Chief Operating Officer

North Side Christian Health Center•Pittsburgh, PA

10d

About The Position

The Chief Operating Officer (COO) manages NSCHC’s day-to-day administrative and clinical operations across its primary medical care, behavioral health care, and dental service lines at two locations. The COO directly manages Shared Services and provides operational leadership to clinical service lines, ensuring regulatory compliance and an efficient, positive patient experience. The role oversees clinical and business operations, patient access, scheduling, service communications, performance monitoring, integrated care, strategic planning, program development, board and CEO reporting, grants, and executive coverage. It partners with finance and facilities leaders on budgets, capital planning, facilities, and vendors, and supervises the Practice Manager while supporting staffing and employee development. The COO also leads quality improvement, risk and safety management, patient experience, emergency preparedness, regulatory compliance, HIPAA privacy, workplace safety, and operational data reporting. The position develops community partnerships, represents NSCHC at outreach events, coordinates academic partner schedules, and oversees National Community Health Center Week activities. Occasional travel between the two locations and occasional evening or weekend hours are required. A valid driver’s license and reliable transportation are required.

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 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.
Valid driver’s license and reliable transportation.
After hire, active, participating membership in the Pennsylvania Association of Community Health Centers (PACHC).
Ability to work occasional evenings and weekends and travel occasionally between the two locations.
Proficiency with electronic medical records, practice management systems, and Microsoft Office products; comfort with a range of technology, including AI tools, database platforms, security systems, and phone systems.
Ability to work collaboratively, lead and develop staff, prioritize work, adapt to a fast-moving environment, and communicate respectfully with people from the communities served.

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 services in partnership with clinical leadership, and directly manage Shared Services, including facilities, IT, security, administration, quality improvement, and medical records.
Evaluate and implement policies, procedures, practices, and workflows; communicate operational updates to the organization.
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.
Ensure timely, consistent communication of changes to operating hours, closures, and service availability to patients and staff.
Monitor operating statistics, including visit volumes, capacity, no-show rates, and wait times, and identify needed service changes.
Promote coordination across medical, behavioral health, and dental services, including shared referrals and warm hand-offs.
Contribute to strategic goals and objectives, align assigned departments 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 timely and accurate operational information to the CEO and/or Board of Directors, and 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, staffing levels, and expense control for assigned areas.
Collaborate with the Facilities Manager and CFO on the annual capital budget and monitor capital needs and expenditures.
Oversee construction, renovation, and building utilization; advise on space needs for existing and planned services.
Review applicable vendor contracts with the CEO and CFO and monitor vendor performance.
Directly supervise the Practice Manager and conduct performance reviews, mentoring, coaching, professional development, and corrective action for staff in the reporting structure.
Partner with Human Resources on recruitment, onboarding, staffing plans, and retention.
Coordinate the annual employee flu vaccine with Human Resources, which manages related paperwork.
Oversee Shared Services quality improvement and participate in the multidisciplinary organizational quality committee.
Serve as Risk/Safety Manager, lead the risk team, conduct quarterly risk assessments and relevant training, 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 emergency preparedness and business continuity plans and conduct 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, accrediting body rules, and grantor requirements.
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.
Stay current with OSHA regulations and infection control standards and oversee related 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 referral relationships, including hospitals, specialists, and social service agencies.
Represent NSCHC periodically at community outreach and partner events, which may occur after business hours or on weekends.
Coordinate schedules and assignments for residents and medical students from partner programs.
Oversee NSCHC’s National Community Health Center Week activities each August.
Perform other duties as assigned by the CEO or Board of Directors.
Work collaboratively with executive, finance, and medical leadership; motivate, negotiate, educate, influence, and persuade stakeholders, patients, and collaborators.
Set clear staff expectations and support accountability and effective, fair, and collegial performance improvement.
Organize and prioritize work effectively, adapt to ambiguity and change, and drive toward clarity and solutions.
Treat patients, staff, medical staff, and visitors with courtesy and respect, with sensitivity to the special populations served by NSCHC.
Use electronic medical records, practice management systems, Microsoft Office, and other technologies, including AI tools, databases, security systems, and phone systems.
Demonstrate integrity and credibility and support NSCHC’s mission in a progressive, faith-based workplace. No religious requirements or obligations apply to the position.
Maintain active, participating membership in the Pennsylvania Association of Community Health Centers (PACHC) after hire.
Travel occasionally between NSCHC’s two locations and work occasional evenings and weekends for board meetings, community events, and operational needs.