Business Operations Director II

Renton, Washington
Oct 10, 2020
Position Type
About Us

Washington Permanente Medical Group (WPMG) is a clinician-led, self-governed and independent multi-specialty group practice, providing care to the more than 700,000 Kaiser Permanente patients in Washington state. We work unencumbered by traditional health care obstacles and without silos; prioritizing people over profits, collaboration over ego, and driven by a singular goal: our patients' health. At WPMG, we take care of the whole person, with a team to address the fundamental, social, and emotional needs that contribute to total health. We are clinicians motivated by the desire to make a purposeful difference in the communities we serve, and in how health care is delivered.


Kaiser Permanente-Washington Permanente Medical Group is seeking a 1.0 FTE Business Operations Director II to join our Administration Team at our Renton Headquarters.

Job Summary

The Business Director II is primarily responsible for partnering with clinical operational medical leaders who may oversee multiple specialties, or primary care, or hospitals and post-acute care. The Business Director II is accountable for ensuring our medical leaders are delivering the KP Promise to every member, every time: Quality you can trust; Convenient and easy to get care; Care with a personal touch that is Affordable.

The Business Director II will develop and possess in-depth knowledge to support the improvement and management of patient care access, service performance and management, quality standards and HCC coding, and affordability, including WPMG budgets for their care delivery focus, resource stewardship and other utilization management issues (assess and reduce variation) and external delivery system professional fees (pfeds). The Business Director will work with leaders and service lines in meeting productivity targets for outpatient care, procedure care, and inpatient care. The position is also responsible for supporting Strategic Business planning activities using analytics and financial management tools and resources.

The Business Director II works collaboratively with other Business Directors and Senior Business Operations Directors, to deploy business capabilities to clinical practices across service lines and into districts. The Business Director’s work is accomplished in a matrixed environment, and in collaboration with WPMG or KPWA operations and health plan leaders.

Principles and Responsibilities

Access and Service Management:
  • Monitor access data and reports provided by the Solution Center.
  • Monitor Press Ganey performance in Districts and/or Service Lines and identify opportunities for improvement
  • Collaborate with Regional medical leaders, local medical leaders and health plan staff to determine the best, most cost efficient and patient facing levers to pull to ensure we meet our promise of providing easy and convenient access to care.
  • Coordinate communication of access related measures and work plans
  • Write proposals for new, provider FTE and work with WPMG Finance and Strategy
  • Understand internalization targets and coordinate with clinical teams to build access for internalized care

  • Triage communication, when needed, between WPMG Recruiting and coordinating service line planning and interviews.
  • Responsible for drafting clear written and oral communications to support WPMG’s and KP’s vision, mission, and operating plan with the medical group at large; care delivery at large, community at large; WPMG Board; and leadership forums.

Strategic Leadership

Planning/Goal Setting:

  • Stays current with industry standards to create/plan/support new programs within the breadth of operations. This involves prioritizing key initiatives and creating accountabilities and buy-in to achieve success.
  • Partners and collaborates with the other Business Directors to surface and develop opportunities for operational efficiencies and innovation within departments, with other specialty departments and/or primary care.
  • Assists in short and long-term delivery system planning in collaboration with district/market business directors and leaders.
  • Values the perspectives of diverse stakeholders including clinical teams, patients and their communities.

Leadership Development:
  • Assists medical leader in creating a leadership pipeline and identifies emerging leaders
  • Develops cultural competency and agility in self and others to understand and respond to the different care experiences faced by our diverse patient population.

Operational Excellence:

  • Supports and drives towards the integration of care delivery across departments, ambulatory care and throughout the continuum of care to reduce “silos” of care in order that we may provide the best quality of care, enhanced care experience and more affordable care.
  • Monitors and supports improvement in addressing risk-adjusted coding.
  • Collaborates with medical leader to build a culture of equity by understanding health disparities and creating system level interventions to address them.

Finance and Resource Management:
  • Review, interpret and contribute to recurring and ad hoc reports and analyses, (e.g., compensation analyses, growth plan internalization studies, productivity performance, business case development).
  • Development and deployment of specialty staffing models, productivity and affordability metrics and standards.
  • Leads service delivery planning, monitoring and oversight of external, professional costs (pf/EDS), recognizing internalization opportunities and developing business plans to realize those.
  • Partner with medical leaders to monitor internal and external financial indicators, budgets and trends, and develop processes to ensure reduction of costs, maximal internalization of high quality care, and market-leading access across the care continuum.
  • Responsible for monitoring and tracking adherence to staffing models, budgets or other financial and access measures, which could include performing make/buy analysis, and development of new clinical programs as required by service line and market.

Business Strategy:
  • Help develop, deploy and adhere to staffing models related to market-based benchmarks to allow for appropriate investment in specialty services related to projected growth along with market-leading access.
  • Participate in related business or service delivery planning processes, including “make/buy” decisions and repatriation.
  • Help implement plans for enhancement and growth of clinical programs and services, with a focus on minimizing external care and overall costs.

Performance Monitoring & Consulting:
  • Partner with the medical staff and operational leaders to deploy metrics and strategies for relevant specialty performance across the delivery system to ensure patients receive high quality, safe, efficient, timely and cost-effective care.
  • May support business case development around new technologies and future services / opportunities which will improve patient diagnosis, treatment, and outcomes – or to ensure statewide achievement of access and affordability goals.
  • Supports medical leadership in identifying opportunities to promote the systems, knowledge base, and leadership development needed to manage and enhance physicians’ and clinicians’ performance.
  • Supports medical leaders in developing and implementing plans to meet deadlines for performance evaluations for Chiefs, Health Plan managers, and other direct reports.
  • Works with WPMG HR/CME to enroll high performing providers into the Leadership Development and Training Curriculum.

Knowledge and Skills (Required)

Continuous Improvement:
  • Maintains and fosters skills necessary to perform job functions over time.
  • Continually looks for ways to improve processes, fosters innovation and learning.
  • Looks for and implements Lean practices related to current job functions.
  • Encourages innovation, respectfully listens to and acknowledges ideas of others.

  • Is on time and keeps commitments.
  • Consistently manages assigned workload. Manages priorities effectively. Uses time efficiently.
  • Engages fully in work, takes immediate and independent action when needed.
  • Acknowledges mistakes and seeks help when needed.
  • Sets own priorities, regularly completing work on schedule.
  • Anticipates problems, proactively addresses issues.
  • Focuses on solutions rather than problems.
  • Organizational skills including ability to multi-task, lead projects and meet deadlines.

  • Builds productive rapport with employees at all levels within and outside the department.
  • Treats others with fairness, dignity, and respect.
  • Accepts suggestions and criticism in a cooperative and positive manner.
  • Works collaboratively with team members and others to achieve identified goals and objectives.
  • Establishes and maintains good working relationships with both external and internal customer.
  • Interacts with others in a helpful and informative manner.
  • Capable of resolving conflict.
  • Must possess CARE competencies that include excellent customer service skills and expertise in job functions, accountability for work, and creation of productive working relationships.(see knowledge and skills above)
  • Possess strong commitment to team environment dynamics with the ability to contribute expertise and follow leadership directives at appropriate times

  • In-depth knowledge of the business priorities of the department and organization.
  • Demonstrates proficiency in the duties and responsibilities of the job.
  • Shares expertise with others.
  • Reviews facts and data, using sound judgment, to arrive at the most effective solution.
  • Continually looks for ways to improve processes, fosters innovation and learning
  • Ability to stay positive and flexible during times of change and/or adversity.
  • Excellent communication and presentation skills (oral and technical).

Service Excellence:
  • Understands and responds promptly and courteously to customer needs and expectations.
  • Follows through to see if customer needs were met and keeps them informed of status.
  • Timely when responding to voicemail, e-mail and interoffice communications.
  • Expresses ideas clearly and accurately both orally and in writing.
  • Encourages, respectfully listens to and acknowledges diverse points of view.
  • Treats all customers with courtesy and respect.
  • We are professionals serving professionals.

DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by incumbents assigned to this job. This is not intended to be an exhaustive list of all of the responsibilities, duties, and skills required. The time devoted to the activities listed may be changed and other duties may be assigned.


Benefits include: Medical/dental/vision benefits, 401(k) & employer-paid retirement contributions, paid vacation, long-term disability, long-term care benefits.


Renton, with a population of 101,300, is located on the south shore of Lake Washington with spectacular views of the lake, the Olympics, the Cascades, and Mount Rainier. The Cedar River runs through the heart of downtown and offers an abundance of natural beauty and a run of federally endangered chinook salmon. The City is centrally located for access to the regions' transportation network, accessible by four state and three interstate highways, only minutes away from Seattle, Bellevue, Tacoma and Sea-Tac Airport. Renton's strong economic base, diverse marketplace and favorable business climate have attracted the attention of nationally recognized companies that are looking to provide employees and their families with an outstanding quality of life.

We are dedicated to building lifetime relationships with peers and patients in Washington State’s richly diverse communities. Many know the Pacific Northwest as an attractive tourist destination with beautiful scenery, friendly people, and a host of cultural and recreational opportunities. These elements, and others, make Washington an excellent place to live.

Equity, Inclusion and Diversity

In our local communities and across the nation, Kaiser Permanente sets the standard for respectful care. With multicultural staff, equity, inclusion and diversity councils, medical interpretation resources, outreach efforts, educational programs and more, Kaiser Permanente puts people first in our medical centers and beyond.

As part of Kaiser Permanente, Washington Permanente Medical Group (WPMG) seeks to create equity in our communities, eliminate health disparities, and always put patients—the heart of everything we do—first.

Following the guidelines in our National Diversity Agenda, every member of our team strives to:
    • Provide culturally responsive and appropriate medical care to improve the health and satisfaction of all people in our increasingly diverse membership
    • Recruit and retain clinicians and staff that enhance our workforce
    • Grow our membership by providing exceptional service and clinical care to all communities in our region

Creating a diverse workforce, an inclusive environment, and equitable opportunity for employment, growth, and advancement are deeply linked to our mission, our business, and our economic future. WPMG continues to add programs that build and maintain a workplace where we engage with our members, communities, and each other—with dignity, respect, and cultural understanding.

Equal Employment Opportunity

As part of our commitment to our employees and the members and patients we serve, we integrate diversity into all aspects of our operations. Maintaining a workforce with industry-leading levels of diversity through deliberate planning, development, and outreach is critical to fulfilling our mission, sustaining our business objectives, and providing the best level of care to our members and patients. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran, or disability status.



Clinical experience in healthcare setting.
5 years – Experience in a highly collaborative and/or matrixed environment.
Strong written and oral communication skills. Ability to collaborate and negotiate with multiple parties in developing plans to achieve organizational goals.
Experience with PC based applications and clinical information systems, with strong analytical skills. Equivalent experience may be considered.
In-depth knowledge and understanding of health care delivery.
In-depth experience in financial analysis, planning, coordinating, implementing and assessing clinical program activities.
3 years – Recent management, program, or business development experience.
Preferred Education: Master’s degree in healthcare, public or business administration, or related field
Required Education: Bachelor’s Degree in Business Administration, Health Care Administration, or related field or six (6) years of equivalent experience in a directly related field.