Job Description

Position Summary

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The Director of Operations (DOO) is a key member of the leadership team responsible for overseeing the Operations/Client Services Division across all clinics. This role ensures that every clinic meets organizational productivity, billable hour, and service delivery targets through strong operational workflows, team leadership, KPI monitoring, and collaboration with the Clinical Division.


The Director of Operations creates and maintains efficient business processes, ensures consistent and healthy growth across all locations, strengthens communication across divisions, and drives team performance through remote and on-site coaching. This position requires deep understanding of healthcare operations, customer service excellence, and multi-clinic management.


No one operates independently in this company--

communication, collaboration, alignment, and unity are essential.

Essential Responsibilities

1. Leadership & Team Management

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Oversee Senior Office Managers and their teams of 2-5 front desk and scheduling staff per clinic. Provide daily leadership, coaching, and direction to ensure each clinic meets billable hour and operational targets. Conduct daily check-ins and weekly 1:1s with Office Managers with an emphasis on performance, KPI review, and professional development. Establish a culture of accountability, teamwork, customer service excellence, and proactive problem solving. Drive team performance through both

remote leadership via Google Meet

and on-site visits when necessary. Ensure teams meet deadlines, complete required tasks, and follow consistent operational workflows.

2. Operational Workflow Design & Optimization

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Create, document, and refine functional workflows for all operations-related processes. Identify broken or inefficient processes and develop solutions that enhance clinic efficiency, patient experience, and productivity. Lead pilot tests for new processes (e.g., testing workflow improvements in a single clinic) before system-wide rollout. Update decision trees, SOPs, and workflow documentation in the shared repository and Jira for universal use. Maintain alignment and unity with the Clinical Division to ensure high-quality, coordinated patient care.

3. KPI Ownership & Performance Management

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The Director of Operations is responsible for

full oversight of all Operations-related KPIs

, including but not limited to:

Daily Billable Hour Targets Productivity > 80% Cancellation Rate < 15% Arrival Time & Wait Time Metrics Scheduling Efficiency Customer Service Responsiveness
###

Weekly KPI Duties

Review KPI trackers for each clinic and lead targeted improvement strategies. Facilitate weekly 1:1s with Office Managers to evaluate trends, performance data, and operational needs. Flag metrics that fall below target and initiate corrective actions immediately.

4. Project Management & Organizational Alignment

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Oversee Operations Division projects through Jira, ensuring tasks, updates, and deadlines are consistently maintained. Monitor project progress weekly and ensure alignment with organizational goals. Collaborate laterally across departments (Therapy, RCM, Marketing, HR, IT, Recruiting, Finance, Scheduling) to ensure integrated systems and workflows

5. Reporting & Executive Communication

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Provide daily, weekly, and monthly reports to the COO and CEO, including billable hour progress, productivity status, cancellations, and urgent issues. Maintain transparent, consistent communication upward in the org board, ensuring executives are informed of: + Successes
+ Needs
+ Risks
+ Staffing issues
+ Process breakdowns
+ Project updates
Attend weekly COO meetings to review operational performance, project progress, and strategic initiatives. Execute COO-directed solutions and coordinate corrective actions with department leads

6. Escalation & Issue Resolution

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Identify issues that affect KPIs, productivity, or customer experience and escalate them promptly. Propose actionable solutions supported by data and root-cause analysis. Escalate staffing or resource capacity issues to HR and the COO. Ensure that no issue remains unresolved, and all teams follow established processes

7. Culture, Communication, & Collaboration

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Promote unity between the Operations and all other company Divisions and especially the Clinical Division, supporting a collaborative, aligned, patient-focused culture. Reinforce company values in daily interactions and leadership practices. Maintain strong cross-functional partnerships to support successful execution of business strategies

Qualifications

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3-5+ years of experience in healthcare operations, multi-site management, or clinic operations leadership. Strong understanding of healthcare workflows and the importance of interdisciplinary coordination. Demonstrated success managing teams through remote and on-site leadership methods. Advanced skills in data interpretation, KPI management, and performance coaching. Excellent communication skills--verbal, written, executive reporting. Ability to identify operational problems, create logical solutions, and implement them effectively. Proficiency in digital tools: Google Suite, Jira, EMR systems, KPI dashboards. Strong organizational and project management skills with the ability to meet deadlines consistently.

Valuable Final Product (VFP) of the Director of Operations

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A smoothly running Operations Division that consistently meets or exceeds billable hour targets, maintains excellent customer service, executes efficient workflows, and supports the unified success of all clinics through strong leadership and proactive problem-solving.

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