About City of Hope

City of Hope is an independent biomedical research and treatment organization for cancer, diabetes and other life-threatening diseases.

Founded in 1913, City of Hope is a leader in bone marrow transplantation and immunotherapy such as CAR T cell therapy. City of Hope’s translational research and personalized treatment protocols advance care throughout the world. Human synthetic insulin, monoclonal antibodies and numerous breakthrough cancer drugs are based on technology developed at the institution.  AccessHope™, a subsidiary launched in 2019 serves employers and their health care partners by providing access to City of Hope’s specialized cancer expertise.

A National Cancer Institute-designated comprehensive cancer center and a founding member of the National Comprehensive Cancer Network, City of Hope is ranked among the nation’s “Best Hospitals” in cancer by U.S. News & World Report and received Magnet Recognition from the American Nurses Credentialing Center. Its main campus is located near Los Angeles, with additional locations throughout Southern California and in Arizona.

City of Hope’s commitment to Diversity, Equity and Inclusion

We believe diversity, equity and inclusion is key in serving our mission to provide compassionate patient care, drive innovative discovery, and advance vital education focused on eliminating cancer and diabetes in all of our communities.  Our commitment to Diversity, Equity and Inclusion ensures we bring the full range of skills, perspectives, cultural backgrounds and experiences to our work -- and that our teams align with the people we serve in order to build trust and understanding.  We are dedicated to fostering a community that embraces diversity - in ideas, backgrounds and perspectives; this is reflected in our work and represented in our people.

Position Summary

The Director of Operations is responsible for the overall management, strategic development, and operational performance of multi-disciplinary, hospital outpatient department satellite clinics. The director oversees all administrative and clinical staff within the clinic and collaborates with physician, nursing, service line, and enterprise leaders to deliver optimal patient care. He/she directs all activities related to clinical operations, process improvement, physician relationships, patient experience, business planning, recruitment, engagement, integration, facilities maintenance, information technology, and financial management.

The director is responsible for financial performance of their site(s), including the development of and adherence to annual operating and capital budgets. They will partner with enterprise colleagues to create appropriate decision support tools, dashboards, and reports to guide operational improvements in their clinic(s). He/she will develop and monitor key performance indicators and leads enterprise-wide initiatives and projects. The director sets goals, drives outcomes, and creates efficient processes. They oversee the coordination of all ITS and Facilities projects within their site(s).

The director effectively influences by leveraging strong interpersonal skills and is responsible for communicating performance results and opportunities. He/she will manage complex situations and uses judgement to make difficult decisions. The director is also responsible for creating and maintaining effective communication channels with stakeholders to ensure alignment, mutual understanding, and status.

Key Responsibilities include:

Personnel:

Manages all personnel-related activities of the staff assigned to the clinical site(s). Recruits, interview, hires, trains, evaluates, and disciplines employees. 

Provides leadership and mentors supervisors and managers in his/her vertical. 

Accountable for maintaining schedules, and coordinating staffing for the clinic. Implements changes and improvements needed to promote efficiency.

Grants/denies personal leave time for staff according to coverage and hospital policy

Makes recommendations for highest and best use of personnel, based on licensure, certification and/or skill set.

Conducts regular staff meetings. Documents all meetings accurately and in an organized fashion

Oversees cross-training and education of staff.

Oversees the daily operations for accountable areas and coordinates related activities. Promotes cooperation of the staff to achieve department objectives and maintain good department relations.

• Assigns work to staff
• Provides direction
• Ensures quality of work being performed
• Ensures that department is run efficiently and in an organized fashion
• Effectively monitors departmental productivity and workflow
• Responds promptly to changes in workload or staffing assignments as necessary to achieve optimal productivity and efficiency considering staff skills and experience.
• Considers the needs of the department when making important decisions

Assigns personnel duties in their assigned areas and makes adjustments for special request or unusual circumstances.

• Communicates effectively, follows chain of command when any questions arise and when any conflicts occur
• Communicates observations or concerns in a timely manner
• Establishes positive communication and effective working relationships. Uses appropriate lines of authority
• Interactions with others are effective; information is exchanged readily in a format that is clear and concise.

Patient Care:

Assesses and evaluates patient flow in clinical sites – recommends and implements changes for quality service and care in collaboration with physician and nursing leadership.

Collaborates with physicians and managers to plan and execute process changes that improve patient care services and patient management.

Investigates patient complaints, complaints from families/caregivers, nursing staff, medical staff, clerical staff, and administration and takes appropriate action; follows-up to ensure that complaints have been satisfactorily handled

• Responds to all task or performance-related questions patiently and thoroughly, providing context as well as direction
• Communicates clearly and tactfully with patients, their families and/or significant others
• Practices positive patient relations and demonstrates awareness and sensitivity to patient/family rights
• Effectively problem solves in a positive manner
• Participates in continuing education programs specific to customer services in relation to patient care

Operations:

Reviews physician schedules periodically to maximize physician efficiency and productivity; coordinates changes with clinical staff and department managers

Lead process improvement activities at the site(s); accountable for patient experience and timely access to care

Coordinates the availability of operating room block time with community hospital(s) for surgical staff as needed.

Ensures the clinic adheres to all applicable OSHA/CLIA/COLA standards

Directs the ordering of all supplies – develops effective inventory control systems

Creates capital plan for site(s) and develops business plans to justify investments.

Ensures the clinic complies with all applicable laws, regulations, policies and procedures according to state and federal law.

Maintains current federal, state, county and local license, survey, inspections and certifications as required by regulatory bodies for all satellite locations. These include Joint Commission, Board of Pharmacy, business licenses, fire safety inspections, OSHA equipment inspections and laboratory surveys.

Directs surveys required and scheduled by city, county, state and federal inspectors, including COLA inspections

Collaborates with other Medical Center personnel and departments to achieve goals and objectives; maintains good employee relations

• Demonstrates attitude of cooperation and professionalism
• Maintains harmonious relationship with co-workers, physicians, and visiting consultants
• Provides support, assistance and leadership to co-workers’ to ensure quality patient care
• Seeks appropriate input on interpersonal relationships that will affect center harmony and patient care
• Participates in continuing education programs in OSHA/CLIA/COLA guidelines
• Consistently demonstrates the COH Core Values through behaviors and interactions
• Adheres to all COH policies and procedures
• Continually demonstrates good communication skills with all

Participates in professional development activities and maintains relevant professional affiliations

Assists in identification of staff development and training needs; makes recommendations for work simplification and standardization of activities

• Effectively determines staff training needs and schedules in-service education programs
• Evaluates alternative methods to impact costs without compromising care
• Identifies areas where procedure or policy may need to be changed or revised
• Ensures OSHA policy and procedures are up to date and that staff receives adequate training, and maintains documentation of such training.

Provides direction and leadership to staff. Assists staff in developing solutions to problems as necessary

• Serves as a role model by providing technical expertise, coaching, counseling and leadership
• Sets and reviews performance evaluation/standards on a regular basis, considering company policy, departmental needs and individual employee skill level
• Sets goals and objectives consistent with organization goals and develops effective action plans for their achievement

Continually updates knowledge of new techniques, software programs and equipment, avoiding adverse consequences.

Seeks opportunities to expand knowledge base

Demonstrates accurate knowledge of relevant laws, policies, regulations and standards. Keeps manuals up-to-date. Is alert to changes in regulations and responds immediately to meet them.

Follows established policies, procedures, objectives, performance improvement, attendance, safety, environmental and infection control guidelines

Directly responsible for cost control of supply inventory. Assures that supplies are always stocked and available.

Practices a high level of integrity and honesty in maintaining confidentiality

Attends all regular meeting

Performs other tasks and projects as assigned by his/her superiors.

Utilizes leadership skills in overseeing and assisting members of the health care team to prioritize and resolve issues

Demonstrates a level of professional practice that supports the delivery of appropriate care and positive working relationships

Displays courtesy and professionalism in dealing with employees, patients, visitors and/or vendors

Acts as an advocate for the organization at conferences and meetings

Fosters and promotes a positive and professional appearance and behavior

Financial:

Accountable for financial performance of the site(s); assists in developing budgets, considering fiscal and capital needs. Monitors variance against budget on an ongoing basis.

Provides updates and explanations for site performance at Monthly Operations Meetings.

Maintains reports and collects statistical data for administrative, financial and regulatory purposes

Regularly reviews pertinent reports and distributes to appropriate staff as needed

Ensures purchase orders (PO) are in place and sufficiently funded for invoice processing

Approves all invoices and purchase orders (PO).

Maintains accurate time-keeping for physicians and staff

Other:

In collaboration with senior leadership participates in physician interviews

Performs site-specific orientation, and provides new physicians with marketing materials and strategies to grow their clinic within the community

Promotes COH physicians, surgeons and services to outside medical groups, agencies and community healthcare providers in individual meetings and physician group presentations

Directs relocation of clinics when required including directing physical move, purchasing furnishing and coordinating all communication equipment and software with IT department

Participates in strategic planning, design of new space, program growth and acquisition and development of new programs

Basic education, experience and skills required for consideration:

• Bachelor’s degree, Experience may substitute for educational requirements
• Five (5) to seven (7) progressive management experience and five (5) to seven (7) years of experience in an ambulatory setting. Experience to include working in a medical/hospital setting with physicians and high-level executives for strategic planning, operations and problem solving.

Preferred education experience and skills:

• Master’s degree

Additional Information:

• As a condition of employment, City of Hope requires staff to comply with all state and federal vaccination mandates.

City of Hope is committed to creating a diverse environment and is proud to be an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.