SUMMARY: Performance Services/Special Projects Coordinator plans, analyzes and evaluates current or proposed health programs within the First Choice Community Health Centers (FCCHC) for the purpose of strategic planning and development; responsible for supporting volume and growth objectives through marketing, referral relationships, and service excellence (word-of-mouth referrals); assists in the development of recommendations to improve existing health programs or substantiate the need for additional programs; and performs related duties as assigned. This role is involved in core functions related to marketing and growth, grant funding, outreach and community alliances, performance measurement reporting, patient satisfaction and service excellence, as well as special executive and board-level projects. Key Performance Measures: Quarterly Performance Evaluation Score (Score Rating Targets: 90.0 or Higher= Extremely Effective, 80.0 – 89.0 = Performing at Expected Level, 70.0 - 79.0 = Less Than Effective, Below 70.0= Ineffective.) Inputs may include direct observation, growth and patient volume measures, productivity measures, patient satisfaction scores, UDS metrics, financial metrics, scorecard metrics, employee survey scores, and other operational measures. ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. Key Performance Area I: Marketing and Volume Growth
- Projects a positive image to the communities served by FCCHC;
- Develops an integrated and comprehensive organizational Marketing Plan to achieve corporate objectives related to patient volume; Develops and executes comprehensive marketing plans and programs, both short and long range, to support revenue and volume objectives of the organization; Develops and manages marketing operating budget; Plans and oversees advertising and promotion activities including print, online, electronic media, and direct mail. Serves as liaison with outside agencies on ongoing promotional campaigns;
- Develops and present a monthly report related to implementation of marketing activities, timeline (Gantt Chart), and resultant impact on growth measures;
- Ensures effective control of marketing results, and takes corrective action to guarantee the achievement of marketing objectives within designated budgets. Oversees and evaluates market research and adjusts marketing strategy to meet changing market demographic and competitive conditions;
- Maintain website currency, continuously update information on website, Facebook page; leverage other social media tools (Twitter, etc.);
- Conducts marketing research (surveys and/or focus groups) related to current and new product concepts, and provides feedback for future program development. Guides preparation of timely marketing activity reports and presents to executive management. Accurately assesses and reports monthly the progress towards measurable growth goals and objectives.
- Identify additional specialized third-party resources to help support growth goals and objectives.
Key Performance Area II: Strategic Planning
- Researches, analyzes, and monitors political, competitive, economic, technological, and social-demographic factors to capitalize on market opportunities and minimize effects of competitive activity; regularly reports relevant findings to CEO for utilization in planning activities;
- Gathers and synthesizes primary or secondary source data and convert to easily understood information format (charts, graphs, tables, etc.) for relevant decision-support uses for monthly presentation to leadership and/or board;
- Creates and implements a planning model that supports the organization's mission and values based on an internal and external needs assessment; ensures that required reporting information is readily available;
- Develop goals and objectives for the corporation in conjunction with team leaders that are consistent with the organization strategic plan of FCCHC. Regularly monitor and report progress in meeting objectives and revise strategies and priorities, as necessary, in collaboration with other members of the management team;
- Responsible for performing periodic performance reviews (PPR), Failure Mode Effects Analysis (FMEA), and targeted audits as determined by leadership and performance trends;
- Assists the CEO in defining short and long-term goals and developing strategies that will improve the provision of services and operational efficiency. Collaborates with the Chief Medical Officer, DCO/CCO, and other staff to design and implement improved scheduling protocols, including redesigning workflows and re-aligning staff as necessary;
- Serves as strategic liaison for key organizational initiatives between all departments and patients while setting priorities for strategic work plan implementation;
- Assists Human Resources in the development and dissemination of monthly Employee Newsletter; Development and implementation of community newsletter;
- Maintains open channels of communication with the CEO and in relation to problems/issues in the centers or organizational “red flags” in a timely manner; (below target measures); Proposes and submits written recommended actions to address root causes;
- Helps ensure that organization and departmental goals and initiatives are consistent and in alignment with strategic organizational planning goals and objectives;
- Ensures that assigned measures of strategic goals and objectives are accurately measured and reported in a timely manner;
- Responsible for the tracking and monthly reporting of strategic scorecard metrics to CEO and Board of Directors.
Key Performance Area III: Outreach and Community Relations
- Identifies potential collaborative relationships and/or partnerships which help meet the needs of the organization. Develop assessment, reporting, and presentation tool to report activities and outcomes related to collaborative relationships.
- Assists the CEO in community outreach for FCCHC services and consistently serves as an ambassador for excellence to our internal and external customers;
- Develops and delivers outreach materials and tools (DVDs, brochures, online resources, etc.), for use as an introductory tool, consistent with marketing plan.
- Participates in community functions in order to enhance community awareness/image of services offered by the organization. Identifies and proactively responds to potential substantive relationships, partnerships, and/or networking opportunities; reports activities and outcomes monthly in support of growth objectives.
- Develops referral relationships with other organizations for the purposes of building encounter volume.
Key Performance Area IV: Grant Writing & Program Development
- Proactively identifies and responds to new funding opportunities; reports status to CEO;
- Plans, analyzes and evaluates current or proposed health programs of FCCHC for the purposes of program efficiency; identify areas of under and/or unmet need, and program coordination and to address those areas;
- Assists with grant writing activities and facilitates completion of grants as directed.
- In coordination with the DCO/CCO, ensures quality patient care per county/local, state, federal, and organizational standards and protocols.
Key Performance Area V: Service Excellence/Patient Satisfaction
- Develop and update Service Excellence Scorecard for provider and sties, and report monthly at each site to staff;
- Handles patient grievances ad-hoc (complaints or survey grievances); receives patient satisfaction service recovery and inquiry report and responds with root-cause inquiry and service recovery as needed; reviews and reports patient satisfaction information to staff.
- Communicate timely patient satisfaction results to employees immediately upon receipt; (e.g. Posts patient satisfaction report information to intranet, newsletter, and other media, etc.)
- Rounds patient waiting areas to address concerns and questions of patients; supports the implementation and development of coordinated inter-site efforts to improve service excellence and resultant word-of-mouth encounter volume; Provide weekly report of patient grievances (wait time, cleanliness, staff friendliness, etc.); Report to DCO/CCO;
- Monitor and report on patients who are waiting more than one hour in the waiting or exam areas;
- Report by-site wait time scores as part of monthly performance measures;
- Develop and implement a reward and recognition program/plan (trophy cup, photos, newsletter) to recognize the FCCHC site with the highest overall average satisfaction score each quarter;
- Provides timely encrypted sampling list information bi-weekly (every other Tuesday) to The Crossroads Group (organizational development firm) or CEO designee.
Key Performance Area VI: Special Projects
- Utilizes process improvement methodologies to identify opportunities for change, analyze data using the CQI process, systems and processes for all programs and develop plans for improvements in collaboration with the Chief Executive Officer and Chief Medical Officer;
- Assists with the development and implementation of special projects which support corporate growth objectives (e.g. mobile units, school system collaboration, etc.)
- Supports and helps facilitate the development and implementation of systems, processes, policies and procedures that are consistent with current professional practice standards, regulatory requirements and health care trends. Monitors effectiveness of, and compliance with policies and procedures;
- Administer the Advocacy program to include formal and informal coalitions, task forces, and other groups, and maintains up-to-date and comprehensive database of such involvement and other helpful partner and stakeholder information. Coordinates Advocacy program for community events, and other special events;
- Regularly visits all sites to promote collaboration and communication, assess staff performance, monitor organizational efficiency/effectiveness, and assess compliance with established standards of practice and care; validates performance with hard data and routine “spot checks” in key areas.
- Participates in policy development and implement policies and programs expectations set forth by the CEO and Board of Directors;
- Quarterly Cost-Benefit-Analysis (CBA)/Cost-Effectiveness Analysis (CEA) reporting of program initiatives.
- Performs other necessary duties as required by First Choice Community Health Centers to meet the goal of providing quality primary health care services and all additional related duties and responsibilities, as assigned by the CEO.
COMPETENCIES: The competencies listed below are representative of the knowledge, skills, and/or abilities which must be consistently demonstrated for this job. Each of the following competencies will be evaluated as part of Performance Evaluation according to the following scale: Core Competencies: Director of Strategic Marketing and Corporate Development Performance Evaluation Score (Score Rating Targets: 90.0 or Higher= Exceeds Standard, 80.0 – 89.0 = Meets Standard, 70.0 - 79.0 = Minor Improvement Needed, Below 70.0= Developmental Opportunity)
- Accuracy of Work - Completes all work with high quality and attention to detail. Avoids re-work and/or frequent need for corrections.
- Adaptable to Change - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
- Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
- Analytical Skill – Strong analytical, reporting, and data presentation skill; ability to convert raw data into meaningful strategic information useful to guide senior decision-making.
- Coachability – Responds to coaching feedback in a positive manner; desires to grow in role; follows through on improvement plans resulting in observable and measurable improvement.
- Communication to Person Reporting – Communicates frequently (as-needed) with person reporting to all necessary information, including project status, work-related issues or concerns, as well as concerns, questions, or suggestions. Is accessible and responds quickly to calls and e-mail attempts.
- Communication to Subordinates – Is available and accessible to subordinate employees; keeps subordinates informed as it relates to company information. Able to tactfully assess and address poor performance; quickly identifies issues needing corrective action; reports such actions to CEO.
- Compliance – Consistently complies with all established company standard operating processes and procedures.
- Cost Consciousness - Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources.
- Customer Service –Responds promptly to internal and/or external customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
- Dependability and Follow-through - Follows through on requests and/or instructions (the first time), responds to management direction; Takes responsibility for own actions; Keeps commitments; provides status updates without requests.
- Effectiveness in Role – Ultimately effective in contributing to measurable strategic goals and objectives of the organization.
- Ethical Standards – Understands and models organizational values; Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically.
- Flexibility – Flexible in terms of role and schedule.
- Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
- Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
- Judgment - Displays willingness to make decisions; Models an effective decision-making process; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
- Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.
- Motivation – Puts forth full effort; Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
- Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
- Problem Solving Skills - Identifies and resolves problems in a timely and effective manner; Addresses root-causes of recurrent problems; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics; Seeks help when needed.
- Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments; Maintains a professional appearance.
- Quantity and Productivity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
- Strategic Thinking – Understands mission, strategic goals, objectives, and measures and understands how their area impacts organization; Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses;
- Teamwork with Peers and Other Functions- Balances functional and organizational responsibilities; Contributes to upstream and downstream processes; Works well with peers, superiors, and subordinates.
- Technical Skills – Understands the technical aspects of functional area; Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others; Stays current with industry/technical changes.
- Timeliness of Work Completion – Completes work on-time and on-schedule; prioritizes, provides frequent unsolicited status updates regarding more involved projects.
- Verbal and Presentation Skills – Speaks clearly and effectively; able to effectively prepare for and present to a group.
- Written Communication - Writes clearly and informatively (grammar and spelling); Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information; Able to write in format ideal for grant-writing application.
EDUCATION and/or EXPERIENCE:
Masters Degree in Health Administration, Public Health or Business Administration with at least two (2) years of progressive supervisory/management and marketing experience in a healthcare setting or related experience. Ability to prioritize and effectively execute the goals and initiatives of the organization. Self-motivated, detail oriented and able to both effectively delegate and communicate to employees at all levels of the organization.
CERTIFICATES, LICENSES, REGISTRATIONS:
Four year college degree, preferably with concentration in Health Administration and/or management related specialization.
LANGUAGE SKILLS:
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence.
MATHEMATICAL SKILLS:
Ability to apply basic concepts of mathematics and computations.
REASONING ABILITY:
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
OTHER SKILLS AND ABILITIES:
Use of computer skills to include working knowledge of all software available to employees and the ability to train employees on usage of software. Preferred familiarity with effective use of MS Office, Publisher, Dreamweaver (or other HTML editor program), and Adobe design software. Must be able to use other equipment such as a fax, copier and calculator. Good organizational skills and the ability to perform numerous tasks simultaneously in a fast-paced office environment. Good analytical skills, attention to details, sense of personal responsibility for work performance and a professional attitude. Demonstrated cultural sensitivity and commitment to advocacy for cultural diversity. The ability to adhere to policies and procedures is a must.
PHYSICAL/MENTAL DEMANDS:
The physical/mental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disability to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear, sit, and use hands to handle or feel objects, tools, or controls. The employee is occasionally required to stand, walk, climb, balance on two feet, stoop, kneel, crouch, or reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Mental demands include the ability to learn, adapt to changes, pay close attention to details, exercise discretion and good judgment, develop options and solutions to crisis and problems, gather and analyze facts, courteous and professional behavior, deal with stressful situations and adhere to company policies and procedures.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.