Operations Director, Community Health Equity

• Lead the design of the Community Health Equity team in partnership with a multidisciplinary group of leaders from Population Health, the Health Equity Accelerator, and other key clinical and operational stakeholders across BMC and its partners to design community health equity programs, identify performance opportunities, set measurable targets, and develop central and local support processes to drive equity improvement. Design activities will include workflows, staffing, and governance structure.
• Partner with Human Resources to source, interview, and select staff for the Community Health Equity team.
• Prepare, justify and present strategic plans, business cases and budgets; while measuring and reporting the impact of different strategies and programs.
• Work requires the analytical ability necessary to analyze operations, develop systems and programs to coordinate the efficient flow of patient visits, treatments and appointments, develop short- and long-term strategic to meet objectives, develop operating and capital budgets, evaluate productivity, and develop business plans.
• Partner with data analysts and clinical IT to design a workflow to provide access to enrollees patient information with relevant staff members (e.g. CHW, RN, Pharmacists, RDs) and close the loop with communication back to primary care providers.
• Work requires advanced interpersonal skills and political savvy necessary to work effectively with multi-disciplinary work groups (e.g., physician practice groups, hospital administrators and managers, nurse management staff, fiscal staff and professional staff), act as a liaison to medical staff, negotiate contracts and purchasing agreements, effect changes in operations, policies, procedures and systems and provide guidance and direction to assigned managers. Advanced interpersonal skills are also required to work effectively in a matrix style organization where reporting areas often have complex relationships with the hospital and division (e.g., Physician Practice Groups, Contracted Services, and Nurse Management Structures).
• Supervise the operational work of the team, act as liaison with all the relevant departments and community organizations and continue to refine the design of the program as it grows. Develop and monitor a set of KPIs to track reach and outcome of the team’s work.
• Support Partnerships Manager in creating bi-directional processes for exchanging patient information with community organizations.
• Partner effectively with community programs and service organizations in the design, implementation, and sustainability of the program.
• Approve and implement administrative policies and procedures. Recommend and implement changes in policies and procedures to improve the cost effectiveness of operations and ensure that patient's time (i.e., for visits, appointments and treatments) is used in an efficient manner.
• Partner with the Medical Director of Community Health Equity and other clinical leaders to co-develop clinical workflows. Manage and revise clinical workflows with the evolution of clinical practice, compliance, and regulation.
• The Operations Director may also participate in the planning and management of additional innovations to further equitable delivery of care. In addition to the direct management of a central team, the director will also be responsible (with clinical leadership) for support of system-wide initiatives to reduce disparities. For example, harmonizing outreach protocols, developing linguistically/culturally appropriate screening tools, etc.
• Once the team is operational, the Operations Director will continue to work as the administrative leader for the community health equity team to ensure clinical and operational outcomes are met in a productive and cost effective manner. The director will work with stakeholders to provide for the identification, analysis and development of operating policies, systems, programs and standards.
• Maintains clinic policy and procedure manual. Adheres to performance standards as outlined by the Joint Commission.

• Bachelor’s Degree Required; Master’s Degree in Business, Public Health or related field strongly preferred

• Minimum of 3 years of management experience and 5-7 years of experience in a healthcare related field required

• Experience in process improvement strongly preferred
• Demonstrated experience managing cross-functional teams and projects
• Strong interest in social determinants of health and advancing racial health equity.
• Self-motivated individual with the ability to make independent decisions in the best interest of the patient and population served.
• Analytical ability to solve clinical nursing issues and lead development of innovative projects.
• Familiarity with various process improvement methodologies.
• Organizational skills to set priorities and efficiently complete assigned work.
• Effective interpersonal skills to work with many stakeholders and facilitate leadership and communication across various members of the health care team, patients, and families as well as outside vendors.
• Ability to build and manage relationships in a highly complex and changing environment
• Demonstrated ability to handle stressful situations in a calm and professional manner
• Effective verbal and written communication skills appropriate to the patient populations served.
• Multilingual skills in languages appropriate to the patient populations served by the medical center preferred (Spanish).
• Physical ability to meet the core job responsibilities in accordance with practice setting demands.

Boston Medical Center