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Head of Operations

Title:  Head of Operations

Company: A physician-owned and private equity-backed company with 50+ clinics

Location: Mid-Atlantic Region

Reporting Relationship:  This position reports to the CEO and Founder.

Specific Responsibilities:  The Head of Operations will work closely with the CEO, Chief Medical Officer, and entire senior management team to drive cost efficiency, and ensure outstanding service levels are achieved in centers. S/he will lead a broad team of 200, inclusive of human resources, medical records, training and development, call center, and clinical staff across the organization, maintaining a positive culture of personal and professional improvement, and an intense focus on patient service and satisfaction. In addition, the Head of Operations will maintain existing systems and infrastructure, providing incremental improvements with minimal disruption. Additional Responsibilities include:

  • Manage clinic level payroll efficiently, balancing employee productivity and staff utilization
  • Patient-centered leadership – maintain a patient-focused culture of service, leading with a sense of confidence, yet low ego needs
  • Work closely with the Chief Medical Officer and Vice President of Sales to maintain existing policies and processes for clinics to ensure the center staff is supporting physicians in delivering high-quality medical care
  • Maintain the strong, positive culture of continuous improvement, which focuses on the quality of care, excellence in service, and attractiveness of the work environment; leverage performance reviews and training/development tools to advance staff personally and professionally
  • Understand the needs and challenges of the physician group and identify ways to reduce complexity; engage at all levels of the organization to understand what makes each group tick
  • Be a part of new center openings to personally engage with staff
  • Develop a firm grasp of staffing models and processes to effectively balance service requirements, associate satisfaction, and costs
  • Utilize existing and develop new position descriptions, call center scripts, and disciplinary policies; refine documents where appropriate based on patient, physician and staff feedback, operational performance, and other factors
  • Identify opportunities to grow top-line revenue by providing the highest levels of service, while simultaneously finding opportunities for cost savings that have little to no impact on customer experience
  • Empower direct reports to lead and inspire their work groups in order to enhance morale and retain the best talent in the industry
  • Build relationships and credibility with the entire leadership team to foster cross-functional collaboration in pursuit of exceptional patient service; provide inspirational leadership by example throughout the company

Qualifications: Qualified candidates must have the following:

  • A minimum of 5 years of management experience in a group medical environment with responsibility for managing diverse front-line and managerial team members
  • At least 3 years management experience in a physician-owned practice; firm grasp of the dynamics of leading within a physician-led organization, and how to partner and build credibility from the top down
  • Experience in a multi-site, geographically disbursed, consumer-facing services company with an intense focus on patient experience
  • Track record of leading through service and developing the team and the organization for the betterment of the whole (patients and employees)
  • Hard working; approachable and down to earth; enjoys being very hands-on; desire to “roll up your sleeves” and understand every aspect of the organization to lead supportively and effectively
  • Ability to impose operational disciplines with an innate respect for the physicians and the sanctity of the physician-patient relationship
  • Current or previous operational oversight of at least 45 sites
  • Ability to easily recognize individual employee strengths and opportunities for improvement, and provides opportunity for promotion or additional training/development
  • Prior success leveraging an agile understanding and use of metrics to drive meaningful activities and results
  • Ability to communicate business jargon into relatable terms; listens and responds to physician needs and suggestions with solutions that serve and simplify
  • Exposure to an array of HR functions and processes, including compensation, organizational planning and development, staffing, succession and retention planning, benefits, training and development, employee relations, internal communications, and HR systems
  • Proven ability to balance vision and near-term tactical plans; success in prioritizing and executing conflicting operational imperatives
  • Cost conscious – can easily provide examples of reducing cost, without compromising quality for the patient or bringing a burden to the organization
  • Demonstrated success maintaining existing processes and infrastructure, adjusting for scale and adding incremental improvements, in support of top line growth and brick and mortar expansion, with minimal disruption to existing workflow or structure

Education: A bachelor’s degree is required; an MBA is preferred.

Compensation: The selected candidate will receive an attractive compensation package, which will be commensurate with experience, and will include a base salary, annual target bonus, and equity.

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