Director - Ambulatory Digital Transformation

If you are looking to make an impact on a meaningful scale, come join us as we embrace the Power of One!

We strive to be an employer of choice and establish a reputation for being a talent rich organization where Associates can grow their career caring for others. For over a century, we’ve served the health care needs of the people of Memphis and the Mid-South.

Responsible for leading Ambulatory Informatics, Quality and Value-based care programs, decision support, communication and patient experience for the physician enterprise (PE) in support of MLH system strategies and goals. Explores innovative opportunities for PE care delivery, operational and financial efficiency, quality improvement and enhanced service, to further PE in alignment with health system strategic goals. Utilizes statistical tools, benchmarking resources, databases, and performance measurements to determine trends and identify improvement opportunities. Aligns operations work and patient experience issues/opportunities using customer service modeling to identify improvement opportunities. Responsible for standardization and integration of PE processes and reporting across all of these areas of responsibilities. Models appropriate behavior as exemplified in MLH Mission, Vision and Values.

Working at MLH means carrying the mission forward of caring for our community and impacting the lives of patients in every way through compassion, a deliberate focus on service expectations and a consistent thriving for excellence.

A Brief Overview
Responsible for leading Ambulatory Informatics, Quality and Value-based care programs, decision support, communication and patient experience for the physician enterprise (PE) in support of MLH system strategies and goals. Explores innovative opportunities for PE care delivery, operational and financial efficiency, quality improvement and enhanced service, to further PE in alignment with health system strategic goals. Utilizes statistical tools, benchmarking resources, databases, and performance measurements to determine trends and identify improvement opportunities. Aligns operations work and patient experience issues/opportunities using customer service modeling to identify improvement opportunities. Responsible for standardization and integration of PE processes and reporting across all of these areas of responsibilities. Models appropriate behavior as exemplified in MLH Mission, Vision and Values.

What you will do

• Contributes to the ongoing support of the programs and projects required to support MLH strategic goals, operational effectiveness and our competitive position.
• Serves as expert on future functionality for EPIC and how to prioritize within MLH.
• Leads continuous assessment of patient experience, including utilization of the EHR, and provides direction on future improvement opportunities to achieve patient experience goals.
• Responsible for the programmatic development and management of the Physician Enterprise Payor Quality and Value-based Care programs; requiring interdisciplinary coordination across clinical operations, Population Health teams, reporting and data analytics, and Legal Leadership of PCMH team, Population Health providers and Transition of Care team.
• Monitors and evaluates patient experience metrics and outcomes, analyzes data and works with operational, physician and health system leaders to identify, develop, and implement programmatic changes to enhance the patient experience.
• Drives patient centric innovation to improve consumer experience through programs and initiatives.
• Monitors key performance metrics including PE-driven health system metrics, and PE specific metrics such as volume growth/budget attainment, patient experience, opens access, quality measures, and referral management, as well as specialty-specific quality metrics for purposes of physician incentive compensation. Identifies and directs data integration opportunities across the Physician Enterprise to support leaders, Providers and other support functions.
• Responsible for the development, production, and distribution of routine and special communications that enhance collaboration with PE physicians and increase PE physician satisfaction and engagement.
• Maintains current knowledge of and explores innovative opportunities for PE care delivery, operational and financial efficiency, quality improvement and enhanced service. Ensures PE connectivity with health system innovation strategies, forums and goals.
• Directs the activities of Associates reporting to this role; monitors Associates performance and clarifies work expectations, assists with goal setting, and promotes cooperation among individuals and groups.
• Develops and implements processes through orientation, training and education to ensure that the competence of staff members is assessed, maintained, and demonstrated throughout their employment.

Education Qualifications

• Bachelor's Degree Business Administration
• Bachelor's Degree Healthcare Administration
• Master's Degree

Experience Qualifications

• 5-7 years experience of business of healthcare delivery improvement and/or operations leadership with comprehensive knowledge base in analytics.
• 5-7 years experience of Customer Relationship Management design and implementation.

Skills and Abilities

• Exceptional interpersonal skills and executive presence, including the ability to work collaboratively with physician leaders and partners. Demonstrated capability of establishing and maintaining relationships, especially with physicians and external constituencies.
• Proficiency in gathering and analyzing data. Ability to communicate and present data to leadership for business decision-making purposes.
• Strong analytical ability supporting the ability to serve in an advisory/consultative role in determining or developing strategies, policies, processes, protocols and methods.
• Demonstrated aptitude for fostering innovative approaches in a complex system. Ability to manage multiple priorities, organize task and maintain control of workflow.
• Exceptional written and oral communication skills.
• Ability to manage change and produce results in a fast-paced environment and exercise a high degree of initiative, judgement, discretion and decision making.
• Ability to lead and motivate individuals and groups, including physicians, toward the accomplishment of tasks and organizational goals.
• Demonstrated capability in developing a collaborative approach to achieve organizational goals. Must be able to analyze, assess and leverage resources appropriate to scope of responsibility and design a course of action consistent with the strategic plan.
• Proficient in the use of Microsoft applications (Word, PowerPoint, & Excel) and experience with database systems.

Supervision Provided by this Position

• Provides direct supervision to Decision Support, EMR Educational Trainers, Project Management, PCMH, MIPS, Quality, Population Health staff and providers, contractors and vendors.

Physical Demands

• The physical activities of this position may include climbing, pushing, standing, hearing, walking, reaching, grasping, kneeling, stooping, and repetitive motion.
• Must have good balance and coordination.
• The physical requirements of this position are: light work - exerting up to 25 lbs. of force occasionally and/or up to 10 lbs. of force frequently.
• The Associate is required to have close visual acuity to perform an activity, such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; or extensive reading.
• The conditions to which the Associate will be subject in this position: The Associate is not substantially exposed to adverse environmental conditions; job functions are typically performed under conditions such as those found in general office or administrative work.

Our Associates are passionate about what they do, the service they provide and the patients they serve. We value family, team and a Power of One culture that requires commitment to the highest standards of care and unity.

Boasting one of the South's largest medical centers, Memphis blends a friendly community, a thriving and growing downtown, and a low cost of living. We see each day as a new opportunity to make a difference in the lives of the people in our community.