University of Rochester Director of Division Operations in Rochester, New York


Full Time 40 hours Grade 055 Neurology - MC Admin M&D;


General Purpose:

Under the general direction of the Chair and Program Administrator, and with a high degree of independence and latitude to exercise judgment, is responsible for the delivery of high quality and patient and family focused health care throughout the departments divisions and clinical locations. In conjunction with Divisional Faculty and Department leadership, sets clinical operational goals, and then plans, directs, and implements operations, adjusts staffing, and manages physical space in order to meet these goals. Monitors productivity, quality, and patient and employee satisfaction results, and in close collaboration with Clinical Providers and other Medical Center clinical leaders, facilitates improvement of operations and clinical workflows. Using analytical data and in conjunction with the Program Administrator and Finance Director, prepares business plans for programmatic or operational changes. Accountable for all staff in direct and indirect patient care and service functions via a structure of Managers and divisional Administrative Assistants.

The Department of Neurology is a multidisciplinary enterprise comprised of 15 divisions with clinical and research missions, over 90 academic faculty, more than 250 staff, substantial residency and fellowship programs, and both inpatient and outpatient care delivered at numerous clinics and Regional hospitals.

Specific Responsibilities:

Clinical Management:

Establishes goals to ensure a first class clinical service culture and a highly efficient and family/patient focused experience for patients.

Develops, conducts, and evaluates assessments of patient and family experiences, and addresses concerns in a spirit of continual improvement of delivery. Delivers exceptional service recovery.

Uses systems knowledge and knowledge of clinical workflows to improve the coordination and delivery of clinical care. Maintains strong working relationships with users, systems staff, and other institutional departments to facilitate improvement. Seeks and identifies opportunities to implement automated and standardized processes.

Develops policies and procedures to establish expectations and administer clinical best practices. Ensures clinical competency of staff through observation and other evaluation methods to maintain best clinical practices and quality outcomes.

Develops and monitors internal clinical, quality, and service metrics to maximize efficiency and effectiveness.

Works closely with mid-level providers to deliver efficient and effective support for the clinical faculty and work to improve patient care.

Facilitates the development and delivery of new and expanded services, such as new clinical programs, satellite locations, or strategic regional programs. Coordinates the integration of the divisional translational medicine or research initiatives into clinical operations.

Operational Management:

Manages clinical facilities planning in consultation with department divisions and leadership to determine needs for new/additional space, space redesign, or repurposing of current space. Ensures proper identification and space utilization of all capital equipment within division space.

Ensures the upkeep of clinical facilities in order to provide a safe and attractive patient and work environment. Works with Department Administrative staff for regular upkeep/replacements.

Ensures compliance with University policies and procedures, and the regulations of NYSDOH, Joint Commission, and other regulatory or accrediting agencies.

Monitors productivity, volume, and other metrics of relevant operational parameters. Recommends and implements changes to maximize efficiency and effectiveness.

Serves as the Department’s representative on any relevant Medical Center clinical, operational or programmatic Committees.

Leadership and Management:

Articulates goals to establish a strong service culture and to provide a first rate experience for customers (patients, referring providers, faculty and colleagues). Fosters a culture of excellence. Holds staff accountable for service excellence.

Monitors staff satisfaction and initiates actions to ensure a high level of engagement. In partnerships with the Department’s Managers and Supervisors, sets standards for action planning, execution, and monitoring in response to Employee Engagement Surveys.

In partnership with the Central Administrative team, Divisional Managers, and the HR Business Partner, ensures effective recruitment practices, relevant competency based training programs, performance management, performance assessment and recognition. Addresses employee relations concerns.

In close collaboration with Division Chiefs, manages the functions and performance of the Department’s Practice Manager and divisional Administrative Managers/Assistants. Delegates and provides clear and appropriate expectations/standards, establishes lines of authority, and fosters an expectation of accountability and recognition for teamwork. Reviews staff productivity and initiates staffing model changes as necessary. Works closely with clinic Nursing leadership to continuously improve the delivery of clinical Neurology services.

Encourages staff professional and career development and other educational activities.


Bachelor’s degree, preferably in Health or Business Administration, and 5 years of relevant experience with at least two years at a managerial level or with clinical experience; or an equivalent combination of education and experience. Master’s degree, equivalent course work, or specialized experience in an appropriate filed related to the assignment is desirable.

EOE Minorities/Females/Protected Veterans/Disabled

Job Title: Director of Division Operations

Location: School of Medicine & Dentistry

Job ID: 202594

Regular/Temporary: Regular

Full/Part Time: Full-Time