Reports to: Chief Executive Officer
Supervisory Responsibility: Director of Operational Excellence, Respite Practice Managers, Outpatient Practice Managers, Sr. Nurse Manager, Facilities Manager and Staffing Coordinator.
Summary of Position: Founded in 2008, Circle the City (CTC) is a 501c3 community health organization dedicated to providing compassionate, high-quality healthcare to people experiencing homelessness throughout Maricopa County. The organization operates a one-of-a-kind, homeless-specialty continuum of care that has quickly become one the premiere models of its kind across the nation. CTC’s programs operate within the designation of Federally Qualified Health Center (FQHC), and include an innovative freestanding 50-bed homeless medical respite center, an integrated medical/behavioral family health center and a robust community health outreach program. Today, these programs serve more than 3,500 homeless men, women and children each year. CTC’s board of directors recently approved a strategic plan that, if attained, will grow the organization’s operating profile by 50% and 25% per year for each of the next two years, respectively. During this same period, CTC will grow its total patient capacity by nearly threefold to more than 10,000 patients per year via the launch of three new freestanding programs. To execute on this aggressive plan within the broader context of a rapidly changing healthcare environment, CTC’s board of directors has recently approved the hiring of the organization’s first Chief Operating Officer.
The Chief Operating Officer is responsible for comprehensively planning, directing and overseeing both current and future programs of the organization, including but not limited to outpatient healthcare programs, facility-based services and community outreach initiatives.
Duties include, but are not limited to:
- Serves as a key member of CTC’s Senior Leadership Team and one of the organization’s top ambassadors to the surrounding community. Conducts his or herself with the highest degree of professionalism, transparency and respect.
- Collaborates with CTC’s board, CEO and senior leadership team on the development and implementation of annual strategic plan. Continually validate and refine as necessary. Develops long-range plan for 3-5 years.
- Supports organization strategies to set and achieve targets related to financial performance, expense management, volume and overall productivity.
- Establishes key performance metrics (KPI’s) within all divisions of the organization. Design and implement data systems that streamline disciplined reporting of and management to established KPI’s.
- Develops and maintains partnerships with key external stakeholders including but not limited to:
- Other healthcare organizations including referring hospitals, collaborating FQHC’s, health plans, etc.
- Other human services organizations serving the same target homeless population;
- Funders, grantors, donors, volunteers and other community supporters.
- Develops comprehensive knowledge and understanding of referral patterns, payers and market conditions. Develop programmatic strategies that respond to rapidly changing healthcare environment.
- Develops strategies to compete effectively with increasing competition and challenges.
Continually seek opportunities to expand market share and position organization for long-term success.
- Serves as senior lead on all new program launch initiatives. Creates and oversees detailed project management plans that ensure new programs are launched on time and within established budgetary constraints.
- Hires, trains, evaluates performance and supervises staff to provide professional, courteous and timely services. Conducts performance management and terminations as necessary within the framework of board-approved policies.
- Maintains operational compliance with relevant third-party agencies including CMS, Arizona Department of Health, HRSA’s 19 Program Requirements for Community Health Centers, contracted health plans, etc. May oversee future applications for accreditation as identified by the board and Chief Executive Officer.
- Serves as the designated HIPAA Privacy Officer. Ensures compliance with regard to protected health information in all CTC programs.
- Appropriately manages staff to ensure compliance with applicable standards, adheres to organization’s policies and procedures, including standards of behavior and safety guidelines.
- Participates actively in the organization’s quality improvement, risk management and safety programs. Works collaboratively across all divisions of the organization to ensure thorough execution of the organization’s board approved quality, risk and safety plan.
- Assists with the formation, implementation, and maintenance of policies and procedures, job descriptions and personnel competencies.
- Partners with Human Resources Director to oversee the administration of ADP time management, provides necessary edits to timecards of reports, streamlines data reporting from ADP to support management decision making.
- Provides expert-level input to CEO on healthcare reform, transformation and other industry trends. Engages with peer groups both locally and nationally to continually monitor market trends or emerging best practices.
- Provides in-depth support to the organization’s annual budgeting process, collaborating closely with the CFO to ensure key plans, assumptions and projections are accurate and attainable.
- Assures proper function, maintenance and repair of all facilities and equipment, including repair records, service contracts, and preventive maintenance schedules.
- Improve outreach. Develop systems/methods for appropriate follow up with patients.
- Remove barriers and promote technologies that support physician efficiency and consumer driven healthcare.
- Ensure internal system improvements. Develop, support and hold accountable middle management positions and staff.
- Participates in organization-sponsored events and catalyzes the organization’s fundraising initiative.
- Partners with Development and Finance teams to ensure grant applications are well informed and tightly aligned with the organization’s broader strategy, and grant funded initiates are well executed in alignment with established targets, budgets and timelines.
- Maintain professional affiliations and enhance professional development to keep current in the latest health care trends and development.
- Other duties as assigned to ensure operational, financial and strategic success.
- Strong people-management and relationship building skills with a natural orientation toward servant leadership. Able to effectively lead and work within a team environment.
- Excellent verbal and written communication skills.
- Strategic thinker with an ability to balance short-term results with longer term planning. Not afraid to ‘get down in the weeds’ as needed to create the desired results.
- Ability to competently influence stakeholders at all levels of the organization, including staff, physicians, payers, hospitals and patients.
- High level of organization and prioritization skills to manage multiple competing priorities in an occasionally high stress environment. Conscious and responsive to established deadlines.
- Coaches others and strives for team success over individual accomplishment.
- Highly accountable and comfortable both giving and receiving feedback.
Education & Experience
- Bachelor’s Degree in Business, Healthcare, Public Administration, Management or related field required. Master’s degree preferred.
- Minimum 7-10 years progressive leadership responsibility in health care operations management required. FQHC experience preferred.
- Requires a current Arizona Department of Safety Clearance Card or the ability to secure one prior to start date.
- Requires a current Arizona state driver’s license.
Physical and Mental Requirements
- Position requires extended periods of sitting and standing.
- Position occasionally requires bending and reaching.
- Must be able to lift, carry and push 20 pounds on a regular basis.
- Must be able to lift and carry up to 50 pounds on an occasional basis.
- Comfortable handling competing priorities in an occasionally high-stress environment.