Area Clinical Operations Director - Experienced NP, PA or MD

University Hospitals Urgent Care•Westlake, OH

13d•Onsite

About The Position

The Area Clinical Operations Director (ACOD) leads and oversees clinical care and directly supervises providers at designated Universal Hospitals Urgent Care (by WellStreet) centers in the South Carolina market. Reporting to the Chief Medical Officer (CMO) and the Regional Vice President of Operations (RVP), the ACOD collaborates with clinical teams, senior operations leaders, other ACODs, and health system partners to improve care quality, patient experience, and operational efficiency. The role combines clinical shift work with administrative responsibilities, with an expected approximate 50/50 split that may flex according to business needs. The ACOD spends most of their time in clinics practicing and working with providers and clinical staff. Onsite visits are required, and the ACOD shares weekend on-call responsibilities with other ACODs and Medical Directors.

Requirements

MD, DO, PA-C, or NP.
Current unrestricted license to practice medicine in South Carolina.
At least 5 years of experience with WellStreet or equivalent urgent care or Emergency Medicine experience.
Experience building and leading high-performance teams.
Skills in performance management, including annual performance evaluations, coaching, mentoring, and progressive disciplinary actions.
Exceptional communication skills, including verbal, written, and presentation skills with patients, providers, clinical staff, and senior leadership.
Ability to manage competing priorities and build and maintain cross-functional relationships.
Well organized, accurate, and attentive to detail.
Ability to work independently and collaboratively.
Positive attitude toward patients, families, and coworkers.
Willingness to go the extra mile to create an outstanding customer experience and train and lead the center team to do the same.
Ability and desire to work collaboratively in an upbeat, supportive atmosphere and reinforce the WellStreet mission to provide uncompromising service.
Desire to serve others, improve community health, and contribute positively to the workplace.

Responsibilities

Promote a culture focused on quality care, patient experience, teamwork, and trust, and motivate providers and clinic teams to meet high standards.
Practice clinically and provide and manage direct patient care, including examinations, evaluations, assessments, diagnoses, and treatment.
Work with the Clinical Quality Manager to conduct 30-, 60-, and 90-day reviews of new hires and report results and improvement areas to the RVPCO.
Oversee patient care assessment and ensure that appropriate clinical protocols are followed.
Assess and monitor medical staff competency through chart audits and performance assessments in conjunction with the RVPCO.
Ensure providers practice within the scope of their licenses and credentialing.
Assist in developing processes, policies, procedures, and guidelines to meet quality-of-care standards.
Review reports, medical records, and onsite observations to evaluate and improve care delivered by individual providers.
Monitor provider coding and documentation for accuracy.
Review and respond to patient care complaints and grievances and recommend or take corrective action when appropriate.
Support clinic KPIs, including reducing door-to-door times and cancel rates and improving Net Promoter Scores, while maintaining high standards of medicine.
Support patient satisfaction and loyalty and promote process improvements and best practices in clinical and business operations.
Collaborate with senior management and operations leaders to ensure centers meet regulatory and accrediting agency requirements.
Support work compensation and employer services, the Agility Occ Med module, client relations, and clinical training as applicable.
Share weekend on-call responsibilities with ACODs and Medical Directors.
Oversee urgent care provider training and onboarding, and develop or assist with provider training programs, including patient communication, conflict mitigation, risk management, and onsite clinical leadership.
Report to the executive team at monthly Senior Management Team meetings in collaboration with Senior Operations directors.
Develop and maintain effective relationships with providers and support provider satisfaction.
Collaborate with talent management and the RVPCO on provider recruitment and hiring.
Identify center staffing needs and report upcoming staffing requirements and types to the RVPCO.
Work with the provider scheduler to develop, monitor, and maintain provider schedules that cover center operating hours.
Address provider performance concerns with the RVPCO and implement corrective action when necessary.
Coordinate with Human Resources on provider complaints involving workplace conduct or policy and procedure violations.
Respond to provider questions and concerns.
Communicate new initiatives, goals, and company directives to the Medical Staff Organization in writing or verbally, consistent with senior leadership and RVPCO direction.
Immediately notify the RVPCO of clinically significant poor patient outcomes or legal notices or demands involving the Medical Staff.
Measure, review, and report health system quality metrics.
Maintain a positive professional relationship with the health system partner and measure, report, and maintain referral patterns in collaboration with that partner to support the CIN.