The Chief Operating Officer has overall responsibility for clinical and administrative operations of all Lynn Community Health Center departments and locations. The COO reports directly to the Chief Executive Officer and sits on the Executive team. S/he has a major role in long-term strategic planning, as well in helping develop the operating strategies to attain those goals. LCHC’s participation in a primary care ACO (Accountable Care Organization) poses a challenge over the next few years: how to improve quality of care, clinical outcomes and patient satisfaction while decreasing total cost of care. Operational excellence is a requirement for any success.
S/he has direct operational management responsibilities for non-provider staff, setting clear expectations, and providing mentorship to other levels of management. Works closely (in partnership with) all members of the executive team, especially the CNO, CIO, CHRO, CMO, CBHO and Chief of Staff. Those responsibilities encompass oversight over the operations department budget, with close cooperation with the CFO expected.
Lynn Community Health Center (LCHC) is a member of Community Care Cooperative (C3), an organization formed by 17 Federally Qualified Health Centers located throughout the Commonwealth of Massachusetts. C3, is sharing in the responsibility for managing the cost and quality of health care for MassHealth enrollees and transforming the health of underserved communities. As a member of C3, Lynn Community Health Center is uniquely positioned to be a true innovator in transforming care for a large Medicaid population. The concept of an ACO is based on a total cost of care in which well-coordinated healthcare services could improve patients’ health and health care quality, while decreasing duplication of services, reducing risks of errors and complications and lowering costs.
The COO serves as a “process leader”, ensuring the organization has the right “people, processes and tools” to succeed; s/he is an energetic champion to catalyze the strategic use of data to improve all aspects of patient care throughout the organization, actively supporting the efforts of departments, programs and teams to identify, obtain and use quantitative information needed to improve clinic processes. LCHC has chosen Lean as the institutional improvement system. Although familiarity with lean is an advantage, the only requirement is a willingness to learn and apply Lean principles.
- In conjunction with the CEO and management team participates in the development and implementation of the mission, vision and values of the organization, including high quality, patient focused health care;
- Oversees management and non-clinical functions for all health center departments, programs, teams and locations.
- Working with other members of the Senior Management Team, develops a system of organizational performance metrics and processes to drive management decision making, performance improvement, and on-going accountability, including clinical, financial and operational metrics;
- Oversees reporting and monitoring of organizational performance metrics, providing guidance and leadership on measurement reporting processes;
- Works to ensure the dissemination of accurate, reliable, timely, accessible information to help leaders and staff actively identify and address opportunities to improve patient care and related processes;
- Works actively with Information Technology Services to select and/or develop tools to enable leadership to continuously monitor the progress of quality, patient safety, service and related metrics throughout the organization;
- Leads and manages efforts to enhance the strategic use of data and analytic tools to continuously improve clinical care processes and outcomes;
- Evaluates and analyzes data related to clinical, financial and operational performance, identifying trends and issues, and facilitate the development of timely action plans toward performance improvement;
- Works side by side with the Executive team and our lean partner LEI (Lean Enterprise Institute) in developing transformational strategies in the adoption of process improvement and guide staff in the implementation and execution of process improvement tools and methods;
- Works actively and collaboratively with staff throughout the organization;
- Carries out leadership responsibilities as requested by the CEO, including representing the health center at external meetings, preparing and making presentations to the Board of Directors or other collaborators;
- Ensures responsible medical supply spending practices helps develop budgets and assures that tracking and inventory of supplies and equipment purchases are in compliance with operating budget;
- Responsible for ensuring program and corporate compliance with primary health care policies and procedures, as well as with those external regulatory bodies such as HRSA, DPH, TJC, HIPPA, OSHA, CLIA and other professional review and standards boards;
- Participates and ensures the development of organizational guidelines, policies and procedures in accordance with funding source requirements, as well as State and Federal law; and,
- In collaboration with CHRO, oversees risk management trainings and activities, including incident reporting and management, and annual staff trainings.
- Demonstrates an understanding of customer service principles by successfully completing on-line Customer Service training.
- Utilizes the principles of customer service when interacting with patients/clients, team members and staff from other departments.
- Appropriately handles or seeks support when customer service breakdowns occur.
- Demonstrates knowledge of culture by successfully completing the on-line training on Cultural Competence.
- Utilizes an appreciation of and respect for diversity when interacting with patients/clients, team members and staff from other departments.
- Responds appropriately or seeks support when confronted with cultural biases or conflicts.
In order to respond promptly and appropriately to emergencies, any staff member may be assigned temporary duties that differ from those in the job description or may be assigned temporarily to a different location or schedule.
The Chief Operating Officer reports to the CEO and works collaboratively with other members of the Senior Management team, including, the Chief Medical Officer, the Chief Behavioral Health Officer, the Chief Nursing Officer, the Chief Human Resources Officer, the Chief Financial Officer, and the Chief Information Officer.
The COO provides administrative direction and supervision to Senior and Operational Managers as assigned.
- Master’s degree in Health Care Administration, or related clinical (i.e. MD, RN) or administrative discipline strongly preferred;
- Minimum of five years progressive management experience required, preferably in a health care setting;
- Strong knowledge of and experience in process improvement and facilitation. Familiarity with lean preferred;
- Strong analytical, numerical and reasoning abilities, knowledge of health information technology in primary care settings, including design and use of data to improve quality;
- Demonstrated skills and experience in collaboration, negotiation, problem identification and resolution;
- Strong teamwork, communication and interpersonal skills; and,
- Commitment to working with underserved and disadvantaged populations and knowledge of health disparities.
EQUAL OPPORTUNITY STATEMENT:
Lynn Community Health Center provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.