Operations Director

Under the general direction of the Executive Director, Disability Evaluation Services or designee, the Director of Operations is administratively responsible for the assessment, planning, implementation, daily management and strategic planning of business objectives , oversight of operational functions, including oversight of and program operations teams who support the departments contractual timelines and obligations. The Director is also be responsible for developing, implementing and overseeing management tools designed to support fiscal accountability which includes, but is not limited to, the maintenance of level of effort standards and productivity monitoring related to service delivery, overseeing all department human resource initiatives related to recruitment and retention of staff, financial management systems; and negotiating and managing sub-contractual relationships all with the goals to achieve or exceed key performance indicators and exceed budgeted resource allocations. The Director is responsible for participating in business growth as deemed appropriate and supporting the development and implementation of strategic initiatives; and recommending and implementing strategies that positively impact organizational performance. This position also serves as a member of the Program Management team, and functions as manager-in-charge in absence of other executive leaders within the department.

Responsibilities

• As a member of the Senior Leadership team, provide reinforcement to the team in strategic planning, financial planning, service delivery, and service integration for assigned units or programs.• Work with Directors of assigned Program/Unit to establish and maintain strong relationships with clients and customers, as needed.• Oversee all business operating tools and standards, related business requirements and operational staffing needs for assigned areas. Assess current business operating service levels, processes, and workflows; initiate change as needed to ensure the efficient operations of department functions as a solution-oriented and valued resource.• Identify, assess and focus solutions to address client needs and department challenges; and recommend strategies to Senior Leadership that positively impact organizational performance and achieve desired outcomes.• Oversee program operational data management activities including departmental metrics and reporting.• Develop and manage internal procedures; level of effort and productivity reporting; and ensure alignment with organizational goals.• In collaboration with the Finance Director, review financial statements and performance data to measure productivity and goal achievement, and to identify areas needing cost reduction and implement program improvement.• In collaboration with the Finance Director, maintain and oversee operational and fiscal tools that track the alignment of departmental productivity measures, expenses and revenue related to the delivery of departmental services to external clients.• Oversee program operations and coordinate with peers leading clinical operations to ensure achievement of ISA, MOUS and other contractual agreement key performance indicators.• Establish and implement departmental policies, goals, objectives, and procedures, conferring with senior leadership, clients, and staff members as necessary.• Collaborate with Senior Leadership and Peers to implement business development initiatives, strategic goals and programmatic objectives according to the parameters and timelines discussed and agreed upon with Senior Leadership.• Oversee human resources and personnel processes; partner with human resources to develop and implement business and program operations position-specific recruitment and retention strategies for effective business and program operations staffing, to minimize vacancies and turnover.• Direct departmental on-boarding operations including peer advisement on new position development, Position Advisory Committee (PAC) approval procedures, processing of position actions in accordance with UMass Chan/ForHealth Consulting requirements, and managing departmental staff access to secure systems.• Work with shared infrastructure divisions within UMass Chan Medical School (UMass Chan) to assure their involvement in support of unit programs and serves the program needs in a fashion consistent with the overall goals and objectives of UMass Chan/ForHealth Consulting.• Lead, manage and develop staff in the shared business program operations teams. Assist with the management and development of other staff as appropriate.• Provide leadership and management for data security and privacy issues, including HIPAA, and working collaboratively with Office of Information Security & Compliance and/or Program/Unit Compliance Liaisons to ensure compliance with enterprise standards.• Oversee allocation of remote workforce equipment including assignment, maintenance, exchange, and return equipment related to modernization or resignation.• Develop and maintain strong relations with peers, key ForHealth Consulting business leaders, and other key clients/constituencies as appropriate to ensure efficient operations.• Negotiate and manage vendor contracts including the development of performance indicators designed to optimize and maximize programs revenue.• Develop and maintain relationships with key external partners, grantors and vendors.• Present information and updates to executive staff as required and maintain reporting tools that provide the ability for executive and senior staff to oversee program service delivery and for staff to be accountable and accurate in their duties.• Oversee operational contract compliance measures, specifically as they related to ISA deliverables.• Perform other duties as required.

Qualifications

• Master’s Level Degree or equivalent in business, health or science administration, planning or related field• 7 - 9 years of experience in health care administration or a related field, with a broad understanding of and experience in the changing and interrelated functions of health care delivery, education or research; including at least 3 years of previous management or supervisory experience• Strong business acumen and familiarity with operational best practices• Proven administrative and management ability in a complex environment preferably health care or other related service industry Demonstrated performance in strategic and financial planning and analysis• Demonstrated ability to perform within budgetary constraints delivering a consistently break-even or profitable bottom line• Experience with the development and maintenance of accountable infrastructure systems including information technology, personnel and finance systems• Demonstrated outstanding verbal and written communication skills• Proven problem solving skills including innovation, flexibility and creativity• Demonstrated leadership skills including the ability to build productive teams and motivate individuals at all levels of an organization in the pursuit of common objectives

Preferred Qualifications:

Healthcare operations experience and working knowledge of long-term services and supports, and Medicaid operations strongly preferred

Experience working in a clinically staffed environment (Nurses/Physicians) also desirable