Job Summary
- Company
- Lahey Clinic
- Location
- Burlington, MA 01805
- Industries
- Healthcare Services
- Job Type
- Full Time
- Employee
- Years of Experience
- 10+ to 15 Years
- Education Level
- Bachelor's Degree
- Career Level
- Executive (SVP, VP, Department Head, etc)
Vice President of Support Services
About the Job
ABOUT OUR OPPORTUNITY
The Vice President of Support Services reports directly to the Senior Vice President, Hospital Operations, and is responsible for ensuring that Support Services are aligned with Lahey Clinic’s mission, strategic objectives and integrated group practice model. The Vice President of Support Services has overall responsibility for Support Services for the Hospital and Clinic. The VP / SS collaborates with physician and administrative leaders to ensure that support functions are effectively integrated and aligned with clinical operations to enable timely and effective patient care and appropriate documentation of care and billing. The VP / SS ensures appropriate people are in key positions, sets expectations and develops systems of accountability that align with Lahey Clinic’s strategic plans and operational initiatives. Responsibilities Minimum Qualifications: Education: Thorough knowledge of business operations in a healthcare setting typically attained by achieving a Master’s degree in Business Administration, Public Health or other relevant field. Licensure, Certification, Registration: None Skills, Knowledge & Abilities: Advanced interpersonal skills coupled with excellent presentation, communication and coaching skills essential for effectively managing Support Services operations with tact while representing Lahey Clinic internally and externally. Advanced analytical skills necessary to integrate and interpret data from diverse sources in order to determine optimal course of action. Aptitude in the financial and business functions of healthcare management. Advanced knowledge of health care delivery systems including regulations, trends, policies and procedures. Knowledge of payer organizations and health payment and coding systems. Ability to build consensus and lead toward common objectives. Experience: 10 years of operational leadership in a healthcare setting characterized by progressively expanding scope and responsibility, to include at least 3 years in a high volume hospital and/or clinic setting, and at least 3 years of management-level experience in Patient Access, along with exposure to the other managed disciplines in a dynamic health care system. Demonstrated success leading initiatives that have impact across the organization. -Oversees Hospital and Clinic Support Services including Registration and Scheduling, Admissions, Health Information Management, and Coding. Develops a mission and strategy for each area of responsibility and communicates expectations to direct reports, delegating authority as appropriate. Promotes practices and processes that contribute to success; directs the effective management of barriers that impede achieving targeted results.
-Investigates and understands the needs of clinical operations, develops strategies to provide state of the art support processes that exceed expectations.
-Collaborates with clinical departments, patients, Lahey medical staff and referring providers to develop, implement, and manage Registration and Scheduling processes that are patient centered, flexible, and provide easy access for patients, families, and colleagues. The ultimate goals of the registration and scheduling process are to ensure that patients see the provider who can best meet their needs at a time convenient for them and to make the best use of clinicians' time available to care for patients.
-Establishes key operating metrics and continually improves processes to support the clinical practice and exceed patient expectations.
-Collaborates with clinical departments to simplify and restructure scheduling and registration processes to create the flexibility needed to increase access and make it easier for colleagues to appropriately schedule appointments.
-Continually works to elevate the expertise of those who handle patient calls to improve scheduling expertise, provide a satisfying patient experience, and ensure effective problem solving. Develops and continually revises tools that make it easier for schedulers to appropriately schedule patients.
-Collaborates with other members of health system revenue management teams to identify and implement opportunities for revenue cycle process improvements. Establishes communication mechanism to ensure compliance with payer regulations and to minimize denials.
-Continually focus on customer satisfaction, utilizing such measures as patient surveys, focus groups and call monitoring to provide feedback to colleagues, and improve processes.
-Oversees Health Information Management processes and functions across the Lahey network to provide a record of care provided, including record storage, completion, abstracting, filing, retrieval, and regulatory mandates, such as HIPAA. Maintains confidentiality of medical information and respects the dignity of patients, family members and hospital staff.
-Participates in developing a system-wide strategic direction for HIM. Leads process redesign to align departmental systems with state of the art technology, team performance, and customer relationships. Proactively seeks out best practices and maintains understanding of the market as industry standards and technology evolve. Maximizes access to health information to assure timely clinical decision-making while assuring compliance with all applicable regulations.
-Oversees Coding processes, working collaboratively with payers, Vice President for Quality & Risk and the Lahey medical staff to maximize revenue while assuring compliance with all applicable regulations. Continually educates staff, care providers and other colleagues on regulations and actively supports all quality measurement initiatives as required.
-Develops and implements a strategy for Interpreter Services and associated state DPH regulatory compliance and liaison requirements.
-Periodically reports on matters pertaining to Support Services to Hospital and Clinic leadership. Participates as needed at committee meetings.
-Effectively represents Support Services matters in the development of Lahey Clinic's strategic plan. Ensures that day-to-day Support Services are conducted in full alignment with the approved strategic plan.
-Manages the budget and expense processes for Support Services. Collaborates with Hospital and Clinic leadership during budget planning to ensure comprehensive accounting of projected expenses associated with efficient operations for Support Services areas.
-Ensures that Support Services operations are conducted in compliance with applicable accreditation, statutory and regulatory requirements, such as the Joint Commission and the Department of Public Health.
-Actively participates in recruitment and retention initiatives to ensure that all Support Services staff are highly competent, qualified colleagues.
-Creates a work environment that encourages colleagues at all levels to have an opportunity to express ideas and suggestions about ways to better perform.
-Develops a work environment where colleagues understand that their individual efforts contribute to the overall success of their departments and the overall organization.
-Represents Lahey Clinic to external organizations and agencies on matters relating to areas of responsibility.
Performance expectations include but are not limited to:
-Establish a professional, confident working relationship with Senior Vice President, Hospital Operations and senior management team.
-Develop credibility and establish open and trusting relationships.
-Provide appropriate counsel, strategic and business planning advice as well as direction to the Senior Vice President, Hospital Operations, senior management team, peers and direct reports.
Organization Standards
-Maintains strict adherence to the Lahey Clinic Confidentiality Policy.
-Incorporates Lahey Clinic Guiding Principles, Mission Statement and Goals into daily activities.
-Complies with all Lahey Clinic Policies. Complies with behavioral expectations of the department and Lahey Clinic.
-Maintains courteous and effective interactions with colleagues and patients.
-Demonstrates an understanding of the job description, performance expectations, and competency assessment.
-Demonstrates a commitment toward meeting and exceeding the needs of our customers and consistently adheres to Customer Service standards.
-Participates in departmental and/or interdepartmental quality improvement activities.
-Participates in and successfully completes Mandatory Education.
-Performs all other duties as needed or directed to meet the needs of the department.
CONTACT INFORMATION
Lahey Clinic Medical Center offers a great compensation and benefits package, including medical, dental and retirement benefits. Please apply online at: www.lahey.org/careers using the keywords Vice President. To learn more about this position or others like it please visit our web site at:
About Lahey Clinic
Encompassing 3 Medical Centers and 11 individual Group Practices around the area, Lahey Clinic is one of the largest providers of comprehensive healthcare services in New England. Our Main campus, located in Burlington is comprised of an ambulatory care center serving more than 3,000 patients each day, a 317-bed full service hospital, and Level II Trauma Center. Lahey Clinic is consistently ranked amongst the best hospitals in the country in U.S. News and World Report’s “America’s Best Hospitals” and in 2007, Lahey was one of only 33 adult-care hospitals in the country named to the Leapfrog Group's "Top Hospital list."
Lahey Clinic is a teaching hospital affiliated with Tufts University School of Medicine and also has teaching affiliations with Harvard Medical School and Boston University School of Medicine.
With a culture of specialized teams and a work ethic that combines the highest competence with the utmost compassion, Lahey Clinic is committed to providing the best possible care to our patients.
As a Colleague at Lahey Clinic
At Lahey Clinic Respect…Caring…Teamwork…Excellence…Commitment to Personal Best are our guiding principles, inherent in everything we do. As a Lahey Clinic colleague, you will be part of a highly skilled, integrated team of professionals who are committed to delivering on our Motto of “Treating You Right “ and delivering the highest level of quality health care service to our patients.
Lahey Clinic physicians provide care in virtually every specialty and subspecialty of medicine, from allergies to heart disease. Lahey's cardiac surgery program is one of the largest in New England, with measured outcomes among the best in the nation.. Lahey physicians have been pioneers in such areas as cancer treatments, gastrointestinal disorders and kidney surgery.
Lahey Clinic Medical Center is a teaching hospital for Tufts University School of Medicine and maintains residency and fellowship programs for more than 100 new physicians in 19 specialties. Lahey Clinic research programs encompass more than 200 clinical trial protocols and participates in numerous national clinical trials.
About Our Benefits
Our benefits plan is offered to staff who are regularly scheduled to work 20 hours a week or more and include the following: competitive salaries, choice of 5 healthcare plans, two dental care options, 403(b) Plans, Pension Plan, Paid Time off, Free Parking, tuition assistance, dependent care resource and referral services, pre-tax reimbursement accounts for health and dependent care. "Camp Lahey" summer day camp for employees' children, adoption reimbursement and more.
Lahey Clinic is an Equal Opportunity/Affirmative Action Employer.
Our Locations
Lahey Clinic Medical Center
Human Resources
5 Federal Street
Danvers, MA 01923
(978) 739-8121
FAX (978) 777-4718
Lahey Clinic Northshore
Human Resources
One Essex Center Drive
Peabody, MA 01960
(978) 538-4169
FAX (978) 538-4701
Lahey Clinic Medical Center
Human Resources
25 Mall Road
Burlington, MA 01804
(781) 744-8845
FAX (781) 744-5653
TDD (781) 744-8066
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Lahey Clinic
