Chief Operating Officer

North Side Christian Health Center•Pittsburgh, PA

About The Position

The Chief Operating Officer (COO) manages day-to-day administrative and clinical operations across NSCHC’s three outpatient service lines—primary medical care, behavioral health care, and dentistry for children and adults—at both locations. The COO directly manages the Shared Services Department, provides operational leadership to clinical service lines, and ensures compliance with health care regulations while supporting an efficient, positive patient experience. The role oversees clinical and business operations, patient access and scheduling, operational policies and performance, integrated care, strategic planning and program development, board and CEO reporting, grants, budgets, capital planning, facilities, vendors, and staff management. The COO also leads quality improvement, risk and safety, patient experience, emergency preparedness, regulatory compliance, HIPAA privacy, workplace safety, operational data reporting, community partnerships, academic partner coordination, and National Community Health Center Week activities. The COO serves as acting leader in the CEO’s absence when designated and performs other duties as assigned by the CEO or Board of Directors.

Requirements

Bachelor’s degree in health management, business management, social services, or a related field.
At least 7 years of operational experience, including at least 5 years in outpatient health care operations.
At least 5 years of supervisory experience with at least 8 direct reports.
Previous experience working with a multidisciplinary health care team.
Extensive experience with an electronic medical record platform.
Demonstrated success in organizational development, personnel management, and budget and resource management, including developing and monitoring systems for collaborative operational and programmatic work.
Working knowledge of FTCA requirements and the fundamentals of billing and coding for medical, dental, and behavioral health services, or commitment to learn these fundamentals within the first six months of employment.
After hire, be an active, participating member of the Pennsylvania Association of Community Health Centers (PACHC).
Valid driver’s license and reliable transportation for occasional travel between the two locations.
Proficiency with electronic medical records, practice management systems, and Microsoft Office products; comfort with technology including AI tools, database platforms, security systems, and phone systems.
Ability to collaborate with executive, finance, and medical leadership and motivate, negotiate, educate, influence, and persuade stakeholders, patients, and collaborators.
Ability to set clear staff expectations and support accountability and effective, fair, collegial performance improvement.
Ability to organize and prioritize workload, adapt, multitask in an ambiguous and fast-moving environment, and work toward clarity and solutions.
Ability to interact with courtesy, respect, enthusiasm, and a positive attitude, and respond sensitively to the populations served by NSCHC.
Demonstrate integrity and credibility and support NSCHC’s mission; be comfortable in a progressive, faith-based workplace that values positivity, honesty, transparency, mutual respect, and compassion. No religious requirements or obligations apply.
Occasional evening and weekend hours may be required for board meetings, community events, and operational needs.

Nice To Haves

Master’s degree in a related field.
Dental and behavioral health experience.
Community health center (FQHC) experience.
Experience serving underserved populations and comfort working with patients and staff who are non-native English speakers.
Experience overseeing or managing small construction or renovation projects.

Responsibilities

Provide operational oversight of adult and pediatric medicine, dental, and behavioral health operations in partnership with clinical leadership; directly manage Shared Services, including facilities, IT, security, administration, quality improvement, and medical records.
Evaluate and implement policies, practices, and workflows to support efficient operations, industry best practices, budget targets, and a positive patient experience; communicate operational policies and procedures.
Manage patient access, including ADA accessibility, phone management, and patient portal accessibility; oversee front-desk registration and the sliding fee discount program through the Practice Manager.
Monitor and audit provider templates and patient scheduling to maximize patient access and visit volume.
Communicate changes to operating hours, closures, and service availability promptly and consistently to patients and staff through appropriate channels.
Monitor operating statistics, including visit volumes, capacity, no-show rates, and wait times, and identify trends and needed changes in service delivery.
Promote coordination across medical, behavioral health, and dental services, including shared referrals and warm hand-offs.
Contribute to organizational strategic goals and objectives, align assigned department goals with NSCHC’s mission, vision, and values, and monitor progress.
Help develop programs and services in response to community needs assessments and the strategic plan.
Provide accurate and timely operational information and critical-issue updates to the CEO and/or Board of Directors; attend monthly board meetings as needed.
Participate in grant proposals and reporting with the CEO and Development Director as needed.
Serve as acting leader in the CEO’s absence when designated by the CEO or Board of Directors.
Partner with the CFO to develop and monitor operating budgets for assigned areas, including staffing and expense control.
Collaborate with the Facilities Manager and CFO on the annual capital budget; monitor capital needs and expenditures.
Oversee construction, renovation, and building utilization; advise on space needs and plans for new programs and services.
Review applicable vendor contracts with the CEO and CFO and monitor vendor performance.
Directly supervise the Practice Manager, who oversees patient registration, medical assistants, and dental and behavioral health administrative coordinators.
Conduct performance reviews and provide mentoring, coaching, professional development, and corrective action for staff in the reporting structure.
Partner with Human Resources on recruitment, onboarding, staffing plans, retention, and coordination of the annual employee flu vaccine.
Oversee the Shared Services quality improvement program and participate in the multidisciplinary organizational quality committee.
Serve as Risk/Safety Manager, lead the risk team, conduct quarterly organizational risk assessments and relevant trainings, and provide documentation for annual FTCA malpractice certification.
Investigate, resolve, and report patient grievances to the Risk Committee; oversee patient satisfaction surveys and use results to improve services.
Maintain the emergency preparedness and business continuity plan, including staff training and drills at both locations.
Monitor operations and initiate changes to maintain compliance with health care regulations, the HRSA BPHC Health Center Program Compliance Manual, and accrediting-body rules; coordinate grantor compliance with the CEO and CFO.
Co-lead regulatory site visits with the CEO, Chief Medical Officer, and CFO.
Serve as HIPAA Privacy Officer, coordinate staff training, and work with IT on HIPAA security compliance.
Keep current with OSHA regulations and infection control standards and oversee relevant staff training.
Oversee collection and accuracy of operational data for required reporting, including the annual UDS report, in coordination with the CFO.
Coordinate and collaborate with community partners on outreach and referrals, and represent NSCHC at community and partner events, sometimes after business hours or on weekends.
Coordinate schedules and assignments for residents and medical students from partner programs.
Oversee coordination of NSCHC’s National Community Health Center Week activities each August.
Perform other duties as assigned by the CEO or Board of Directors.