Digital Operations Director Job Listing at MedStar Health in United States of America (Job ID 156647)

Description

About the Job

General Summary of Position
The Director Digital Operations will partner with stakeholders across the organization to establish the vision purpose and measurable business and customer KPIs for enterprise access in alignment with the Digital Platform Pillar and roadmap inclusive of but not limited to the Integrated Digital Health Platform (IDHP). Responsible for partnering with the organization including but not limited to MedStar Medical Group (MMG) MedStar Ambulatory Services (MAS) and MedStar Telehealth Innovation Center (MTIC) to develop the strategic roadmap and operational change management plan required to enable 24-48 hour access to the right care at the right time place cost modality with a goal of maximizing value creation and cost savings for the organization. Additionally the leader will work with clinical and operational leaders across the organization to identify and implement process redesign opportunities with the goal of increasing revenue improving throughout and driving cost savings for MedStar Health.

Primary Duties and Responsibilities

• Develops and recommends department operating budget and manages resources according to the approved budget.
• Selects trains orients and assigns department staff. Develops standards of performance evaluates performance and conducts performance management planning. Initiates or makes recommendations for personnel actions. Maintains ongoing communication with subordinates to review programs provide feedback discuss new developments and exchange information.
• Develops a strategic roadmap for change management required to enable enterprise access in support of the multi-year IDHP vision and business transformation imperative. (a) Regularly partners with stakeholders across the organization including but not limited to MMG MAS and MTIC to ensure appropriate alignment across access and digital transformation priorities. Specifically develops and maintains a shared roadmap provides frequent updates on performance and risk management etc. (b) Partners with clinical and operational leaders across the organization to identify and implement process redesign opportunities with the goal of increasing revenue improving throughput and driving cost savings for MedStar Health. Specific examples include but are not limited to end-to-end intake automation and redesign price transparency call center standardization and referral capture.
• Develops tracks and reports on measurable KPIs for access across key digital and analog access initiatives including but not limited to provider productivity capacity management time to 2nd appointment lag time no-show rates new patient acquisition patient retention etc.
• Leverages industry knowledge and experience to drive thought leadership including but not limited to: (a) Develops waterfall strategy to provide clinically appropriate options to consumers based on condition symptom and chief complaint. (b) Engages with specialties to collect and understand current provider protocols; works to resolve protocol outliers across MSH. (c) Drafts and implements protocols and institutes a plan to simplify track and maintain specialty and/or sub-specialty level protocols working with AVP of Enterprise Access and the Enterprise Access Operating Working Group. (d) Partners with the IDHP Product and Technical/Data teams to identify evaluate implement and test new synchronous and asynchronous care options based on patient demand.
• Champions for operational and functional changes required to drive adoption of digital initiatives including supporting the implementation of the IDHP and identification and agile implementation of new access opportunities that create measurable value.
• Partners with the Chief Digital Transformation officer AVP of Enterprise Access AAVP of Digital Transformation AAVP for Digital Technology and leadership from MMG MAS and MTIC to define the scope budget and timeline for access-related initiatives in alignment with MedStar's broader Digital roadmap and strategic priorities.
• Owns recommendations and where appropriate decisions related to business priorities and access vision strategy and roadmap while influencing decisions for resource allocation and digital prioritization.
• Incorporates decisions as they are made about additional modalities (async nurse triage line etc) into protocols and develops methods to ensure that prerequisites to care (e.g. tests) are properly sequenced into the patient experience.
• Analyzes provider preferences to determine required mapping to appointment types based on protocol engine questions.
• Refines protocols to match patients with the ideal providers over time incorporating input from key stakeholders benchmarks and best practices as well as patient and provider feedback and ensures they properly incorporate imaging or other tests required in advance.
• Leads presentations to senior leadership (including but not limited to the Digital Transformation Advisory Committee Enterprise Access Operating Working Group etc.) to report out on progress against enterprise access priorities; participates in meetings and on committees and represents the department and business unit in community outreach efforts.
• Supports training needs related to IDHP protocol refinement and ongoing digital initiatives to improve access and the patient experience.

Minimal Qualifications
Education

• Bachelor's degree in related field required
• Master's degree preferred

Experience

• 5-7 years progressively more responsible job-related experience required 
• Managerial experience preferred
• 3-4 years experience leading access in medium to large-scale health care environments including but not limited to capacity management and optimization template standardization workflow digitization etc. required

Licenses and Certifications

• No special certification registration or licensure required

Knowledge Skills and Abilities

• Excellent problem-solving skills and ability to exercise independent judgment.
• Business acumen and leadership skills.
• Strong influencing capability with excellent verbal and written communication skills.
• Must possess the ability to effectively interact with all levels of management internal departments and external agencies.
• Ability to manage multiple priorities and drive results.
• Outstanding customer service skills.
• Has working knowledge of various computer software applications.