Director of Practice Operations

About the Role

The Director of Practice Operations provides strategic and day-to-day administrative leadership for medical practice operations across Christ Community Health sites. This role ensures that practice operations are consistent, efficient, patient-centered, mission-aligned, and supportive of high-quality clinical care.

The Director leads through Site Managers (directly) and other assigned operational leaders (indirectly) to strengthen clinic workflows, patient access, staff performance, provider support, patient experience, operational accountability, and cross-site consistency. Under the leadership of the CEO, this position partners closely with the CMO, CFO, HR Director, and leaders of clinicians, Quality, Revenue Cycle, IT, Care Coordination, and Dentistry to ensure practice operations support organizational goals and the needs of all stakeholders.

The role requires a strong administrative healthcare leader who can balance operational discipline, clinical environment awareness, compassionate leadership, data-driven decision-making, and mission-centered service. The position is expected to grow with the organization over time and may provide leadership to ancillary or related operational departments as organizational structure and needs evolve.

Responsibilities

• Lead and support Site Managers in the day-to-day operations of medical and pediatric clinic sites.
• Ensure consistent clinic workflows, staffing models, patient flow, rooming processes, visit readiness, and support-service coordination across sites.
• Partner with clinical leadership to improve access, scheduling efficiency, provider support, patient experience, and operational reliability.
• Monitor operational performance indicators and lead improvement efforts related to access, cycle time, service recovery, patient complaints, staff coverage, productivity support, and quality-related operational goals.
• Identify and mitigate barriers to efficient clinic operations, practically and timely with appropriate departments.
• Support standardization of policies, procedures, workflows, and communication practices across clinic sites.
• Supervise, coach, develop, and evaluate Site Managers and other assigned direct reports.
• Build a culture of accountability, trust, transparency, collaboration, and mission-centered service.
• Establish clear expectations for communication, follow-through, staff development, and team performance.
• Help Site Managers strengthen their leadership of medical assistants, phlebotomists, LPNs, front desk staff, and other practice support staff.
• Address performance concerns promptly and fairly in partnership with HR and senior leadership.
• Promote healthy, respectful, and accountable working relationships among providers, managers, and support teams.

Qualifications

Education and Experience

• Bachelor’s degree required, preferably in Healthcare Administration, Business Administration, Nursing, Public Health, or a related field.
• Master’s degree in Healthcare Administration, Business Administration, Public Health, Nursing Leadership, or a related field preferred.
• Minimum of 5-7 years of progressive healthcare operations experience required.
• Minimum of 4-5 years of experience supervising managers, site leaders, or multi-site healthcare teams required.
• Must have experience supervising a minimum of at least 4-5 direct reports simultaneously.
• Strong preference for prior FQHC, community health center, or safety-net healthcare experience.
• Experience in primary care, multi-provider practice operations, or mission-driven healthcare strongly preferred.
• Experience leading clinical support teams, or teams including clinical support staff, is preferred.
• Clinical background and/or clinical operations experience is ideal, but not required.
• Experience with EHR optimization, patient access improvement, and workflow redesign are preferred.

Required Knowledge, Skills, Abilities

• Eager and able to embody the Mission, Vision, and Core Values of CCH.
• Able and willing to demonstrate love, compassion, humility, and genuine care when interacting with patients, staff, providers, managers, and community partners.
• Strong understanding of ambulatory medical practice operations, including patient access, scheduling, staffing models, patient flow, provider support, clinical support workflows, EHR use, and operational performance management.
• Demonstrated ability to supervise managers and lead through others across multiple sites or operational areas.
• Strong interpersonal, verbal, written, and group communication skills.
• Demonstrated ability to build trust, resolve conflict, give clear feedback, and hold leaders accountable.
• Strong analytical, decision-making, problem-solving, and follow-through skills.
• Ability to balance patient experience, staff engagement, provider needs, operational efficiency, quality goals, and financial stewardship.
• Working, hands-on experience using an electronic health record and practice management system required; eClinicalWorks experience highly preferred.
• Proficiency with Microsoft Office, Google Workspace, EHR reporting tools, dashboards, and other operational reporting systems.
• Working knowledge of FQHC operations, HRSA expectations, UDS-related operational measures, value-based care, quality improvement, and community health preferred.
• Ability to lead change in a mission-driven, multi-site healthcare environment.