Description

Job Summary

The Director is responsible for ensuring the delivery of high-quality patient care, while developing, maintaining, and improving clinical processes and protocols in the NCPS clinics. Responsible for overseeing, developing, and implementing standard processes and procedures for NCPS clinical staff in collaboration with practice, operational, and medical leadership. Strong analytical and critical thinking skills are essential, along with the ability to collaborate effectively with physicians, staff, leaders, and other key stakeholders. Requires a strategic approach to quality maintenance and improvement. Oversees the clinical staff, including Registered Nurses, Licensed Practical Nurses, and Medical Assistants, through a matrix management approach, with direct oversight of the Medical Assistant float pool. Reports directly to the NCPS VP/Chief Medical Officer with a dotted line reporting line to the Chief Quality Officer and NCPS Operations leadership designee(s).

Job Specific Duties

• Develop and implement quality improvement initiatives to improve patient outcomes, reduce costs, and enhance patient satisfaction. 
• Supports the care coordination process to ensure it is aligned and effective in line with the practice operational needs. 
• Collaborates with operational and clinical leaders to ensure the provision of safe patient care by using evidence-based practices. 
• Responsible for developing and executing clinical staff orientation and training programs, assessing appropriate competencies specific to scope of practice. 
• Responsible for evaluating and assessing clinical staff competencies. 
• Assesses learning needs related to care coordination and clinical practice. Implements appropriate educational activities to expand knowledge base. 
• Directly responsible for managing and overseeing the Medical Assistant float pool staff. This includes development and execution of a float pool plan to ensure standard processes and procedures are being adhered to. 
• Leads, coaches, counsels, and evaluates employees on their job performance. Ensure employees adhere to all NCHS policies and procedures, including NCHS Values and Guiding Behaviors. Makes appropriate recommendations for corrective action, and carries them out. Consults with TM&E as needed. Responsible for hiring and orienting new employees and the growth and development of direct reports. 
• Support sufficient staffing to meet patient care needs while monitoring and ensuring compliance with department budgets. 
• Anticipates and proposes opportunities to improve current technology or identify new technology to enhance performance and productivity. Leads initiatives in assigned facilities. 
• Perform random charting review to ensure accurate and thorough documentation to support reimbursement of services rendered. 
• Develop office-based clinical support (MA, Nursing, etc.) processes and procedures and standardize systemwide. 
• Develop and implement standards to monitor physical plant to ensure cleanliness, safety, and IPC standards (in collaboration with IPC and Safety teams). 
• Work with operational leadership to promote front line accountability.
• Analyze data to identify trends and areas for improvement in patient care and develop reports to communicate findings to stakeholders. 
• Develop and maintain quality metrics and benchmarks to measure performance and track progress. 
• Collaborate with Patient Experience staff to develop and implement initiatives to improve patient satisfaction. Accountable for patient satisfaction and employee engagement scores. Supports patient/family experience, initiatives, and leading practices. Promote and maintain positive relations with patients and their families, as well as other healthcare organizations. Rounds in departments with medical and business leaders to solicit input from staff, families, and patients; collects data, supports improvements, and tracks results. Ensures updates on opportunities and outcomes are shared with clinical staff during meetings or huddles. Recognizes staff members who are identified by families and helps embed a culture of service excellence with all staff. Guides establishment of standards, provides training, and enforces compliance with departmental customer service and employee engagement programs and initiatives. 
• Conduct quality audits and monitoring activities to ensure compliance with regulatory requirements and organizational standards. Remains current with state and federal associations, professional trends, and by participating in community activities. Actively involved in a professional organization. Shares best practices with nursing leadership. Develops reviews and revises departmental policies and procedures and assures the department’s compliance with DNV, state, and federal regulations, as well as current evidence-based guidelines.

Qualifications

Minimum Job Requirements

• Bachelor's Degree in Nursing
  
• Registered Nurse Licensure within the State of Florida of Multi-State Enhanced Nursing License Compact (eNLC) - maintain active and in good standing throughout employment
  
• 5+ years of experience in ambulatory and clinic management, healthcare quality, and operations
  
• 2+ years of healthcare leadership

Knowledge, Skills, and Abilities

• Master's degree preferred.
  
• Certification in Lean Six Sigma preferred.
  
• Strong analytical and critical thinking skills.
  
• Excellent communication and people skills.
  
• Ability to collaborate effectively with physicians, staff, and other stakeholders.
  
• Familiarity with healthcare regulations and accreditation standards (e.g., DNV, HIPAA).
  
• Experience with electronic medical records (EMRs) and practice management systems.
  
• Knowledge of Lean principles and methodology.

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