Associate Operations Director

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About the role

The Associate Operations Director (AOD) provides strategic and operational leadership for Senior-Focused Primary Care operations across a market, typically overseeing 5–10 centers. This role is accountable for driving center performance, operational excellence, growth, and a consistent, patient-centered experience. The AOD partners closely with clinical dyad leadership to align operational priorities with clinical outcomes and enterprise initiatives, including quality performance, HEDIS/STARs, AHCA compliance, patient access and scheduling, financial management, patient engagement, recruitment and hiring, and employee and patient retention.

This is an on-site field leadership role and is not remote. The AOD is responsible for regularly visiting and supporting all clinics within the Nashville, Tennessee market. Specific responsibilities may vary by market or center based on local leadership needs and business priorities.

Responsibilities

Leadership, Operations, and Organizational Management

• Lead clinical operations across assigned centers, ensuring strong operational performance, financial discipline, and alignment with organizational goals.
• Manage financial performance, including Profit & Loss outcomes, expense controls, supply ordering, invoices, VSP resources, and key financial levers that support business results.
• Monitor and analyze operational and performance metrics, including membership, retention, patient engagement, access, scheduling, referral turnaround time, phone abandonment rates, alignment changes, cost and utilization trends, HCC coding, NPS scores, and other key performance indicators.
• Use data analytics, scorecards, and performance reporting to identify opportunities, drive accountability, and support continuous improvement.
• Supervise, coach, and evaluate operational staff, including setting performance expectations, managing schedules, supporting change management, and developing internal leaders.
• Partner with Market Center Administrators, Medical Leadership, Community Engagement Professionals, and providers to support growth strategies, retention efforts, and targeted community investments.
• Ensure healthcare professionals are trained in Value-Based Care principles and that VBC strategies are embedded into daily operations.
• Participate in monthly leadership and financial reviews, presenting complex information clearly and facilitating discussions that connect strategy, operations, and financial outcomes.
• Ensure adherence to standard operating procedures, compliance requirements, required signage, incident reporting processes, and facility maintenance protocols.
• Represent CenterWell in community and media activities while partnering with recruitment teams to build a pipeline of high-quality primary care clinicians, including physicians, APPs, medical assistants, and other clinical professionals.

Clinical Operations and Patient Experience

• Lead outpatient care teams in delivering a consistent, high-quality patient experience that strengthens patient satisfaction and the organization’s reputation in the community.
• Promote a patient-centered culture focused on access, outcomes, service recovery, and continuous improvement.
• Monitor patient satisfaction trends, Google reviews, NPS scores, and other feedback channels to identify and address opportunities.
• Partner with Medical Leadership to address clinician performance concerns and define appropriate action plans.
• Integrate Value-Based Care principles into clinical operations to improve patient outcomes, utilization, and overall center performance.
• Conduct and oversee monthly safety audits, including MSDS and OSHA requirements, while addressing clinic operational risks and compliance opportunities.
• Collaborate with providers and compliance teams on patient terminations in accordance with applicable regulations and organizational policy.
• Maintain awareness of the competitive healthcare environment and escalate market concerns as appropriate.
• Ensure monthly payor directory audits are completed, and provider information is accurate, escalating necessary updates to the Market President.

Dyad Partnership

• Collaborate with Medical Leadership to establish shared goals, maintain consistent communication, and support unified decision-making across clinical and operational teams.
• Align on performance management, clinical and operational strategies, growth initiatives, sales and retention tactics, and team communication.
• Partner on budgeting, strategic planning, provider staffing, service planning, and expected operational and clinical outcomes.
• Review utilization trends and provider schedules to ensure appropriate patient access, balancing new patient appointments with acute needs for existing patients.
• Monitor, communicate, and review incentive and performance plans, including biannual evaluations as appropriate.
• Partner on performance management and disciplinary matters involving clinical or operational teams, ensuring alignment with leadership expectations and organizational standards.

Requirements

• Must be able to work across all Tennessee CenterWell clinics.
• 5+ years of management experience in clinical care or related field, with experience driving results in a full-risk VBC environment.
• Demonstrated knowledge of healthcare regulations, compliance, and managed care.
• Skilled in EMR systems, self-directed analytic platforms, and other relevant software tools.
• Current CPR certification or certification within 90 days of hire date.
• Proven interpersonal skills with the ability to interface effectively both internally and externally with a wide range of people including physicians, office staff, hospital executives, medical groups, IPAs, community organizations, and other health plan staff.
• Must have a valid driver’s license as there will be travel between centers.

Preferred Qualifications

• Bachelor's degree or equivalent experience preferred. Degree preferably in Business Administration, Healthcare Administration, or a related field; or, in lieu of a bachelor’s degree, 10+ years of healthcare experience.
• Basic knowledge of Population Health and how it comes to life in a global risk primary care environment.
• Familiarity with Medicare and Risk model.
• Experience managing a budget of $1M+.

Benefits

Humana offers a variety of benefits to promote the best health and well-being of our employees and their families. We design competitive and flexible packages to give our employees a sense of financial security—both today and in the future, including:

• Health benefits effective day 1.
• Paid time off, holidays, volunteer time, and jury duty pay.
• Recognition pay.
• 401(k) retirement savings plan with employer match.
• Tuition assistance.
• Scholarships for eligible dependents.
• Parental and caregiver leave.
• Employee charity matching program.
• Network Resource Groups (NRGs).
• Career development opportunities.

Pay

The pay range for this role is $104,000 - $143,000 per year. This job is eligible for a bonus incentive plan based upon company and/or individual performance.

Schedule

Scheduled weekly hours: 40.

About Us

About CenterWell Senior Primary Care: CenterWell Senior Primary Care provides proactive, preventive care to seniors, including wellness visits, physical exams, chronic condition management, screenings, minor injury treatment, and more. Our unique care model focuses on personalized experiences, taking time to listen, learn, and address the factors that impact patient well-being. Our integrated care teams, which include physicians, nurses, behavioral health specialists, and more, spend up to 50 percent more time with patients, providing compassionate, personalized care that brings better health outcomes. We go beyond physical health by also addressing other factors that can impact a patient’s well-being.

About CenterWell, a Humana company: CenterWell is a leading healthcare services business focused on creating integrated and differentiated experiences that put our patients at the center of everything we do. The result is high-quality healthcare that is accessible, comprehensive, and, most of all, personalized. As the largest provider of senior-focused primary care, a leading provider of home healthcare, and a leading integrated home delivery, specialty, hospice, and retail pharmacy, CenterWell is focused on whole health and addressing the physical, emotional, and social wellness of our patients. CenterWell is part of Humana Inc. (NYSE: HUM). Learn more about what we offer at CenterWell.com.

This role is considered patient-facing and is part of Humana's Tuberculosis (TB) screening program. Candidates selected for this job will be required to be screened for TB. Candidates will also be required to adhere to Humana’s flu vaccine policy.