Director of Operations

The Director – Clinics Operations is responsible for driving operational excellence, service quality, and financial performance across all clinics. The role ensures consistent delivery of safe, efficient, patient-centered care while optimizing resources, standardizing processes, and supporting strategic growth initiatives in alignment with organizational objectives.

Key Responsibilities

1. Clinic Operations & Performance

• Oversee day-to-day operations across clinics to ensure smooth, efficient, and compliant service delivery.
• Drive operational KPIs including patient flow, utilization, wait times, productivity, and service quality.
• Ensure standard operating procedures (SOPs) are consistently implemented and adhered to across clinics.
• Identify operational gaps and lead corrective actions to improve efficiency and patient experience.

2. Financial & Business Performance

• Own operational budgets for clinics, including cost control and resource optimization.
• Monitor revenue drivers, productivity metrics, and expense trends; implement improvement initiatives.
• Support business case development for new services, clinics, or operational enhancements.
• Partner with Finance to track performance against targets and address variances.

3. Patient Experience & Quality

• Ensure high standards of patient experience, safety, and clinical quality in collaboration with Medical and Quality teams.
• Monitor patient feedback, complaints, and service recovery actions.
• Drive initiatives to improve access, continuity of care, and overall patient satisfaction.

4. People Leadership & Workforce Management

• Lead, coach, and develop clinic managers and operational teams.
• Ensure appropriate staffing models, rosters, and productivity standards are in place.
• Partner with HR on workforce planning, performance management, engagement, and capability building.
• Foster a culture of accountability, collaboration, and continuous improvement.

5. Stakeholder & Physician Management

• Act as a key operational partner to physicians and clinical leaders, addressing operational barriers to care delivery.
• Build strong relationships with internal stakeholders (Medical Affairs, HR, Finance, Performance, Quality).
• Support physician engagement and alignment with operational and patient experience objectives.

6. Governance, Compliance & Risk

• Ensure compliance with healthcare regulations, licensing requirements, and internal policies.
• Oversee readiness for audits, inspections, and accreditation processes.
• Identify operational risks and implement mitigation plans in collaboration with relevant teams.

7. Transformation & Continuous Improvement

• Lead operational transformation initiatives
• Drive standardization and best-practice sharing across clinics.
• Use data and dashboards to inform decisions and improve outcomes.
• Support pilot programs and scale successful initiatives across the network.

Qualifications & Experience

• Bachelor’s degree in healthcare management, Business Administration, or a related field.
• Master’s degree (MBA, MHA, or equivalent) preferred.
• A minimum of 12-15 years of experience in healthcare operations, with multi-site clinic or hospital experience.
• Proven track record in operational performance improvement and people leadership.
• Experience working in a regulated healthcare environment.