What We Offer The Director of Operations will lead and ensure the operational precision and infrastructure of assigned areas of responsibility to include safety, financial vitality, human experience, team member engagement, physician partnerships, and quality. This position will manage and direct strategic growth and operational excellence projects for the service line. This position will seek the input of staff in decision making and facilitate decision making within the departments. This position will be required to meet The Joint Commission and other regulatory requirements. The Director of Operations is responsible for system-wide service lines as follows: EVS, Food and Nutrition, Patient Transport, Laundry and Linen, Lab, Radiology, Rehabilitation services, Respiratory, and Neuro Diagnostics. This position will oversee other departments or projects as assigned by facility President and Sr Director Market Institutes. What You'll Do + Our Cause: Create a shared vision with staff of the department’s role in helping achieve mission and vision. Acts consistently with Novant Health’s values. Directs and supports staff in a manner that enables and provides the means to perform their jobs safely and efficiently. Responsible for reporting and coordination of all Human Experience initiatives. + Leadership: Oversees day to day operations of assigned areas and projects. Maintains clinic responsibility for clinic based, contract and corporate departments as assigned. Serves on submarket and community leadership and engagement committees, organizations, and /or boards. Responsible to Vice President to report on status and barriers and to assist with coordination for all projects at clinics and satellite locations. Seeks input of staff in decision making. Facilitates decision making within the departments. Acts with honesty and integrity with employees and customers, showing and speaking with respect for the rights of others, human dignity, and local culture and Novant’s mission, vision, and values. Makes decisions in a timely manner. Utilizes appropriate decision making strategy: command, consultative, or consensus. Delegates management of processes to department leaders and staff. Demonstrates leadership skills including problem solving, delegation, and time management/organization. Creates an environment for change/transition and empowering staff. Meets TJC and other regulatory requirements. Acts as a facilitator for assigned teams. Produces action plans to improve performance as indicated by the Strategic plan. Develops and implements plan for selfdevelopment in collaboration with the Leaders. + Interpersonal Effectiveness and Communication: Creates an environment that supports and respects Our Cause. Creates an environment where all employees feel safe, included, and free to contribute to the success of Novant Health. Establishes an environment where it is acceptable to discuss differences and issues of diversity. Actively communicates with and involves others through regular dialogue with staff/peers. Provides progress updates to staff in a timely manner. Utilizes communication methods to deliver information that improves quality of personal and organizational decisions. Ensures timely and consistent communication of all informative/routine messages. + Business Acumen: Maintains organizational policy and procedure, including rules of conduct. Provides project/process consultation to staff. Demonstrates innovation through creative solutions. Displays interest and willingness to try new things; takes risks. Develops, collaborates and coordinates programs for the defined population. Participates in marketing/community activities as assigned. Systematically researches management literature for advances in best practices and develops plans to customize and test appropriate practice change. Participates in professional development activities to keep current with trends and practices in healthcare administration. + Quality Improvement: Monitors quality of the department’s core processes. Directs the interdependence of processes both within and external to the department. Consistently reviews core processes, looking for improvement opportunities. Embraces change and acts as a change agent. Adopts new knowledge appropriate to work. Coordinates the development of goals, objectives and action plans to achieve staff education and development. Develops and implements an education plan for areas of responsibility annually. Works with department leaders to hire and train staff. + Customer Service and Physician Orientation: Holds staff accountable for service standards and ensures service recovery when needed. Ensures staff responds to customers in a timely manner. Monitors and analyzes all available human experience data. Communicates data with staff and involves them in developing plans to address opportunities. Monitors progress on improvement plans to ensure customer satisfaction goals are met. Creates a culture of service excellence. Ensures operational processes are designed around patient needs. Maintains daily communication with medical staff to ensure operational processes in department are smooth and effective, and support efficient physician interaction with staff and patients. + Human Resources and Organization Development: Assists with annual feedback to staff on performance, including performance improvement plans. Coaches staff and leaders in developing plans to achieve personal career goals. Provides for education and training of staff. Ensure teamwork between all members of the team, including physicians, and facilitates teamwork opportunities to a positive outcome. Follows the process for open job posting and allows employees equal access to opportunities to develop themselves. Monitors, evaluates and coordinates workload trends and manages resources to meet unit needs. Coordinates planning for human resource needs based on productivity and workload. Analyzes causes of employee turnover and involves staff to develop plans to address opportunities that will ensure achievement of employee commitment goals. + Financial Management: Manages positions and teams to achieve quality and productivity and meet budget. Prepares the annual operations and capital budgets. Monitors and analyzes productivity data to ensure targets are achieved. Shares information with staff to create an environment in which staff self manage staffing and productivity. Uses monthly budget performance analysis tools to ensure department meets budgeted expense per workload targets. Involves staff to develop plans to reduce expense and achieve operational efficiencies. Communicates operational performance data to staff and ensures understanding of business factors impacting department. Provides input and collaboration for strategic planning for system, submarket, service line(s), facility and community. What We're Looking For + Education: Bachelor's degree in business, economics/finance, or management, required. Master's in Business Administration, Finance or Healthcare Administration, preferred. + Experience: Five years of experience in a healthcare system, with successful business operations experience, required. Experience with managing multi-disciplinary groups and multiple areas including clinical and non-clincial areas, required. + Licensure/certification/registration: Appropriate licensure/certification in state, if applicable. + Additional Skills Required: + Ability to successfully complete all generic and department-specific competency assessments. + Knowledge of current and emerging trends and practices within area of responsibility. + Understanding of relevant regulatory and governing standards, policies, and procedures. + Proficiency with information systems, software, and equipment used in assigned duties. + Strong adherence to safety and infection control policies and procedures. + Skill in interviewing, candidate selection, and onboarding processes. + Understanding of budgeting, staffing, payroll, and purchasing practices. + Experience implementing competency, feedback, employee development, and progressive discipline processes. + Strong team-building, conflict management, and interpersonal relationship skills. + Knowledge of adult learning principles and effective teaching methodologies. + Decision-making, project leadership, delegation, and consultation skills. + Excellent verbal and written communication skills. + Ability to understand customer needs and apply improvement strategies to exceed customer expectations. Why Choose Novant Health? At Novant Health, we believe remarkable care starts with compassion for our patients, our communities, and each other. We value belonging, courage, personal growth, and teamwork, creating a space where everyone is respected, supported, and safe to show up as their full selves. Job Opening ID 129927