The Service Line Director is master’s prepared with outpatient administration experience and is responsible for the administration and oversight of service line and site operational budget, development/management, program planning, human and material resources allocation. The Service Line Director ensures the development and implementation of patient care standards across the service line ensuring there is consistency and compliance policy and procedures, professional practice standards and the continuous delivery of efficient and cost-effective patient care services. They will have oversight for the services provided in service line with practices located at various sites including the HSC campus and our community offices. The Service Line Director analyzes data and information to increase access and growth, reduce costs, and create efficiencies within each department. Engages in process improvement, program and system implementation, and facility projects to support and meet the Keck Medicine of USC goals and objectives. The Service Line Director ensures timely feedback and suggests solutions concerning Press Ganey results and CGCAPS customer service scores regarding satisfaction of team members, providers, and patient, operationalizes the growth and development of the practice(s) and new service opportunities by utilizing the proper allocation of resources and sound financial management. The Service Line Director supports their leadership team, offers guidance to managers and directors under his or her supervision, effectively delegating responsibilities and duties. Achieves a collaborative working environment. The Service Line Director is an active member of the leadership team and communicates regularly with leadership, the applicable department administrators, division chiefs and Department Chairs.
Essential Duties:
- Operations, Growth and Management Participates in establishing systems within the departments which support and practice shared governance management philosophy. Participate with Ambulatory Chief Administrative Officer, CNO, Medical Director, USC Care CMO and local management to ensure suitable treatment modality for all patients. Ensure that policies and procedures are in place and followed for continuity of planned care. Ensure proactive, high quality communication with physicians, nurse practitioners and other healthcare professionals regarding patient care. Work directly with the managers on the scheduling of appointments, locally and within the Access Center, to ensure a steady patient flow and productive patient-physician clinic relationship. Work with physicians and staff in assuring that the physicians have adequate availability to meet requirements and internal Department standards. Manage the practices registration services to ensure compliance with USC Care and Hospital /University policies. Ensure that all required components are completed to ensure proper billings and collections. This includes making sure that insurance information is complete and accurate. Work with Managers, Supervisors and Ambulatory leadership to coordinate clinics nursing services while assuring compliance with TJC standards where applicable. This includes adequate staffing plans and staffing contingency plans. Work with Managers, supervisors, IT and Ambulatory leadership to assure practices are in compliance with all quality and financial metrics (i.e. MIPS) by performing periodic audit of records. Work with the Medical Director or USC Care CMO and individual physicians to support compliance. Facilitate room utilization and assuring exam rooms are assigned and rooms are utilized appropriately. Monitor space/resource requirements and utilization of outside resources. Participate in the design and construction of new space, expansion and integration projects as applicable to the service line. Oversee the transitional process of new acquisitions and participate in due diligence meetings as appropriate. Work with Facilities and Clinical Engineering to assure the proper functioning of all patient care equipment. Maintains a liaison relationship between USC Care Medical Group ambulatory services, department leadership through attendance and participation at meetings and through oral and written communication.
- Financial Contributes to developing and monitoring the operational budget each year, continually analyzing both positive and negative variances, and using the budget as a tool to find more effective methods of care delivery. Works with clinic directors and managers and finance team to formulate site specific budgets in accordance with policies. Reviews, authorizes and monitors expenses reports; prepares and submits exceptions on a timely basis to finance teams, provides training on policies and procedures to leadership team to ensure compliance with financial standards; understands and reviews payroll reports for compliance with HR laws and regulatory agency policies; works with direct reports to ensure patient charges and collections are submitted timely; ensure compliance of on-site cashiering services in the practice which includes working with the finance team and ambulatory services team ensuring there is separation of duties with regard to collecting payments, charge capture reconciliation and preparing cash reports.
- Leadership Promotes effective communication and collaborative working relationships amongst the service line, physicians, and department. Ensure open lines of communication amongst the staff, physicians, and other departments. Serves as a coach and mentor. Responsible for identifying and implementing cross-training ideas and changes in staff design and task distribution which promotes a more effective method of service delivery, ensuring that the care is safe, legal and is customer service oriented. Facilitates the training of staff and physicians and assure we optimize the use of software platforms and digital technologies
- Human Resources Works with Human Resources to ensure that a workable staffing plan is in place for areas reporting to his/her position so that the areas remain able to delivery good care. Responsible for selecting and retaining qualified clinical and administrative staff to carry out the service lines goals in accordance with USC Care Medical Group philosophy and the organizational objectives. Ensures management staff understand basic wage and hour laws, federal and state local laws and regulations and work with human resources to ensure compliance. Provide support and training to leaders regarding union contracts. Work with USC Care Medical group in understanding staffing needs of organization; responsible for all employee activity such as hiring, promotions, performance evaluations, compensation and performance management. Conduct regular meetings with leadership team and participate in appropriate huddles
- Service/Patient Experience Contributes to the development of customer service standards and expectations. Assists in establishing methods for monitoring employee, patient and physician satisfaction with the services provided within the department.
- Business Development Responsible for business development activities for the service line including hospital collaborations, physician outreach, continuing medical education programs and community outreach. Oversees existing and potential joint ventures or partnerships within the service line. Ensures the implementation of strategic business plans that aligns with the service line’s vision, strategic plans, and goals and monitors performance.
- Quality Plans for provision of services through provision of appropriate levels of qualified, competent staff. Policies and procedures are in place to support scope of services. Ensure that each area meets standards of conduct. Coordinate audit reviews, data collection and reporting per organizational policy. Oversee quality activities working directly with lead clinical team and USC Care Chief Nursing officer; assure timely reports and follow-up. Displays understanding of governing regulations, Title 22, and JCAHO requirements, defining and maintaining the standards of practice while ensuring consistency with the hospital standards. Contributes to the development and implementation of performance improvement program which complies with JCAHO, Title 22, and other applicable regulatory agencies.
- Perform other duties as assigned.
Required Qualifications:
- Bachelor’s degree
- 5 years Operational experience in a healthcare facility preferably in an outpatient setting.
- Proficient in MS Office, Outlook and HRMS System.
- Proficient verbal and written communication skills.
- Capable of communicating with all levels of employee-administrative to staff.
- Critical thinking skills.
- Able to function independently and as a member of a team.
- Excellent analytical, problem-solving, planning and evaluation skills.
Preferred Qualifications:
- Master’s degree in related field in progress or completed.
- 3 years Spine Service Line: 3-5 years of spine outpatient experience Otolaryngology Head and Neck (OHN) Service Line: 3-5 years of OHN outpatient experience Neurosciences Service Line: 3-5 years of Neurosciences outpatient experience GI/Liver Service Line: 3-5 years of GI/Liver outpatient experience Ophthalmology Service Line: 3-5 years of Ophthalmology outpatient experience
Required Licenses/Certifications:
- Fire Life Safety Training (LA City) If no card upon hire, one must be obtained within 30 days of hire and maintained by renewal before expiration date. (Required within LA City only)
The annual base salary range for this position is $110,240.00 – $181,896.00. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.
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