JOB DESCRIPTION

In partnership with the Chief Medical Officer, the Chief of Health Services Operations (CHSO) is responsible for co-leading the Health Services Division and supporting service integration and delivery, which comprehensively meets the needs of patients/clients and drives improved outcomes for the individuals served and the community. The primary role of the CHSO is comprehensive oversight and management of health service operations, promoting a team-based, high-performance culture caring for the most complex and vulnerable members of the community. Key secondary responsibilities include external partnership with key funders, other stakeholders, representative professional organizations, and partner agencies to support service-line sustainability, service evolution, and ongoing business development of clinical service offerings. This role will engage providers and staff to improve the value of care delivery in a manner that also facilitates joy-in-work. The CHSO will manage divisional change management and project-based capacity in collaboration with other members of the Senior Leadership and Executive Leadership team within the broader context of the enterprise, partner divisions, and key administrative partner support functions. Importantly, the CHSO will have emotional intelligence, motivational skills, a commitment to equity/diversity/inclusion, and demonstrate attuned servant leadership to support and amplify the creativity, expertise, and power that each team member brings to the Health Services Leadership Team and the enterprise. Creating a transparent and accountable team prioritizing emotional safety for senior leaders, managers, and supervisors that is performance-forward is critical to this position's success.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
Leadership:

• Collaborate with Executive and Senior Leadership Teams to ensure Health Services provided are an integrated part of comprehensive service delivery to clients.
• Set and maintain Health Services strategy and direction as an integrated aspect of the Strategic Plan.
• Collaborate with Executive and Senior Leadership Teams to assure appropriate systems and structure to efficiently prioritize, approve, and monitor competing clinical and operational improvement projects, considering implications to health outcomes, risk/safety, client satisfaction, employee engagement, public policy, and finance trends.
• Represent Health Services and the broader organization in roles within service-adjacent trade organizations.
• Responsible for the coaching, teaching, development, and overall management of the Health Services Division.
• Support cross-divisional integration of Health Services, Housing, Employment, and Administrative Partners services through balanced responsiveness to organizational capacity and Health Services Divisional needs.
• Ensure cross-divisional and departmental support and functionality through operational standard work, core values, and effective communication.
• Set and maintain a healthy and coherent performance culture, goals, and objectives cascading from the organization through the Health Services Division to the level of individual contributors.
• Build and maintain positive relationships with key partners in the community, including service-adjacent health care, housing, and employment entities.

Fiscal Management:

• Facilitate the development and utilization of standard procedures, measures, and analytics for sound budgeting, accounting, financial reporting, and cash management systems.
• Lead the annual budgeting process for Health Services departments.
• Anticipate future consequences and trends and incorporate them into the organizational plan.
• Collaborate with Finance and Contracts Management to negotiate, manage, and monitor contracts.

Operational Management:

• Provide management oversight for the development of high-quality, cost-effective health care programs in an integrated, team-based fashion.
• Collaborate with the executive team and management to develop and implement plans for the operational infrastructure of systems, processes, and personnel designed to accommodate the growth and performance objectives of the organization.
• Evaluate and improve performance by analyzing and interpreting data and metrics, and implementing continuous improvement processes to enhance outcomes.

Other Responsibilities:

• Collaborate with community partners through participation in national and local forums, formal presentations, and networking. Carry out public speaking engagements as needed.
• Cultivate and steward donor relationships.
• Analyze statistical data to develop new programming, develop numerical projections, and determine trends.
• Adhere to all state and federal privacy regulations, including HIPAA and 42 CFR Part 2, and to organizational policies and agreements regarding confidentiality, privacy, and security. Support compliance with all privacy and security requirements pursuant to community partners’ and outside providers’ patient confidentiality agreements, including privacy and security requirements for EMR access. This includes immediately reporting any breach of protected health information or personal identification information of any person receiving services by the organization or an outside provider to the Compliance Department, as well as to your supervisor or their designee.
• Attend all mandatory trainings in a timely manner.
• Perform other duties as assigned.

SKILLS AND ABILITIES:

1. Quality decision-making through a combination of analysis, wisdom, experience, and judgment; a high level of business acumen including successful P&L management; the ability to balance the delivery of programs against the realities of a budget; problem-solving, project management, prioritization, and creative resourcefulness.
2. Exceptional capacity for managing, leading, and developing people; a collaborative team builder who has experience in scaling organizations; ability to connect staff both on an individual level and in large groups; capacity to enforce accountability; develop and empower top-notch leaders, and put staff/volunteers in a position to succeed.
3. Able to develop and manage people and projects to achieve and/or exceed organizational objectives.
4. Able to set goals, prioritize, delegate work and provide feedback to others to complete multiple tasks on or before the deadline.
5. Able to demonstrate a high degree of independence, initiative, and organization.
6. Excellent verbal and written communication skills - able to communicate with a diverse population in a consistently informative, confident, respectful, and professional manner.
7. Able to prepare, evaluate, and report on financial and operational performance metrics of moderate to high complexity.
8. Ability to consider the impacts and outcomes for underserved communities during decision-making processes.
9. Ability to consider impacts of systems of oppression, structural racism, and individual bias on client outcomes.
10. Able to demonstrate exceptional discretion, judgment, integrity, and confidentiality when dealing with personnel issues, financial issues, and intellectual property.
11. Able to work evenings, weekends, and/or holidays as business operations demand.

The organization is a second chance employer and complies with applicable laws regarding the consideration of criminal background for employment purposes. Government regulations, contractual requirements, or the duties of this particular job may require the organization to conduct a background check and take appropriate action to address prior criminal convictions.

EQUAL OPPORTUNITY EMPLOYER

MINIMUM QUALIFICATIONS:

1. Master level degree in health administration, public health, or business administration with healthcare experience.
2. Minimum of 10 years of experience, including progressively complex management of business scope, project, and people.
3. Minimum of 5 years of senior leadership experience.
4. Will be required to be available by cell phone for work. A cell phone will either be provided by the organization or maintained on the employee’s device.
5. If a recovering chemically dependent person, a minimum of two years of sobriety is required.
6. Physical ability to bend, stoop, kneel, squat, twist, reach, pull, and lift heavy objects.
7. Able to climb stairs several times a day.
8. Must pass a pre-employment drug screen, TB test, and background check.
9. Must have or obtain CPR Certification prior to the start.
10. Must adhere to the agency’s non-discrimination policies.
11. Ability to effectively interact with co-workers and clients with diverse ethnic backgrounds, religious views, cultural backgrounds, lifestyles, and sexual orientations, and treat each individual with respect and dignity.