patient access, patient care, clinician engagement, and clinician well-being. In collaboration with the Chief Compliance Officer and Director for Quality and Patient Safety, the SVP is a participating partner and operations advocate for compliance, quality, and safety. In collaboration with the CEO and the Executive Vice President and Chief Financial Officer (EVP/CFO), the SVP ensures that operations teams are efficient, productive, and adhere to principles of continuous improvement. The collaboration with the CMO, the SVP ensures that CHP has the appropriate clinical controls and administrative and reporting procedures in place, and effectively implements them, to effectively achieve clinical goals and objectives, including achieving desired levels of clinician productivity. The SVP solicits and reinforces constructive and professional relationships with organizations and government entities with which CHP partners and/or sub-contracts, for the provision of quality health care services.

POSITION REQUIREMENTS

Essential SVP Responsibilities:

Operational Leadership

• Works with the SMG to translate CHP’s mission, vision and values, and strategy into clinical and operational actions to achieve them. This includes directing and overseeing the Senior Practice Managers, Practice Managers, and operational work groups to ensure desired operational models and outcomes that support clinical operations.

• Serves as the principal operations spokesperson for CHP, expressing CHP’s mission, vision, and values.

• Collaborates with the CMO to implement agreed-upon plans and manage all of the projects in conjunction with the Associate Medical Directors, Senior Practice Managers, and Practice Managers. Each Senior Practice Manager will maintain close contact with their respective practices to identify relevant issues, ensure standard operating practices (“One CHP”), and work with the CMO and Associate Medical Directors on project management and project completion. The SVP of Operations will independently manage projects but keep the CMO fully informed and consult with the CMO about decisions that have clinical impact. The CMO, SVP, Associate Medical Directors, and Senior Practice Managers will be in regular communication with the EVP/Chief Financial Officer so that financial concerns are considered and addressed.

• Collaborates with the CMO, Associate Medical Directors, Senior Practice Managers, Practice Managers, and clinicians to develop goals for clinician performance and productivity, along with plans for how those goals can best be achieved. In addition, supports the CMO in ensuring that clinicians meet and, where possible, exceed their contractual and/or productivity obligations while maintaining a high level of quality.

• Collaborates with the CMO, Chief Compliance Officer, and Director of Quality and Patient Safety to facilitate and ensure that all operational weaknesses in quality and patient safety are identified and corrected in a timely manner.

• Collaborates with the Senior Director of Compliance and Risk Management and the Senior Director of Infrastructure and Emergency Preparedness to ensure that standard operating procedures for compliance and safety are developed for all medical practice offices, including safety and operations policies compliant with Massachusetts Department of Public Health (DPH), Health Resources and Services Administration (HRSA), Occupational Safety and Health Administration (OSHA), logs, manuals, and protocols that meet local, state, and federal regulatory guidelines.

• Ensures that Senior Practice Managers and Practice Managers are trained in healthcare leadership and management so they can experience professional growth and effectively perform their assigned functions.

• Collaborates with the EVP/CFO and CMO to ensure that Practice Managers and clinicians have appropriate training in effective measures to optimize coding, including meetings, performance monitoring, and feedback.

• Collaborates with the Chief Human Resources Officer to conduct performance reviews for direct reports, ensuring that adherence to CHP’s core mission and values, job skills, productivity measures, personal growth and learning opportunities are appropriately assessed and managed.

• Collaborates with the EVP/CFO, CMO, Associate Medical Directors, Senior Practice Managers, Practice Managers, and appropriate work groups to provide leadership and advocacy regarding the maintenance and utilization of a dependable and customer-oriented EHR system that meets CHP’s clinical, operational, and financial needs.

• Collaborates with the CMO, Chief Human Resources Officer, Associate Medical Directors, Senior Practice Managers, and Practice Managers to ensure respect and accommodation for diversity, equity, and inclusion in clinical activities and the hiring and management of CHP’s clinical staff.

• Collaborates with Berkshire Medical Center, the CMO, and the appropriate Practice Manager, provides support as needed to the BMC residency program outpatient clinic.

• Conducts periodic meetings with the Senior Practice Managers and Practice Managers to identify opportunities for improvement and the recruitment of operations staff.

• Attends seminars, training sessions and in-services to keep current with trends and practices in health care administration, as needed.

• Travels to sites, as necessary. Must be willing to work evening hours and weekends when necessary.

• Performs other job-related duties, as may be assigned by the CEO.

Advising the CHP Board of Directors

Attends monthly Board meetings and provides reports to the Board on operational matters of significance, such as management practices, staff sufficiency, productivity, and morale.

Leadership for the Berkshire Fallon Health Collaborative (ACO)

• Works with CHP’s CEO, EVP/CFO, and CMO to establish the goals and objectives for CHP’s membership in the ACO. This includes evaluating the ACO’s requirements for CHP to achieve designations of Tier 1, 2 or 3, as appropriate, and ensuring and attesting that the requirements are being met. Where a requirement is not being met, report this to the CEO and EVP/CFO, with a recommendation for meeting the requirement. The requirements pertain to Care Delivery, Structure and Staffing, and Population Specific Expectations.

• Participates in the Care Coordination/Care Management workgroup, Clinical IT and Interoperability work group, and such other committees and workgroups as may be appropriate to represent CHP’s interests and ensure the optimal functioning of the ACO.

• In collaboration with CHP’s CEO and EVP/CFO, plans for and assesses CHP’s financial involvement in the ACO and provides recommendations for improvements in CHP’s operations that will enable CHP to meet its care quality, productivity, and financial targets.

Community Relations

Maintains positive relationships with members of the Berkshire County healthcare and business communities and attends appropriate functions to represent CHP.

Staff Recruitment and Retention

Collaborates with Human Resources to identify qualified individuals to join CHP and participates participating in the interview and hiring process.

Committee Attendance:

• Board of Directors Meetings
• Senior Management Group Meetings
• Quality and Safety Meetings
• Compliance Meetings
• Risk Management Meetings
• Site meetings, as appropriate

Competencies: To perform the job successfully, an individual should demonstrate the following competencies:

• Subject Matter Expert:
  • Expertise in ambulatory healthcare operations.
  • Knowledge of the quality, safety, compliance, and risk management requirements of Federally Qualified Health Centers (FQHCs).
  • Knowledge of and ability to follow HIPAA regulations.

• Business Acumen:
  • • Understands essential business aspects of managing a healthcare organization, including strategy planning, operations, and finance.
    • Ability to balance the delivery of programs against the realities of a budget.

• Staff support and teamwork:
  • • Supports colleagues in their work by providing encouragement and guidance.
    • Contributes to building a positive team spirit.
    • Balances team and individual responsibilities.
    • Exhibits objectivity and openness to others' views.
    • Provides and welcomes constructive feedback.

• Excellent customer service and interpersonal skills:
  • • Exhibits the highest degree of professionalism and ethics:
      • Models and upholds the organization’s values.
      • Handles issues with tact and diplomacy.
      • Accepts responsibility for own actions.
      • Reacts well under pressure.
    • Responds to requests for service and assistance; Meets commitments.
    • Takes initiative, follows through, and manages tasks with appropriate completion time.
    • Works well under pressure, and with minimal supervision.

• Organizational skills:
  • • Knows and follows CHP policies and procedures.
    • Completes administrative tasks correctly and on time.
    • Excellent time-management skills.

• Verbal and Written Communication Skills:
  • • Excellent verbal and written skills, as applied in one-on-one and group meetings and in emails, reports, and formal presentations. Must be able to read, write and speak English.

Essential Skills and Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Skill in providing excellent customer service and support; organizing and prioritizing workload and meeting deadlines; and excellent written and verbal communication.

• Ability to interact effectively and professionally with persons from diverse cultural, socioeconomic, education, racial, ethnic, and professional backgrounds.

• Ability to work effectively with managers, co-workers, and members of the public and professional groups.

• Ability to communicate effectively, clearly, concisely with others (internal and external customers, both verbally and in writing), consistently demonstrate positive/proactive customer service attitude.

• Consistently maintains ethical behaviors exemplary of quality public service and fair standards, inclusively, among all employees and members of the public.

• Ability to work as an effective team member; function independently, exercise sound judgment and initiative; be flexible to shift priorities; maintain confidentiality; establish and maintain effective interpersonal work relationships, effectively assist managers and providers; work toward accomplishing agreed-upon goals and objectives.

• Ability to follow CHP medical practice guidelines – including adhering to the CHP policies, Mission, Values, and Compliance.

• Ability to receive constructive feedback including evaluation of providers’ productivity and practice attributes.

• Must be computer literate with ability to enter information in the CHP EHR system and compile reports or data as required.

Education and/or Experience:

• Knowledge of healthcare, and work experience in an ambulatory care, acute care, or public health setting.
• Five (5) years or more as a manager in healthcare operations.
• Bachelor’s degree from an accredited university. Master’s degree in management preferred.
• Valid Driver’s License.
• Experience with Athena medical records a plus.
• Results-proven track record of meeting individual and organizational goals.

FULL-TIME/PART-TIME Full-Time

POSITION Senior Vice President of Operations

LOCATION MA, Great Barrington, Administrative Offices

EOE STATEMENT

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.