HHHN Mission

To provide the best health care, and access to that care, for everyone in our communities.

HHHN Vision

To pioneer an innovative, sustainable and community-focused health system through comprehensive primary care and diverse partnerships

Summary

The Regional Practice Leader is directly responsible for the performance of health center(s) operations, while embracing the Core Values of Quality, Appreciation, Creativity and Sustainability in pursuing the HHHN Mission and Vision. The Leader will be responsible for holding their team members accountable for the delivery of an exceptional patient experience as measured by patient satisfaction surveys and patient feedback. This key operations leader will: achieve annual performance goals related to quality, compliance and financial outcomes; work closely with the practice transformation team to implement a sustainable team-based care model; attract and retain top talent to maintain high service standards and deliver quality patient care.

The Regional Practice Leader will work closely with the Regional Medical Leader on day-to-day problem solving, co-management of health center performance and implementation of strategic objectives. Strong collaboration between operational and medical leaders across the organization is essential as everyone works toward a common set of strategic goals and benchmarks for success. 

Essential Duties and Responsibilities:

• Promote and monitor patient satisfaction continuously; provide coaching when necessary and positive reinforcement; create and support a patient centric culture and lead by example
• Respond promptly to patient feedback and ensure the patient is 100% satisfied with the actions taken to improve patient experience; hold team members accountable
• Lead, manage and hold Practice Leaders of assigned health centers accountable
• Spend 50% to 75% of the work week in health centers, meeting with leadership to review performance, gain insights and problem solve
• Work collaboratively with the Regional Medical Leader to consistently deliver an optimal patient experience and high level of team satisfaction
• Partner with Regional Medical Leader to identify problems and develop creative solutions by modifying processes and exploiting technology
• Establish and maintain relationships with operations leadership at key partner organizations
• Ensure all health center employees are equipped with the tools and resources to be successful
• Continually monitor data and metrics and work toward established goals
• Support the implementation of the HHHN team-based care model
• Develop standard health center procedures
• Participate in research, site planning and due diligence for new health centers
• Support the design of new health centers and renovation of existing health centers to promote efficient care workflows, patient satisfaction, and team satisfaction
• Develop team skills through mentoring, training and development programs
• Provide a consistent level of high quality care and exceptional customer service while achieving productivity and efficiency targets
• Monitor and maintain staffing levels based on patient volumes, adjusting amongst the various health centers
• Meet HHHN standards for all aspects of the patient visit cycle, including overall patient satisfaction, pre-visit activities, greeting by patient services, waiting room times, intake meeting with the care team coordinator, clinical exam, and checkout
• Conduct regular performance reviews as per policy, providing meaningful and genuine feedback, and identifying areas for development
• If necessary, create improvement plans against set targets, counsel, coach, and, in some cases, take disciplinary action
• Lead multi-disciplinary, monthly health center performance meetings
• Ensure health center leadership conducts appropriate drills in support of the HHHN emergency preparedness plan
• In coordination with Regional Medical Leaders, coordinate and conduct quarterly regional performance reviews
• Develop and manage annual budget, monitor monthly financial results, report on variances, and prepare forecasts
• Continually evaluate and maintain new and existing policies and procedures to make sure they are current and align with the overall company strategic plan
• Enthusiastically serve on various organization committees that support the Mission, Vision and Core Values
• Perform additional duties and special projects as assigned

Qualifications:

• Bachelor’s degree in Business or related field; Master’s degree in Business Administration is preferred
• 5 years of health center management experience, preferably in primary care- centric model
• Ability to establish, influence and build strong collaborative relationships
• Excellent analytic skills; proficiency in interpreting and reporting on data to drive performance
• Exceptional verbal and written communication and presentation skills
• Ability to serve as a mentor and role model to rising leaders
• Decisiveness and a willingness to take initiative and implement innovative solutions
• Ability to build and grow engaged and productive leaders
• Excellent organizational skills and attention to detail
• Familiar with EMR systems and medical terminology
• MS Office Suite experience

Physical Requirements:

While performing the duties of this job, the employee is regularly required to:

• Safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards.
• Travel on a regular basis