Director Capacity Command Operations

The Director of Capacity Command Operations provides enterprise leadership for system-wide patient access, placement, throughput, and load balancing across Texas Health Resources (THR). This role functions as the strategic and operational authority for the Capacity Command Center and ensures THR operates as an integrated delivery system rather than independent facilities.

The Director is accountable for measurable improvements in patient flow, reduction in avoidable delays, optimization of resource utilization, growth through transfer capture, and financial performance tied to throughput efficiency. This leader collaborates with executive leadership, hospital presidents, chief nursing officers, chief quality medical officers, service line leaders, perioperative leadership, ED leadership, Transfer Center, Care Management and analytics teams to ensure reliable, high-performing capacity governance across the system.

The Director ensures a culture of high reliability, predictive analytics utilization, and data-driven decision-making aligned with Texas Health's Mission, Vision, Values, and Promise behaviors.

• Work location: Work location: Onsite at THR headquarters-Arlington, TX
• Work hours: Full Time, Monday - Friday, 08:00 AM - 5:00 PM

Key Responsibilities

Enterprise Capacity Leadership
. Provide strategic oversight for infrastructure, processes, protocols and governance of the THR Capacity Command Center (24/7 operations).
. Leads enterprise bed management strategy for admissions, discharges, transfers, ICU leveling, and specialty placement.
. Establishes system load balancing methodologies across facilities.
. Serves as enterprise escalation authority during surge, disaster, or operational disruption.
. Activates tiered escalation protocols (Green/Yellow/Red/Black status). Partners with Incident Command when activated.

Performance & Throughput Optimization
. Accountable for enterprise throughput performance, including Length of Stay (LOS), ED boarding, admission-to-bed assignment, transfer acceptance timelines, discharge targets, diversion reduction, and bed utilization.
. Monitors capacity and patient flow metrics to identify barriers and implement strategies that improve throughput and operational efficiency.
. Leads rapid-cycle improvement initiatives to address capacity constraints and optimize patient progression across the continuum of care.
. Provides ongoing performance monitoring, reporting, and recommendations to achieve organizational throughput and capacity objectives.

Growth & Market Strategy
. Improves transfer capture rate and reduces transfer leakage.
. Partners with business development and service line leaders align access strategy with growth initiatives.
. Supports tertiary and quaternary referral optimization.
. Develop relationships with referring facilities and community providers.

Financial Stewardship
. Accountable for demonstrating measurable ROI from throughput improvements.
. Reduces avoidable diversion-related revenue loss.
. Contributes to margin improvement through LOS optimization.
. Minimizes premium labor utilization through capacity smoothing.
. Develops annual operating and capital budget requests for command center technology and infrastructure.

Predictive Analytics & Digital Enablement
. Oversee real-time dashboards integrating ED volume, ICU census, OR schedules, discharge projections, staffing ratios, and transfer pipelines.
. Implements predictive analytics forecasting 24-72-hour capacity constraints.
. Partners with IT and analytics to improve automation and reduce manual processes.
. Ensures standardization of reporting across entities.

Workforce Leadership & Culture
. Develops 24/7 operational leadership structure including shift command leads.
. Establishes competency-based training and performance expectations.
. Implements/Reviews structured performance dashboards for command leaders.
. Develops succession planning and cross-training strategies.
. Creates culture of psychological safety and Speak Up for Safety.
. Aligns leadership behaviors with THR Promise Behaviors.

Compliance & Regulatory
. Ensures adherence to EMTALA and all applicable federal and state regulations.
. Maintains documentation and process oversight to prevent regulatory violations.
. Ensures audit readiness for operational processes impacting patient placement.

Strategic Planning Responsibility
. Develops short and long-term enterprise capacity strategy.
. Aligns with system strategic growth plan.
. Presents quarterly enterprise throughput performance to executive leadership.
. Identifies capital avoidance opportunities through optimization rather than expansion.
. Leads cross-functional governance committees on patient flow.

Education
Bachelor's Degree in healthcare or related field required
Master's Degree preferred

Experience
7 years progressive healthcare operations leadership, multihospital system experience, with demonstrated success in improving throughput metrics required
5 years Enterprise command center experience and enterprise bed management platforms (e.g. Epic, Teletracking) preferred

Skills
-Demonstrates enterprise wide strategic thinking, with the ability to translate organizational priorities into operational plans and measurable outcomes.
-Interprets complex analytics and operational data to drive decision making, forecast trends, and guide performance improvement.
-Communicates with clarity and influence at the executive level, tailoring messages to senior leaders, clinical teams, and operational stakeholders. OR (Ability to communicate clearly and effectively with individuals at all levels of the organization.)
-Applies strong financial acumen to evaluate resource utilization, assess ROI, and align capacity decisions with organizational financial goals.
-Leads effectively in high pressure or rapidly evolving situations, maintaining situational awareness and guiding teams through operational crises.
-Drives organizational change, using structured change management approaches to implement new processes, technologies, and system wide initiatives.

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