Job Title: Director of Operations
Department: Medical Center Operations
Reports to: President of Center Operations
FLSA Status: Exempt
Location: Must live in Central Florida, 75% travel to medical centers (Tampa to Orlando)
Overview
The Director of Operations is senior level role responsible for overseeing the central Florida’s region day-to-day primary care clinic operations, ensuring that the operations team meets all KPIs and performance deliverables. The Director of Operations will lead the operations managers’ team and ensure the delivery of high-quality primary care services and operational optimization in alignment with Palm Medical Center’s company values and mission. Medical centers span from Tampa to Orlando. Expectation is that Director will be in the field and visiting centers 75% of the time. This is a highly visible role, responsible for developing and overseeing practice management and operational leadership. The Director will meet with Physicians and Nurse Practitioners often to ensure their needs are being met. Key leadership competencies include aligning, planning, directing, and delegating work, building effective teams, and leading change. This role directly reports to the President of Operations.
Key Duties & Responsibilities:
Operational:

• Visiting medical centers and staff 75% of the time (From Tampa to Orlando)
• Ensures that all medical centers are operating and meeting KPIs and other performance deliverables.
• Meet regularly with physicians and nurse practitioners to ensure they are being effectively supported to achieve their KPIs. Provider satisfaction and retention is a critical KPI.
• Hires, coaches, and trains new Operations Managers and staff on all aspects of operations.
• Consistently works with the Operations Managers to review providers' schedules and the operational practices to identify weaknesses and opportunities for improvement within each individual office and compliance to designated goals and performance protocols.
• Develops and implements policies and procedures that will improve day-to-day operations.
• Ensures Operations Managers and Administrators are communicating via appropriate channels about any operational issues and works directly with other department leaders to bridge any gaps.
• Ensures work environments are adequate and safe.

Customer Service:

• Provides ongoing training to staff to achieve exceptional patient experience through principles that improve patient satisfaction and retention.
• Improves patient service and satisfaction through policy and procedural changes by analyzing patient satisfaction data and making business improvement recommendations.

Compliance:

• Ensures the operations management team thoroughly inspects and maintain all compliance practices and address follow up items in a timely fashion.
• Ensures the operations management team has all staff members complete legally required or internally mandated training for OSHA, HIPPA, and any ongoing training requirements.
• Performs other tasks as requested by the President of Operations.
• Performs facility reviews to ensure each office is compliant with all OSHA and healthcare laws and follows all policies and procedures established by Palm Medical Centers.

Supervisory Responsibilities:
 

• Supervises operations managers.
• Assists the President of Operations in providing a daily operational cadence to improve the effectiveness and efficiency of key operational processes and procedures.
• Supports the operations management team in building a well-staffed, highly functioning, caring medical office team.
• Ensure training and staffing models are maintained at each center.
• Consistently provides performance and coaching feedback in a timely and documented manner.
• Conducts routine meetings with the operations management team to communicate and activate key regional and corporate priorities with an eye toward establishing clear performance metrics that the offices can use to rapidly assess performance, diagnose gaps, and implement changes to close performance gaps.
• Conducts performance evaluations that are timely and constructive.

Required Skills/Abilities:
 

• Proven ability to build high performing teams
• Ability to effectively manage relationships and constructive conflict with Providers
• Strong ability to manage staff conflict
• Proven record of monitoring key practice success measures and building a specific plan for progressive improvement.
• Ability to work with a diverse group of people, developing highly productive working teams through mentoring and training.
• Strong computer skills including Microsoft Office and other business analytics systems.
• Superior patient services skills and successful record of patient relations management.
• Excellent written and verbal communication skills.
• Ability to work independently and professionally in a dynamic, challenging environment.
• Experience managing budgets and delivering information from P&L statements and producing strong results and growth.
• Provide a coaching approach to successfully identify and resolve a variety of conflicts across their teams; mitigate risk and resolve personnel and operational issues.
• Ability to manage highly sensitive and confidential information with discretion and in a manner that inspires confidence and trust.
• Proven ability to manage multiple projects with correct prioritization and time management skills.

Education and Experience:

• Bachelor’s degree in healthcare administration, business administration, or related field is preferred. A minimum of 6 years’ experience in operations management in healthcare (Medicare advantage experience is highly preferred) or related field is required; and a minimum of 3 years’ supervisory experience directing and leading team(s) is required.

Physical Requirements:
 

• May require prolonged period of standing, walking and bending.
• Prolonged period sitting at a desk and working on a computer.
• Ability to move/lift up to 15 pounds at times.
• Ability to travel to multiple worksites is required.

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