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Healthcare Director/RN

Upstate, NY

Category: Health Care Job Number: 6036 Salary ($): 225,000

Job Description

Patient Care & Service Quality
  • Provide overall leadership and oversight of patient service operations.
  • Ensure patients receive timely, appropriate, and high-quality services.
  • Monitor the patient experience and identify trends, service concerns, and opportunities for improvement.
  • Establish processes to improve patient satisfaction, retention, and continuity of care.
  • Partner with clinical and operational teams to resolve barriers affecting patient care.
  • Ensure appropriate follow-up on changes in patient condition, service needs, and care-related concerns.
Clinical & Regulatory Oversight
  • Ensure patient services are provided in accordance with applicable federal, state, and local regulations and agency policies.
  • Maintain familiarity with applicable DOH, CMS, Medicaid, LHCSA, CHHA, and other regulatory requirements relevant to the organization's services.
  • Monitor compliance with clinical and operational policies and procedures.
  • Participate in regulatory surveys, audits, investigations, and corrective action plans as needed.
  • Ensure required documentation is complete, accurate, timely, and maintained according to agency standards.
  • Identify compliance risks and implement corrective measures.
  • Work closely with Compliance and Coordination teams to monitor findings and sustain improvements.
Leadership & Staff Management
  • Lead, supervise, and develop the Clinical.
  • Establish clear expectations, performance standards, and accountability measures.
  • Conduct regular supervision, coaching, performance reviews, and staff development.
 
  • Identify training needs and ensure staff receive appropriate education and support.
  • Address performance issues promptly and consistently.
  • Develop strong leadership within the department by identifying and developing high-potential employees.
  • Promote a culture of accountability, professionalism, teamwork, and patient-centered service.
Operations & Performance Management
  • Develop and monitor departmental goals and KPIs.
  • Review operational data and identify trends requiring intervention.
  • Ensure workflows are clearly defined, documented, and consistently followed.
  • Ensure the department is prepared to adapt to changes in regulations, systems, and organizational priorities.
Interdepartmental Collaboration
  • Partner closely with Coordination, Intake, HR, Payroll, Authorization, Compliance, IT, and other departments.
  • Participate in leadership meetings and cross-functional initiatives.
  • Work collaboratively to resolve issues that impact patient care or agency operations.
  • Ensure patient-related information is communicated appropriately and timely across departments.
  • Serve as a senior operational resource for staff and other department leaders.
Incident & Complaint Management
  • Oversee the timely review and resolution of patient incidents.
  • Ensure appropriate documentation, investigation, escalation, and follow-up.
  • Identify recurring issues and develop strategies to prevent repeat occurrences.
  • Collaborate with Compliance, Coordination and leadership on serious or reportable incidents.




Quality Improvement & CQI
  • Lead and coordinate the agency's Continuous Quality Improvement (CQI) program as it relates to patient services.
  • Organize and facilitate regular CQI meetings, including preparation of agendas, review of performance data, identification of trends, and development of corrective action plans.
  • Monitor CQI initiatives to ensure action items are assigned, completed, and sustained.
  • Use patient complaints, incidents, survey results, service data, and other quality indicators to identify opportunities for improvement.
  • Partner with Compliance and other department leaders to develop and implement quality improvement initiatives.
  • Maintain appropriate documentation of CQI activities, findings, recommendations, and follow-up.
  • Present relevant CQI findings and recommendations to senior leadership.
  • Oversee the agency's annual patient satisfaction survey process from planning through completion and analysis.
  • Serve as a primary point of responsibility for patient-related Department of Health complaints and required reports.
  • Maintain organized records of complaints, investigations, corrective actions, and regulatory correspondence.
Aide Training & Certification Programs
  • Oversee and manage agency training programs designed to prepare and certify aides in accordance with applicable regulatory and agency requirements.
  • Ensure required aide training is delivered consistently and meets applicable regulatory standards.
  • Coordinate instructors, training sessions, attendance, competency evaluations, and required documentation.
  • Monitor aide completion of required training and certification milestones.
  • Ensure training records are accurate, current, and available for regulatory and internal review.
  • Evaluate training outcomes and identify areas where additional education or remediation is needed.
 
  • Work with leadership and other departments to ensure training programs support agency staffing and operational needs.
  • Develop and implement ongoing education and refresher training as appropriate.
  • Ensure aides who do not meet required training or competency standards are identified and appropriately followed up with before providing services when required.
Regulatory Readiness
  • Serve as primary point of contact for DOH and other governing authorities during surveys, audits and other reviews
  • Maintain ongoing readiness by ensuring patient services documentation, policies, training records, CQI materials, complaint records, and required reports are maintained in an audit-ready manner.
  • Develop and monitor corrective action plans resulting from regulatory findings.
  • Ensure identified deficiencies are addressed within required timeframes and that corrective actions are sustained.
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