The Joint Commission

  • Director CSR

    Job Locations US-Nationwide
    Job ID
    # of Openings
  • Overview

    This role primarily focuses on managing delivery of the CSR (Continuous Service Readiness) product line.  Key functions of this role include (1) leading implementation of CSR services and any strategic changes or developments in the program which includes revenue generating  and business development programs, (2) managing the $6M P&L  (3) managing the CSR consultant cadre, and (4) serving as the primary representative for the CSR program with clients and relevant JCR departments.


    The Director will coordinate with consultants and external partners, including state hospital associations, in the planning and execution of the CSR program.  The Director is also responsible for maintaining and strengthening the CSR brand identity and product offering.  This role will be critical to the growth and success of the CSR business into the future. The Director is responsible for driving revenue growth, controlling spending, and overall managing the $6M P&L.  This includes budgeting activities.




    1. Assumes primary day-to-day management responsibility for the CSR program. Manages CSR consultants including recruitment and retention, ongoing performance monitoring, coaching, and identification of staff training and professional development needs, in collaboration with Consultant Development team.


    1. Develops and monitors CSR operational plans and budget. Compiles and analyzes key metrics related to budget, utilization, allocation of resources, resource demand, sales credit, financial variances, client and peer satisfaction, consulting activities and pipeline. Participates in all budget related activities.


    1. Develops trusted relationships, and serves as primary CSR point of contact, with state hospitals associations, other external partners, and internal JCR teams and leadership.


    1. Monitors and ensures accurate and timely information regarding all CSR clients and contracts is available in the CRM database to inform financial and operational reporting, forecasts, payroll, invoicing, consultant scheduling, etc. Generates reports as needed.


    1. Leads the development of, and regularly communicates, any strategic improvements to the CSR product line.


    1. Ensures CSR workshops are planned and coordinated with expert faculty, including Joint Commission staff, surveyors, guest faculty and JCR Consultants. Ensures processes for continuing education credits for CSR workshops are compliant with JCR policy and procedures, in collaboration with PER team.


    1. Coordinates business development activities, including campaigns in collaboration with marketing, CSR consultants and state associations. Tracks leads for potential new CSR clients and performs follow up activities.  Works closely with sales team.


    1. Coordinates CSR annual program evaluation. Communicates results of the evaluation with CSR consultants and state associations.  Uses results to make program improvements and develop marketing materials.  Regularly gathers feedback from CSR consultants on delivery of the service.


    1. Coordinates and delivers customer service activities including CSR liaison orientation and client retention calls.


    1. Evaluates CSR product marketing information and retools materials in collaboration with marketing and consultants.


    1. Participates on JCR work teams and in other performance improvement activities as appropriate.


    1. Hires, reviews and (when necessary) disciplines or discharges subordinate personnel.


    1. Knowledge and experience in working with clients and stakeholder groups in the healthcare environment, particularly in the areas of consulting and education. Seven to ten years of progressively more responsible management experience in healthcare or business setting, including management of professional staff.


    1. Analytical ability to develop operational plans and budgets as well as to monitor financial performance and other key metrics related to the CSR program.


    1. Ability to gain rapid knowledge of JCR product offerings, standards, survey process, accreditation policies, quality improvement strategies, and patient safety required.


    1. Strong skill in communications and facilitation as work functions occur in team environment.


    1. Possesses a working knowledge of current trends in health care and health care organizations.


    1. Possesses a level of knowledge equivalent to that ordinarily acquired through completion of a Master’s degree in business administration, education, health care or a related field.


    1. Possesses 3-5 years of progressively more responsible product management experience in an education, business, or health care organization or facility.


    1. Demonstrates excellent interpersonal and formal communication abilities to interact effectively with executives and staff at all levels in the organization, and externally to consultants and clients.


    1. Maintains written and verbal communication skills necessary to effectively present information and ideas in presentations and business proposals.


    1. Computer literacy in word processing, spreadsheets, and presentation software required. Salesforce experience strongly preferred.


    1. Approximately twenty (20) percent travel required.


    This job description is intended to describe the general nature and level of work performed by an employee assigned to this position.  The description is not an exhaustive list of all duties, responsibilities, knowledge, skills and abilities, and working conditions associated with this position.  All requirements are subject to possible modification due to business needs and/or reasonable accommodations for individuals with disabilities.



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