Job Information
North Shore Community Health Associate Director of Operations in Salem, Massachusetts
Associate Director of Operations
Salem, MA (http://maps.google.com/maps?q=47+Congress+Street+Salem+MA+USA+01970)
Description
Position Summary:
Are you passionate about shaping the future of healthcare? North Shore Community Health is looking for a strategic thinker and self-motivated leader to become our nextAssociate Director of Operations. In this role, you’ll be at the forefront of our mission to deliver outstanding care in a value-based care model, ensuring every patient has a seamless, accessible, and meaningful experience. We seek someone who can drive change with a proactive mindset, independently identifying opportunities for improvement and leading innovative solutions that prioritize patient access and health equity. The ideal candidate will bring innovate ideas to North Shore and use them to drive continued performance and process improvement among our Front Desk and Back End teams.
The Organization
North Shore Community Health (NSCH) is a highly accomplished community health organization that prides itself on its compassionate approach to serving the surrounding communities with comprehensive and culturally sensitive care. With a strong commitment to excellence, NSCH provides:
Comprehensive primary care.
Dental services.
Behavioral health care.
Care management.
Pharmacy services.
Substance abuse disorder treatment.
Nurse care management.
Insurance enrollment assistance.
NSCH operates service sites at Gloucester, Peabody, and Salem Family Health Centers, ensuring convenient access to care. Additionally, NSCH extends its reach through school-based health centers within the Salem and Peabody School Districts. NSCH collaborates with Bentley Academy, Collins Middle School, Horace Mann School, Bates Elementary School, and the Peabody Learning Academy for behavioral health services.
As a community-based safety net healthcare provider, NSCH actively encourages diversity and welcomes staff members who reflect the rich tapestry of our communities. We highly value the contributions of our team members and offer a wide range of perks and comprehensive benefits. These include health and wellness benefits, tuition reimbursement, loan forgiveness opportunities, and other appealing benefits.
We believe in supporting our employees from day one, and all eligible staff members can take advantage of these benefits right from the start of their employment at NSCH. We aim to foster a supportive and rewarding environment that empowers our team members to provide exceptional care to our communities.
Mission
North Shore Community Health’s mission is to build healthy communities by providing exceptional care to all.
Vision
Healthy People | Vibrant Communities
Values
Accountability
We take our responsibility to ourselves, each other, and the NSCH Community very seriously. We understand our individual roles, and positions of power with respect to how others perceive our roles and actions. We hold ourselves accountable when we make mistakes–acknowledging the error, owning it, taking corrective actions, and moving forward. We follow through on what we commit or resolve to do.
Integrity
Integrity is the foundation of healthy relationships. We are committed to the highest ethical standards: honesty, fairness, respectfulness, and trustworthiness. We are honorable and respectful in dealings with others, and we strive to deal honestly, fairly, and in a respectful, ethical, and trustworthy manner when in agreement or disagreement.
Empathy
Empathy is a deep appreciation for another’s situation and point of view, which is the basis for the golden rule and our intrinsic sense of justice. We strive to bring empathy into our interactions with each other and with our patients.
Courage
We see courage as the strength of character to stand up for our convictions and belief system. To have courage is to have the fortitude to take risks and to extend one’s behaviors, actions, and thoughts beyond one’s comfort zone. We appreciate that courage is often required to compromise. Courage is a state of mind to face adverse, difficult, and challenging situations with confidence and positive energy.
Respect
NSCH holds its patients in the highest regard. We provide care that is respectful of and responsive to individual patient needs and values. We take the time to listen to concerns, understand what is important, and provide appropriate solutions and care. We do this through coordination and integration of care, collaboration, and teamwork.
Commitment
NSCH is committed to the health and well-being of its community, patients, and staff. We demonstrate this commitment by constantly striving to align our actions with our mission, vision, and values.
EEO Statement:
We, North Shore Community Health (NSCH), are an equal employment opportunity employer. Our goal is to have a diverse workforce representative of all people, at all job levels, in the organization. We do not and will not make any personnel decisions (like recruiting, hiring, job assignments, and promotions) based on age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity, gender expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.
https://www.nschi.org/wp-content/uploads/2022/03/nsch_eeo-policy-statement-dec-2021.pdf
Essential Functions:
Leads and drives the implementation of forward-thinking initiatives to enhance patient access and experience, utilizing existing technologies and innovative digital products. Proactively seeks opportunities to elevate service quality among our Front Desk and Patient Experience teams
Proactively monitors and analyzes the performance of various patient access teams across North Shore. Independently identifies gaps, and spearheads strategic process and quality improvement initiatives to address challenges with creativity and persistence.
Innovates and iterates on systems for tracking access-related key performance indicators (KPIs) across NSCH’s medical departments. Continuously communicates actionable insights and progress to clinical and operational leadership, focusing on critical areas such as empanelment, access-related KPIs, new patient empanelment, and provider continuity.
Ensures regulatory compliance with a keen focus on health equity and revenue cycle requirements. Keeps pace with evolving industry standards and proactively implements necessary changes.
Takes initiative in leading efforts to empanel new and unengaged MassHealth C3 members, working creatively to optimize engagement strategies and outcomes.
Mentors and empowers the Patient Navigation and Patient Experience teams. Encourages a culture of continuous learning, ensuring patients are informed about their healthcare options and that referrals, insurance verifications, and virtual care pathways are efficiently managed.
Provides hands-on leadership to Practice Managers across NSCH’s three health centers. Inspires them to improve KPIs and enhances front desk efficiency through ongoing mentorship, collaborative problem-solving, and dynamic leadership.
Collaborates strategically with the Senior Director and COO on budget development and oversight.
Other duties as assigned.
Requirements
Bachelor’s degree in Public Health, Business Management or a Healthcare related field. Five years of experience in Healthcare/Public Health can be substitute for degree.
A minimum of five (5) years of experience in health care/public health or related field.
Two (2) years of experience managing teams, preferably including remote staff.
Proven track record in successfully managing programs/ projects and using analytics to support evidence-based management.
High level of proficiency in Microsoft Office applications – particularly as it relates to manipulating data in Microsoft Excel – strongly prefered
Experience with Epic strongly preferred
Excellent verbal and written communication skills, attention to detail and overall organizational skills.
Proven ability to prioritize and execute tasks in a fast-paced environment, while working collaboratively with medical staff and other clinical operations partners.
Knowledge of LEAN/Six Sigma or equivalent project and change management frameworks preferred.
Demonstrated effective analytical and creative problem solver.
Demonstrated ability to build relationships and lead in a matrixed organization.
As a health center, NSCH expects all employees to receive all required vaccinations and health screenings each year. Moreover, as a condition of employment, all employees are expected to be vaccinated against COVID19, including providing proof of having received the COVID19 vaccine, unless a religious or medical exception is granted. All prospective employees are required to be vaccinated before their first day of employment, and proof of vaccination record must be provided with prehire paperwork. To request an accommodation from the vaccine requirement or if you have any questions about this mandate, please contact the Human Resources Department athr@nschi.org (https://talent.paylocity.com/Talent/OfferLetters/Templates/Edit/%5bobject%20Object%5d)
At North Shore Community Health, we are dedicated to building a diverse workforce. Are you excited about this role but feel that your past experience does not align perfectly with every requirement in the job description? We encourage you to apply! Your skills may be suited for this or other roles here at North Shore Community Health