Director, Program Admin, URMC

Rochester, NY


The Administrative Program Director has overall responsibility for the business and operations of the Advanced Heart Failure Service. The Program Director works with the Cardiac Service Line leadership from Transplant, Cardiology and Cardiac Surgery to support and lead the dynamic and complex Advanced Heart Failure, Transplant and VAD program. The program director uses a high degree of latitude and independent judgement to analyze and address complex workflows and decisions to grow and build the Transplant and LVAD program. The primary goals of this position are to ensure that patients receive the highest level of care and service, that care providers require to function in a highly efficient environment, and that the staff self-actualizes in a highly rewarding and caring environment. The position is responsible for all business and operations in the AHF Clinic as well as the collaboration between surgical and Advanced Heart Failure providers along with outreach programs. This position requires a high degree of operational collaboration and team involvement to meet the highly regulated requirements of Cardiac transplant and LVAD therapies. It also includes working closely with the Clinical managers for the development and implementation of policies to support patient and employee satisfaction and the monitoring of financial and budgeting goals. The work is highly regulated and requires commitment to timely work and decision making and building an infrastructure to grow the enhanced therapies required to support very acute and complex care pathways.

The Administrative Program Director works very closely with the Cardiac Care Service line leaders, surgical and cardiac teams along with nursing to provide high quality processes and patient care solutions across this care continuum. The Program Director will be responsible for the business plans for growth of the program, benchmarking and ensuring alignment with other AHF Program and expansion of opportunities and treatments for care. Responsible for working collaboratively with the Clinical Leaders in the program to create a framework to deliver solutions and care across Western and Central NY as the premier AHF Transplant VAD program.


Operations- Clinic and Provider

  • Develops policies, procedures, and metrics to establish the administrative and clinical expectations in the outpatient clinic. Implements “best practice standards” across the clinic for the AHF population and meeting Ambulatory Clinic metrics guidelines and treatment practices in a fluid and dynamic specialty.

  • Research and benchmarks services with other leading organizations for operational excellence along with bringing new services and growth to the field.

  • Develops the business plan and infrastructure to bring new services and growth models. Sets operational benchmarks and expectations to align business and operational goals. Understands the clinical flow and requirements for clinical excellence.

  • Establishes goals to ensure a first-class service culture and a highly efficient and first-rate experience for patients.

  • Conducts assessments to maximize operating efficiency and effectiveness. Continually reviews all functions within the clinic for opportunities for process improvement. Facilitates implementation of electronic processes that will lead to work efficiencies.

  • Maintains and monitors statistics related to volume, productivity, and other relevant factors and initiates action as required.

  • Create an environment that supports social and cultural diversity, patient safety, and customer-oriented service. Demonstrate thorough knowledge of industry regulations and standards (UNOS, CMS, TJC, OPO, DOH) and knowledge of organ tissue recovery, clinical data management.

  • Coordinates production (formatting, copying, etc.) and dissemination of materials, such as presentations, course handouts, grant proposals, conference and seminar materials, complex reports, brochures, displays, and ensures agendas are created for meetings to run successfully.

Staffing and Clinic Operational Management

  • Accountable for all administrative clinic staff via an organizational structure of managers. Works closely to align with clinical leaders to meet clinic goals. Articulates the Department’s vision for the delivery of patient care services to clinic staff and sets relevant goals and holds all staff accountable for service excellence.

  • Ensures that the staff is provided job training and professional development, performance evaluations, counseling and action on matters of discipline, and all other human resource issues.

  • Works with Clinical managers to ensures clinical competency of staff through observation and evaluation to maintain best clinical practices and quality outcomes.

  • Monitors staff satisfaction and initiates actions as required to ensure high levels of engagement. Effectively communicates with staff on all relevant topics to reach service excellence goals.

Regulatory-Quality and Patient Satisfaction Metrics

  • Monitors patient satisfaction and initiates action as required and ensures program development to consistently review and enhance program.

  • Develop and maintain performance indicators, including surveys and statistics, and initiate operational changes as warranted.

  • Respond to concerns raised by patients, providers, and others. Investigate and address quality of service problems.

  • Collaborate with transplant quality and ensure all measures for audit preparation and necessary oversight, education and changes are implemented to meet regulatory requirements.

  • Actively participates in Quality Assurance Performance Improvement (QAPI) processes, formulates plan for staff in developing and implementing process-of-care improvements and resource utilization.

New Programs- Outreach

  • Facilitates the development of new and expanded services.

  • Collaborates with the service line on AHF inpatient and outpatient space needs for growth and new program development.

  • ISD/UIT and Collaboration with other departments for expansion and outreach technical requirements

  • Works with team members and the service line for outreach opportunities and facilitates communication and programs to reach the wide network required to maintain VAD and Transplant patient volume.

  • Leads the unique demands of AHF and wide referral network require increased focus and program development to reach further into the community with services and options.


  • Develop and monitor URMFG and SMH operating and capital budgets for the clinics.

  • Collaborates with financial counseling to ensure compliance with system processes for patient care.

  • Collaborates with service line leadership on strategic business plan initiatives to drive increased population management for AHF patient population.

  • Develops capital equipment requests.

  • Oversight and management of Provider billing and reviews and ensures billing practices, troubleshooting and review of new or changing billing in AHF and LVAD/Transplant. Understands and review cost report, LVAD Supplies and yearly P & L with Clinical Manager of LVAD supply program.


  • Serves on Medical Center committees to represent the Department on programmatic issues.

  • Assists in Program representative for new initiatives like ACC certification for Heart Failure.

  • Works with Marketing and other University teams to collaborate on effective programs to reach large network of patients to broaden our patient services and lives covered across the region.

  • Collaborates with Medical and Surgical Directors of AHF to work with the office of advancement on philanthropic efforts.

Other duties as assigned


  • Master's degree. May require N.Y.S. or National Credential/Certificate required.

  • 5 -7 years minimum of related supervisory and administrative experience; or an equivalent combination of education and experience. May require N.Y.S. or National Credential/Certificate required.

  • Five to seven years of progressive management experience in an organization of similar size and complexity with a significant level of accomplishment. Specialized experience in an appropriate field related to the assignment is desirable.

  • Medical Terminology, experience with electronic medical records preferred.

  • Demonstrated customer relations skills required.

  • Attention to detail preferred.

  • Strong verbal and written communication skills preferred.

  • Excellent organizational and computer skills preferred.

  • Possess a high degree of professionalism, strong work ethic and the ability to maintain a positive attitude when working with internal and external customers preferred.

The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion to advance the University’s mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion/creed, sex, sexual orientation, citizenship status, or any other status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled

Pay Range

Pay Range: $129,501 - $194,293 Annually

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job’s compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

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