COO/Care Delivery Medical Director’s Chief of Staff, 1.0 FTE

WPMG Headquarters, Seattle

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Summary

This position is highly strategic and facilitative and requires a combination of focus and flexibility, as well as taking an active role in managing day-to-day activities of the COO, Medical Director, Care Delivery. This position provides foundational support through a suite of inter-related design, deployment, and measurement/evaluation activities. As the COO/Medical Director’s “right hand person,” the role requires a highly resourceful individual with strong emotional intelligence, self-motivation, and strong analytical skills. This role has responsibilities in four key areas, with the objective of enabling the COO/Medical Director’s highest levels of focus and efficiency: i) support strategic and business planning processes for the care delivery system, ii) organize, track and facilitate the shared work of COO/Medical Director, direct reports and associated medical leader executives , iii) oversight of COO/Medical Director’s communications, and iv) management of various special initiatives, as requested by the COO/Medical Director, that arise in the course of organizational business. Will provide consultation and strategic support to the COO/Medical Director and act as liaison in the resolution of complex and sensitive issues or projects. Proactively represents the leadership's position in meetings and committees. Helps develop project plans, communication plans and scorecards to measure effectiveness of initiatives. Enables effective information flow and helps forge a critical path for work and decisions among the Care delivery medical directors, other WPMG leaders, and KFHPWA Care delivery leaders.

This position must:

• Be an active, engaged, and responsible partner in a variety of relationships that make our Care Delivery System and our Enterprise successful.
• Work with Executive medical leaders to align their actions and communications in support of agreed upon goals. Research, investigate, and synthesize critical information that will help the COO/Medical Director’s priorities and WPMG business initiatives to move forward.
• Represent the COO/Medical Director’s office with diplomacy and tact to a variety of audiences both internal and external.
• Participate as a responsible team member on various leadership teams and stakeholder groups, translating key decisions and work back to specific areas of responsibility.
• Use expert communication skills, including experience producing effective written and verbal communications for executives.
• Listen, understand and appropriately advocate for the key issues of the medical group.
• Work collaboratively across departments and service lines to achieve the unified goals of service excellence, and quality care and affordability.
• Have coaching capabilities and demonstrated experience as an effective team leader.
• Excellent interpersonal skills with the ability to handle confidential information with discretion.
• Have robust project management capabilities.
• Set high standards for themselves and the medical group, both around performance and around leadership style.
• Lead with integrity and respect.
• Encourage, reward and share best practice innovations.

Principal Duties & Responsibilites

Strategic Direction

Support WPMG mission and Care Delivery aspirations to be the best place to give care and receive care. Help the COO/Medical Director maintain momentum on mission-critical projects and stay abreast of critical decisions or deadlines Perform diligence on potential projects and initiatives by understanding Care delivery strengths, capabilities and requirements - and evaluating options to meet key objectives. Apply knowledge of industry trends and best practices to inform organizational goals and initiatives. Represent the COO/Medical Director and WPMG in cross-functional/cross-organizational initiatives, serving as a key conduit for enterprise-level strategic information-sharing. Support the COO/Medical Director in establishing and managing external relationships with other medical groups and industry organizations.

Management and Facilitation

Proactively identify issues that could impact the successful execution of the COO/Medical Director’s commitments; and design/assist with problem-solving actions. Manage special projects/initiatives. Facilitate key meetings and retreats for medical leadership and delivery system/work groups. Work with WPMG strategy leaders on a master planning cycle for organization as it applies to Care Delivery system. Serve as lead for major meeting and conference preparations, activating support resources as needed. Liaison with key teams/partner departments as needed, including Enterprise project management office, creative services, and others. Ensure that decision-making processes are explicit, follow-up actions from meetings clear, and commitments to act completed.

Measurement and Evaluation

Develop tools and processes to ensure alignment, effectiveness, and efficiency across the Care Delivery system in pursuing strategic goals – in collaboration with Care Delivery counterparts in KFHPWA. Prepare materials summarizing relevant information for the COO/Medical Director, including gathering essential project data, operations evaluations, management team assessments, and care delivery performance analysis. Work with the executive medical leadership team to develop dashboards, work plans, and/or other tracking and reporting systems, all of which will communicate the value and impact of care delivery work. Collaborate as needed with key groups to define data and reporting needs for measurement of organization activities, to ensure that outcomes are achieved. Co-design and apply quantitative and qualitative evaluation approaches for organizational initiatives, as well as ad hoc activities.

Consulting and Support

Be a champion for care delivery direction, projects, and initiatives. Help the COO/Medical Director effectively present and advance the care delivery vision and direction in a variety of internal and external forums. Serve as a key advisor in the partnership relationship with counterparts care delivery and KFHPWA. Provide key, consultative advice; framing and guiding critical improvement initiatives in the Care Delivery system. Support COO/Medical Director and other medical leaders in managing to key outcomes. Develop a deep understanding of critical path issues and help focus and drive performance results.

Washington Permanente Medical Group is dedicated to providing comprehensive, innovative and patient-centered care to communities throughout Washington. This commitment to quality has led to high patient satisfaction scores; in fact, we were recently ranked in the top four nationally for patient satisfaction. Learn more about our philosophy.

Qualifications

Required:

Bachelor’s Degree in business, health administration, public administration or other applicable field.

Preferred:

MBA, MHA, or MPH

Experience

Required:

Minimum of 5 years of management experience required, preferably in a highly complex, matrixed organization such as an academic medical center, medical school teaching hospital or research university.

• Exceptional interpersonal skills and strong managerial ability. Ability to interact and influence at the most senior levels of an organization and to work collaboratively across functions, levels and departments toward shared objectives.
• Excellent writing and communication skills.
• Ability to research a diverse array of health related topics and distill the key messages in preparation for presentations.
• Ability to work cooperatively and strategically in a team environment with all levels of professional, technical and administrative staff and to integrate resources on a timely and organized basis.
• Sound management skills, ability to think strategically while balancing several complex agendas.
• Established skills in planning and managing multiple, diverse and/or an equivalent combination of relevant education and/or experience.

Preferred:

Ten or more years relevant functional experience with some operational experience and experience leading cross-functional teams and working with Executives.

Knowledge & Skills

Knowledge:

Areas of specialty or expertise (e.g., intermediate knowledge of research methodology and data collection modalities)

Skills:

Abilities needed to execute job duties (e.g., advanced writing and documentation skills).

Strategic planning, project management, conflict resolution team dynamics and leadership facilitation:

Demonstrated leadership experience in strategic planning, project management, problem-solving, and conflict resolution. Ability to communicate effectively within a large, complex, diverse organization, and to its customers. Documented record as an effective team player who achieves goals while helping others accomplish organization goals. Extraordinary focus on customers.

Continuous Improvement:

• Maintains and fosters skills necessary to perform job functions over time
• Continually looks for ways to improve processes, fosters innovation and learning
• Looks for and implements Lean practices related to current job functions
• Encourages innovation, respectfully listens to and acknowledges ideas of others

Accountability:

• Is on time and keeps commitments.
• Consistently manages assigned workload. Manages priorities effectively. Uses time efficiently.
• Engages fully in work, takes immediate and independent action when needed.
• Acknowledges mistakes and seeks help when needed.
• Sets own priorities, regularly completing work on schedule.
• Anticipates problems, proactively addresses issues.
• Focuses on solutions rather than problems.

Relationships:

• Builds productive rapport with employees at all levels within and outside the department.
• Treats others with fairness, dignity, and respect.
• Accepts suggestions and criticism in a cooperative and positive manner.
• Works collaboratively with team members and others to achieve identified goals and objectives.
• Establishes and maintains good working relationships with both external and internal customer.
• Interacts with others in a helpful and informative manner.
• Capable of resolving conflict.

Expertise:

• Knows the priorities of the department.
• Demonstrates proficiency in the duties and responsibilities of the job.
• Shares expertise with others.
• Reviews facts and data, using sound judgment, to arrive at the most effective solution.
• Continually looks for ways to improve processes, fosters innovation and learn

Service Excellence:

• Understands and responds promptly and courteously to customer needs and expectations.
• Follows through to see if customer needs were met and keeps them informed of status.
• Timely when responding to voicemail, e-mail and interoffice communications.
• Expresses ideas clearly and accurately both orally and in writing.
• Encourages, respectfully listens to and acknowledges diverse points of view.
• Treats all customers with courtesy and respect.
• We are professionals serving professionals.

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Apply Now

You must complete a Self-Identification Survey before submitting your CV. Upon completion, you will be redirected to a form for submitting your CV.

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Additional Information

To learn more about this position, please contact Alan Munro at 206.448.5970 or [email protected].

Washington Permanente Medical Group is an Equal Opportunity Employer committed to a diverse and inclusive workforce.