Job Description:

The position of the Clinical Operations Manager - System at Intermountain Healthcare has oversight and responsibilities for managing the development, implementation, and evaluation of projects and processes across quality, safety, performance improvement, patient outcomes and experience of care. The position serves as a highly visible, energetic champion of patient experience, quality and patient safety providing management to continuously improve the safety, effectiveness, efficiency, patient-centeredness, equity and timeliness of health care service to all patients. Collaborates in the development of a culture of high reliability and the measurement of care quality identifying opportunities and executing on strategies for performance improvement in the following areas: (a) Outcomes - highly reliable processes, delivering exceptional outcomes and / or optimal health, (b) Safety - Zero Harm to patients and caregivers driven through a culture of high reliability, continuous improvement and leadership, (c) Experience of Care - relationship-centered care grounded in empathy, dignity, respect and collaboration.The Office of Patient Experience is a resource to the system and drive organizational performance that is built on relationships, a shared vision of excellence in and environment of achievement and local accountability.

Scope

This management role will have key organizational relationships across Intermountain Healthcare with a specific focus on ensuring optimal safety, outcomes and experience of care. This position reports to Intermountain Healthcare's Office of Patient Experience Department Director. The position will participate in key committees across the system to drive culture and results.

Job Essentials

Business Unit Leader roles (may vary by department)

Administers department operations and reporting including budgets, planning, communications and resource allocation.
Develop, direct, coordinate and share innovative initiatives across the organization that set new standards, exceed national best practices, drive down variation, create efficiencies and decrease costs.
Works with the Office of Patient Experience leaders in identifying succession planning needs and candidates, and encourages staff preparedness for taking on new responsibilities.
Oversees the hiring process, counseling of employees, defining expectations, monitoring productivity, performance evaluation and management.
Anticipate and plan for changes in staffing levels and expertise based on possible changes to regulatory reporting and compliance expectations.
Support the implementation of clinical programs and services initiatives (as applicable), including: care process models, core measures, ongoing patient safety and experience of care efforts.
Fosters an environment of professionalism and caregiver engagement, including a culture where caregiver input is valued and recognized.
Provides consultation regarding safety, quality and experience of care improvement functions to leadership, performance improvement teams, caregivers and physicians.

With the Office of Patient Experience leaders and caregivers advance the work:

Quality (safety, outcomes and experience)
Support a proactive, comprehensive strategic Experience agenda that inspires caregiver engagement, inter-professional collaboration, the identification and use of evidenced based practice and management among all facilities in the system while differentiating Intermountain Healthcare as a high reliability organization nationally.
Keeps abreast of and responds proactively to changes or trends in healthcare and technology specific to departmental needs.
Whenever possible describe the savings to patients and the organization resulting from improvement in Quality
Monitors and assists in designing departmental indicators and patient care quality reviews as required. Encourages use of that data for identification of opportunities for improvement.
Responsible for assisting in the trending and tracking of identified variances in care, root cause analysis and seeking and supporting resolution as assigned
Serve as an organization wide consultant and educator.
Support collaborative relationships with existing and potential partners, including hospitals, health plans, physician groups and post-acute care entities to be sure Quality standards/regulatory requirements are met.
Collaborate with clinical teams, Consumer Experience and Human Resources a differentiated Intermountain extraordinary care experience.
Support the highly reliable execution of evidence practices in improving patient experience.

Culture of High Reliability
Nurture a strong internal culture of high reliability
Ensure Intermountain Healthcare is a learning organization by incorporating root cause analysis, failure mode analysis, event reporting and analysis, and continuous improvement methods through all levels of the organization
Strongly support and advocate for the tenets of a Just Culture to ensure a strong safety culture.
Partner and support the ongoing efforts in Employee Safety.
Nurture a robust culture of caring through support of caregivers (well-being, joy, resilience) and attention to what matters most to our patients.

Informatics, Data and Analytics
Support quality measurements for internal use.
Support the deployment and optimization of the electronic health record to maximize safety, quality outcomes, clinical effectiveness and efficiency.
Advance, with others, the use of predictive analytics and deep learning computing to improve the health, experience and quality of care of those we serve.

Nursing Excellence
Support Nursing in a journey to excellence (top decile performance in national nursing sensitive measures, Magnet accreditation).
Participate locally, regionally and nationally in nursing quality forums, committees and learning collaborative when aligned with our strategic direction.

Medical Staff
Partner with Medical Director to develop medical staff education regarding regulatory issues, new statutes/guidelines and safety / Experience and improvement activities. .

Engagement
Provide the leadership necessary to achieve a satisfied and competent employee work environment through establishing a climate for growth and challenge with timely performance appraisals and developing and mentoring of management and staff.

Minimum Qualifications

Five years of experience in Quality, Safety, or Patient Experience.
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Master's degree in Nursing, Business, Healthcare Administration, Public Health or other business-related field. Education must be obtained through an accredited institution. Degree will be verified.
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Trained in improvement science (i.e., Six Sigma, Lean, or Workout and Project management, ATP)
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Able to prioritize and manage multiple projects simultaneously with demonstrated ability to complete projects successfully on time and within budget
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Excellent leadership attributes including positive, can-do attitude, creativity, and enthusiasm.
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Demonstrated ability in budget preparation and management.
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Successful track record of effective, team-oriented working relationships with physicians, nurses and other health professionals
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Demonstrated ability to support, encourage and mentor co-workers.
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Highly developed skills using personal computer tools including word processing, spreadsheet and presentation applications.
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Three years of experience leading successful Quality, Risk or Patient Experience improvement projects in clinical setting(s).
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2-5 years in a role requiring effective decision-making skills and the ability to work autonomously, communicate effectively, and manage frequent variations in workload.
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Experience with change management with the ability to provide leadership in the adaptation and implementation of new processes and /or technology that enhance Quality.
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Effective verbal, written and interpersonal communication skills.

Preferred Qualifications

CPHQ or ASQ certification

Minimum of 2 years work experience in Quality, Performance Improvement, Patient Safety or Patient Experience with 2 years in a leadership role.
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Minimum of 2 years' experience with regulations/standards and accreditation survey processes for State/Federal Agencies, The Joint Commission etc.
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The ability to use word processing, spreadsheets and presentation software. Proven experience in facilitating Quality Improvement initiatives using industry standard methodologies.
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Experience in preparing and giving presentations.
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Experience working in a complex health system (hospitals, ambulatory clinics, post-acute care, etc.)
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Experience with external entities that drive and support Quality approaches and standards, including government agencies, academic institutions, universities and related organizations of higher education, and other public institutions is preferred.

Physical Requirements:

Interact with others requiring employee to verbally communicate as well as hear and understand spoken information.
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Operate computers, telephones, office equipment, and manipulate paper requiring the ability to move fingers and hands.
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See and read computer monitors and documents.
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Remain sitting or standing for long periods of time to perform work on a computer, telephone, or other equipment.

Location:

Key Bank Tower

Work City:

Salt Lake City

Work State:

Utah

Scheduled Weekly Hours:

40

The hourly range for this position is listed below. Actual hourly rate dependent upon experience.

$49.23 - $76.00

We care about your well-being – mind, body, and spirit – which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged. Learn more about our comprehensive benefits package and our commitment to diversity, equity, and inclusion .