Director of Regional Operations
hace 1 día
Santa Clara
Director of Regional Operations Reporting to: COO Work Location: On-site / Multi-location, Regional FLSA Classification: Exempt The Director of Regional Operations leads both the day-to-day clinical operations and the strategic business performance of assigned practice locations within the region. This role combines on-the-ground ownership of clinic workflow execution, patient care environment, and front-line operational consistency with accountability for the administrative, financial, and strategic initiatives that drive long-term performance and growth. The Director of Regional Operations serves as a critical partner to the COO and is the senior operational leader in market, translating organizational priorities into effective clinic-level execution while also owning performance levers such as provider scheduling strategy, P&L accountability, schedule utilization, new patient volume, capital and equipment planning, physician contract administration, credentialing, revenue cycle coordination, vendor and lease management, accounts payable oversight, tuck-in integration support, and market growth initiatives. This position will lead a small team of managers and be equipped with a strong business acumen and operational discipline together with hands-on clinic leadership, ensuring the region is positioned for strong financial, operational, and patient-experience performance. Key Responsibilities This role carries two closely connected areas of accountability: on-the-ground Clinic Operations, and the Business Operations functions that sit adjacent to, but materially influence, daily clinic performance. Clinic Performance & Operational Excellence • Own overall operational and financial performance across all market locations, including productivity, patient volume, patient experience, and cost management., • Establish and monitor key performance indicators (KPIs) for each site (e.g., patient wait times, no-show/cancellation rates, provider utilization, staff productivity) and drive accountability for results through the Clinical and Administrative Managers., • Conduct regular site visits across all locations, with a strong operating cadence at the two flagship sites, to assess performance, coach managers, and ensure consistent execution of standards., • Identify operational inefficiencies and lead process improvement initiatives to standardize best practices across the market., • Partner with Clinical and Administrative Managers to resolve escalated patient, staff, and operational issues. Scheduling & Patient Access • Ensure clinic schedules across all locations are optimized for provider capacity, patient access, and revenue generation., • Monitor scheduling templates, appointment mix, and patient flow, partnering with Managers to resolve bottlenecks and reduce patient wait times., • Drive initiatives to improve schedule density, reduce gaps and no-shows, and maximize same-day/urgent access where appropriate. Vendor Management & Contracts • Own local and regional vendor relationships (e.g., equipment, facilities/janitorial, medical supply, hearing aid/audiology vendors, staffing agencies) in coordination with parallel procurement/ and supply chain processes.., • Negotiate, review, and manage vendor contracts and service level agreements (SLAs) to ensure cost-effectiveness and quality of service., • Monitor vendor performance and hold vendors accountable to agreed-upon KPIs, escalating and resolving underperformance., • Partner with Finance and Parallel leadership on vendor budgeting, renewals, and contract compliance. Local Market Strategy & Growth • Develop and execute a local market strategy that supports organizational growth targets, including site performance, service line expansion, and competitive positioning., • Analyze local market dynamics – competitor activity, referral patterns, demographic trends, payer mix – to identify growth opportunities and risks., • Partner with executive leadership on decisions related to new site development, service line additions, or site consolidation/closure within the market., • Support integration of tuck-in acquisitions or practice expansions, helping align workflows, vendors, systems, and business operations with broader organizational standards., • Lead or support strategic projects that improve scalability, performance, and alignment across the merged or expanding practice platform., • Build and maintain relationships with key local referral sources, community organizations, and business partners to strengthen market presence. Provider Hiring & Onboarding • Work closely with partner positions and Human resources to identify staffing needs and support recruitment of physicians and advanced practice providers for the market., • Participate in candidate interviews and site visits, serving as an ambassador for the practice and market during the recruitment process., • Own the local onboarding experience for new providers, ensuring timely credentialing, EMR/systems setup, schedule build, and integration into the clinic team., • Monitor new provider ramp-up and productivity, providing operational support to accelerate time to full schedule. Financial Performance • Own market-level financial performance, including revenue, expense management, and contribution margin., • Accountable for creation and facilitation of monthly operating reviews., • Review monthly financial and operational reports with each site and develop corrective action plans for underperforming locations., • Partner with revenue cycle leadership and related support teams to monitor performance, resolve barriers, and improve collections and reimbursement outcomes., • Manage the market's operating budget and capital requests, ensuring appropriate ROI on investments. Marketing & Community Engagement • Partner with the Marketing team to execute local market initiatives, including provider launch campaigns, community outreach, referral marketing, and digital/local advertising., • Represent the practice at community events, health fairs, and provider/referral networking events to build brand awareness and drive patient volume., • Provide market-level insight to Marketing on messaging, competitive positioning, and campaign effectiveness. Team Leadership & Development • Directly manage, coach, and develop Clinical Managers and Administrative Managers, setting clear performance expectations and conducting regular one-on-ones and performance reviews., • Build a strong bench of operational leadership talent across the market, including succession planning for key roles., • Foster a positive, accountable, patient-first culture across all locations; lead change management for new initiatives, systems, or policies., • Support Clinical and Administrative Managers in front-line staff hiring, performance management, and employee relations issues, escalating to HR as needed. Qualifications ● Bachelor's degree required; master's degree in healthcare administration, business, or a related field preferred. ● Minimum of 6–8 years of progressive healthcare operations, business operations, or practice leadership experience preferred. ● Prior experience overseeing both clinical/ambulatory operations and business or financial functions in a specialty or multi-site healthcare setting strongly preferred; ENT or specialty practice experience a plus. ● Strong financial and operational acumen, including experience working with P&Ls, utilization metrics, provider schedules, and business performance indicators. ● Demonstrated ability to manage multiple operational priorities in a fast-paced clinical environment while also leading cross-functional business initiatives. ● Strong organizational, analytical, problem-solving, and interpersonal skills. ● Ability to work cross-functionally with providers, APPs, clinical staff, finance, legal, revenue cycle, credentialing, and administrative teams. ● Excellent communication skills with the ability to influence stakeholders and drive accountability at both the clinic and business level. ● Proficiency with practice management systems, scheduling platforms, reporting tools, and business performance analytics. ● This role is primarily performed in an office and clinic environment and requires regular on-site presence. Multi-location support may be required based on operational need. ● Must be able to occasionally lift and/or move up to 25 pounds. This role requires frequent sitting, with occasional standing and walking. Regular use of hands and fingers for computer work is required, along with prolonged viewing of a computer screen. Travel Required ● In-state travel between clinic locations is required. Equal Employment Opportunity Statement We are committed to fostering a diverse and inclusive workplace. The Company is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, veteran status, disability, age, or any other legally protected characteristic. Success Measures Success in this role will be measured by the individual's ability to maintain smooth day-to-day clinic operations, support high-quality patient flow and access, and serve as a dependable leader for clinic-based teams and providers — while also improving business performance, strengthening provider productivity and access strategies, and driving forward the strategic initiatives that support practice growth and financial health. This role should bring structure, ownership, and forward-thinking leadership across both the clinical and business dimensions of the region, from the in-clinic patient and staff experience to the financial and operational health of the broader practice platform.
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