Benefits:
IRA
Dental insurance
Health insurance
Opportunity for advancement
Paid time off
Vision insurance
About Good Shepherd Community Clinic, Inc. (GSCC) At the GSCC, we are guided by a mission to deliver high-quality, compassionate, and accessible healthcare to all—especially the most vulnerable. Our work is not easy, but it is deeply meaningful—and we are looking for people who share our commitment to purpose-driven work.
We served approximately 10,000 individual patients last year through nearly 30,000 visits. We operate four clinical sites—two for primary care, one for dental care, and one for women’s health. We also run two in-house pharmacies and a medical equipment assistance program that has loaned out thousands of items to anyone in need, regardless of income or insurance status.
We are doing healthcare differently. At GSCC, every patient is supported by a dedicated care team—including a provider, nurse, medical assistants along with RN care managers, referral and care coordinators—who work together behind the scenes to create a smoother, more connected experience. Our care delivery model is team-based, whole-person-focused, and designed to meet patients where they are, proactively supporting their health rather than simply reacting to illness.
Our five core values define what it means to be part of the GSCC team:
LOVE: We demonstrate genuine and unselfish care for our patients, team members, and the organization.
RESPECT: We show kindness and consideration to others in every interaction.
FIGHT: We advocate fiercely for the health and wellbeing of our patients, our team, and our mission.
RESILIENCE: We take ownership of mistakes, seek solutions, and keep moving forward with a positive attitude.
FLEXIBILITY: We choose to adapt to change with grace, professionalism, and a good attitude.
Joining GSCC means becoming part of a team that stands together, leads with heart, and embraces the challenges of healthcare with grit and grace.
Position Summary: The Site Operations Director is the on-site leader responsible for the smooth, safe, and efficient daily operations of an assigned health center location. This role ensures a welcoming, professional environment for patients and staff by overseeing patient experience workflows, managing logistics, supervising support staff, and coordinating across departments. The Site Operations Director partners closely with clinical and operational leaders to support care delivery, monitor schedule utilization, oversee cost-related performance, and resolve cross-functional issues that affect workflow, efficiency, and patient satisfaction. This position requires a hands-on problem-solver with strong interpersonal skills, financial awareness, and the authority to intervene when standards are not being met.
The ideal candidate is mission-driven and motivated by meaningful work. Healthcare operations are complex and fast-paced—this role requires emotional resilience, dedication, and the ability to lead with clarity and purpose in challenging situations.
Essential Responsibilities:
Daily Operations Management:
Open and close the site according to organizational protocols, ensuring physical readiness each day.
Conduct daily walkthroughs to assess cleanliness, equipment readiness, signage, and room setup.
Monitor patient flow and proactively resolve bottlenecks or delays in care.
Lead general triage of site-level issues, from patient concerns to staffing or equipment problems.
Staff Supervision & Cross-Functional Coordination: Directly supervise front desk and patient experience (PX) personnel.
Serve as the point of coordination between front office, clinical staff, and care teams.
Maintain strong working relationships with LPN Operations and Clinical Ops Director to align support and address breakdowns between departments.
Address conflicts or breakdowns across functional lines, providing real-time feedback and correction to ensure smooth operations and respectful team interactions.
Schedule Utilization & Patient Flow:
Monitor appointment templates and scheduling adherence to ensure optimal provider schedule utilization.
Actively maintain healthy collaboration between front desk and clinical teams to maximize daily capacity and reduce idle time.
Identify scheduling inefficiencies or trends and report to leadership with solutions.
Support template adjustments and troubleshoot late arrivals, cancellations, and no-shows to ensure adequate schedule utilization rates to meet site performance metrics.
Patient Experience & Conflict Resolution:
Respond to patient complaints or concerns in real-time with professionalism and empathy through resolution.
Support front desk staff in maintaining a calm, clean and organized waiting room environment.
Use clinical awareness to determine when patients require escalation (e.g., ER referral), and coordinate with clinical staff as needed.
Provide on-site leadership in patient interactions that require judgment, discretion, and emotional intelligence.
Site Logistics & Infrastructure Oversight:
Manage daily site logistics including:
Secure bank deposits and reconciliation
Mail distribution and courier coordination
Ordering and tracking of supplies and inventory
Identify, report, and follow up on facilities and IT issues (e.g., HVAC, internet, copier, phones).
Coordinate with the Facilities Manager and Director of Site Operations to ensure timely issue resolution.
Investigative & Problem-Solving Responsibilities:
Serve as the first point of triage for operational, patient experience, patient flow, or interdepartmental issues.
Conduct real-time investigations into concerns or complaints to identify root causes and implement appropriate solutions, ensuring resolution aligns with organizational policies, procedures, goals, and expectations.
Proactively seek out, identify and solve problems before escalation is necessary.
Maintain issue logs or task lists and follow through to completion with accountability.
Clinical Awareness & Judgment:
Maintain working knowledge of basic clinical concepts and workflows to support triage and decision-making.
Understand signs and symptoms that may require urgent attention (e.g., stroke, chest pain, infection).
Coordinate with nursing or providers to ensure appropriate clinical follow-up or escalation when patients present with serious acute concerns.
Financial & Insurance Literacy:
Demonstrate a working understanding of insurance types, eligibility requirements, and payment expectations.
Support PX staff in handling co-pays, sliding fee discounts, and patient financial questions.
Understand the financial impact of schedule efficiency, resource utilization, and missed appointments.
Compliance & Workflow Standardization:
Reinforce compliance with organizational policies, safety protocols, and front-office workflows.
Participate in audits or walkthroughs and ensure staff are following protocols (checklists, cleaning logs, etc.).
Work with Quality and Compliance teams to address findings and support corrective actions.
Ensure site-level workflows are up-to-date, consistently implemented, and aligned with organizational standards.
Monitor and reinforce adherence to current workflows, identifying gaps and driving improvements to support operational consistency.
Communication & Reporting:
Provide regular updates to the Director of Site Operations on operational concerns, barriers, and staff performance.
Conduct consistent weekly 1:1 meetings with direct reports.
Maintain clear documentation of unresolved issues, escalations, and staff coaching as needed.
Serve as a reliable conduit of information between the site and leadership.
Monitor key performance indicators (KPIs) and proactively identify and implement solutions to enhance overall site performance.
Qualifications:
3+ years of experience in healthcare operations, clinic administration, or cross-functional team supervision.
Strong interpersonal and communication skills with confidence to confront issues and resolve conflicts.
Demonstrated ability to manage logistics, solve problems, and maintain a calm, professional demeanor under pressure.
Familiarity with EMR workflows, insurance plans, front desk procedures, and clinical environments.
Comfortable navigating basic clinical judgment and triage logic in collaboration with medical staff.