Associate Administrator, Transformation & Strategic Projects - Ambulatory Operations Lmp - Full Time 8 Hour Days (exempt) (non - union)

Associate Administrator, Transformation & Strategic Projects

The Associate Administrator, Transformation & Strategic Projects will design, lead, and implement priority projects that are centered around continuous improvement, efficiency, patient safety, patient experience, program planning, strategy, and system integration. The Associate Administrator will participate as a thought leader across the health system in continuous refinement, development, and expansion of the Keck Operating System. This position will work closely with senior executives across the medical group and health system to define and improve operational workflows in accordance with best practices, improve shared-service model implementation, flow and collaboration. They will collaborate with system and external technology partners in the implementation of innovative solutions to accelerate and hardwire process improvement. They will engage with new modalities, technology solutions and practices to create more value for leaders that supports business analytics and data driven decision making, and value for patients by creating a seamless, inviting experience. This position leads a team of project management, process improvement, operations strategy, digital health, and patient experience, experts that support measurable improvement efforts and expanded clinical programming across ambulatory operations. This role requires an exceptional leader with proven ability to utilize interpersonal skills to develop partnerships with leaders across the system to drive alignment and execution of high-level priorities through process improvement, change management, and collaboration. The Associate Administrator, Transformation & Strategic Projects will also serve as Chief of Staff for USC Care partnering closely with the USC Care Executive Leadership team to establish and oversee priority projects. As Chief of Staff this individual will lead the roll out of the annual operational goal development and deployment process for USC Care Medical Group. As needed the Executive Administrator, will attend meetings as Chief of Staff on behalf of the USC Care Executive Leadership Team where they will integrate work streams, linking the USC Care Executive Leadership Team with broader Keck Medicine of USC initiatives and advising ambulatory executives in decision-making. The Executive Administrator will project manage multiple initiatives and will develop implementation roadmaps and facilitate action with concrete deliverables all aimed at driving ambulatory operational & service excellence. In addition, the Executive Administrator, acts as a coach for USC Care, is committed to developing a high performing and high potential staff, while establishing collaborative relationships with physicians, nurses, other clinicians and administrative leaders to build support for change and sustainability efforts.

Essential Duties:

• Ambulatory Operations Improvement: Leads the assessment and diagnostic of problems, architects' data analytics, develops performance dashboards, and leads and manages structured improvement initiatives, from large scale transformational projects to focused improvement events. Leads successful transformation events as determined by the operations leadership to improve clinic access, capacity, growth, and throughput. Demonstrates extensive process improvement and project management expertise that supports meaningful care process improvements, as well as ensures the development and implementation of detailed project plans on time/budget, and inclusive of input and engagement from internal and external stakeholders as appropriate. Independently leads projects of strategic importance for Keck Medicine of USC, including but not limited to the development of detailed project management plans to drive predictable results, facilitation of process improvement projects and events, develops/maintains quality deliverables for projects, and provides regular status updates in appropriate forums. Designs care coordination/patient navigation programs and create capabilities (through technology/systems improvement) that will enhance coordination of care across the clinical practices. Leads and develops a team of project management & processes improvement experts.
• Digital Health: Responsible for the direction and leadership of operational, financial, programmatic, and personnel activities for the Digital Health operation at USC Care Medical Group. Leads a highly matrixed cross-functional team environment to design, direct, and implement the ambulatory digital strategy and roadmap. Collaborates with key senior leaders to set the vision and is accountable for the successful planning, execution, and ongoing enhancement of all digital programs, products, and operations that affect patients, clinicians, and employees of the health system. Collaborates closely with all stakeholders, including operational leaders, physicians, department heads, information systems, marketing, public relations, telehealth, and patient experience leadership to drive the digital health strategy forward. Directs day-to-day digital health operations, budgeting, financial management, and human resource management. Directs the team in the successful implementation of the digital and virtual care strategy, ensuring critical milestones and deliverables are met on time and within budget. Supports and drives digitization of operations with a consumer-centric approach, care model transformation, improved clinical outcomes, and operational and financial efficiencies. Works with cross-functional teams to recommend product selection and services and incorporate digital tools and technologies into service delivery processes, customer interactions, and clinic and back-office operations. Ensures all outcomes and deliverables align with Keck Medicine organizational goals, objectives, and quality standards. Manages ongoing digital initiatives post-implementation through continual optimization and identification of new opportunities. Serves as the programmatic and operational leader for Digital Health, supporting the Chief Ambulatory Officer, and collaborating with ambulatory employees and leaders.
• Clinical Effectiveness & Quality Programs: Oversee and promote strategic quality assurance initiatives across ambulatory practices to ensure patient safety and the delivery of superior care. Lead enterprise-wide task forces to establish and implement best practices in patient engagement, leveraging innovative technologies and consent solutions. Manage and oversee the alignment of key programs to organizational goals, regulatory standards, and continuous improvement objectives.
• Patient Experience & Consumer Solutions: Oversight and responsibility for development of USC Care Human Experience team influencing, and promoting the experience for patients, families, providers, and staff. Clearly defines the optimal Patient Experience, including the behavioral changes necessary to achieve cultural transformation throughout the entire organization. Responsible for overseeing the patient experience journey through both a technology and people & process perspective, continually updating the approach to meet consumer needs and demand. Instills a culture of service excellence, hospitality, ownership and results across the involved entities. Documents and communicates throughout the organization the shared vision for experience improvements. Develops the framework & protocols in which all Patient Experience initiatives will be deployed. Develops service, educational, and training programs relating to the patient experience. Strategically develops, refines and improves performance metrics and measurement methods using standardized and customized tools. Leads and develops a team of patient experience & patient advocacy experts.
• Strategic Operations & Program Planning: Leads planning efforts to support the implementation of USC Care's strategic goals for new programs and service lines, partners, and geographies across the enterprise, working closely with strategic and operational leads over ambulatory and systemwide integrations and acquisitions. Provides strategic operational oversite of new program design, including assessment, recommendations, and implementation of strategies. Responsible for forecasting and planning activities by providing data-driven insights and assisting in developing business forecasts and models. Support USC Care entity special projects/ad hoc initiatives as needed. Leads and develops a team of strategy, program planning, and data analytics experts.
• Chief of Staff: Support CEO, USC Care Medical Group by managing schedules, facilitating communication, preparing key materials, liaising with stakeholders, and providing strategic advice on organizational and operational matters. Provides support to USC Care Executive Leadership Team to establish annual goals/KPIs and associated operating plans in support of achieving strategic initiatives. Facilitates alignment on core project metrics/KPIs and oversees monitoring and sharing of KPIs to ensure adherence and continuous improvement (in close alignment with Keck Operating System). Serves as a liaison for USC Care Executive Leadership for Keck Medicine of USC initiatives linking ambulatory projects to broader health system strategic initiatives. Serve as thought partner to USC Care Executive Leadership, on consumer driven solutions with emphasis on clinical practice transformation, patient access, patient experience, operations strategy and related technology-enabled solutions that drive targeted improvements. Assures effective execution of initiatives and business strategies through the alignment of physician and administrative stakeholders. Oversees staff leadership development through deployment and execution of initiatives including but not limited to Keck Academy for Continuous Improvement, Ambulatory Leadership Retreats, etc.
• Must be dependable, exude high integrity, initiative, strong attention to detail, and ability to build trust and strong working relationships with leaders and team members across the enterprise.
• Fosters a healthy team environment by coaching and mentoring direct reports, providing daily feedback and supporting their professional development.
• Performs other duties as assigned or requested.

Required Qualifications:

• Req Master's degree Health Administration, Nursing, Public Health or related field
• Req 5-7 years Progressive experience in a program/project management capacity
• Req 5 years Experience leading process improvement efforts, using Change Management or similar methodology, to improve clinical, operational, and financial performance in health care setting, ultimately aimed at maximizing the patient experience
• Req Strong/deep knowledge of operational, clinical and financial acumen in a health care setting.
• Req Excellent analytical thinking and problem solving skills.
• Req Ability to build trust, and develop strong working relationships with clinicians, team members, and leaders at all levels across the organization.
• Req Managerial experience with direct supervisor responsibility of administrative staff and experience with ambulatory/physician practice operations.

Preferred Qualifications:

• Pref Doctorate Organizational Change/Change Management/Leadership
• Pref 3 years Experience partnering with executive leadership to establish and execute strategic projects and entity goals

Required Licenses/Certifications:

• Req 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