About Casa Esperanza

About the role

• A highly trained senior-level director, reporting to the CEO, The Clinical Operations Director will ensure that patient care is evidence-based, culturally relevant, trauma-informed and patient centered while also complying with internal policies, procedures, and protocols, and meeting regulatory and also complying with internal policies, procedures, and protocols, and meeting regulatory and accreditation requirements. The Clinical Operations Director ensures appropriate, high quality patient care through daily activities including managing staffing patterns, hiring new staff, conducting management and census review, drafting utilization contingency plans, conducting quality assurance testing, collaborating with Directors on work schedules, and training healthcare professionals. The COD will have an Equity focus and actively work to mitigate disparities for staff and patients across the Casa continuum.

What you'll do

• Plays a lead role in developing, licensing, staffing, and establishing systems for new Agency programs  
• Works with the Chief Clinical Officer (COO) and Director of Training, Equity and Inclusion to evaluate patient care from a strategic level to ensure that all services are aligned with Casa’s mission, vision, and values and meet organizational standards for quality, integrity, service specification, and other regulatory requirements.
• Under the direction of the QA/QI committee, leads the development of policies, procedures, workflows, clinical interventions and documentation, and quality assurance protocols
• Collaborates with key external stakeholders/partners to create effective mutual referral, transition of care, and crisis response systems that support seamless continuity of care
• Supports new grant implementation to ensure funder requirements are being met and plays a lead role in integrating innovations and clinical best practices from grant funded initiatives into sustainable service delivery   
• Works to put in place processes, systems and cross-departmental collaboration to ensure integrated care is advancing
• Responsible for implementing, tracking, and continuously improving integrated service delivery
• Works collaboratively with electronic health record (EHR) team to develop forms and workflows that meet clinical, regulatory, credential, and payor requirements  
• Support recruitment, hiring, and onboarding of staff across programs
• Supports the development and delivery of integration and best-practice related training for new interventions, levels of care, lines of business/service specifications, and community characteristics
•  Provide coverage for program leaders vacation, sick, and vacancies as needed
• Provide on call coverage as needed

• Partners with Program Directors, COO, and Director of Training Equity and Inclusion to design, institute and continuously improve clinical operations based on a data-driven approach in order to meet business goals and objectives
          o    e.g. % of patients receiving timely assessment, treatment plan, and medication                         reconciliation; %of patients receiving required counseling and case management                   hours; % of patients receiving required number of groups weekly; time from                              nursing assessment to MD approval; etc.
• Works collaboratively with CCO to ensure QA/QI is implemented across programs, policies, procedures, forms, and workflows meet clinical best practice standards  
• Responsible for quality assurance efforts across all Casa Esperanza programs and works closely with the COO, Program Directors and Director of Training Equity and Inclusion to train, onboard, and engage staff in ongoing quality assurance activities
• Collaborates with QA/QI Committee and program management to set, document, and train staff on appropriate quality standards and workflows.
• Under the direction of the QA/QI committee, implements quality standard reports, audits, and evaluation processes.
• Assesses regular reporting and periodic audit results and recommends changes and improvements to PDs and QA/QI Committee; reports as needed to regulatory agencies

• Oversees the completion of mock licensing reviews in preparation for site visits, including unannounced program visits for QA. 

• Works with works with the Chief of Staff and the CCO to prepare for CARF accreditation site visits.

• Reviews quality assurance documentation such as checklists, logs, and reports for effectiveness, accuracy, and relevance.
• Provides specific training to staff on QA requirements.
• Conducts random inspections and quality assurance spot checks.
• Perform deep dive assessments to understand existing functions, identify problems, and perform root cause analyses to develop and implement suitable plans/solutions, and work with QA/QI committee and program teams to ensure full integration of solutions into workflow
• Collaborates closely with Training, CCO, COO, CEO and Clinical Consultant to evaluate staff competency
• Collaborate with CCO and Director of Evaluation to monitor patient experience, outcomes, and model fidelity to track progress, identify opportunities, and create processes and tools to improve operations
• Works collaboratively with CCO on quality improvement initiatives related to quality measurement including structural process outcomes and experience of care measures  
• Serve as a key member of the Training Committee to support the development of onboarding and training tools and competency standards that help staff meet ongoing quality assurance expectations
• Works to increase efficiency of the team and streamline systems to ensure the delivery of high-quality patient services, and reduce redundancy and administrative burden on staff
• Assess program structure, roles, and responsibilities and build staffing models to meet patient, regulatory, and payer needs
• Work with the QA/QI committee to understand and work towards a more comprehensive set of services that improves individual patient health, while also reducing stigma and access barriers
• Provides training and technical assistance on the process of DCO responses and license applications
• Ensures compliance with all regulatory and accreditation mandates to which the organization is subject, company policies, procedures, and programs, ensuring consistent application
• Communicate seamlessly between local and state partners and be a trusted liaison for Casa’s program teams

• Works with QA/QI committee to assess, review, and improve crisis/risk management systems and protocols
• Works with QA/QI and Training Committee to ensure all staff are trained to implement COOP procedures as required
• Work with CEO, COO, and CCO to respond to critical incidents
  Other Duties: 

• • Responsible for administrative supervision and compliance support for medical team  

  • Works collaboratively with the Operations department to ensure facilities and housekeeping requirements are met 

  Note:  this job description is not designed to cover a comprehensive listing of duties that are required of the employee for this job. Duties and responsibilities may change at any time with or without notice. 
  
  

Qualifications

• No two days are the same for the director of clinical operations, so being flexible with quick critical thinking skills is essential.
• The Clinical Operations Director must have the analytical skills necessary to follow accurately the latest facility policies and legal regulations.
• Being detail-oriented with good organizational abilities is important for directors to keep day-to-day clinical activities running smoothly.
• Clinical Operations Director must be skilled communicators with the interpersonal skills to collaborate with various professionals, including physicians, nurses, researchers, insurance representatives, equipment sales teams, etc.
• Administrative dilemmas can occur when you least expect, but director should be equipped with the problem-solving skills to implement a creative solution that will not compromise patient care.
  
  

• Minimum of 3-5 years managing and leading teams
• 5 years healthcare operations experience required; behavioral health, especially care and treatment of Substance Use Disorder strongly preferred
• Multi-site operations experience, including track record of successfully running 2 or more programs concurrently
• Experience managing to metrics-driven operations
• Experience navigating pulling reports from electronic health records
• Strong prioritization and decision-making skills; proven track record of leadership
• Skilled with management and business tools, including creating dashboards, operational analysis, presentation building and delivery
• Approachable and skilled communicator and collaborator within organizations
• Mission driven and motivated to join an organization that will transform the way we deliver accessible, evidence-based, and clinically excellent care in the substance use and mental health space
• Able and willing to travel across eastern MA

• Behave Ethically: Understand ethical behavior and business practices, and ensure that own behavior and the behavior of others is consistent with these standards and aligns with the values of the organization
• Build Relationships: Establish and maintain positive working relationships with others, both internally and externally, to achieve the goals of the organization.
• Communicate Effectively: Speak, listen and write in a clear, thorough and timely manner using appropriate and effective communication tools and techniques.
• Creativity/Innovation: Develop new and unique ways to improve operations of the organization and to create new opportunities.
• Focus on Client Needs: Anticipate, understand, and respond to the needs of internal and external clients to meet or exceed their expectations within the organizational parameters.
• Foster Teamwork: Work cooperatively and effectively with others to set goals, resolve problems, and make decisions that enhance organizational effectiveness.
• Lead: Positively influence others to achieve results that are in the best interest of the organization.
• Make Decisions: Assess situations to determine the importance, urgency and risks, and make clear decisions that are timely and in the best interests of the organization.
• Organize: Set priorities, develop a work schedule, monitor progress towards goals, and track details, data, information and activities.
• Plan: Determine strategies to move the organization forward, set goals, create and implement actions plans, and evaluate the process and results.
• Solve Problems: Assess problem situations to identify causes, gather and process relevant

• Compensation:  $100 - 120K
• Holiday Pay (12 days per year + 1 floating holiday)
• Paid Time Off (PTO) - 18 days year one (tenure increments at 2 and 5 years)
• Sick Pay - 10 paid days per year
• Long / Short Term Disability 
• Paid by Company Life Insurance
• Health Insurance (Medical Dental, Vison)
• Health Reimbursement Arrangement (HRA)
• FSA/DCA (Flexible Spending Account & Dependent Care)
• ComPsych Guidance Resources - EAP
• Educational Opportunities
• Tuition Remission
• Employee Ticket at Work (Discounts for Entertainment, travel, movies; etc.)
• Career Advancement Opportunities
• Increased Salary for Credentials
• and more....