Director Practice Operations

Join Martins Point Health Care - an innovative not-for-profit health care organization offering care and coverage to the people of Maine and beyond. As a joined force ofpeople caring for people Martins Point employees are on amission to transform our health care system while creating a healthier community. Martins Point employees enjoy an organizational culture of trust and respect where our values - taking care of ourselves and others continuous learning helping each other and having fun - are brought to life every day. Join us and find out for yourself why Martins Point has been certified as a Great Place to Work since 2015.

Key Outcomes:

• Directs coordinates and has oversight and responsibility for all aspects of Health Center operations in partnership with the Practice Medical Director(s).
• Leads efforts to continually improve the patient experience and improve patient loyalty creating a patient-centered care environment that will result in high patient satisfaction scores. Establishes and monitors customer service goals and performance. Resolves customer concerns and complaints.
• Leads efforts to grow the total patient panel.
• Meets with provers on a regular basis to review their dashboard check-in on engagement and quality metrics.
• Leads improvement initiatives of financial performance of the Health Center(s) to grow annual net income.
• Prepares oversees and is accountable for operating and capital budgets. Understands and manages multiple revenue streams (fee for service risk sharing and medical expense management quality incentives etc.). Manages operating expenses efficiently.
• Partners with site leadership to prepare and manage business and strategic plans which improve the financial performance of the practice. Prepares and delivers regular return and reports. Develops sound business cases to support investments in personnel or capital.
• Partners with Provider Leads on clinical incident reporting and resolution patient satisfaction concerns and resolution and regular Provider meeting agendas.
• Measures and seeks to continually improve provider and staff satisfaction.
• Oversees all non-provider personnel and in partnership with PMD provider personnel. Hires new staff (as appropriate) and ensures that all Health Center staff members receive appropriate orientation training and development. Develops talent and succession plans.
• In partnership with the PMD manages provider non-clinical performance.
• Reallocates staff within Health Center or work with colleagues at other Health Centers to reallocate staff to address staffing problems.
• In partnership with the PMD and site leadership establishes clear quality goals and creates an environment and systems which support teams in achieving them.
• Ensures the delivery of high-quality patient care by implementing MPHC quality initiatives and ensures compliance with company policies guidelines and applicable regulatory programs) HIPAA NCQA Corporate Compliance etc.
• Participates in local marketing and community relations efforts on behalf of the Health Center or Delivery System.
• Holds responsibility for ensuring that the provider call scheduling and planning is conducted effectively and efficiently.
• Manages and negotiates contractual relationships with community-based physicians providing care to MPHC patients at the Health Center (refers medical management and clinical questions related to these contracted providers to local physician leadership or specialty directors as appropriate).
• Serves as a continuous improvement champion leading improvement by example and creating an environment which encourages all employees to participate in identifying assessing and resolving problems. Leads improvement efforts and events both locally and for the DS as a whole.
• Supports the development and implementation of Standard Work across the MPHC Delivery System.
• Partners with IT to ensure excellent system implementation or enhancements to maximize functionality and operating efficiency.
• Serves on or lead one or more cross-Delivery System or MPHC level teams with a goal of improving system performance (i.e.: Marketing Behavioral Health etc.)
• Partners with leaders of ancillary and specialty services as appropriate (i.e.: Lab Pharmacy Radiology etc.) to ensure efficient and effective services.
• External contacts may include local and community organization leaders and local municipal leaders.
• Participates in daily huddles and regular team meetings to improve workflows and contribute to improving patient population outcomes.

Education/Experience:

• Bachelors degree in relevant field or equivalent combination of education and experience; Masters degree preferred
• 10 years of professional level experience in Finance or operational aspect of health center and/or medical practice including experience in a leadership role
• Strong financial acumen and demonstrated experience coaching providers for performance to enhance profitability of their business

Required License(s) and/or Certification(s):

• None

Skills/Knowledge/Competencies (Behaviors):

• Demonstrated understanding of and alignment with Martins Point Values.
• Demonstrated ability to lead complex organizational changes.
• Effectiveness in collaborating with providers and clinical leaders.
• Demonstrated ability to use process improvement techniques to achieve operational results.
• Experience developing and managing budgets to achieve financial results.
• Ability to effectively achieve results through collaboration with and management of staff.
• Understanding of HIPAA NCQA and other regulatory requirements to ensure practice compliance.
• Ability to communicate effectively both in writing and orally with a wide range of stakeholders.
• Ability to plan organize prioritize and direct the work of others.
• Demonstrates initiative in identifying problems and researching recommending and implementing solutions.
• Ability to maintain patient and staff confidentiality.
• Knowledge of scheduling technology and protocols to maximize clinical productivity.
• Requires a high degree of judgment discretion initiative leadership and demonstrated ability in financial management negotiations communication and interpersonal skills.
• Ability to travel within state and out of state to other Health Centers trainings or conferences.

There are additional competencies linked to individual contributor provider and leadership roles. Please consult with your leader to discuss additional competencies that are relevant to your position.

This position is not eligible for immigration sponsorship.

We are an equal opportunity/affirmative action employer.

Martins Point complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process to perform essential job functions and/or to receive other benefits and privileges of employment please contact

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