Senior Director of Operations

Job Summary

The Senior Director of Operations serves as the senior operational leader responsible for the performance, integration, growth, and oversight of Medical, Dental, Behavioral Health, Pharmacy, Mobile Health, patient access, and Call Center operations. Working closely with the Chief Operating Officer (COO), this individual ensures operational excellence, regulatory compliance, patient access, workforce effectiveness, financial sustainability, and quality outcomes across the FQHC.

Essential Functions

• Oversees provider productivity benchmarks, scheduling optimization, workforce planning, visit capacity management, and clinical support staffing strategies designed to maximize patient access and financial sustainability.

• Develop strategies to improve provider utilization, reduce unused appointment capacity, and enhance operational efficiency.

• Utilizes patient access and Call Center data to identify barriers to care and improve continuity of care.

• Establishes and monitors patient access metrics including third-next-available appointment, days-to-appointment, same-day access, no-show rates, patient leakage, and referral completion rates.

• Implements operational strategies to improve appointment availability, continuity of care, and patient satisfaction.

• Led operational initiatives supporting population health management, preventive care delivery, risk stratification, quality incentives, and value-based reimbursement strategies.

• Collaborates with leadership to achieve Uniform Data System (UDS) performance goals and improve clinical quality measures.

• Identifies and implements opportunities for organizational growth, service expansion, patient volume increases, enhanced community impact, and long-term sustainability.

• Develops and implements strategies to increase patient utilization of the organization's onsite pharmacy services.

• Maintains pharmacy utilization trends, prescription capture rates, and operational performance metrics and develop improvement initiatives.

• Identifies opportunities to increase prescription retention within the organization while improving patient convenience and continuity of care.

• Collaborates with Front Desk and Call Center Leads to ensure staffing models support scheduling demand and organizational growth.

• Provides executive oversight of patient access, scheduling, referral management, and Call Center operations.

• Collaborates with Finance and Revenue Cycle leadership to improve charge capture, claim performance, payer outcomes, and overall financial sustainability.

• Overseeing mobile health operations, ensuring regulatory compliance, productivity, community engagement, and alignment with organizational objectives.

• Collaborates with pharmacy leadership to support operational success of pharmacy services and 340B program initiatives.

• Promotes partnership with medical, dental, behavioral health, and care coordination teams to improve patient awareness and adoption of pharmacy services.

• Leads efforts to strengthen integration among medical, dental, behavioral health, pharmacy, and community-based services.

• Maintains staffing levels, vacancy trends, recruitment onboarding efforts, and support staff ratios across departments.