About Us
We are a rapidly growing, patient-centered specialty healthcare organization committed to delivering the most personalized, comforting, and exceptional patient experiences ever achieved in healthcare. With four specialty clinics in California—San Francisco, Sacramento, and two in the Los Angeles area—we are seeking a seasoned operational leader who embodies a service-first mindset and a passion for elevating every aspect of the patient journey.
Position Summary
The Senior Director of Clinic Operations oversees all in-clinic operational functions across our four California clinics, serving as the organizational leader for approximately 15 in-clinic support staff. While this role is remote, it requires significant on-site presence—up to 50% travel, and possibly more during the first year—to ensure deep familiarity with local operations and effective hands-on management.
This leader will embody “management by example,” driving a culture in which every patient feels like the only patient we serve. The Senior Director will ensure flawless daily operations, uphold the highest service standards, and lead teams in delivering a truly concierge-level healthcare experience.
Key Responsibilities
Operational Leadership & Oversight
- Lead and manage in-clinic operations for four specialty clinics in San Francisco, Sacramento, and Los Angeles.
- Serve as the organizational manager for approximately 15 clinic support staff (excluding billable providers).
- Ensure timely and secure opening/closing procedures, start- and end-of-day workflows, and full staffing coverage for patient arrivals, departures, check-in/out, and clinical flow.
Patient Experience & Hospitality Excellence
- Ensure every patient receives a uniquely personalized, concierge-level experience.
- Instill a culture that anticipates patient needs, preferences, likes, and dislikes—properly documenting this information to elevate future care.
- Ensure all team members deliver patient interactions with unmatched professionalism and hospitality.
- Address and resolve patient concerns immediately (target: <2 hours), whether pre-arrival or in-clinic, collaborating closely with the Patient Advocate team.
- Develop new, creative, concierge-style experiences to enhance patient enjoyment and comfort.
Team Management & Culture Building
- Lead, train, mentor, and hold staff accountable to a 100% patient-centric culture.
- Partner with HR to manage hiring, onboarding, training, performance reviews, recognition, corrective actions, and terminations.
- Model a consistent “management by example” leadership style to reinforce expectations and culture.
Cross-Functional Collaboration
- Partner with senior leadership and cross-functional teams to marshal resources that advance patient care and operational excellence.
- Assist other departments—including Front Office, Scheduling, and Patient Advocacy communications—during peak workloads or staff shortages.
Compliance, Privacy & Regulatory Excellence
- Ensure strict adherence to all clinic policies, procedures, and relevant regulations.
- Oversee full compliance with HIPAA, PHI privacy standards, and patient confidentiality across all staff.
- Maintain oversight of key operational inventories, ensuring proper ordering and replenishment.
