9 days old

Director of Operations - Administration Surgery

Wilmington, DE 19801
  • Job Code
This position is responsible for providing leadership, organization, planning, direction, and coordinated administration to the operational aspects associated across these Divisions of the Department of Surgery:
  • Otolaryngology
  • Plastic Surgery
  • Neurosurgery
  • General Surgery
  • Urology
  • Maternal Fetal Medicine
  • Obstetrics

    This position exists to support the Administrator as well as the Chairman of Surgery. The Director of Operations provides operational leadership assuring that the Department maintains a patient/customer focus and achieves fiscal viability by meeting and exceeding budget and operational targets. The Director partners with the Administrator and the Chairman of Surgery in developing strategic, operating, and financial plans to accomplish the Enterprise/Practice Mission and goals. The Director collaborates and communicates with key members of the Physician Practice, Hospital, Service Excellence, Risk Management, Quality, Safety, Compliance, Finance, and all other departments to develop programs, services and initiatives to anticipate future customer needs, build customer loyalty and generate profitable growth. The Director drives operational integration of programs by ensuring alignment and communication with key stake holders and maximizes efficiencies through consistent policy application and leveraging of technology. The director provides oversight and/or direction to area managers and ensures excellence in customer service in all areas.

    Essential Functions:

  • Responsible for Operational Management across the Department of Surgery Divisions ready to grow including:
    • Collecting data about patient access, clinic flow, and patient satisfaction to prepare analyses and reports to identify progress and adverse trends and making recommendations and implementing changes when needed.
    • Creating and submitting data/statistical reports that help monitor and maintain the highest level of operational efficiency.
    • Partnering with Department, Divisional & program leadership in developing performance targets, reporting variances, and creating remediation plans.
    • Challenging systems, processes, and methodologies that are not working for stability of the department in positive and productive ways.
    • Evaluating work processes, time management, and efficiency of staff to maximize productivity and ensure maximum utilization of resources available.
    • Leading continuous improvement efforts including improvement events and ensuring all continuous improvement strategies and tactics are executed throughout the Department in an efficient and effective manner to optimize results.
    • Providing prompt, thorough, and accurate information to keep the Administrator appropriately informed of the Department's operating results.
    • Issue resolution and development of corrective action plans for processes and metrics that are not achieving determined targets.
    • Acting as intermediary between patients, families, referring community, departments, and staff.

  • Financial Management
    • Assisting the Administrator of the Department of Anesthesia and Department of Surgery in the development, implementation, and management of the capital and operating budgets using the enterprise-wide standards and processes.
    • Challenging systems, processes, and methodologies that are not working for the financial health and stability of the department in positive and productive ways.
    • Providing financial analysis and decision support to the Administrator of the Department.
    • Must possess the ability to prioritize projects in line with department's financial goals, negotiate resource allocation, and direct work teams to achieve revenue/expense objectives.
    • Tracking accounts payable and reimbursement requests. Identifying opportunities for improved financial performance and implementing action plans.
    • Providing ongoing assessment of Revenue Cycle and providing remediation plans.

  • Quality Assurance and Improvement
        • Monitoring systems, identifying opportunities to improve services, writing reports, making recommendations, and implementing changes to improve quality of care through resource utilization, operational assessments and productivity management.
    • Utilizing the results of satisfaction surveys to make improvements impacting patient satisfaction.
    • Utilizes Plan-Do-Check-Act for daily problem solving.
    • Attends the Department's daily huddles and provides necessary leadership, guidance, and support to ensure the huddles are operating at DMS Level 4.
  • 4. Providing oversight and/or direct supervision of Surgery management and administrative staff.

    • Participating in the recruitment and training of associates and managers and assuring the development of associates through orientation and training programs and through work experiences.
    • Defining performance expectations for direct reports through the Performance Management System, including department-specific job descriptions and measurable performance standards.
    • Creating an environment that encourages and supports self-development and learning for all associates through regular feedback.
    • Making recommendations on staffing levels needed to meet the demands of changing patient volumes and relevant data metrics to ensure performance standards are maintained.
    • Evaluating work processes, time management, and efficiency of staff to maximize productivity and ensure maximum utilization of resources available.

    5. Customer Service and Satisfaction; Service Excellence

    • Representing and demonstrating a commitment to excellence in Customer Service and Patient Satisfaction within the Department of Surgery. Identifying opportunities to improve services, making recommendations, and implementing actions. Participating in organizational service excellence initiatives.
    • Acting as an intermediary between patients, families, departments, staff and referring community,
    • Investigating, responding to, and documenting customer complaints to identify opportunities to improve operational processes, quality of care, and patient satisfaction .

    6. Monitoring/ensuring compliance of department personnel, financial, and administrative policies.

    7. Embracing and consistently demonstrating Nemours Core Values and Standards of Behavior. Creating and supporting an environment that fosters teamwork, respect, cooperation, accountability, and trust.

    8. Performing other duties as required or assigned.


    Master's degree in Business, Health Administration, or related field.

    Demonstrated progressive experience in physician practice management.

    Strong financial and operational management background.

    Related clinical experience/ licensing/certification (nursing, physician assistant, etc.) preferred but not required.

    A minimum of 3-5 years of demonstrated management of people experience required.

    Posted: 2021-09-11 Expires: 2021-10-10
    Sponsored by:
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    Sponsored by:
    Bank of America Logo

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    Wilmington, DE 19801

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