Director of Operations

Classification: Full-Time / Direct-Hire

Fil Staffing is looking for a Director of Operations to work onsite to Tampa, FL.

Organizational Overview and Summary

Healthcare is the fastest growing industry in the US creating $4.3T in healthcare related products and service revenue. Over 65% of the revenue is generated through direct patient care. Despite significant investments and increasing revenues, consumers of care receive inadequate services at standards far below their expectations. Access to premium quality convenient care continues to be in short supply to those desiring and deserving of an enhanced experience and exceptional healthcare outcomes.

Our client's vision is to redefine the primary care experience for our members. Inspired by the exceptional client service provided to high-net-worth private client groups and the hospitality experienced in top-tiered boutique hotels and Michelin-starred restaurants, we aim to create an unparalleled medical environment that surpasses traditional private practice expectations.

Our client's goal is to be the leading concierge care provider delivering premium services to high-net-worth seniors on the Gulf Coast of Central Florida.

Position Summary

The primary focus of the Director of Operations is to ensure operational excellence and the quality design of concierge care programs and services to meet or exceed member expectations. The operations leader will execute business and practice operations functions while driving initiatives consistent with the overall mission, vision, values, and goals. The incumbent ensures optimal quality care standards and premium customer service for the Team and its high-net-worth members in collaboration with the Medical Director and Director of Member Experience under the guidance of the Chief Operating Officer.

The Director leads strategic efforts to optimize efficiency, streamline clinical practices, and allocate resources effectively to enhance delivery of clinical services and drive the value of the member experience. The incumbent will be responsible for building an exceptional team of professionals focused on providing premium quality care buoyed by elevated member experiences.

The Director embodies the culture of the organization and reflects the values and service standards expected of the Team. The incumbent establishes and implements consistent and continuous best practices and premium hospitality services to meet care delivery and financial goals.

Essential Requirements and Qualifications

Education:

• Bachelor’s degree required. MBA or master’s degree in management, healthcare related field, or business finance preferred.

Experience:

• Minimum of 10 years of medical office management, healthcare administration, concierge care, hospitality, and/or private practice.
• Experience managing senior care entities and working with private practice providers.

Certification: Not required.

Licensure: Not required.

Knowledge, Skills, Attributes, and Abilities

• Entrepreneurial spirit, strategic visionary, forward thinker, independent worker, self-initiator, with attention to detail and product delivery.
• Espouses courtesy and hospitality, team and patient advocacy, operational efficiency, business mastery, and the highest levels of etiquette.
• Exceptional oral and written communication skills.
• Excellent leadership and organizational skills to manage multiple locations, exponential growth, and program development priorities.
• Highly skilled in developing, implementing, and analyzing reports and KPIs.
• Ability to manage budgets, P&Ls, and EBITDA performance.
• Ability to leverage technology, automation, and various innovations to scale and grow the medical practice and concierge services.
• Firm understanding of membership management, insurance plans, and billing processes.
• Strong knowledge of credentialing, accreditation, privileging, and regulatory expectations.
• Champions continuous improvement and innovation.
• Ability to manage confidential and sensitive information with discretion.
• Exceptional analytical, critical thinking and decision-making skills.

Management And Business Development Expectations

• Collaborates to promote a triad model of care in the concierge offices supporting high quality care standards, premium member experience, and excellent operational services resulting in high value patient outcomes.
• Supports the Medical Director in the development and maintenance of market relationships with premiere quality specialty providers, hospitals, testing centers, SNFs, and acute care facilities.
• Collaborates with the Director of Experience to seamlessly integrate quality clinical care services with premium member experience strategies in concierge offices.
• Responsible for building and growing the operational team by collaborating in staff recruitment and retention efforts through hiring, training, development, employee engagement and reward and recognition programs as the company grows and matures.

General Duties and Responsibilities

• Supports strategic and service goals by meeting and advancing business objectives, operational performance, membership growth, hospitality, care delivery, and service standards.
• Supports and participates in recruiting, hiring, onboarding, training, evaluating, mentoring, development, and engagement of clinic employees.
• Drives a positive culture that supports team-based collaboration, promotes results that improve patient satisfaction, member and employee retention, and the physician experience.
• Recommends and implements process improvements designed to improve the efficiency, effectiveness, and success of physicians and clinicians in meeting the quality and service goals and objectives.
• Improves patient satisfaction, quality objectives, physician experience, and desired clinical outcomes through care delivery and assurance to regulatory compliance.
• Champions employees and cultivates an environment that promotes the culture and core values.
• Ensures transparent and effective communication throughout the organization.
• Curates a welcoming, comfortable, secure, safe, and confidential experience and environment.
• Develops and optimizes the provision of services to high-network seniors through high-quality engagement, and premium individualized and customized care via a top-tier concierge model.
• Ensures the financial viability and success of the client's practice operations.

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