Description

Reports To: Chief Executive Officer 

Direct Reports: All Clinic Managers & Business Office Manager

Location: Central Business Office

Schedule: Office and Clinic Business Hours

Classification: Exempt – In accordance with the requirements of the Fair Labor Standards Act.

Position Summary

The Director of Operations provides strategic and operational leadership for all physician practice locations and the centralized Revenue Cycle Department. This position is responsible for ensuring operational excellence across all clinics by overseeing office management, revenue cycle performance, financial accountability, patient satisfaction, staff development, compliance, and practice efficiency.

Reporting directly to the Chief Executive Officer (CEO), the Director of Operations serves as the operational leader for the organization, directly supervising all Office Managers and the Billing Office Manager while partnering with physicians and department leaders to achieve organizational goals.

This role requires a highly visible leader who regularly visits all practice locations, identifies operational challenges, develops solutions, and ensures consistent execution of organizational policies, procedures, and performance expectations.

Essential Duties and Responsibilities

Practice Operations

Provide leadership and operational oversight for all physician practice locations. 
Directly supervise and mentor all Office Managers. 
Establish accountability for operational performance across every clinic. 
Monitor office productivity, staffing, scheduling, workflow, patient throughput, and operational efficiency. 
Conduct routine visits to all locations to observe operations, identify opportunities for improvement, and provide coaching. 
Ensure consistent implementation of company policies and procedures. 
Standardize workflows and best practices across all locations. 
Develop operational strategies to improve patient experience and practice performance. 
Work collaboratively with physicians to resolve operational concerns and improve practice efficiency. 
 

Revenue Cycle Leadership

Oversee the Billing Office Manager and all Revenue Cycle operations including:

Charge Entry 
Medical Coding 
Insurance Collections 
Accounts Receivable 
Payment Posting 
Denial Management 
Insurance Contract Management 
Financial Reporting 
Monitor key revenue cycle metrics including:

Days in Accounts Receivable 
Net Collection Rate 
Gross Collection Rate 
First Pass Resolution 
Charge Lag 
Coding Accuracy 
Denial Rates 
Aging Reports 
Develop strategies to improve reimbursement and maximize practice revenue.

Office Performance Management

Establish measurable performance expectations for each clinic.

Monitor and evaluate office performance using key metrics including:

Patient volumes 
Provider productivity 
Wait times 
Schedule utilization 
Patient satisfaction 
Registration accuracy 
Collection percentages 
Front desk performance 
Referral processing 
Authorization accuracy 
No-show rates 
Employee productivity 
Overtime utilization 
Budget adherence 
Operational efficiency 
Hold Office Managers accountable for achieving organizational goals and performance benchmarks.

Develop action plans when performance standards are not met.

Leadership

Lead, mentor, coach, and develop Office Managers and Revenue Cycle leadership. 
Conduct regular one-on-one meetings with managers. 
Assist with hiring, performance evaluations, disciplinary actions, succession planning, and professional development. 
Promote a culture of accountability, teamwork, professionalism, and continuous improvement. 
Identify leadership development opportunities within the organization. 
 

Financial Management

Assist in developing annual operating budgets. 
Monitor office financial performance. 
Analyze trends impacting profitability. 
Identify opportunities to reduce expenses while maintaining quality patient care. 
Review staffing levels to ensure efficient utilization of resources. 
Oversee office supply, equipment, and operational expenditures. 
 

Compliance & Quality

Ensure compliance with:

HIPAA 
OSHA 
CMS regulations 
Medicare guidelines 
Commercial payer requirements 
Company policies and procedures 
Accreditation standards 
Partner with Human Resources and Compliance to address employee performance, policy enforcement, investigations, and corrective action.

Physician Relations

Build strong working relationships with physicians. 
Meet regularly with providers to discuss operational concerns. 
Resolve office issues affecting provider productivity. 
Improve communication between physicians and management. 
Assist with implementing physician initiatives and organizational goals. 
 

Performance Improvement

Identify operational inefficiencies and implement solutions that improve:

Patient access 
Patient experience 
Office workflow 
Revenue generation 
Employee engagement 
Operational consistency 
Financial performance 
Lead continuous improvement initiatives across all departments.

Education

Bachelor's degree in Healthcare Administration, Business Administration, Healthcare Management, or related field preferred.

Equivalent healthcare leadership experience may be considered.

Experience

Minimum of 7 years of progressive healthcare leadership experience. 
Minimum of 5 years managing multiple medical practices or physician offices. 
Strong experience leading Revenue Cycle operations. 
Experience supervising multiple managers. 
Experience in physician practice management strongly preferred.
 

Knowledge & Skills

Multi-site physician practice operations 
Revenue Cycle Management 
Medical billing and coding 
Financial reporting and analytics 
Budget management 
Insurance contracting 
Physician relations 
Leadership and coaching 
Conflict resolution 
Strategic planning 
Process improvement 
Regulatory compliance 
Strong organizational and communication skills 
Ability to analyze operational and financial data to drive decision-making 
 

Key Performance Indicators (KPIs)

The Director of Operations will be evaluated on measurable outcomes, including:

Revenue Cycle performance (Days in A/R, collection rates, denial rates, charge lag) 
Clinic financial performance 
Patient satisfaction scores 
Employee engagement and retention 
Office Manager performance 
Provider satisfaction 
Budget adherence 
Reduction in operational inefficiencies 
Patient access and scheduling metrics 
Compliance audit results 
Front-end collections 
Registration and insurance accuracy 
Productivity benchmarks 
Standardization of workflows across all locations
 

Other duties as assigned by CEO. 

Requirements

Ability to travel frequently between all practice locations. 
Ability to sit, stand, walk, and use standard office equipment for extended periods. 
Ability to occasionally lift up to 25 pounds.