Chief Operating Officer

JOB DESCRIPTION

Title: Chief Operating Officer

FLSA Category: Exempt

Reports To: Chief Executive Officer

Date Issued: July 2024

Job Summary:

The Chief Operating Officer (COO) is a change- and growth-oriented leader who can help GBMS, a Federally Qualified Health Center (FQHC), and its operations division grow in terms of sites, programs, and patient volume as the organization builds new and expands current health center sites. Seeking candidates who can operate in a non-profit environment with a for-profit mentality, with a balanced approach of mission and margin.

Leader with Private, Ambulatory Care, and/or Specialty Practice experience is welcome to apply.

1. Mission-focused, strategic, and process- and outcomes-minded leader with experience scaling an organization and developing a performance culture among a group of diverse, talented individuals.

2. Practices servant leader approach to team to ensure the efficient delivery of services that meet the needs of various stakeholders including other GBMS leaders, patients, physicians, employees, and the community.

3. Develops high-functioning teams at GBMS to utilize fiscal, clinical, and technology reports to deliver measurable, cost-effective results that make GBMS' vision of growth a reality. Helps develop and monitor work using key performance indicators.

4. Possesses the skills, experience, sensitivity, communication, and professionalism to tap into the power that each member of the team brings to GBMS' mission. Helps make GBMS an employer of choice that drives high patient satisfaction.

Essential Functions:

1. Uses experience in growing organizations to motivate and encourage organizational growth through developing new sites and programs. Plans for new positions and creates new job descriptions to spur and manage growth.
2. Provides strategic and tactical leadership that will drive GBMS as a growing and highly effective organization backed by high quality, timely, and accountable operational execution both in headquarters and in-country offices.
3. Builds and leads an effective team and who consistently delivers high-quality work that fulfills GBMS' mission, vision, and strategic priorities, while meeting or exceeding performance indicators. Works with operations teams to collaborate with teams of other departments and divisions with GBMS.
4. Takes charge of learning plans for self and team to ensure continuously improving operations and business skills and knowledge that promote the organization's strategic direction. Works with team to encourage promotion from within GBMS.
5. Puts strategic priorities into operation while sustaining high-quality ongoing work. Plans and manages large-scale projects as well as pilot projects that prove project/program concepts.
6. Manages priority-focused project portfolios (alignment to strategy, budget, resources, return on investment), including performance tracking and reporting. Communicates processes and outcomes via reports using narrative and charts.
7. Provides regular information demonstrating continuity to and connection with the work of the other divisions within the organization to the CEO regarding organizational performance, along with strategies and plans to continually improve performance.
8. Supports the CEO's and leadership team's work with the Board of Directors in providing strategic leadership to the organization.
9. Works with each divisional leader to build organizational fiscal strength (finance), develop balanced relationships with clinicians to provide quality care (Clinical), improve workforce (HR), balance operational needs with quality of care (Quality).
10. Converts strategic priorities into operational successes both in terms of ROI and patient satisfaction.
11. In collaboration with finance division, investigates vendors, maintains a bank of vendors for future use, and obtains bids for projects to maximize project ROI. Ensures effective communication and collaboration that maintains compatibility among project staff, subcontractors, consultants, and customers.
12. Leads GBMS work planning process, including developing budgets for the operations division and for programs and projects.
13. Collaborates with GBMS billing and finance teams to improve GBMS billing charges and collections KPIs.
14. Collaborates with GBMS grants program managers/directors to leverage opportunities of both Operations division and each grant program developing revenue and access synergies.
15. Understands the role of healthcare IT and information management in contemporary healthcare field. Tracks and reports multiple indicators of organizational performance including Operations Dashboard, Strategic Dashboard, multiple Operations Reports, and operationally-related Finance Measures.
16. Understands healthcare delivery from both in-person and telehealth perspectives. Translates knowledge to written policies and procedures.
17. Develops and delivers change management strategies.
18. Actively develops community connections in GBMS Primary Service Area including counties of Prince George's, Charles, and St. Mary's as well other counties/districts as needed. Places team strategically on county committees to enhance collaboration and GBMS patient access.
19. Continuously works to improve Patient Satisfaction scores and works to improve perception of patient satisfaction via systems as well as through individual communications with patients.
20. Continuously prepares for emergencies by keeping procedures and protocols ready to respond to emergencies. Participates in regional or state-wide emergency committees.
21. Develops goals for MCOs at GBMS and drives contract changes to improve patient access and GBMS revenue. Manages MCO and ACO contracts.
22. Takes special interest in partnership with Priority Partners MCO, ensuring the sustainability and growth of the program.
23. Understands value-based care and works to incorporate value-based care strategies, programs, and measures into GBMS programs.
24. Has knowledge of FQHC/HRSA OSV, Compliance, FTCA, and UDS manuals as well as other program and technical guidance documents and keeps updated on HRSA guidance documents. Implements changes as needed.
25. Establishes Operational systems that lead to high-quality care in accordance with HRSA and TJC. Makes division open to audit, compliance, and quality review by other GBMS divisions as needed.
26. Represents GBMS to outside partners and stakeholders, non-governmental organizations (NGOs), and relevant professional membership forums. Participates in professional organizations highly relevant to GBMS/FQHC community.

Nonessential Functions:

• Assists the CEO as required with special projects and liaison activities with other community organizations and agencies.
• Participates in planning, including long-range strategic and business plans by membership on the Executive Team.
• Participates in team/staff meetings; attends in-service meetings, and applicable workshops.
• Performs other duties as assigned by supervisor.

Core Values:

Quality, Respect, Equity, Integrity, Professionalism, Teamwork, Commitment

Supervisory Responsibility

This position manages all employees of the department and is responsible for the performance management and hiring of the employees within that department.

Managerial Responsibilities

1. Center Managers/Directors
2. Ambulatory Care Registered Nurse Manager
3. Complex Care Nurse
4. Operations Administrator/Director
5. Facilities & Safety Manager/Director
6. Patient Relations Manager/Director

Minimum Qualifications

Master’s degree in business administration, human resources management, psychology, nursing, or equivalent discipline; and five (5) years of specified work experience.

Preferred skills include but are not limited to: Project Management Professional (PMP), Health Data Management, Health Informatics, Health Information Technology experience, Healthcare Executive Credentials and training.

Substitutions

Any combination of education and experience. Incumbent may utilize either of the following options as a substitution to qualify:

• Bachelor’s degree in the specified field and ten (10) years of work experience such as described in the essential work tasks of the job description.

Competencies Needed

Accountability - Meets established expectations and takes responsibility for achieving results; encourages others to do the same.

Analytical Skills – The ability to tackle a problem by using a logical, systematic, sequential approach. Possess creative thinking, learning, systems thinking and problem solving. Must be effective at defining and solving problems in order to ensure that the real, underlying challenge is understood and that solutions actually address it.

Healthcare Systems – Knowledge of healthcare and medical terminology.

Interpersonal Skills – Work closely with other team members to effectively support their work so that solutions can be effectively implemented. Serves as a liaison for various staff and/or management and acts as the Point of Contact.

Results Oriented – The ability to focus on the desired results, setting challenging goals, focusing effort on the goals, and meeting or exceeding them.

Reporting - Drafts, runs, and distributes reports. Provides overview and communicates report findings.

Compliance

This position requires compliance with Greater Baden Medical Services (Health Center’s) compliance standards, including its Standards of Conduct, Compliance Program, and policies and procedures. Such compliance will be an element considered as part of the Chief Operations Officer’s regular performance evaluation.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical and Mental Demands

• Ability to remain in a stationary position 50% of the time.
• Ability to cope with stress.
• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer.
• The person in this position frequently communicates with patients and/or employees. Must be able to summarize and exchange accurate information.
• Occasionally moves office equipment weighing up to 25 pounds.
• Performs a variety of duties, often changing from one task to another.
• Adjust priorities quickly as circumstances dictate.
• Ability to interact appropriately with colleagues for different purposes in different context.
• Expressing or exchanging information to convey detailed spoken instructions accurately, loudly or quickly.
• Ability to judge distances and spatial relationships to see objects where and as they actually are.
• Cognitive ability to analyze, count, summarize and synthesize information from multiple sources.
• Ability to recognize social or professional behavioral cues.

Language Skills

Ability to read and interpret written or verbal documents and instructions. Ability to speak effectively to patients, employees and/or stakeholders of the organization.

Travel

Must be able to drive between Greater Baden Medical Services, Inc. locations as required.