Operations Manager

About the role

The Operations Manager provides strategic, operational, and administrative oversight for an assigned region, ensuring exceptional patient care through efficient workflows and seamless coordination across administrative and clinical departments within assigned locations. This role optimizes daily operations, improves patient flow, and identifies workflow challenges to recommend process improvements.

The Operations Manager partners with physicians, organizational leadership, and Clinical Nurse Managers to advance operational efficiency, quality outcomes, patient satisfaction, and financial performance while fostering a culture of empowerment, accountability, collaboration, professionalism, urgency, and continuous improvement.

Responsibilities

• Provide leadership and oversight of daily office functions, patient flow, scheduling processes, and administrative workflows to support efficient operations.
• Serve as the primary operational liaison between assigned site locations and the Director of Administrative Operations.
• Provide direct daily oversight to front office staff, including participating in employment decisions, monitoring staffing, and addressing performance issues through coaching, counseling, corrective actions, and performance evaluations.
• Ensure staff consistently follow organizational policies, site protocols, customer service expectations, and compliance requirements.
• Develop and maintain job knowledge to perform essential front office responsibilities, including patient check-in, registration, check-out, and other administrative tasks.
• Standardize administrative workflows and best practices while identifying challenges and recommending improvements.
• Serve as the administrative leader for patient care issues, operational challenges, and emergency response.
• Lead and develop Office Coordinators as direct reports across multiple regional locations, including onboarding, cross-training, and competency development.
• Collaborate with executive leadership on workforce, recruitment, retention, and succession strategies.
• Partner with Human Resources and executive leadership on performance management and organizational change initiatives.
• Facilitate effective communication between staff and leadership while implementing operational initiatives and organizational changes.
• Lead, coach, and develop staff to promote accountability, engagement, and professional growth.
• Foster a positive, collaborative culture that supports organizational goals and exceptional patient care.
• Partner with executive leadership to advance quality, patient safety, and regulatory initiatives.
• Ensure compliance with HIPAA requirements and other organizational policies and procedures.
• Collaborate with Compliance and Risk Management to resolve operational issues and address concerns.
• Partner with executive leadership in budget planning, financial stewardship, and resource allocation.
• Monitor staffing, productivity, supply utilization, and operational performance.
• Maximize time of service and balance collections at the front desk.
• Promote a culture of exceptional patient service and compassionate care.
• Respond to and resolve complex patient inquiries and concerns in collaboration with providers and executive leadership.
• Monitor patient satisfaction and implement service improvement initiatives.
• Participate in organizational planning, leadership meetings, and cross-functional initiatives.
• Lead implementation of new administrative programs, technology, and operational improvements.
• Support practice growth and standardization across assigned office locations and the entire practice.
• Serve as a liaison between providers, administrative and clinical staff, and executive leadership.
• Participate in educational and professional development sessions facilitated by Human Resources and executive leadership.
• Facilitate administrative staff development to promote internal growth within the organization.
• Perform other duties, assignments, and special projects as requested by executive leadership.

Requirements

• Bachelor’s degree preferred or equivalent professional experience.
• At least three years’ experience supervising clerical/administrative staff in a healthcare operations setting.
• At least three years’ experience working with an EHR (Electronic Health Record).
• Strong healthcare operations knowledge and time management skills.
• Ability to prioritize tasks appropriately and manage conflict as well as difficult conversations.
• Ability to think critically and make decisions with a sense of urgency.
• Ability to effectively manage competing priorities across multiple site locations.
• Ability to lead through organizational change.
• Ability to maintain confidentiality and exercise sound judgment.

Preferred Qualifications

• Strong leadership and team management skills.
• Proficiency with Electronic Health Record (EHR) systems.
• Proficiency with Microsoft Office Production Suite (Outlook, Teams, Word, Excel).
• Thorough understanding of HIPAA and other regulatory requirements.
• Demonstrated experience managing complex practice/site operations, departments, or multiple locations.
• Experience working collaboratively with physicians and advanced practice providers.
• Three or more years of leadership or management experience overseeing administrative operations.

Physical Requirements

• Ability to sit, stand, and walk throughout the workday.
• Visual and hearing acuity required to receive and act on instructions, use a telephone, and operate a computer.
• Requires repetitive hand motion (keyboarding and operating a mouse).
• Requires frequent travel between assigned locations.
• Must be able to move throughout clinical and administrative practice environments.
• Ability to lift and/or move items weighing up to approximately 25 pounds.
• May occasionally require work outside of normal business hours to address urgent operational needs, practice openings, system implementations, or other organizational priorities.

Benefits

• Full benefits package including competitive compensation.
• Health insurance.
• Paid time off (PTO).
• Retirement plan.
• Personal development support.

Pay

Compensation range: $82,000.00 - $99,250.00, based on experience.