Practice Manager / Site Operations Manager (Concierge Primary Care)

Overview

Private Medical has spent the last 20 years creating a new category of concierge medicine — private medicine — by designing a system that honors the relationship between patients, physicians, and each member of the care team. Based in California, New York, and Florida, our physician-led teams work in concert with our Gynecologists, Naturopathic Medicine Doctors, curated local specialists, elite medical centers, and specialists around the world, to provide relationship focused, evidence-based, longitudinal care to our members and their families. As the Site Operations Manager at Private Medical, you will be the driving force behind the overall success of your designated site. You will be responsible for the seamless day-to-day operations, ensuring the delivery of exceptional care to our valued members and fostering a positive and productive work environment for your team. This role requires a proactive and results-oriented individual with strong leadership, organizational, and problem-solving skills. You will directly manage the Patient Care Administrators (PCAs) and work collaboratively with the Lead Physician and Regional Nurse Manager to uphold our clinical mission and service standards. Our Site Operations Manager for this complex team must have strong and proven people management skills, excellent interpersonal skills, the ability to adapt to individual needs, and a focus on fostering an inclusive and high performing team. Reporting structure: This role will report directly to our VP of Site Operations.

Schedule

This is a full time, onsite role at our Miami Beach location.

Responsibilities

• Oversee all aspects of daily site operations, ensuring efficient workflows and optimal resource utilization to support clinical activities and member needs.
• Provide direct supervision and performance management for Patient Care Administrators (PCAs), including the full employee lifecycle: recruitment, onboarding, training, performance reviews, and off-boarding.
• Develop and manage staff schedules, PTO requests, and coverage plans to ensure adequate staffing levels and uninterrupted service delivery.
• Work closely with the Lead Physician and Regional Nurse Manager as clinical advisors to ensure operational processes align with clinical protocols and facilitate the delivery of high-quality patient care.
• Champion a member-centric approach, ensuring the delivery of exceptional service standards. Proactively address member concerns, manage service recovery efforts, and contribute to member retention strategies.
• Identify site inefficiencies, underperformance, and potential challenges. Escalate these issues to central leadership with proposed solutions and resource needs to drive continuous improvement and site success.
• Maintain a strong and collaborative working relationship with the Lead Physician and Regional Nurse Manager, leveraging their clinical expertise for informed decision-making regarding site operations.
• Cultivate a positive, collaborative, and supportive work environment. Act as the first point of contact for staff concerns and facilitate conflict resolution effectively.
• Ensure the site adheres to all safety, OSHA, and HIPAA regulations and internal policies. Oversee the implementation and maintenance of compliance protocols.
• Partner with leadership to analyze staffing needs, develop efficient and cost-effective staffing models, and implement strategies to ensure appropriate coverage across all clinical sites.
• Manage the site's operating budget, including expenses related to moonlighting, meals, supplies, vendor payments, and employee appreciation initiatives, ensuring responsible resource allocation.
• Lead and participate in quality improvement initiatives, utilizing data to identify trends, implement evidence-based practices, and measure outcomes.
• Maintain the office space, technology, and peripherals in excellent working order and appearance. Collaborate with the Real Estate and Information Technology departments to ensure consistently high standards.
• Actively participate in assigned committees, projects and tasks to support site and organizational needs.

Requirements

• 5+ years of progressive experience in healthcare operations management, preferably in a concierge or private practice setting.
• Bachelor's degree in healthcare administration, business administration, or a