Director of Clinic Operations

About the role: 

The Director of Clinic Operations provides strategic and operational leadership across all Heritage Health clinic locations. This role is responsible for clinic access, flow, productivity, staffing effectiveness, patient experience, and operational consistency. The Director oversees Clinic Managers and works in close partnership with Medical Directors, Medical Assistant leadership, Customer Service leadership, centralized services, and executive leadership to remove barriers to care and ensure clinics function as high-reliability, patient-centered systems. 

This position blends traditional FQHC clinic administration with Lean, flow-based operational leadership, drawing from best practices in healthcare, manufacturing, and service operations. The Director ensures clinics have the structure, data, and leadership behaviors needed to deliver safe, timely, and efficient care. 

Why You Should Join our Dynamic Healthcare Team:

Passionate Purpose: We're committed to enhancing lives, every day.

Unmatched Support: We are committed to a fun and supportive team environment.

Balanced Lifestyle: No weekends or holidays, ensuring a healthy work-life balance.

Collaborative Care: Work with a dedicated team to provide the best patient outcomes in the right settings.

Exceptional Rewards: Competitive pay, and benefits

Benefits:

Health Insurance: 100% employer-paid employee coverage for medical, dental, and vision plans for full-time employees.

Life Insurance: Employer-paid for 1x annual salary (optional coverage available for additional cost).

Disability Insurance: Short-term disability insurance based on age & salary. 100% employer-paid long-term disability insurance.

Retirement: 403 (b) plan: Heritage Health matches up to 4% of employee contributions.

Paid Time Off Benefits:

120 hours PTO (Paid Time Off)

56 hours EIB (Extended Illness Bank)

80 hours Company Holidays (for full-time employees)

Employee Assistance Program (EAP): Enjoy free telehealth visits for healthcare, counseling, and health and wellness coaching for all employees and their immediate household members.

• Bachelor’s degree in healthcare administration, business, nursing, behavioral health, or related field (Master’s preferred) 
• 3–5+ years of progressively responsible clinic or healthcare operations leadership experience 
• FQHC / Community Health Center experience strongly preferred 
• Demonstrated experience with quality improvement and operational redesign 
• Ability to pass required background checks 

Your Essential Duties:

Multi-Site Clinic Operations Leadership 

• Provide direct leadership and oversight for Clinic Managers across all locations. 
• Ensure consistent operational standards, workflows, and performance expectations across clinics. 
• Act as the primary operational liaison between clinic sites and senior leadership. 
• Support Clinic Managers in daily problem solving, escalation, and execution of organizational initiatives. 

Access, Flow & Production Management 

• Own clinic-level access and throughput performance, including: 
• Patient wait times 
• Cycle times 
• Third Next Available Appointment (TNAA) 
• Visit completion and no-show trends 
• Use data to identify bottlenecks in front office, rooming, provider flow, and checkout. 
• Partner with scheduling, call center, and centralized services to align demand and capacity. 
• Apply Lean concepts (standard work, visual management, load leveling, real-time rebalancing). 

Lean Management System & Continuous Improvement 

• Design, implement, and sustain a Daily Management System (DMS) across clinics. 
• Establish Leader Standard Work for Clinic Managers and reinforce consistent use. 
• Sponsor and coach PDCA cycles and root cause analysis on recurring barriers. 
• Ensure improvements translate into updated standard work, not one-time fixes. 

Clinic Leadership & Workforce Development 

• Lead, coach, and develop Clinic Managers as frontline operational leaders. 
• Support Clinic Managers in: 
• Performance management 
• Staff development 
• Training and onboarding 
• Staffing models and coverage planning
• Foster a cooperative, respectful, and accountable work environment consistent with Heritage Health values. 

Financial & Resource Stewardship 

• Oversee clinic budgets, labor utilization, and productivity performance. 
• Monitor financial drivers including visit volume, staffing efficiency, overtime, and supply usage. 
• Ensure economical use of facilities, equipment, and supplies. 
• Partner with finance and clinic leadership to address performance gaps. 

Compliance, Quality & Safety 

• Ensure clinics operate in compliance with: 
• HRSA/FQHC requirements 
• Federal and state regulations 
• Organizational policies and procedures 
• Support and participate in quality improvement initiatives.
•  Reinforce a culture of safety and readiness for audits and site visits. 
• Collaborate with facilities leadership on building, equipment safety, and maintenance. 

Cross-Functional Integration 

• Coordinate clinic operations with centralized services including: 
• Billing 
• Call Center 
• Referrals 
• Care Management 
• Partner with clinical leadership in a dyad leadership model. 
• Support system-wide projects, pilots, and operational redesign efforts. 
• Regular and predictable attendance is an essential function of this position. 
• Performs miscellaneous job-related duties as assigned. 

Your Essential Leadership Duties

• Fosters a person-centered environment and culture to meet the organization’s mission, vision, and values. 
• Accountable for fostering an environment and culture that focuses on fulfilling the organization’s mission, vision, and values through collaboration.  
• Leads and mentors direct reports so that they have the tools and resources needed to partner efficiently with each other, employees and community partners. 
• Practices effective communication with active listening, adaptability, empathy, and transparency. 
• Leads by an example of self-awareness and curiosity by proactively seeking feedback and modifying behavior accordingly. 
• Ensures every member of the team works to their fullest potential by driving engagement, accountability, setting goals, and providing direction. 
• Fosters a trust-based work environment as a leader by modeling dignity, respect, fairness, and confidentiality. 

Your Success Factors

• Strong systems thinking and operational judgment 
• Ability to lead through influence and coaching 
• Data-driven decision making 
• Deep understanding of clinic operations and patient flow 
• Financial, staffing, and productivity acumen 
• Excellent communication across diverse teams 
• Comfort operating in ambiguity and complexity 
• Lean mindset with respect for people