Delivery System Operations

Setting a new standard in publicly funded healthcare.

The HTI Delivery System Operations team’s goal is to support system transformation to meet market demands and community requirements in a financially sustainable model. We work with hospitals, physician groups, Federal Qualified Health Centers, behavioral health providers, skilled nursing facilities and community partners to help them meet the rising expectations in publicly funded healthcare. With a special focus on at-risk and underserved populations, we help clients achieve operational improvement through execution of strategies that support clinical quality improvement, system integration and business priorities in the rapidly changing healthcare environment. Our sustainable, integrated solutions lead to better service, stronger ties with communities and businesses, and better outcomes for patients.

We work across a variety of business areas including clinical, administrative, financial and logistical to analyze processes, build relationships and facilitate constructive change. Once changes are in place, we can also provide coaching to help internal teams adapt and prosper. Delivery system operations services include:

Care Transformation Through Improved Operations Management, Implementation and Financial Assessment

All providers in the healthcare system today are undergoing significant levels of change, both internally and externally, to adapt to and meet the demands of a marketplace focused on meeting the Triple Aim goals of improved health outcomes, reduced cost of care and improved patient experience. HMA has extensive experience in operations analysis, financial assessment, systems improvement and other on-the-ground activities to support our clients in meeting the challenges and opportunities in today’s healthcare marketplace. We bring best practices and tools to the problems of delivery system providers and work with our clients to improve performance at the department, service and organizational levels. In addition, HMA brings expertise and national experience from multiple engagements to assist in defining strategy and the associated implementation steps needed to support clients in restructuring their care and financial models, including how to assess opportunities, evaluate and activate new and effective partnerships and collaborations as part of positioning for success in their local communities and regional markets.

Interim and Transition Management Services

Interim Management: Every organization experiences planned and unplanned changes in the management team. These leadership transitions provide a unique opportunity to evaluate capabilities, address immediate challenges and reposition the organization to meet evolving demand. The goal is to minimize disruption, stabilize and prepare the environment for new leadership and/or programs. HMA provides interim leaders who are experts in hospital and health system operations as well as transition management. HMA’s consultants have been in senior hospital executive positions and can step in to assume roles including:

  • C-suite (CEO, COO, CNO, CMO, CFO, CIO)
  • Senior leadership for patient experience, regulatory affairs, HIM, performance improvement/quality and pay-for-performance
  • Project management

Transition Management: The goal of transition management is to decrease the risk associated with leadership and program change, external acquisitions and the development of new partnerships. Well-crafted transition management decreases uncertainty, produces desirable financial and community outcomes and enhances resilience during the transformation of the hospital or health system. Transformation is achieved by partnering with an organization’s executive team and key constituencies through the application of coaching concepts to the consulting process. We perform executive and operations planning and implementation that includes organizational infrastructure and capabilities, team competencies, work style, culture, community need and stakeholder identification. We leverage our coaching and team development skills to create and implement business plan(s) in the context of the team’s and organization’s business and performance improvement priorities.

The process emphasizes implementable and innovative solutions that provide measurable return on investment within the context of collaboratively established deliverables and metrics. Action plans are achievable, sustainable and consistent with organizational priorities. Implementation is managed, incorporating a coaching methodology to achieve optimal stability and resilience in complex environments. Stakeholders are engaged at multiple levels to create shared accountability and sustainable development as the organization moves forward. HMA senior consultants have expertise in transition management applications including:

  • Operations assessments
  • Executive and management capabilities evaluation
  • Infrastructure requirements
  • Change and transition readiness assessments
  • Change and transition management coaching and education
  • Transition management strategy development
  • Implementation leadership and project management

Applying Business-Coaching Methodology to Consulting

Enlightened leadership is based on a set of skills that can be learned, and is rarely an inherited trait. Effective leadership is built upon a foundation of wisdom, perspective, communication skills and accountability. Without these assets, leaders are at risk of finding themselves in a very isolated position in the organization, insulated from essential feedback that is required for both organizational and personal progress. Leaders must develop their personal mix of assertiveness and understanding, all the while actively engaging in self-reflection, openness to feedback and commitment to an iterative process of professional development. Professional coaching has demonstrated strong value as a potent catalyst for enhanced leadership. Coaching improves understanding of optimal system performance and the discovery of effective solutions to nagging problems. It can be a rich source of encouragement and optimism, both of which are essential in fending off cynicism and burnout.

Whether it is seen as a solution to a specific problem or as an opportunity for personal/professional growth and burnout prevention, HMA can provide leadership coaching that builds insightful, dynamic and effective leaders through an approach that applies:

  • Business and behavioral coaching concepts
  • 1:1 professional performance improvement strategies
  • Team coaching that emphasizes alignment on purpose, improved intra team dynamics and effective communications
  • Conflict management and removal of behavioral barriers to achieving goals
  • Management of diversity issues
  • Culture crafting that incorporates zero tolerance for intimidation, bullying and other toxic behaviors
  • Stress reduction techniques

Behavioral Health Operations

In today’s healthcare system, hospitals are more often required to integrate with and/or jointly manage care, including sharing risk and savings in a value-based reimbursement environment with the community behavioral health industry. The unique challenges—operational, financial, programmatic and policy—of this role in a safety net system can be a unique challenge for hospital administrators and executives. HMA’s team of behavioral health clinicians offers its Behavioral Health Integration Model methodology and analytical tools to help design and implement integrated behavioral and primary healthcare services, often within new Medicaid carved-in managed care contracts. HMA’s deep experience in behavioral health operations makes it possible for us to offer hospitals a depth of technical assistance, strategic planning and operational support that is unparalleled in the industry.