The Director, Urgent Care and Occupational Medicine Services provides strategic leadership in the development, implementation and on-going growth of Urgent Care and Occupational Medicine Services for the MemorialCare Medical Foundation. This position will engage and collaborate with key partners on developing strategies in order to develop consistency of service model and operating platform across the enterprise. This position will also establish consistent menu of services, price transparency and customer service standards for Urgent Care and Occupational Medicine Services. Responsible for developing standard workflows and a consistent, high touch patient experience across all sites (including standard provider work to assure retention).
Specific Job Responsibilities:
Provides leadership with respect to strategic planning, financial management, expansion analysis, new product and service development and special projects, designs viable strategies for expansion of Urgent Care services. Conducts financial analysis/projections, creates business plans, workflows and ROIs as required to support strategic planning.
Directs the daily activities of external and internal team members to design and develop approaches to projects and/or program strategies as they are implemented, ensuring that strategic direction is in line with growth and operational excellence of Urgent Care Services. Provides support and business acumen to assist the VP of Medical Operations and VP of Business Development and Strategic Services.
Assumes primary responsibility for the planning, coordination and logistics of all meetings related to the growth, services, standard workflows and strategic planning of the Urgent Care Centers. Develops meeting structure, presentation, agenda, and handouts for designated group strategic and operational meetings.
Works closely with internal and external parties to direct, organize, and facilitate high visibility projects which focus on the patient’s overall experience. Ensures that customer experience is considered in critical enterprise initiatives by overseeing the integration of patient experience in all Urgent Care initiatives, including quality and patient safety, performance improvement, patient access and medical management.
Develops positive working relationships and effectively interfaces with Medical Group and GNP physicians, MemorialCare Hospitals and Ancillary Providers to communicate relevant issues, resolve conflicts and address contractual issues as required. Participates in periodic meetings with each physician group to ensure adequate communication and information dissemination.
Manages Urgent Care Services image and brand, collaborates with marketing staff on marketing, advertising strategy and content and facilitates appropriate internal and external communications. Participates in development of marketing plan including all components of marketing mix such as advertising, promotion, direct responses, special events, on-line marketing, social media, web site, public relations and sales, and monitors implementation by marketing team.
Provides leadership and support in the successful implementation of programs which align with the strategic goals and growth objectives for the Urgent Care Services. Works collaboratively with urgent care Facility Medical Directors and others within physician leadership to ensure physicians are actively engaged. Oversees physician communications in collaboration with physician leadership.
Develops standard workflows for all urgent care locations. Works collaboratively with group operations management and leadership team to develop and implement best practices that focus on patient safety, high quality and a positive patient experience.
Monitors performance of the Urgent Care Centers via enrollment reports, financial reports and analysis, statistical data and patient satisfaction surveys. Participates in outreach as necessary.
Keeps abreast of relevant economic, industry and legislative issues affecting physician practices including participation in applicable professional associations and communicates any relevant issues to physicians and staff as appropriate.
Qualifications and Skills:
Strong interpersonal, written, verbal and presentation skills.
Strong fiscal management
Ability to problem solve operational and regulatory issues
Ability to motivate and lead team of highly educated and skilled direct reports.
Ability to use the necessary software systems needed to evaluated data, write memos, etc.
Demonstrates proficiency in budgets, data analytics, staffing and development, partnership/client collaboration, ROI analysis and projections.
Demonstrated ability to build and/or enhance strong teams with trust, respect, inclusiveness and open communication regarding program issues and results.
Demonstrates responsibility, accountability, discretion and sound judgment. Organizes workload to provide reliable follow-through and accountability to deadlines / timelines.
Experience: 10 years of experience in a progressive healthcare organization with an emphasis on management of independent physician associations or medical groups. Experience in managing urgent care services is a plus.
Let us introduce ourselves. We're MemorialCare, a nonprofit health system that includes four hospitals, two medical groups, imaging centers, surgical centers and much more. As one of the leading health systems in Orange County and Los Angeles County, we're confident that no matter what your needs are, we have the teams, tools and know-how to support you every step of the way.