Chief Operating Officer

Summary

Description

POSITION SUMMARY
The Chief Operating Officer manages daily operations to support the health center's mission of providing high-quality, affordable care to underserved populations. Responsibilities include overseeing clinical and non-clinical staff, ensuring regulatory compliance (including HRSA and FQHC requirements), optimizing patient flow and services, managing third-party contracts (like IT and security), and assisting the CEO with strategic planning and financial sustainability.

SUPERVISORY RESPONSIBILIITES

• Oversees clinical operations.
  • Supervises two Associate Operations Directors
• Oversees Health Information.
  • Supervises the Director of Health Information.
• Supervises the MFHC Dental Director.
• Oversees MFHC Facilities.       
  • Supervises the Facilities Coordinator.
• Oversees the daily workflow of the departments.
• Provides constructive and timely performance evaluations. 
• Handles discipline and termination of department employees in accordance with company policy and under advisement of HR when necessary.

ESSENTIAL DUTIES/RESPONSIBILITIES (Listed in descending order of importance)

1. 1. Serves as a key member of Mountain Family’s Executive (Strategy) Team to guide organizational success.
   2. Oversees, directs, and coordinates business practices and operations of the corporation’s delivery sites and programs.
   3. Analyzes costs, operations, and forecasts data on services and program activities in coordination with CFO, Clinic Managers, and other Supervisors to monitor progress in meeting program and service operational targets.
   4. Coordinates with the Director of Compliance and Quality to ensure compliance of programs and services with funding and regulatory requirements
   5. Participates in formulating and administering corporation policies and procedures, in developing long-range goals and objectives, and in implementing and monitoring compliance and progress with policies, goals, and objectives.
   6. Oversees and directs the development of facility/equipment improvements and expansions and coordinates major repairs or maintenance projects as assigned.
   7. Performs or directs the assessment and completion of facility improvement needs, and reviews general service functions to determine efficient and cost-effective options.
   8. Participates in interviewing and hiring of management staff and makes recommendations for employment to the CEO or designee.
   9. Coordinates with Director of Human Resources, Operations Manager, Program Managers and Supervisors, and other staff to organize staff development and staff education programs.
   10. Supervises, trains, and evaluates management staff in business and operational activities, retains accountability for evaluation of personnel performance through personal observation, staff interviews, and performance assessments.
   11. Provides administrative leadership in customer satisfaction to promote improvement of patient and staff experience.
   12. Establishes and manages systems to monitor usage and inventory of consumable administrative supplies.

ADDITIONAL DUTIES/RESPONSIBILITIES

1. Participates in initiatives to improve quality of care, patient satisfaction and employee satisfaction including practice management, electronic health records, and patient centered medical home models.
2. Participates in the administrative planning team and on other internal or external committees and groups as assigned by the CEO.
3. Serves or assigns a designee to serve as the HIPAA Privacy Officer for Mountain Family Health Centers and thereby is responsible for all duties outlined in the HIPAA Privacy Officer Job Description.
4. Coordinates with the Director of Compliance and Quality to ensure compliance with the Department of Health and Human Services and other agencies charged with enforcing the Privacy Rule or other applicable privacy laws in any compliance reviews or investigations.
5. Coordinates via the Site Accountable Team (SAT) and Facilities Manager all after-hours responses to facility emergencies, maintenance and security, fire, and police alarm alerts.
6. Oversees MFHC contract management.
7. Complies with all MFHC Credentialing requests in a timely manner, including allowing access to NPI, and CAQH websites.
8. Complies with all Human Resource processes and programs.
9. Completes all Human Resource assigned trainings.
10. Receives all legal notifications and processes them according to Mountain Family Health Center’s claims management policy in collaboration with MFHC’s Risk Manager. 
11. Acts as the primary spokesperson for Mountain Family Health Center to external entities in instances where a complaint that may be considered a potentially compensable claim.
12. Ensures that any services of process/summons that the health centers or it’s provider(s) receives relating to any alleged claim or complaint is promptly sent to the HHS, Office of the General Counsel, General Law Division.
13. Collaborates and assigns duties to other applicable departments within Mountain Family Health Center for the preservation of documentation related to any actual or potential claim or complaint as in according with MFHC policy and procedures.
14. Ensures the operating departments are in compliance with local, state and federal regulatory requirements and adhere to approved Mountain Family Health Center’s policy and procedures. 

REQUIRED SKILLS/ABILITIES

• Communication – Possesses excellent communication skills, both interpersonal and written, and ability to work effectively with all levels of employees. Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings; writes clearly and informatively; edits work for spelling and grammar; keeps others adequately informed; selects and uses appropriate communication methods.

• Health Center Culture – Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and principles; upholds organizational values; follows policies and procedures; supports organization's goals and values; shows respect and sensitivity for cultural differences; follows instructions; responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan; asks for and offers help when needed.

• Customer Service for Internal and External Customers/Patients – Manages difficult or emotional customer/patient situations; responds promptly to customer/patient needs; solicits customer/patient feedback to improve service; responds to requests for service and assistance; meets commitments.

• Job Knowledge – Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how job relates to others; maintains confidentiality per policy and regulations; fluent in Microsoft Office programs, including Word, Excel, PowerPoint and Outlook and job related software and computers; familiarity with social media, databases, and professional networks locally and nationally; uses resources effectively; pursues training and development opportunities; adapts to new technologies; keeps technical skills up to date.

• Problem Solving – Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics; adapts to changes in the work environment; changes approach or method to best fit the situation.

• Planning/Organizing – Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; develops realistic action plans.

• Quality Management – Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness; applies feedback to improve performance; monitors own work to ensure quality.

• Safety and Security – Observes safety and security procedures; determines appropriate action beyond guidelines; reports potentially unsafe conditions; uses equipment and materials properly.

• Teamwork – Exhibits objectivity and openness to others' views; gives and welcomes feedback; establishes and maintains effective relations; exhibits tact and consideration; offers assistance and support to co-workers; works cooperatively in group situations; works actively to resolve conflicts.

JOB QUALIFICATIONS

1. Education or Formal Training & Experience
   1. Master’s degree in business or public administration, or a Health Discipline with a focus on Administration preferred.
   2. Candidates with a bachelor’s degree in business, Public or Health Administration may substitute an additional two (2) year of management or executive experience for the Master’s Degree.
   3. Three (3) years of progressively responsible high level management and supervisory experience in similar organizations providing direct health services, with specific knowledge, experience, and demonstrated ability in the areas of budget development and management, personnel development and management, compliance oversight, professional staff development, organizational evaluation, grant development, communication, and leadership skills in an ambulatory medical care setting with preference given for experience in Community Health Centers.

1. Requirements

1. Must pass a criminal background check.
2. Annual Flu vaccine required. Employer will provide.
3. Obtain PPD for tuberculosis (annually if provider).  Employer will provide.
4. Obtain vaccine records for MMR, Varicella, T-DaP, Hep B.  Employer will provide.

1. Knowledge, Skill & Ability: (include materials and equipment directly used)

1. Knowledge of principles and practices of organizational management and demonstrated skills in administration, governmental policies affecting clinic service delivery and operational requirements at Federal, State, and Local levels, financial and budget management, and personnel development.
2. Written and verbal communication skills in English commensurate with college level education.
3. Knowledge and skills in group dynamics, interpersonal relationships, and supervisory techniques.
4. Knowledge of health care needs and needs assessment models.
5. Knowledge of techniques and models for clinical service delivery.
6. Demonstrated skill in leadership, communication, training, and team development for professional and para-professional staff.
7. Skill in conflict management/resolution.
8. Skill in computer software applications such as word processing, data bases, spread sheets, and scheduling.
9. Ability to relate effectively to persons of diverse educational and cultural backgrounds.

1. Physical Requirements and Workplace Environment:

1. Requires long periods of sitting, telephone, and computer work. 
2. Requires ability to lift, carry, push, and pull up to 25 pounds.
3. Requires ability to use routine office equipment such as computer and telephone.
4. Requires sufficient near vision to be able to read documents and computer screen.
5. Requires ability to comprehend both oral and written communications.
6. OSHA Category II:  Tasks in which the normal work routine involves no exposure to blood, body fluids or tissue, but exposure or potential exposure may be required as a condition of employment.
7. HIPAA Classification:  unrestricted Access: A workforce member with unrestricted access will have full access to patient’s protected health information, including the patient’s entire medical record, for patient care purposes. 

Additional Requirements
Perform such other duties or projects as determined by this position’s supervisor. 

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related duties requested by their supervisor.