Dir-Clinical Operations

Better at Work. Better at Life.

When you work at St. Jude, you’ll join a highly collaborative work culture that inspires you every day to be your best.  With opportunities for learning and growth, you can shape a career path that is right for you while also enjoying all the benefits and stability of working for a world-class institution. This includes work-life balance with generous paid time-off and on-campus conveniences that make life a little easier. Join us and you’ll quickly see why St. Jude is consistently ranked by our employees on Glassdoor as a “Best Place to Work.”   
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Serves as the key administrative contact for multiple assigned departments, with responsibilities for the oversight of all administrative and business activities. In collaboration with psychosocial leaders, plans and oversees all operational and clinical activities of assigned departments. Prepares and monitors operating and capital budgets. Coordinates activities that expedite patient flow. Ensures compliance with regulatory requirements. Collaborates with psychosocial leadership to administer the financial and budgetary processes of the assigned departments. Collects, summarizes and analyzes information while maintaining strict confidentiality. Prepares reports and statistics for use by leadership. Leads assigned departments in various projects, including team development, monitoring, guidance, work process analysis and improvement, data analysis and creative problem solving, and facilitation of various initiatives consistent with the broader goals and objectives of the institution's strategic plan. Provides oversight and implementation of the departmental strategic plan.

Job Responsibilities:

- Lead and manage a large/ critical complex hospital/ clinical operations area/ team.
- Contribute to the overall hospital/ clinical operations strategy and roadmap, and drive implementation in line with institutional objectives.
- Drive resource planning and process development in line with strategic priorities and support the hospital/ clinical operations leadership teams.
- Establish and maintain relationships with stakeholders at multiple levels in the organization to drive results.
- Influence external stakeholders strategically through proactive engagement.
- Actively drive processes for team management in terms of goal setting, performance, development, and engagement.
- Accountable for budget management for own area.
- Perform other duties as assigned to meet the goals and objectives of the department and institution.
- Maintain Regular and predictable attendance.
- Consistently meet job expectations, adhere to policies, and deliver quality work while applying. St. Jude values and principles. Managers evaluate employee performance throughout the year—specifically through the spring and fall Check In milestones and the Annual Performance Review. All employees are encouraged to actively participate in these performance management processes.

Minimum Education and/or Training:

- Bachelor’s degree in related field required
- Master’s in Business Administrator or related field preferred

Minimum Experience:

- 10+ years of progressive experience in a related area with experience managing or leading mid-large teams with focus on both achievement of objectives as well as critical skill-building.
- Experience working with hospital/ clinical operations systems/processes and their maintenance/ implementation, as applicable to own area.
- Significant experience working with relevant regulations and guidelines, and driving institutional compliance.
- Experience having led large-scale projects/ processes/ workflows from design through to implementation.
- Experience with operational mgmt., & stakeholder and resource management.
- Prior experience in building external connections with peers, emerging technology communities, and expert networks.
- Proven performance in earlier role.

Licensure, Registration and/or Certification Required by Law:

- None

Licensure, Registration and/or Certification Required by SJCRH Only:

- None

Special Skills, Knowledge and Abilities:

- Ability to think critically, draw insights and connect the dots. Openness to change and adapting to changing times with resilience and flexibility.
- Leverages advanced knowledge/ skills within area to identify and implement new/improved processes/approaches
- Shows strong skills in thinking critically with a systemic view. Shows expertise in taking a structured approach to analyze and resolve issues. Able to distinguish between different sets of issues, set priorities, and make decisions.
- Skills in communicating complex ideas effectively to diverse audiences and influence others to see different points of view.
- Considered an organizational expert in the area; envisions and defines breakthrough solutions/ processes based on deep expertise
- Builds internal connections and external partnerships across executive/leadership levels. Strategically understands stakeholder needs and manages expectations and relationships on a regular basis. Can handle highly sensitive or tough situations with social and emotional grace and maturity.
- Focus on setting high targets, following through with actions, and achieving results. Ability to anticipate roadblocks and circumvent challenges.
- Models resourcefulness by reaching out to people within and outside functional groups to get work done effectively. Keeps large teams/ departments energized and focused on high-quality results by leveraging data/ analytics-based approaches. Builds systems, processes, and capabilities that can set and deliver a high-performance culture.
- Ability to translate strategic goals and objectives into actionable tasks, manage budgets, costs, efficiencies and communications for optimal results.
- Consistently improves methods and tools for optimal identification, request, and distribution of necessary resources (people & technology) across teams. Tracks and reports budgets and proposes actions to address deviations. Proactively finds alternative sources or technologies that realize savings.
- Skills in understanding, prioritizing and addressing needs of patients, families, and institutional teams with a focus on efficient, responsive and high-quality outcomes. Ability to engage effectively, solve problems and remain calm under pressure to improve the overall patient experience.
- Defines and drives critical metrics to ensure strong customer service orientation within team. Preempts escalations by analyzing underlying issues for recurring customer issues and identifying systemic solutions. Seeks out best in class practices in customer service and implements process enhancements to continuously improve the overall experience of patients, families, and institutional stakeholders.
- Skills in managing people, establishing goals and objectives, giving feedback and having frequent career conversations.
- Drives and monitors clear goal setting, accountability, and feedback for the department (and matrixed teams). Manages ER issues as they arise. Guides performance of direct reports (or indirect if managing people indirectly) through coaching and development. Consistently evaluates and addresses the team’s overarching development needs in line with the talent strategy.
- Broad knowledge of multiple patient support areas, clinical workflows and processes and a strong ability to apply those in solving institutional/functional needs.
- Strong breadth of expertise across multiple sub-functional areas within clinical operations/ patient support, and some across functional areas at St Jude. Proactively tracks best practices and approaches related to clinical operations and patient support practices.

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Compensation
In recognition of certain U.S. state and municipal pay transparency laws, St. Jude is including a reasonable estimate of the compensation range for this role. This is an estimate offered in good faith and a specific salary offer takes into account factors that are considered in making compensation decisions including but not limited to skill sets, experience and training, licensure and certifications, and other business and organizational needs. It is not typical for an individual to be hired at or near the top of the salary range and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current salary range is $114,400 - $216,320 per year for the role of Dir-Clinical Operations.

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St. Jude is an Equal Opportunity Employer

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