Chief Customer Officer Jobs

Rewarding career. Competitive salary. Outstanding benefits.

The Chief Operating Officer (COO) is responsible for planning, organizing and directing hospital operations provided within the service lines listed below. The COO is a critical member of the Executive Team and provides crucial input into development and achievement of strategic goals and objectives.

OVERSIGHT

Service Line(s)

• PRIMARY CARE - COLFAX
• PRIMARY CARE - GARFIELD
• PRIMARY CARE - ST JOHN
• PRIMARY CARE – TEKOA
• SPECIALTY CLINIC
• GIGS CLINIC
• IMAGING SERVICES
• LABORATORY
• THERAPY SERVICES
• OCCUPATIONAL THERAPY

Positions

• Senior Directory of Primary and Specialty Clinics
• Manager of Gastrointestinal and General Surgery Clinics
• Director of Imaging Services
• Director of Laboratory
Senior Manager of Therapy Services

STANDARD EXPECTATIONS

• Creates a Positive Working Environment
  • Builds and maintains a positive atmosphere in line with organization mission, vision, values and standards of behavior.
  • Models organizational values and standards of behavior.
  • Accepts new responsibilities and challenges with a positive attitude.
  • Facilitates the resolution of difficult interpersonal situations.
  • Holds staff accountable to organizational policy.
  • Partners with other leaders to improve inter-department processes.
  • Supports and maintains a culture of safety and quality.
  • Leads and/or participates in committees as assigned.
• Communicates Effectively
  • Builds relationships and works collaboratively with other leaders, staff, providers and commissioners.
  • Provides timely operational updates to CEO.
  • Conducts routine meetings with direct reports and encourages an exchange of information.
  • Responds to communications in a timely manner.
  • Consistently rounds in hospital and clinics to develop and foster relationships.
  • Presents ideas, concepts and facts through formal reports and/or presentations in a logical, clear manner.
• Operates Efficiently and Effectively
  • Monitors division budget.
  • Manages direct reports including hiring, scheduling, performance evaluation and following the disciplinary process.
  • Develops procedures and competencies for direct reports and ensures they are properly trained and educated.
  • Regularly participates in making critical organization policy and resource allocation decisions by providing constructive input.
  • Negotiates key contracts to assure provision of services.
  • Holds division leaders accountable for department productivity.
  • Challenges and supports division leaders to improve processes and operational results.
  • Procures or requests necessary resources to efficiently provide services.
  • Mentors, guides and supports the growth of division leaders.
  • Develops and implements major cost reduction efforts when needed.
  • Serves as an on-call administrator as assigned.
  • Ensures compliance with applicable federal, state, and local regulations.
  • Performs other duties as assigned.
• Applies Critical and Strategic Principles
  • Assists in developing strategic objectives to help achieve organization's vision.
  • Assists in developing and implementing major cost reduction efforts when needed.
  • Critically analyzes perspectives, alternatives and potential impact when solving complex strategic and operational issues.
  • Assists in negotiating contracts to assure provision of services.
  Develops strategic objectives to help achieve organization's vision.
  

DUTIES & RESPONSIBILITIES

COO-specific accountability

• Uses defined dashboards and agreed performance targets to monitor access, quality, workforce, patient experience and financial/operational results.
• Exercises authority within the CEO-approved organizational structure and delegated budget/contract authority; escalates material safety, compliance, financial and operational risks.

Hospital Operations & Executive Leadership

• Provides executive oversight of daily hospital operations, including inpatient, emergency, outpatient and designated clinical and nonclinical departments.
• Coordinates departments to support patient flow, access to care, resource utilization and continuity of services.
• Establishes operational goals, standards and accountability measures; leads process improvement and implementation of approved policies and procedures.
• Supports the CEO and governing board in strategic planning and execution of approved initiatives.

Primary Care & Specialty Clinics

• Oversees clinic operations, scheduling, staffing, access, productivity, utilization and service delivery for primary care and specialty clinics.
• Partners with providers and clinical leaders to improve appointment availability, continuity of care, referrals, care transitions and patient follow-up.
• Evaluates community needs, referral patterns and service gaps to assess specialty program development and sustainable delivery models.
• Supports provider recruitment, onboarding, retention and performance management with appropriate leaders.

Ancillary & Diagnostic Services

• Provides operational oversight of assigned laboratory, imaging, rehabilitation/therapy, pharmacy, respiratory therapy, diagnostic testing and other designated support services.
• Ensures services are staffed and equipped appropriately; monitors turnaround times, utilization, productivity, quality and financial performance.
• Supports equipment planning, technology upgrades, capital requests and service expansion when aligned with community needs and organizational sustainability.

Financial & Operational Performance

• Partners with the CEO, CFO, CNO and department leaders on operating budgets, capital plans, staffing costs and departmental performance targets.
• Monitors revenue, expenses, labor productivity, supply utilization, service-line performance and other key indicators.
• Identifies opportunities to improve efficiency, purchasing, staffing and contribution margins without compromising quality or patient safety.
• Supports charge capture, documentation, coding, billing and revenue-cycle improvement in collaboration with accountable leaders.
• Assesses financial and operational feasibility of new services, provider recruitment, equipment and clinic expansion.

Quality, Patient Safety & Compliance

• Promotes patient safety, quality improvement and continuous learning across assigned operations.
• Partners with clinical, quality, compliance and medical staff leaders to monitor performance and implement improvement initiatives.
• Supports readiness for regulatory surveys, audits, inspections and accreditation; ensures timely follow-up on identified concerns.
• Supports incident reporting, root-cause analysis, corrective action, emergency preparedness, workplace safety and risk-management practices.

Workforce Leadership & Development

• Directly supervises assigned directors, managers and department leaders and establishes clear performance expectations.
• Develops leadership capacity through coaching, mentoring, succession planning and professional development.
• Partners with Human Resources on workforce planning, recruitment, compensation, performance management, employee relations and change management.
• Evaluates staffing needs and promotes engagement, retention, accountability and effective communication.

Strategic Planning & Rural Healthcare Development

• Translates strategic priorities into operational goals and measurable outcomes.
• Assesses community healthcare needs, access gaps, demographic trends and opportunities for program development.
• Develops partnerships with regional hospitals, specialty providers, clinics, public health organizations, EMS and community agencies.
• Evaluates telehealth, visiting specialist programs, shared services, affiliations and other collaborative models that support access and sustainability.

Patient Experience & Information Systems

• Promotes a patient-centered environment emphasizing dignity, respect, responsiveness and service excellence.
• Monitors patient feedback, complaints, grievances and satisfaction measures and ensures appropriate follow-up.
• Partners with IT, clinical informatics and revenue-cycle leaders to support effective use of the EHR, operational systems, dashboards and reporting.
• Supports technology implementation and workflow redesign; promotes protection of confidential patient, employee and organizational information.

Meetings, Committees & Emergency Preparedness

• Participates in Executive Team, Leadership, Governing Board and other meetings/committees as assigned.
• Supports hospital-wide emergency preparedness, disaster response and business continuity planning.
• Rotates in the administration on call schedule with the executive team.
Ensures assigned departments maintain emergency procedures, training and readiness; assists in continuity of essential services during disruptions.

QUALIFICATIONS

Required

• Bachelor’s degree in healthcare administration, business administration, public health, nursing or a related field.
• Five to seven years of progressive healthcare management experience, with responsibility for multiple departments, service lines or facilities.
• Demonstrated experience in budgeting, financial performance management, operational improvement, workforce leadership and regulatory compliance.
• Experience leading multidisciplinary teams and implementing measurable operational improvements.

Preferred

• Master’s degree in Healthcare Administration, Business Administration, Public Health, Nursing or a related field.
• Leadership experience in a Critical Access Hospital, rural/community hospital, public hospital district or integrated hospital-and-clinic organization.
• Experience overseeing hospital operations, primary care, specialty clinics and ancillary/diagnostic services.
• Experience with rural healthcare delivery, provider recruitment, service-line development and access-to-care initiatives.
Knowledge of Critical Access Hospital requirements, Medicare Conditions of Participation, rural healthcare reimbursement and cost-based reimbursement principles.

WORK ENVIRONMENT AND PHYSICAL DEMANDS

This position works primarily in hospital and ambulatory healthcare settings and requires regular interaction with clinical departments, providers, employees, patients and community partners. The COO must be able to respond to operational issues, participate in meetings, conduct departmental assessments and support emergency or time-sensitive leadership needs. Occasional evening, weekend or on-call availability may be required based on organizational needs.

The employee must demonstrate the ability to perform the essential functions of the position, with or without reasonable accommodation.

If you are looking for a rewarding career with a great team, you'll enjoy your career with us !

POSITION DETAILS

Hours per week:

40

Employee Status:

Regular Full Time

Shift:

Day Shift (United States of America)

Pay Range:

$200,000.00 - $340,000.00

Actual pay offered will vary based on years of experience.

EMPLOYEE BENEFITS

Our benefit package includes medical, dental, vision, life insurance, and retirement options (403(b) & 457). Medical insurance coverage begins on day one and is available to both full time and part time employees. Additionally, employees receive discounts on medical services provided by Whitman Hospital and Medical Clinics. Differentials apply for evening, night, and weekend shifts. Our unique PTO plan enables employees to increase their accrual with each year of service!