Description
Position Overview: Director of Operations
The Director of Operations provides supervision, coaching, feedback, and training to Practice Managers and supervisors to promote positive customer service and maintain an efficient health center and a safe environment of care. At all times, the Director of Operations is expected to adhere to the highest standards of performance and behavior. This role manages assigned projects to ensure deliverables and outcomes are met, serving as a liaison between all team members, including the Medical Director, Front Desk/Billing Supervisor, Medical Assistants, management team members, and providers, to fulfill the organization’s goals. Under the direction of the Chief Operating Officer, the Director works in collaboration with leadership and the management of all departments to evaluate, modify, and develop best practice business processes while enhancing practice profitability and improving daily operations. The Director of Operations conducts daily interactions that demonstrate a positive organizational attitude and effectiveness, modeling the organization’s Mission, Vision, and Values. This position is responsible for all facets of practice operations and strategic business development within the practice portfolio.
Essential Job Functions:
Staff Supervision & Development:
- Lead, supervise, and coach staff in alignment with organizational policies and legal requirements, including hiring, performance evaluations, and disciplinary actions.
- Ensure staff receive adequate training in policies, procedures, and protocols to maintain operational efficiency.
- Promote a positive, inclusive work environment that fosters team collaboration, personal growth, and accountability.
- Evaluate the quality of work performed by direct reports and provide timely feedback for continuous improvement.
Operational Efficiency & Compliance:
- Develop, implement, and refine policies and procedures that ensure smooth daily operations and compliance with regulatory standards (OSHA, CLIA, PCMH, HRSA, etc.).
- Collaborate with senior leadership to identify operational challenges and implement strategic solutions that enhance productivity and efficiency.
- Oversee the implementation of new health center locations and expansions, ensuring seamless integration with current operations.
- Conduct regular safety audits and ensure compliance with environmental care and infection control protocols.
- Lead staff in responding to emergency situations, ensuring compliance with safety and security regulations.
Strategic Business Development:
- Drive practice productivity and financial performance through analysis and execution of strategic initiatives.
- Work closely with the COO to provide timely information and reports for budget preparation and financial planning.
- Develop marketing strategies to increase patient utilization and enhance revenue streams.
- Manage the accomplishment of assigned grant projects, ensuring program deliverables, data reporting, and funder relationships are successfully maintained.
- Foster community partnerships and participate in public relations activities to promote the health center's mission and services.
Data Reporting & Continuous Improvement:
- Monitor event flow tracking, analyze inefficiencies, and work with the team to implement corrective actions to minimize patient wait times and optimize patient flow.
- Collaborate with the billing and provider teams to ensure timely processing of encounters and billing procedures.
- Review collections activities related to patient billing to ensure patient information is accurately recorded in a timely manner in the EHR, maximizing revenue collection.
- Lead efforts to maintain and enhance the center’s compliance with external performance measures (UDS, etc.).
- Review practice activities and recommend changes in, or better utilization of, facilities, services, and staff.
- Monitor exception reports (denials) related to data input.
- Responsible for researching, analyzing, planning, implementing, and monitoring procedures and processes pertaining to smooth unit flow.
Administrative Functions:
- Oversee the procurement and inventory of office supplies, ensuring adherence to budgetary constraints.
- Ensure that an Administrator on Duty is present and accessible at the health center during operating hours to address patient or operational issues.
- Attend and contribute to internal meetings, external committees, and community events to represent the health center.
- Assist in fundraising initiatives by supporting event promotion, ticket sales, and donor solicitation as needed.
Required Knowledge, Skills, & Abilities:
- In-depth understanding of healthcare operations, with experience managing outpatient clinics or health centers.
- Proficiency in healthcare terminology, managed care programs, and third-party payer systems.
- Strong leadership, communication, and problem-solving skills, with the ability to manage staff and ensure efficient practice operations.
- Experience with data analysis, budget management, and strategic business planning.
- Knowledge of FQHC program requirements and healthcare regulations (OSHA, HIPAA, etc.).
- Ability to work effectively in a diverse, multicultural environment, respecting the values and opinions of others.
- Proficiency in using electronic health record (EHR) systems and office productivity software.
Requirements
Physical Requirements:
- Ability to endure short, intermittent, and/or long periods of sitting and/or standing in performance of job duties.
- Ability to transport oneself to other departments, conference rooms, and occasionally to off-site locations to accomplish job responsibilities, attend meetings, workshops, seminars, etc.
- Ability to accomplish job duties using various types of equipment/supplies, e.g., pens, pencils, calculators, computer keyboard, telephone, etc.
Minimum Qualifications:
- Healthcare Operations Experience with a master’s degree in healthcare or business administration preferred, along with related experience within the healthcare environment.
- Ability to create and manipulate computerized spreadsheets and word processing documents, including creating diagrams and charts to analyze data.
- Must be able to respect the culture, values, and opinions of others and possess the ability to relate warmly to the patients and providers of the center.
- Bilingual preferred.