Job Description

Position Summary

The Site Lead serves as the on-site operational leader for a pain clinic, ensuring smooth daily execution of all front- and back-office functions. This position is responsible for coordinating patient flow, managing staff communication, and upholding practice standards for clinical efficiency, patient experience, and regulatory compliance. The Site Lead functions as the bridge between the local practice and corporate support teams, ensuring alignment with operational playbook and performance goals.

Key Responsibilities

Operational Leadership

Coordinate daily workflow, patient flow, and staff communication to ensure efficient and organized clinic operations. Serve as the first point of contact for day-of staff questions, troubleshooting, and issue resolution. Maintain clinic readiness each day, ensuring compliance with safety, cleanliness, and regulatory standards. Partner with the Regional Business Manager and corporate operations to execute daily, weekly, and monthly operational goals.

Patient & Staff Experience

Ensure a positive, brand-consistent experience for every patient interaction within the clinic. Drive patient satisfaction through proactive communication, reduced wait times, and service recovery when needed. Foster a supportive and collaborative work environment that reflects Resolve's culture and values. Address staff concerns promptly and escalate issues appropriately when necessary.

Team Management & Development

Hire, train, coach, and evaluate front-office and support staff within the Resolve Talent Management framework. Conduct regular team huddles to review goals, patient volume, and operational updates. Monitor employee time cards, approve schedules, and manage time-off requests. Support employee engagement and retention through clear expectations, recognition, and accountability.

Administrative & Financial Oversight

Track and help drive daily operational metrics including no-show rates, provider schedule utilization, and patient wait times. Manage supply ordering and ensure cost-effective inventory control. Review and submit employee timecards accurately and on schedule. Serve as the on-site liaison between the clinic and corporate teams (People & Culture, IT, Revenue Cycle, Compliance, Facilities, etc.).

Qualifications

3+ years of multi-site healthcare operations leadership experience, preferably in outpatient or specialty care settings Strong financial acumen with experience managing P&Ls and operational KPIs Demonstrated success leading and developing high-performing teams Working knowledge of healthcare regulatory requirements and compliance standards Excellent interpersonal, communication, and problem-solving skills Proficient in EHR systems and Microsoft Office Suite

Key Performance Indicators (KPIs)

Revenue performance and net collection rate Patient throughput and provider schedule utilization Staff turnover and engagement Patient satisfaction and no-show rate Budget adherence and cost per encounter Operational compliance audit scores



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