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Category: Management/Professional
Facility: IHA Administration
Department: Administration
Schedule: Full Time
Hours: 40
Job Details:



Ensures consistent, efficient, cost effective and high quality services across all practices within their respective division.  In conjunction with other division leadership, identifies and develops cross divisional systems that improve cross divisional referrals and coordination of care through principled referral processes, effective communication, expanded patient access and collaborative innovation.  Director provides direct support for respective dyad leadership.


Leadership Responsibilities – In partnership with respective dyad partner(s) and IHA leadership, sets vision for operations, prepare strategic plan and sets annual goals and objectives within assigned division(s) to align with IHA's priorities.

1.      Guides practice leadership in the development, implementation, and management of work plans for growth, new services and enhanced profitability; ensures alignment with division strategic plan, annual goals and objectives.

2.      Measures progress of practice leadership in achieving annual goals and objectives; evaluates performance against goals and objectives; identifies and communicates successful attainment of goals and objectives as well as opportunities for improvement.

3.      Assures that the highest quality of care is delivered by each practice within the assigned division:

a.      Reviews patient care quality data and peer review data and guides office leadership in the development of action plans as necessary.

b.      Reviews practice risk assessment with practice leadership on a regular basis.

4.      Researches, evaluates and recommends best practices for work flows, clinical systems and staffing models; provides metrics on key quality indicators to support best practice recommendations; evaluates success of implementation of best practice against provider, patient and staff satisfaction measurements.

5.      Reviews patient satisfaction survey findings and provides leadership in the development and implementation of improvement plans; supports the divisional goal of achieving continual and sustained improvement in patient satisfaction levels by providing guidance and support for practice leadership teams.

6.      Supports effective internal practice operations through the development, updating and communication of divisional office policies, protocols, and procedures; Develops benchmarks, tracks and reports progress, researches process improvements/efficiencies, recommends and implements changes in collaboration with dyad partner and divisional leadership.

7.      Actively involved with and supportive of Quality and Performance Improvement within division sites; ensures that all established protocols are followed by relevant staff through regular conversation with office leadership.

8.      Serves as an advocate for the assigned division and respective sites when participating in IHA wide discussions regarding organizational issues, policy, strategy and/or problem resolution.

Management Responsibilities – Provides guidance, leadership and oversight for assigned practice or other administrative staff, to include hiring, training, supervising, evaluating, disciplining and terminating.  Actively participates in the recruitment and retention of providers within the assigned division(s).


1.      Creates a positive and productive work environment to attract and retain leadership, providers, staff and patients.

2.      Supports office leadership with the identification of current and future state provider recruitment needs; actively supports the recruitment process through interviews, office and market area tours; Partners with Provider Relations to ensure an effective on-boarding process; Supports the development and implementation of an effective orientation plan for new providers in conjunction with office leadership.

3.      Works closely office leadership to ensure that IHA employees are of the appropriate number and mix of competencies, skill levels, educational and experiential backgrounds, and other qualifications which support a high quality of patient care.

4.      Promotes educational opportunities for practice and provider leadership; supports the development of future IHA leadership within the division through identification of mentors or other relevant training/support.

5.      Supports practice leadership with day-to-day operations of the practice as necessary; serves as interim Practice Manager during leadership transitions or time away from office.

6.      Reviews annual staff and provider satisfaction reports with office leadership; supports the development and implementation of ongoing improvement efforts; monitors progress against improvement efforts.

7.      Contributes to the evaluation and improvement plans for Site Medical Directors, Physicians/APNs, staff or others as required.

Compliance Responsibilities - Assures the division and each practice site is compliant with federal, state and safety regulations.


1.      Supports the practice leadership by ensuring that each practice maintains a physician documentation and coding audit program; assures that leadership within each site develops relevant plans to address any quality or patient safety issues.

2.      Supports practice leadership to establish and monitor appropriate safety and security criteria.

Communication Responsibilities – Works respectfully and cooperatively with IHA senior leadership, providers, management, staff, patients, and vendors; directly supports with escalated patient issues as needed.

1.      Ensures that divisional meetings (Practice Manager, Operating Teams, etc.) are effectively planned with dyad partner(s) and other relevant leadership, develops agendas and ensures the preparation of packets to support a productive meeting; Partners to lead each meeting through relevant agenda items, review information, establish follow up items and responsibilities for each; Ensures meeting minutes are completed and forwarded to participants in a timely manner.

2.      Actively participates in regular office provider and/or staff meetings to support practice leadership in gathering feedback, ensuring appropriate patient access and ongoing development of teamwork; has overall responsibility to assure that all office leadership, providers and staff have support and accurate information about IHA activities and goals.

3.      Meets regularly with Practice Manager and SMD to review progress and problems in the practice.

4.      Serves as a liaison for the division by participating in relevant IHA committees, tasks forces or other leadership meetings as necessary.

Fiscal Responsibilities - Accountable, along with dyad partner, for the financial performance of the division.

1.      Reviews and approves annual practice budgets; Reviews practice financial data and develops meaningful tools to assist office leadership in the understanding of how the practice is performing.

2.      Provides monthly and quarterly oversight of, and reporting on, divisional practice metrics and financials; engages with practice leadership to identify areas of financial performance where improvement is required, develops goals and supports the communication of those goals to provider leadership within the relevant site.  Measures improvement through regular review of metrics and financials and communication of progress to site leadership

3.      Works with office leadership to review, develop and implement cost effective staffing models and office operations.

Other Responsibilities –

1.      Participate in new business development as appropriate for the division.

2.      Performs other duties as assigned.


1.      Creates a positive, professional, service-oriented work environment for staff, patients and family members by supporting the IHA CARES mission and core values statement.

2.      Must be able to work effectively as a member of the IHA divisional, leadership and other relevant team.

3.      Successfully completes IHA's "The Customer" training and adheres to IHA's standard of promptly providing a high level of service and respect to internal or external customers.

4.      Maintains knowledge of and complies with IHA standards, policies and procedures, including IHA's Employee Handbook.

5.      Maintains complete knowledge of office services and in the use of all relevant office equipment, computer, and manual systems.

6.      Maintains strict patient and employee confidentiality in compliance with IHA and HIPAA guidelines.

7.      Serves as a role model, by demonstrating exceptional ability and willingness to take on new and additional responsibilities.  Embraces new ideas and respect cultural differences.

8.      Uses resources efficiently.

9.      If applicable, responsible for ongoing professional development – maintains appropriate licensure/certification and continuing education credentials, participates in available learning opportunities.


Performance that meets or exceeds IHA CARES Values expectation as outlined in IHA Performance Review document, relative to position.


EDUCATION: Bachelor's degree is required; MBA or MHA is preferred in combination with relevant work experience.


MINIMUM EXPERIENCE:  Prior work at an Associate Director level or relevant senior leadership experience within a medical office environment, a minimum of 7 years in combination with meeting education requirements.  Four years of experience directly supervising leadership staff is required.



1.      Considerable knowledge of health care functions, including clinical functions, medical billing and coding procedures, reimbursement practices and quality improvement initiatives.

2.      Knowledge of the legal and compliance aspects of health information systems and best practices in medical office operations; Knowledgeable in Meaningful Use criteria, PCMH, PCMH-N, EPM and HER.

3.      Proficient in operating a standard desktop and Windows-based computer system, including but not limited to, EMR software, Microsoft Word and Excel, intranet and computer navigation.  Ability to use other software as required while performing the essential functions of the job.

4.      Excellent communication skills in both written and verbal forms, including proper phone etiquette.  Ability to speak before groups of people and resolve conflict in situations where the audience may be less than receptive.

5.      Ability to work collaboratively in a team-oriented environment; courteous and friendly demeanor.

6.      Ability to work effectively with various levels of organizational members and diverse populations including IHA staff, provides, patients, family members, insurance carriers, vendors and the general public.

7.      Ability to cross-train in other areas of practice in order to achieve smooth flow of all operations.

8.      Good organizational and time management skills to effectively juggle multiple priorities, time constraints and large volumes of work.

9.      Ability to exercise sound judgment and problem-solving skills.

10.   Ability to coordinate, direct and supervise the work of others.

11.   Ability to analyze and interpret data for appropriate and effective response.

12.   Ability to handle IHA staff and organizational information in a confidential manner.

13.   Successful completion of IHA competency-based program within introductory and training period.




1.      Physical activity that often requires keyboarding, filing and phone work.

2.      Physical activity that often requires extensive time working on a computer.

3.      Physical activity that sometimes requires walking, standing, bending, stooping, reaching, and/or twisting.       

4.      Physical activity that sometimes requires lifting, pushing and/or pulling under 30 lbs.

5.      Specific vision abilities required include close vision, depth perception, peripheral vision and the ability to adjust and focus. 

6.      Manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment.

7.      Requires the ability to drive to other office sites.

8.      Must hear and speak well enough to conduct business over the telephone or face to face for long periods of time in English.

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