Sr. Director: Operations (Clinic: Cooper Green)

Position Description:
STATEMENT OF VALUES:

Cooper Green Mercy strives to be THE choice for health care in our community. We honor this commitment by embracing our core values of:
• Kindness,
• Inclusion,
• Cleanliness, and;
• Attention to Detail.

GENERAL SUMMARY

The Senior Director of Operations is a key member of the executive leadership team, responsible for overseeing and managing the day-to-day operations of the ambulatory clinic. This role ensures the clinic operates efficiently, meets clinical and financial performance goals, and delivers high-quality, patient-centered care

KEY RESPONSIBILITIES

Operational Leadership & Strategy
• Provide executive oversight of daily operations across all assigned departments to ensure optimal functioning and alignment with clinic mission and strategic goals
• Partner to develop and execute strategic initiatives aligned with the clinic’s mission, vision, values, purpose, and long-term goals.
• Analyze performance data and KPIs to drive continuous improvement in operations, patient experience, and financial performance.
• Lead initiatives to expand services, improve access, and enhance clinic efficiency. Serve as a strategic partner to clinical leadership to support integrated care delivery across service lines.
• Develop, implement, and monitor operational policies, procedures, and protocols.
• Ensure regulatory compliance with healthcare laws, safety standards, and accreditation requirements (e.g., OSHA, HIPAA, Joint Commission).
Leadership & Staff Development
• Lead, mentor, and develop a diverse team of operational managers and staff, fostering a culture of accountability, collaboration, and professional growth. Encourage sustainability and growth in each position. Manage recruitment, performance evaluations, and succession planning within the departments under purview.
• Oversee staffing levels and labor productivity to ensure optimal clinical support. Lead committees and multidisciplinary, collaborative groups to fulfill mission, vision, and execute on strategy.
Patient Experience & Quality
• Lead efforts to improve patient satisfaction and engagement.
• Coordinate with clinical leadership to support quality assurance programs.
• Monitor patient feedback and implement service recovery processes when needed.
• Analyze existing processes and develop strategies for improvement.
• Monitor and report on continuous quality improvement activities.
Financial & Resource Management
• Develop and manage departmental budgets; monitor expenditures, forecast needs, and identify cost-saving opportunities.
• Participate in variance tracking, capital planning and space utilization efforts
Fill Administrator roles and responsibilities as needed.

Position Requirements:
MINIMUM QUALIFICATIONS

• REQUIRED: Independently motivated and able to think strategically and innovatively. Advanced degree in healthcare administration, business administration, nursing, public health, or related field. Five or more years of progressive experience in the healthcare industry in a managerial role within an outpatient clinic, ambulatory care facility, or hospital setting. Five or more years supervising other staff. Experience with, and/or strong knowledge of, public health, government and commercial reimbursement principles, ambulatory clinic operations, and the insurance industry. Experience working in a safety net healthcare environment. Solid knowledge of data analysis and the ability to establish and track key performance indicators. Outstanding organizational and time management skills. Great communication and presentation skills. Problem-solving mindset. In-depth knowledge of business functions to include Human Resources, Finance, Marketing, Information Technology, Facilities, Compliance, Patient Safety, Life Safety, Infection Prevention, and Revenue Cycle. Excellent interpersonal and leadership skills. Relationship builder. Adept at complicated project management and facilitation.

• PREFERRED: Advanced certification related to executive healthcare management (e.g., ACMPE, ACHE, HFMA). Experience working in a robust multispecialty physician’s office or facility. Exposure to, and knowledge of, relevant regulatory compliance and certification standards as associated with NCQA and JCAHO ambulatory and PCMH accreditation. Experience leading complicated projects that include the accomplishment of goals reliant on robust data collection, analysis, and presentation.