Medical Director & Service Line Lead, Urgent Care - Santa Barbara, CA

Opportunity Information The Urgent Care Medical Director and Service Line Lead will supervise urgent care clinician colleagues, collaborate with the Sutter Health dyad partner and operations team members, and ensure the delivery of high-quality care while fostering a coordinated and high functioning urgent care team.

Approximately 50% of the time will be dedicated to administrative responsibilities as the UC Department Head and Service Line Lead; clinical urgent care work will comprise the remaining time. The UC Department Head and Service Line Lead will lead several initiatives, serve as an ambassador of urgent care, work with staff and clinicians on shared objectives for the success of urgent care, and align with the Sutter Health system’s expectations for urgent care performance (e.g., patient volume, staffing ratios, patient wait time, patient experience results, outcome metrics, etc.).

Operational Objectives

• Protocol development and implementation with staff and clinicians, for example:
  • Appropriate use of point of care tests, diagnostic imaging, IV and prolonged care, etc.
  • Urgent care specific workups and workflows to align with the expectations of the Sutter Health system
• Medication and supply issues:
  • DME process
  • PO medications
  • IM/IV medications
  • Security/policy regarding medications
• Quality of care and value based care:
  • Antibiotic usage
  • Communication between ID and UC teams
  • Narcotics and frequent fliers
  • Communication with PCPs, neuro, pain management
  • ER referrals and appropriateness of specialty referrals and advanced imaging
  • Communicate with departments regarding who we refer out of UC and who should be referred to UC
  • Protocol development for advanced imaging studies in UC
  • Protocol development for appropriate use of IV’s and prolonged visits versus when to send to the ED
  • Patient complaints
  • Development of M&M meetings for UC providers (discuss interesting, relevant and/or concerning cases from UC with the intent of clinical quality and process improvement)
  • Continuing education specific conferences for UC (networking with various specialists to provide talks on relevant UC topics)
• Workflow: enhancing efficiency and decreasing patient waits:
  • Use of rooms and staffing
  • PSR and nursing workflows to improve efficiency
  • Provider workflows and volume expectations for clinicians (physicians and APCs)
  • Space allocation
• Communication with other departments and with hospitals as needed to solve operational issues

Administrative Objectives

• In the short term—working with the UC dyad partners and Sutter Health service line leaders to enhance clinician and staffing operational efficiency, improved financial performance, while ensuring the delivery of high-quality patient care
• Personnel:
  • Interview new clinician candidates
  • Orient new candidates to the department
  • Mediate interpersonal conflicts between providers
  • Mediate conflicts between providers and nursing or PSR staff in concert with Dyad partner
  • Mediate with unsatisfied/upset/hostile patients
  • Struggling physicians and advanced practice providers
  • Forging relationship with dyad and other operational partners to develop a team-based approach to operational and administrative issues that impact patients, staff and providers
• Department meetings and service line meetings—at least monthly:
  • Monthly all hands on deck meetings—may need to have two each month to ensure all can attend
  • Guest specialists to teach (e.g., continuing education, M&M, etc.)
• Data—work with Dyad partners on:
  • Aggregate and analyze data on patient volumes and acuity
  • Review Press Ganey UC data and work with clinicians and dyad partner on areas for improvement
  • Arrange staffing, supplies, etc. to account for wait times
  • Work with coding and compliance teams to ensure documentation and coding integrity

Additional Objectives

Achieve annual metrics and improvements as communicated by Sutter Health System for urgent care operations (e.g., volume, staffing, patient experience).

Functions and Responsibilities

• Implement and maintain clinician specific monthly meetings (M&M, educational, operational, etc.). These meetings will be in addition to the all hands—on—deck meetings with Foundation staff.
• Develop and/or enhance current clinical protocols and develop a process for monitoring adherence.
• Work collaboratively with the provider who is designated to make the UC provider schedule.
• Serve as liaison for physicians and department staff to support patient management.
• Address and mediate intra-office issues.
• Display a caring and responsive attitude and conduct all activities respecting patient, family, and employee rights and expectations.
• Demonstrate sound cost containment techniques.
• Adhere to established safety requirements and procedures to ensure a safe working environment.
• Adhere to all policies and procedures.
• Adhere to HIPAA regulations.
• Participate in department quality improvement, clinic safety, infection control, and hazardous materials programs/activities.
• Participate in professional development activities and maintain professional affiliations.
• Attend required meetings and participate in committees as requested.
• Exercise discretion and maintain high level of confidentiality.

Knowledge, Abilities, and Skills

• Ability to think analytically and strategically to formulate, develop, and execute clinical plans.
• Strong leadership skills with an ability to set vision, lead change, and mentor others.
• Ability to work effectively in a multidisciplinary team to cultivate an inclusive environment of respectful, open, and honest dialogue and to foster a robust sharing of ideas and creative problem solving.
• Excellent written and oral communication skills.
• Well-developed sense of integrity, strong work ethic, scrupulous attention to detail, clear ability to establish and maintain timelines, and persistent commitment to ensuring a high level of quality.
• General: Knowledge of clinical practices and medical terminology; knowledge of common safety hazards and precautions; ability to communicate well with patients, families, co‑workers, physicians, other members of the healthcare team; ability to adapt to varied, age‑specific and/or specialized groups; ability to understand use, function, interpret, document, and keep records; skill in identifying problems and recommending solutions; skill in establishing and maintaining effective working relationships with co‑workers, management, patients, medical staff, and the public; skill in accepting constructive criticism and giving suggestions in a professional manner.

Physical Requirements

Ability to stand, walk, stoop, kneel, crouch and/or crawl; ability to reach, grasp, use fine finger movement and feel fine sensation to discern temperature, texture, size and shape; good visual acuity, hand‑eye coordination, accurate color vision; ability to speak and hear; requires regular use of personal protective equipment.

Environmental Conditions

Patient care environment with potential exposure to unpleasant odors, communicable diseases, medicinal preparations, potential exposure to toxic and hazardous drugs, electrical hazards and other conditions common to a clinic environment; climate controlled, indoor environment; occasional exposure to outdoor climate; work may be stressful at times.

Machines / Equipment Used

Clinical and office equipment.

Qualifications

• MD or equivalent.
• Three (3) to five (5) years of ED or urgent care clinical experience and prior leadership and administrative experience preferred.

Join Us and Enjoy

• Retirement: 401K & profit sharing.
• Free medical/dental/vision.
• Malpractice insurance.

Equal Opportunity Statement

It is the policy of Sutter Health and its partners to provide equal employment for all qualified individuals; to prohibit discrimination in employment because of basis of race, color, creed, religion, marital status, sexual orientation, registered domestic partner status, sex, gender, gender identity or expression, ancestry, national origin (including possession of a driver’s license issued to individuals who did not present proof of authorized presence in the U.S.), age, medical condition, physical or mental disability, military or protected veteran status, political affiliation, pregnancy or perceived pregnancy, childbirth, breastfeeding or related medical condition, genetic information or any other characteristic made unlawful by local, state or federal law, ordinance or regulation. We promote the full realization of equal employment opportunities through a positive continuing program within each medical group, company, hospital, department, and service area. Equal employment opportunities apply to every aspect of Sutter's employment policies and practices.

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