The Director Clinics Operations is responsible for driving operational excellence, service quality, and financial performance across all clinics. The role ensures consistent delivery of safe, efficient, patient-centered care while optimizing resources, standardizing processes, and supporting strategic growth initiatives in alignment with organizational objectives.
Key Responsibilities
1. Clinic Operations & Performance
- Oversee day-to-day operations across clinics to ensure smooth, efficient, and compliant service delivery.
- Drive operational KPIs including patient flow, utilization, wait times, productivity, and service quality.
- Ensure standard operating procedures (SOPs) are consistently implemented and adhered to across clinics.
- Identify operational gaps and lead corrective actions to improve efficiency and patient experience.
2. Financial & Business Performance
- Own operational budgets for clinics, including cost control and resource optimization.
- Monitor revenue drivers, productivity metrics, and expense trends; implement improvement initiatives.
- Support business case development for new services, clinics, or operational enhancements.
- Partner with Finance to track performance against targets and address variances.
3. Patient Experience & Quality
- Ensure high standards of patient experience, safety, and clinical quality in collaboration with Medical and Quality teams.
- Monitor patient feedback, complaints, and service recovery actions.
- Drive initiatives to improve access, continuity of care, and overall patient satisfaction.
4. People Leadership & Workforce Management
- Lead, coach, and develop clinic managers and operational teams.
- Ensure appropriate staffing models, rosters, and productivity standards are in place.
- Partner with HR on workforce planning, performance management, engagement, and capability building.
- Foster a culture of accountability, collaboration, and continuous improvement.
5. Stakeholder & Physician Management
- Act as a key operational partner to physicians and clinical leaders, addressing operational barriers to care delivery.
- Build strong relationships with internal stakeholders (Medical Affairs, HR, Finance, Performance, Quality).
- Support physician engagement and alignment with operational and patient experience objectives.
6. Governance, Compliance & Risk
- Ensure compliance with healthcare regulations, licensing requirements, and internal policies.
- Oversee readiness for audits, inspections, and accreditation processes.
- Identify operational risks and implement mitigation plans in collaboration with relevant teams.
7. Transformation & Continuous Improvement
- Lead operational transformation initiatives
- Drive standardization and best-practice sharing across clinics.
- Use data and dashboards to inform decisions and improve outcomes.
- Support pilot programs and scale successful initiatives across the network.
Qualifications & Experience
- Bachelor's degree in healthcare management, Business Administration, or a related field.
- Master's degree (MBA, MHA, or equivalent) preferred.
- A minimum of 12-15 years of experience in healthcare operations, with multi-site clinic or hospital experience.
- Proven track record in operational performance improvement and people leadership.
- Experience working in a regulated healthcare environment.
