Clinical Services
1.0 FTE, Day Shifts
Lucile Packard Children's Hospital Stanford is the heart and soul of Stanford Children’s Health. Nationally ranked and internationally recognized, our 311-bed hospital is devoted entirely to pediatrics and obstetrics. Our six centers of excellence provide comprehensive services and deep expertise in key obstetric and pediatric areas: brain & behavior, cancer, heart, pregnancy & newborn, pulmonary and transplant. We also provide an additional, wide range of services for babies, kids and pregnant moms.
Job Summary
This paragraph summarizes the general nature, level and purpose of the job.
The Bass Center Physician Practice and Operations Director is responsible for ensuring the delivery of high quality, family-centered, and efficient patient care throughout the Bass Center. The Operations Director will collaborate with Center leadership across both the inpatient and the outpatient domains to develop, execute, and manage administrative, clinical, and business processes / operations within the Bass Center physician practices. The Operations Director role will work across all Bass Center ambulatory locations, including Lucile Packard Children’s Hospital on Stanford’s campus, California Pacific Medical Center in San Francisco, and John Muir Hospital in Walnut Creek. In addition, this position will also interface with the Center’s inpatient activities on Stanford campus and Packard-El Camino in Mountain View. This position will directly report to the Vice President of Ambulatory Care with a strong interface to the Division Chief of Hematology / Oncology, the Section Chief of Stem Cell and Regenerative Medicine, the Bass Center Executive Administrative Director, and the Director of Acute Care.
Essential Functions
The essential functions listed are typical examples of work performed by positions in this job classification. They are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Employees may also perform other duties as assigned.
Employees must abide by all Joint Commission Requirements including but not limited to sensitivity to cultural diversity, patient care, patient rights and ethical treatment, safety and security of physical environments, emergency management, teamwork, respect for others, participation in ongoing education and training, communication and adherence to safety and quality programs, sustaining compliance with National Patient Safety Goals, and licensure and health screenings.
Must perform all duties and responsibilities in accordance with the Service Standards of the Hospital(s).
Leadership and Patient Care Oversight
Provides leadership through oversight and setting strategic direction for all daily operations within the Physician Practice area of the Bass Center. Responsible for the effective and efficient operations within the practices including, but not limited to, patient flow through the Bass Center, patient/family satisfaction with the care experience provided within the Center (see key collaborations above) with direct oversight within the Physician Practice areas, physical facility and environment of care oversight along with space planning for future needs, quality/safety oversight, accreditation/regulatory affairs, marketing, continuous improvement, financial performance.
In partnership with the Clinical Chiefs for Hematology and Oncology as well as Stem Cell and Regenerative Medicine, collaborates with the key operational leaders for 1 North, Day Hospital, PEC, CPMC and John Muir Hospitals to focus on improving aspects of the care model that relate to patient coordination and seamless care transitions across multiple locations
Directs the development of new processes and care models to function across multiple departments and ancillary services that is well-coordinated for families and results in delivery of high quality and effective and efficient care
Patient Experience
Works with the patient experience office as well as operational leaders in various departments/ units that care for oncology patients to develop a coordinated plan for creating an ideal patient experience for families receiving care within the Bass Center.
Works with all disciplines engaged in the care of oncology patients to establish and maintain a standard in customer service and service excellence, monitoring patient satisfaction results and proactively implementing actions plans as needed.
Assess patient experience results ongoing and in collaboration with Clinical Chiefs, identify opportunities for continuous improvement. Provides coaching, ongoing training, and performance management for staff as needed.
Responds and analyzes patient complaints and spearheads resolution. Engage with patients and families when dissatisfaction is identified to address the specific event as well as the underlying causes.
Strategic Planning, Business and Financial Management
Works with the Bass Center leadership to understand the Center’s strategic plan and to develop an operational plan for meeting anticipated patient care needs
Promotes staff awareness of goals and their role in actualizing the vision
Develops and implements an annual operating budget in conjunction with leadership that supports strategic initiatives. Determines resources required (personnel, facilities, equipment and supplies) for effective administration and operations of clinic services and programs.
Works with the Bass Center Executive Administrative Director and business development to ensure the long-term financial viability of the Center and in identifying and executing strategic business opportunities to advance growth and expansion of the clinical programs within the Bass Center.
Performance Improvement
Incorporates continuous improvement principles and tools as part of Daily Leader Work and Standard Work. Engages with patients, families and community to establish trust, ensuring that service excellence is a cornerstone of daily operations.
Defines performance objectives and metrics for the Bass Center in collaboration with physician practice and hospital leadership. Monitors performance on a daily, monthly and annual basis to ensure processes, structures, and behaviors are aligned towards outcome measures.
Quality and Compliance
Ensures that patient care staff provide the highest quality of care and are in compliance with Hospital and federal, state and local requirements. Collaborates with physicians, nursing and other health care providers in establishing, implementing, and maintaining patient care, quality and service standards. Works closely with nursing directors and medical directors to assess performance.
Directs the development, implementation, and monitoring of policies and procedures which support the organization’s goals and business objectives
As appropriate, identifies problems in the area of responsibility and informs practice and hospital executives in a clear, concise format utilizing cost/benefit analysis.
Staff Management
Hires, trains and manages assigned staff within the Physician Practices to meet financial and productivity standards, quality standards and strategic goals of the center, department and hospital.
Provides direction and coaching to assigned staff and identification of training needs and oversight for delivery of programs to address training needs
Works closely with the Director of Nursing for Ambulatory Practices, Director of Advanced Practice Professionals and the Nursing Management for the Day Hospital to ensure APPs and RNs are engaged in the operations of the Center and involved in the development and understand responsibilities within the new care coordination models
Partners effectively with leaders as well as Human Resources to understand current status of employee engagement results and morale within the physician practices, developing action plans to address areas of opportunity and to ensure involvement of staff within the center’s activities. Collaborates with inpatient leaders on common focus areas across the center.
Works closely with the Division Chief and provider staff to align activities of the providers with those of the non-provider staff, enhancing the team-based model of care across the Bass Center
Works in collaborations with the Purchasing and Materials Department, responsible for contract negotiation and agreements with vendors for services and supplies for the center in order to maximize economy of scale, cost effectiveness and integration. Ensures appropriate inventory of supplies and services in order to maximize quality of service and minimize cost.
Minimum Qualifications
Any combination of education and experience that would likely provide the required knowledge, skills and abilities as well as possession of any required licenses or certifications is qualifying.
Education: Bachelor's degree in a work-related discipline/field from an accredited college or university or equivalent experience
Experience: Five (5) years of progressively responsible and directly related work experience
License/Certification: None required
Knowledge, Skills, and Abilities
These are the observable and measurable attributes and skills required to perform successfully the essential functions of the job and are generally demonstrated through qualifying experience, education, or licensure/certification.
Knowledge of principles and practices of organization, administration, fiscal and personnel management
Knowledge of local, state and federal regulatory requirements related to the functional area including but not limited to JCAHO standards, MERP, Title XXII, etc.,
Knowledge of computer systems and software used in functional area
Knowledge of managed care environment and patient service delivery systems and knowledge of federal and state rules and regulations regarding billing processes.
Ability to provide leadership and influence others
Positive human relations skills to interface effectively with diverse groups of staff, physicians and peers
Ability to solve problems and identify solutions; experience in leading large scale change efforts
Demonstrated application of management theory and practice including systems analysis, financial and human resources management, organizational development, planning, marketing and government relations
Ability to communicate effectively at all organizational levels and in situations requiring instructing, persuading, negotiating, conflict resolution, consulting and advising as well as prepare clear, comprehensive written and oral reports and materials
Ability to develop long-range business plans and strategies
Ability to foster effective working relationships and build consensus
Ability to develop long-range business plans and strategy
Demonstrated ability to analyze customer satisfaction trends and drivers of dissatisfaction while initiating plans to address challenges and enhance the customer experience
Physical Requirements and Working Conditions
The Physical Requirements and Working Conditions in which the job is typically performed are available from the Occupational Health Department. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the job.
Lucile Packard Children’s Hospital Stanford strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, LPCH does not discriminate against any person on the basis of race, color, sex, sexual orientation or identity, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability. Women and men, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply.