Job Description
Reporting to the Senior Vice President, Chief Medical Officer of UM Capital Region Health, Senior Director of Perioperative Business and Operations is a highly dynamic role, responsible for the oversight and management of UM Capital Region Health's perioperative services, including pre-operative, intraoperative, post-operative operations, anesthesiology partnerships, gastrointestinal lab, cystoscopy, procedural rooms, central sterile processing, and core operative supply storage. This position directs, develops and manages effective and comprehensive oversight of operations, business and financial performance for all perioperative services of University of Maryland Capital Region Health. It oversees the development and implementation of policies, procedures, performance standards and objectives within perioperative services that support the care and treatment of patients; evaluates performance and maintains performance improvement standards and records; coordinates services with other Capital Region Health departments to provide maximum level of total service delivery and care for patients in accordance with UM Capital Region and UMMS philosophy and objectives. Provides oversight and support to the clinical and operational leaders and all team members throughout all departments. Participates in and oversees performance improvement activities, budget development, monitoring & execution, staffing, human resource management, capital equipment budgeting & procurement, and other major departmental projects as assigned by the executive council of Capital Region Health. The Senior Director of Perioperative Business and Operations serves as a co-chair of the Perioperative Governance Council alongside the perioperative medical director.
Principal Duties:
1. Strategic Business Perspective: Fosters an environment of business-oriented management, efficiency, and service orientation within perioperative services and throughout the organization. Implements/directs business and operational systems, budget and communication processes that reflect integration of the organization's strategic plan and key operational goals with the areas of responsibility. Assures alignment of department operations to achieve desired service/program outcomes. Provides leadership and engages staff to achieve excellence in service delivery. Develops and oversees the allocation of resources that enhance workload efficiencies, performance and outcomes.
2. Visioning: Collaborates with senior leadership on the development of effective plans for the organization's perioperative services future based on a clear understanding of trends, uncertainties, risk, and rewards. Positions the organization to take advantage of trends. Communicates the vision with clarity and translates the vision into action.
3. Alignment: Aligns the workforce performance with the organization's strategic and key operational priorities. Applies an understanding of the organization's vision of products, service lines, key competitors, and customers to provide valued insights to the leadership team. Communicates a vision of the organization that inspires and aligns employee performance.
4. Leadership & Management: Articulates a clear direction for the perioperative services that translates into tangible goals and outcomes for staff. Inspires staff to move in desired direction through role modeling, delegation of tasks, removal of barriers, monitoring progress and serving as an advocate. Leverages available resources to meet departmental/organizational goals. Purposefully provides guidance in setting priorities, delegating tasks, and developing a results-oriented approach.
5. Talent Management: Accurately identifies and selects qualified candidates during the recruitment process (interviewing, hiring and orientation). Stays abreast of critical shortages in health care labor market. Designs strategies to retain talented individuals including recognition, coaching and creating potential career pathways for staff. Develops and delivers timely, valuable and constructive feedback via the performance review system that includes reflective self-analysis, goal setting and action planning for improvement. Creates and delivers stretch assignments as growth opportunities for direct reports. Identifies internal candidates with high leadership potential. Grows bench strength toward succession planning.
6. Financial performance: Directs and oversees the financial performance of assigned departments through the annual operating budget process and leads necessary changes. Organizes and controls the capital operating budgets, making recommendations on operational needs through analysis of each department. Assists in the development of the business case, including financials for new program development and capital projects. Monitors Department Managers' performance for each respective unit to ensure those fiscal goals are met. Ensures each responsibility center operates within the approved flexible budget targets (+-3% FTE variance, +-5% salary dollar variance). Completes a monthly budget variance report as requested that analyzes and explains variances. Implements alternative solutions and/or options for resource allocation to operate within budget. Utilizes principles of cost containment without sacrificing quality. Unit of Service (NHPPD, CPPD, etc.) targets monitored daily to meet budgetary goals.
7. Technology: Identifies and recommends new technology to enhance organizational mission, vision and values. Aligns new technologies with the organization's strategic plan and key operating priorities. Considers impact on the organization, work structure, job design, educational needs and other essential resources during the planning, implementation and ongoing evaluation. Identifies and utilizes comprehensive performance metrics to maximize organizational performance.
8. Communication: Uses communication processes that are transparent and ensures employees receive timely, frequent information that affects their quality of work life and condition of employment. Develops and delivers communications (oral and written) that have clarity and impact. Identifies situations when planned communication strategies are required and ensures that comprehensive communication plans and strategies are applied in sensitive situations.
9. Compliance: Stays abreast of pertinent regulatory, accreditation, and applicable standards (TJC, OHCQ, OSHA etc.). Oversees operational compliance with applicable standards. Assumes assigned leadership role during survey preparedness and survey process. Addresses areas of deficiency with a comprehensive action plan. Provides direction and vigilance to performance for areas of responsibility, activity, and/or project.
10. Creates, promotes and sustains an atmosphere that is consistent with organizational core values. Directs activities to ensure high productivity, low turnover and high levels of employee satisfaction.
11. Recognizes and rewards positive contributions of all levels of staff and follow-up on staff suggestions; effectively responds to staff concerns; demonstrates a caring attitude. Celebrates achievements.
12. Maintains accountability for all department equipment. Develops programs and new initiatives that foster cost containment and efficient operations.
13. Demonstrates effective communications/customer/human relations.
14. Creates an atmosphere of service excellence within the departments. Models effective customer service behaviors.
15. Acts as communication liaison between the Vice President and staff. Provides feedback from department/staff to the Vice President. Keeps Vice President informed of unusual incidents, problems, and matters of concern.
16. Promotes and maintains collaborative relationships within the clinical department as well as the Medical Staff, Administrative Staff and other members of the health care team. Includes physicians in decision-making aspects and seeks physician input as appropriate. Supports partnerships, teamwork and cooperation.
17. Sets an example for all staff through conduct, appearance and communications. Demonstrates effective written and verbal communication skills regarding issues, problems, etc. Demonstrates effective listening skills in interactions with patients, families, physicians and staff, including periods of stress and confusion.
18. Appropriately addresses all patient, physician, visitor or employee complaints within two (2) working days; addresses grievances within prescribed time frame. Provides appropriate follow-up. Responds in a cooperative and responsive manner.
19. Meets no less than monthly with direct reports to share information, plan, evaluate performance improvement findings and identify/resolve problems.
20. Demonstrates accountability for self/professional development.
21. Keeps abreast of national state and local trends through involvement in at least one professional organization.
22. Demonstrates awareness of self-learning needs and seeks ways to meet these in order to maintain competency and respond to new clinical and leadership demands. Completes continuing education on an annual basis, attending a minimum of two seminars, workshops or training programs annually.
23. Serves in a leadership role on Hospital and Divisions committees and councils; actively participates and regularly attends; represents the Division and its functions; completes follow-up activities in a consistent manner and shares information as appropriate.
24. Assists with the direction and implementation of marketing activities, public relations and other organized hospital programs, including professional and community awareness programs and/or health fairs.
Customer Service:
1. Greets customers in courteous, friendly, respectful and professional manner at all times, including maintaining eye contact when appropriate.
2. Follows communication protocols to both internal and external customers, including introducing him/herself with job title and experience, asking open ended questions, such as "How may I be of help to you?" using the customer's name as soon as it is learned.
3. Responds promptly and appropriately to customer questions/concerns/complaints and attempts immediate resolution.
4. Keeps customer's information confidential, including public places such as elevators or the cafeteria.
5. Provides assistance and offers help immediately, including finding someone else to meet the request, if unable to do so him/herself. Introduce other staff to customers when a hand-off occurs and explain that the person will provide excellent service.
6. Demonstrates commitment to excellent service recovery when a customer's expectations have not been met.
Commitment to Co-Workers:
1. Offers assistance to colleagues and other departments when needed.
2. Takes responsibility for solving problems regardless of origin; completes assignments, and respects deadlines.
3. Resolves conflict directly with colleagues and seeks assistance from others if the issue cannot be resolved. Refrains from criticism in public.
4. Mindful and respectful of others' time and schedules. Attends meetings on time and communicates any absences.
5. Provides co-workers with a status report for continuity of workflow when planning to be out of the office, off the unit, or away from the department
Communication Etiquette:
1. Respectful, courteous and professional in all forms of communication and follows facility's service communication protocol in all interactions.
2. Refrains from use of personal cell phone in patient care areas and keeps usage to a minimum at all other times while on duty.
3. Does not text or use e-mail during meetings (except for exigent or emergency situations).
4. Limits use of business cell phone during meetings (remain on vibrate and/or calls go to voicemail).
5. Makes every effort to answer telephone calls within three rings, introducing him/herself, department and title (if appropriate). Asks permission before placing the caller on hold or using the speakerphone. If caller is transferred, gives the caller the extension number of the person he or she is being transferred to. Offers further assistance to the caller upon completing the conversation.
6. Maintains an appropriate voicemail message and when away from the office has an out-of-office email message that is brief, current, and includes name and department and offers the caller options if possible.
7. Returns email and voicemail messages promptly but no later than within one business day (24 hours).
8. Always mindful of voice and language in public.
Self-Management:
1. Reports to work appropriately groomed and in compliance with the Hospital's dress code. Wears identification badge at all times at chest level and facing outwards so identification is clearly visible.
2. Complete all assignments within deadlines or negotiates alternative actions and time frames in order to achieve desired outcomes.
3. Completes mandatory, annual education and competency requirements.
4. Follows UM CAP safety, infection control and employee health standards.
5. Demonstrates responsibility for personal growth, development and professional knowledge and competency.
6. Adhere to all UM CAP and department policies and procedures, including Code of Conduct and professional behavior standards. Does not exceed Hospital guidelines in reference to attendance, punctuality, and use of sick and unplanned absences. Provides notification of absences, lateness and vacation requests according to department guidelines. Respects length of time for lunch and break times.
7. Reviews, signs, and adheres to UM CAP and/or departmental confidentiality statement.
