Job Title: Senior Director (Health Center Operations Support)
Department: Community Health Center
Reports To: VP of Public Health Services
FLSA Status: Exempt
Schedule: Monday-Friday
Wage Range: $80,000 to $115,000 annually; depending on number of years of transferrable experience and internal equity
RiverStone Health:
Serving the Yellowstone County community and south-central Montana for nearly 50 years, RiverStone Health is an essential provider of personal and public health services. Health, Education, Leadership and Protection – HELP is what we do. From medical, dental and behavioral healthcare; home care and hospice; public health services like immunizations, WIC, health promotion and restaurant inspections; and educating the next generation of health professionals, our expertise spans all ages and stages of life. Underlying principles of access, affordability, compassion and quality in all interactions, RiverStone Health improves life, health and safety for all of the communities we serve. Foremost, we are committed to the values of Justice, Equity, Diversity and Inclusion (JEDI) by cultivating an environment that protects and acknowledges the unique identities within our diverse community.
Job Summary:
This Senior Director position provides strategic and operational leadership to the RiverStone Health community health center network operations support functions. This position organizes, directs, coordinates, and evaluates operations support services/functions and initiatives across all RiverStone Health clinic service locations. This position is a primary leader in supporting safe, effective, and efficient services and establishing RiverStone Health as the provider of choice.
Essential Functions/Major Duties and Responsibilities:
(The individual must be able to perform the essential functions of the job. This is not an inclusive list of all duties the incumbent will perform. The percentages of time spent for each area will fluctuate. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.)
Each job description consists of A) core duties performed by the occupational classification, and B) department or discipline specific duties performed by individual positions. Managers may customize this job description template by removing core duties that are not applicable and/or adding duties specific to the program or position. If more than 50% of the work performed by a specific position differs from this core job description, the manager should contact Human Resources to determine if an alternative classification is appropriate.
A. Senior Director Duties and Services* 50%*

• Facilitate the desired organizational culture in all aspects of duties and responsibilities.

• Develop and maintain knowledge of applicable local, state, and federal regulations, accreditation standards, and licensure requirements for programs supervised, assuring appropriate knowledge in employees.

• Regularly communicate and coordinate with other organizational leadership to assure transparency in the operation of programs supervised.

• Communicate and coordinate regularly with appropriate staff to maximize the effectiveness and efficiency of interagency operations and activities.

• Participate in the development of policies, procedures, goals and objectives. Oversee adherence to policies and procedures.

• Develop program budgets and structure reflective of conscientious stewardship and optimization of service efficiencies and effectiveness.

• Assure timely reporting and budgetary compliance for all funders.

• Design quantifiable, and measurable process improvement outcomes for designated programs to meet and exceed funding and accreditation requirements.

• Develop and implement short- and long-term strategic goals and objectives to ensure fiscal sustainability and long-term viability of health services supervised.

• Act as a change agent to oversee quality assurance/process improvement projects.

• Manage and lead complex programs and services utilizing effective communication, knowledge, resources, and business processes maximizing customer service.

• Establish and maintain strategic relationships with business partners, customers, local, state, and federal partners, associations, and funders.

• Ensure confidential information is safe guarded.

• Ensure supplies and equipment are available for staff to perform their duties.

• Attend meetings, conferences, workshops, and training sessions to become and remain current on developments in areas of clinic operations within this positions scope of leadership.

• Actively promote RiverStone Health programs and services through community outreach activities, presentations, and community representation.

• Serve on a variety of internal and external committees and boards to represent RiverStone Health to promote cooperation and collaboration within our community.

• Provide leadership in emergency response situations. Actively participate in emergency response trainings and events.

• Monitor program revenues and expenses and explain /understand variances to budget.

• Ensure the accuracy of public information materials.

B. Supervision and Leadership Responsibilities* 45%*

• Direct the work of staff, establish work schedules, review and approve timesheets.
• Ensure organizational growth by promoting personal and professional growth of employees by facilitating opportunities for employees to expand leadership skills and abilities.
• Work in collaboration with Human Resources when recruiting, hiring, and onboarding; encountering behavior, performance, or reliability issues; and when staff request extended leave, or work accommodations.
• Complete regular performance appraisals; handle employee relations incidents in a timely manner.
• Keep current on best supervision practices through research and trainings and ensuring compliance with applicable policies and procedures.
• Provide effective leadership, motivation, and supervision to homecare, hospice, private duty, and HIP supervisors and staff.
• Research, develop, and implement appropriate staffing patterns and workflow processes to maximize efficiency and effectiveness for programs supervised.
• Ensure staff embrace a culture of excellent customer service.

Non-Essential Functions/Other duties as assigned* 5%*
(Functions performed either very infrequently or that could be performed by others without altering the underlying reason the job exists.)

• Perform other duties as assigned in support of RiverStone Health’s mission and goals.

Education and Experience:
List education, years of experience, certifications, licenses & registrations needed by an individual to perform the essential functions on the first day of employment or the minimum requirements that must be present at the time of hire. Do not include education or experience developed through on the job training after hire).
Minimum Qualifications

• Bachelor’s Degree preferred

• Three years of supervisory experience.

• Working knowledge of clinic operations.

• Any combination of experience and training which provide the equivalent scope of knowledge, skills, and abilities necessary to perform the work.

Preferred Qualifications:

• Experience working in a community health center service delivery setting.

Required Certificates, Licenses, Registrations:

• A valid Montana driver’s license is required without restrictions.

Knowledge, Skills, and Abilities:
(Examples include: 1) Computer literacy, including Excel, Outlook and Word. 2) Knowledge of modern office procedures, practices and equipment. 3) Ability to maintain a calm and positive demeanor during difficult client interactions. 4) Ability to display non-judgmental and empathetic listening skills. 5) High degree of detail-oriented level of skill. 6) Knowledge and understanding of protected sensitive patient health information (HIPAA) and confidentiality. 7) Ability to work collaboratively and maintain a positive work environment. 8) Ability to meet deadlines.)

• Strong leadership skills.
• Ability to simultaneously work on multiple, complex projects in diverse areas.
• Ability to assess, interpret, and apply government and industry standards, law, and organizational policy and procedures.
• Knowledge of federally qualified health centers and associated requirements.
• Strong contract interpretation and compliance assessment skills.
• Excellent verbal and written communication skills, including effective email and calendar etiquette and management.
• Ability to interact effectively with individuals at all levels of the organization.
• Proven organizational and leadership skills.
• Ability to work within a team collaboration environment.
• Ability to successfully management projects, including planning, identifying objectives and timeline, facilitation, communication and completion.
• Ability to maintain a calm and positive demeanor during difficult interactions.
• Ability to display non-judgmental and empathetic listening skills.
• Knowledge and understanding of protected sensitive patient health information (HIPAA) and confidentiality.
• Ability to educate staff and show through example, the significance and meaning of working collaboratively to maintain a positive work environment.
• Ability to prioritize and perform a wide range of tasks under pressure of continuous interruptions.
• Ability to perform job duties with integrity and innovation to ensure completion and a high level of quality.

Customer Service Excellence:
(Provides Customer Service Excellence to RiverStone Health’s customers, including patients, clients, family members, visitors, medical staff, and co-workers.)

• Doing things right the first time
• Making people feel welcome
• Showing respect for each customer
• Anticipating customer needs and concerns
• Keeping customers informed
• Helping and going the extra mile
• Responding quickly
• Protecting privacy and confidentiality
• Demonstrating proper telephone etiquette
• Taking responsibility for handling complaints
• Being professional
• Taking ownership of your attitude toward Service Excellence.

Supervision:
(List number of direct and indirect FTE, job titles & work units supervised.)

• This position may provide direct supervision to director, manager, supervisor and individual contributor employees.

• Directly supervises approximately 8 FTE’s across multiple service areas

Physical Demands and Working Conditions:
[List the physical location(s), travel requirements and physical demands and conditions the employee is required to do while performing the essential functions of the job.]
(Examples: 1) Work is mainly performed in a clinic setting. 2) Work in outreach settings including outdoors and at community events. 3) Standing, bending, sitting, lifting required. 4) Required to travel to different clinic locations 1-2 times per month. 5) Required to wear N95 mask.)

• Occasional day travel required
• Create and maintain a safe/secure working environment by adhering to safety, security, and health requirements. Integrates injury, illness, and loss prevention into job activities by attending any necessary training and implementing best practices.
• Regular bending, stooping, walking, reaching, pushing, and pulling.
• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift 15 pounds at a time.

Freedom to Act & Decision Making:
[Depth of control, supervision received, and the degree of judgement, initiative, and discretion exercised when performing the essential functions of the job.]
(Example: Responsible for the service of 20-30 clients per day; supervised by section manager; uses independent judgment; has someone readily available to ask questions if needed.)

• Decisions directly affect the quality of services provided to the public.

• The work is performed under the supervision and direction of the Vice President and considerable leeway is granted for the exercise of independent judgment and initiative.

Communications & Networking:
(Liaison with others, type and level of communications, responsible for confidential medical/non-medical information.)
(Example: Daily written and verbal communication with patients, patient family members, co-workers and providers.)

• Daily written and verbal communication with clients, RiverStone Health staff and outside agencies.

• Work directly with other team members to provide quality customer service for patients and customers.

Budget & Resource Management:
(Scope of budget authority, program funding types and guidelines, forecasting, FTE resources) Complete only if position is responsible for budget and FTE resources.
(Example: Program funded through a combination of 3 grants; $500,000 annual budget; Program supported by 4 FTE.)

• The position is responsible for managing resources including time, equipment, and other resources necessary to deliver services. Decisions made by the position directly affect the efficiency and cost of services.

Education
Preferred

• Bachelors or better in Health Administration or related field

Behaviors
Preferred

• Leader: Inspires teammates to follow them
• Functional Expert: Considered a thought leader on a subject
• Dedicated: Devoted to a task or purpose with loyalty or integrity
• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well

Motivations
Preferred

• Work-Life Balance: Inspired to perform well by having ample time to pursue work and interests outside of work
• Self-Starter: Inspired to perform without outside help

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Job Type: Full-time

Pay: $80,000.00 - $115,000.00 per year

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