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Director of Care Experience and Operations

San Jose State University
California, United States
Salary Not Specified
Posted Date
Mar 15, 2022

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Position Type
Administrative, Student Affairs, Health Services, Executive, Executive Directors
Employment Type
Full Time
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Job Summary

The Director of Care Experience and Operations leads the Student Wellness Center’s (SWC) Shared Services Team to design, operate, and optimize the integrated care and wellness-support experience for students campus-wide. Reporting to the Executive Director of the Student Wellness Center, the Director will lead a staff of thirteen to design, develop, implement, and evaluate a care-management program that strives for three outcomes: optimize the patient experience, advance the health of SJSU students and the campus population, and reduce the cost of care. The Shared Services Team staff includes resource and operations specialists, service analysts, health educators, and health education assistants. Within a modern health, counseling, and wellness facility, the SWC provides medical services with operations similar to those of a large group practice. Among the outpatient medical services are primary and urgent care; evaluation, treatment, and guidance for individual health concerns; family planning; nutrition; mental health; psychiatry; sports medicine; podiatry; dermatology; and comprehensive campus health advocacy and promotion. Allied health services include laboratory, pharmacy, physical therapy, and x-ray. In addition, the SWC provides limited urgent care and referral assistance for employee work-related injuries and may provide first aid to visitors.

Key Responsibilities
  • Build and develop a responsive and analytical resource and operations team through careful hiring, coaching, professional development, and performance management
  • Develop annual operations performance indicators for Resource & Operations and Care Experience Teams focused on improving patient experience, improving the health of populations, and reducing the cost of care
  • Lead SWC efforts to assess student needs, goals, and preferences for care and wellness services to inform service enhancements
  • Lead SWC efforts to generate broad and representative student awareness, appreciation, and engagement in services
  • Lead frontline care coordination staff to create an integrated, responsive, and supportive care experience for students
  • Lead optimization of SWC human, financial, capital, and digital resources for a $13M operation while mitigating risks through operational standards and continuous-improvement efforts
Knowledge, Skills & Abilities
  • Skilled in managing a diverse, multicultural staff in an ever-changing environment that requires department and staff members to adapt to changing processes, practices, and initiatives
  • Skilled in creation of logic models, from defining needs to evaluating impact of services
  • Skilled in planning and optimizing investments human, financial, capital, and digital resources
  • Skilled in developing and managing vendor partnerships to maximize impact
  • Knowledge of ethics and standards of medical and counseling associations and local, state, and federal government regulations relating to the provision of healthcare and wellness services
  • Ability to engage in strategic planning, developing, and implementing principles, standards, and guidelines to ensure the most effective and efficient delivery of programs and services, such as quality improvement, risk management, and departmental policies and procedures
  • Ability to perform accurately in a detail-oriented environment
  • Ability to handle multiple work priorities, organize and plan work and projects
  • Skilled in reporting, analyzing, and responding to budgetary details
Required Qualifications
  • Bachelor’s Degree in business, health administration, or related area and/or equivalent experience/training
  • Three years of experience in operations management in a healthcare setting
Preferred Qualifications
  • Master’s Degree in business, health administration, or related area and/or equivalent experience/training
  • Five year of experience in operations management in a healthcare setting


Classification: Administrator III
Hiring Range: Commensurate with experience

San José State University offers employees a comprehensive benefits package typically worth 30-35% of your base salary. For more information on programs available, please see the Employee Benefits Summary .

Application Procedure

Click Apply Now to complete the SJSU Online Employment Application and attach the following documents:
  • Resume
  • Letter of Interest
This position is open until filled.

Contact Information

University Personnel

CSU Vaccination Policy

The CSU requires faculty, staff, and students who are accessing campus facilities to be immunized against COVID-19 or declare a medical or religious exemption from doing so. Any candidates advanced in a currently open search process should be prepared to comply with this requirement as a condition of employment. The system wide policy can be found at and questions may be sent to .

Additional Information

Satisfactory completion of a background check (including a criminal records check) is required for employment. SJSU will issue a contingent offer of employment to the selected candidate, which may be rescinded if the background check reveals disqualifying information, and/or it is discovered that the candidate knowingly withheld or falsified information. Failure to satisfactorily complete the background check may affect the continued employment of a current CSU employee who was offered the position on a contingent basis.

The standard background check includes: criminal check, employment and education verification. Depending on the position, a motor vehicle and/or credit check may be required. All background checks are conducted through the university's third party vendor, Accurate Background. Some positions may also require fingerprinting. SJSU will pay all costs associated with this procedure. Evidence of required degree(s) or certification(s) will be required at time of hire.


All San José State University employees are considered mandated reporters under the California Child Abuse and Neglect Reporting Act and are required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment.

Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act and Campus Housing Fire Safety Notification:

Pursuant to the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act, the Annual Security Report (ASR) is also now available for viewing at The ASR contains the current security and safety-related policy statements, emergency preparedness and evacuation information, crime prevention and Sexual Assault prevention information, and information about drug and alcohol prevention programming. The ASR also contains statistics of Clery crimes for San José State University locations for the three most recent calendar years. A paper copy of the ASR is available upon request by contacting the Office of the Clery Director by phone at 408-924-1501 or by email at .

Pursuant to the Higher Education Opportunity Act, the Annual Fire Safety Report (AFSR) is also available for viewing at . The purpose of this report is to disclose statistics for fires that occurred within SJSU on-campus housing facilities for the three most recent calendar years, and to distribute fire safety policies and procedures intended to promote safety on Campus. A paper copy of the AFSR is available upon request by contacting the Housing Office by phone at 408-795-5600 or by email at .

Equal Employment Statement

San José State University (SJSU) is an Equal Opportunity/Affirmative Action employer committed to nondiscrimination on the basis of age, ancestry, citizenship status, color, creed, disability, ethnicity, gender, genetic information, marital status, medical condition, national origin, race, religion or lack thereof, sex, sexual orientation, transgender, or protected veteran status consistent with applicable federal and state laws. This policy applies to all SJSU students, faculty and staff programs and activities. Title IX of the Education Amendments of 1972, and certain other federal and state laws, prohibit discrimination on the basis of sex in all education programs and activities operated by the university (both on and off campus).

Advertised: March 15, 2022 (9:00 AM) Pacific Daylight Time
Applications close:

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