ED, Service Line Care Delivery

The Executive Director reports up to the Vice President of Ambulatory Operations (VPAO) and collaborates with the Senior Medical Director (SMD) dyad partner, who sets the clinical vision for the service line and care delivery team.  The Executive Director will partner with the SMD to provide strategic and administrative leadership for physicians, directors, managers, and staff delivering health care services within their defined service line and integrating and implementing appropriate standards of care and service delivery models. The Executive Director’s primary accountability is the implementation of Kaiser Permanente strategies, including promotion of clinical integration model, for assigned service line, with the result being improved financial, growth and quality performance. Foster a culture of exceptional commitment to cost effective member care, customer service and satisfaction, team development and cooperation, professionalism, innovation, personal responsibility and accountability, financial performance, and ethical and compliant behavior. Manage performance and deliver on the annual goals by establishing clear objectives, effective communication, aligning resources with priorities, implementing appropriate performance measures and metrics, and making informed decisions. Maintain full responsibility of the overall function of the financial service areas and cost centers, adhering to financial and accounting procedures and manage expenditures is a fiscally responsible manner. Partner with leaders across the enterprise to develop and implement a market-specific strategic plan, resulting in improved performance and promoting the value we deliver. Build on a foundation of health information technology and data to drive achievement of clinical and financial targets. Represent Kaiser Permanente in the local community and foster positive and creative relationships with potential partners who want to share accountability and drive for results that serve our members, move our business forward and advance our brand and reputation.

• Strategic Direction


• Lead the development and execution of service line strategies and workplans in accordance with the organizational vision, mission, and operating plan


• Lead the development, delivery, and management of designated services and models to achieve breakthrough performance, including ongoing improvement and transformative models across the service line


• Provide executive level leadership, strategic direction, and recommendations over areas of accountability


• Stay abreast of current health care and public policy trends


• Assures compliance with administrative, legal, and regulatory requirements of the Health Plan Contract and government/ accrediting agencies


• Manage strategies directed toward reducing medical expenses trends and other organizational goals


• Represent Kaiser Permanente, with an emphasis on integrated delivery system to local community


• Business Development


• Partner with Senior Medical Director and other physician leaders to develop market strategies and growth partnerships with Sales and Broker groups


• Collaborate with product design teams for the creation of new insurance products


• Participate in the expansion of network providers and contracts across the region, including participating in workgroups to explore new opportunities, joint ventures, and other innovations with groups that support the region’s strategic plan and growth opportunities


• Identify and evaluate opportunities to grow enrollment, improve cost, quality, access, and service performance in the assigned market.  Develop and maintain relationships with provider groups, hospitals, purchasers and key policymakers in the local market


• Operations Management & Performance Improvement


• Lead complex change management and improvement efforts associated with access, service, clinical quality and safety, staff engagement, practice efficiency and affordability goals.  Develop and engage in initiatives that promote organizational alignment and improve organizational performance


• Directly and through subordinates, plan, organize, direct, and control the operation of assigned areas (e.g., general administrative, patient care, professional services and/or a combination of these and other services)


• Develop and engage in regional and service line initiatives that promote organizational alignment and improve organizational performance


• Define, report and optimize key performance indicators (KPIs) for the service line used to monitor results and predict trends. Set market-leading targets for access, service and clinical quality. Monitor performance and initiate improvements to achieve or exceed targets


• Establish service line program standards including staffing models, standard work, metrics, dashboards, and training development


• Set standards of workload, scope of practice & productivity across the service line and departments


• Lead the creation and implementation of the department budget and resource plan, including developing, monitoring, and controlling payroll, non-payroll, and capital budgets and expenditures for the service line


• Oversee creation and adherence to overall service and quality plan


• Inform the service line equipment and capital program


• Contribute to policy development


• Operational Excellence


• Assists VPAO in providing strategic leadership to management to ensure equitable distribution of resources and delivery of high quality, cost-effective health care and efficient management of staff in accordance with goals, objectives, policies, and applicable regulatory agency rules and regulations


• Develop, oversee, and be accountable for management of services that optimize system, operations, and facility resources; Assure cost effective operations through productivity improvement tools in addition to methods that ensure appropriate utilization of all products and services


• Facilitate rapid development and adoption of best practices to optimize and standardize services from quality, safety, cost, and operational perspectives


• Develop interdepartmental SLAs and care coordination processes within and across service lines


• Staff Management & Engagement


• Direct oversight of sub-specialty leaders and programs


• Responsible for all aspects of total performance of staff to include talent acquisition, employee training and development, performance assessments for assigned staff, disciplinary actions up to and including terminations


• Mentor and develop operational managers and medical leaders


• Establish and maintain strategic partnerships with labor leaders; Serve as a point of contact for all service line grievances and arbitrations


• Meet with leadership team on an individual basis regarding individual performance, including performing senior leader rounding activities on–site where applicable services are being delivered


• Ensure highly competent staff and managers utilizing performance management, assessment, and training


• Establish an environment that supports caregivers and enhances growth, open communication, and job satisfaction; Reinforce a leadership culture and values that support achievement of Kaiser Permanente’s mission and vision


• Develops and nurtures management structures, systems and processes which enable highly functional managers and teams to engage staff in achieving Kaiser Permanente’s goals


• Leadership, Partnership, & Communication


• Work effectively with physician dyad partner(s)


• Embody and emanate desired culture behaviors congruent with the KP Medical Foundation and Enterprise mission, vision, and goals


• Lead by example through integrity, transparency, commitment to unparalleled levels of service, and dedication to active culture change


• Provide leadership and guidance in stewarding the organization through inevitable change which integrates different points of view and builds ownership


• Promote open, effective, and ongoing communication and the sharing of information among KP employees, physician leadership and medical staff


• Engage directly with patients/customers when needed especially related to service recovery activities and recommendations from patient advisory group(s)


• Other


• Participates in community relations activities to enhance the image and reputation of the organization in local customer service areas. Represents the organization in activities involving leaders in business, government, labor, the community at large, Health Plan Members and health care providers in the area.


• Other duties as assigned.