Director, Ambulatory Operations

UMass Memorial Health•Worcester, MA

19h•Onsite

About The Position

The Director of Ambulatory Operations provides operational leadership and oversight for multiple ambulatory clinics across the health system. This role is positioned between the Senior Director and Managers, blending strategic oversight with operational execution. The Director partners with physician, nursing, and administrative leaders to ensure high-quality patient experience, operational excellence, patient safety, caregiver engagement, regulatory compliance, and sound financial management across assigned ambulatory services. The role supports implementation of clinical programs, performance improvement initiatives, and operational optimization. Everyone Is a Caregiver At UMass Memorial Health, everyone is a caregiver – regardless of their title or responsibilities. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where we can help you build the career you deserve. We are more than 20,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other. And everyone, in their own unique way, plays an important part, every day.

Requirements

Bachelor’s degree in Business, Healthcare Administration, Nursing, or a related field.
Minimum of 3–5 years of progressive leadership experience in an ambulatory or healthcare operations environment.
Proven ability to lead teams, manage operations, and drive improvements.
Strong analytical and problem-solving skills, including ability to review and interpret statistical and financial data.
Demonstrated ability to manage budgets and oversee financial performance.
Excellent communication and interpersonal skills with ability to collaborate with physicians, staff, and leaders.
Must have a valid driver’s license and be able to travel between campuses and sites as necessary.
Proficiency with Microsoft Office, and relevant healthcare systems.

Nice To Haves

Master’s degree in Healthcare, Nursing, Business Administration, or related field.
Experience in an academic medical center or complex ambulatory/medical group setting.
Project management or performance improvement training.
Previous experience with EPIC.

Responsibilities

Provide leadership and daily oversight of ambulatory clinic operations to ensure efficient, patient-centered workflows, high-quality care, and operational excellence.
Monitors and partners with key departments to improve access, scheduling, registration, office operations, and ancillary workflows to optimize patient flow and service delivery.
Review ambulatory performance metrics, identify trends, and develop action plans to improve key operational outcomes.
Oversee implementation of service expansion opportunities and operational improvements in collaboration with Finance, IS, HR, Compliance, and other departments.
Develop, recommend, and manage annual operating budgets for assigned ambulatory areas.
Ensure achievement of productivity, financial, and volume targets; manage expenses, staffing, supply utilization, and resource allocation.
Conduct financial analyses, evaluate variances, develop corrective action plans, and support revenue cycle optimization.
Promote team understanding of financial drivers and accountability for unit/clinic performance.
Recruit, develop, and retain high-performing staff; promote a collaborative, inclusive, and accountable work environment.
Oversee performance evaluations, orientation, competency assessment, training, coaching, and corrective actions as needed.
Support caregiver engagement through communication, recognition initiatives, and action plans informed by feedback and employee surveys.
Maintain knowledge of HR policies, labor laws, and union contracts as applicable.
Support and coordinate quality improvement initiatives aligned with organizational goals.
Ensure adherence to Joint Commission, DPH, CMS, and other regulatory/accreditation standards.
Promote a safe care environment for patients, families, and caregivers.
Implement and monitor compliance with policies, procedures, and organizational standards.
Collaborate with Medical Directors, Division Chiefs, Ambulatory Physician Leaders, and Senior Leadership on strategic planning and goal setting.
Participate in committees, workgroups, and system-wide initiatives.
Foster strong relationships with internal leaders and community partners to support care coordination, referral relationships, and service integration.
Support system initiatives related to population health, clinical integration, and patient experience.
Directs and supervises assigned personnel including performance evaluations, scheduling, orientation, and training. Makes recommendations on employee hires, transfers, promotions, salary changes, discipline, terminations, and similar actions. Resolves grievances and other personnel problems within position responsibilities.
Develops and recommends the budgets for the areas managed. Manages activities to assure financial goals are met.
Coordinates the assignment of tasks and helps resolve technical and operational problems. Evaluates the impact of solutions to ensure goals are achieved.
Provides effective direction, guidance, and leadership over the staff for effective teamwork and motivation, and fosters the effective integration of efforts with system-wide initiatives.
Encourages and supports diverse views and approaches, demonstrates Standards of Respect, and contributes to creating and maintaining an environment of professionalism, respect, tolerance, civility and acceptance toward all employees, patients and visitors.
Integrates diversity into departmental objectives, such as hiring, promotions, training, vendor selections, etc.
Participates in performance improvement initiatives and demonstrates the use of quality improvement in daily operations.
Ensures compliance with regulatory agencies such as Joint Commission, DPH, etc. Develops and maintains procedures necessary to meet regulatory requirements.
Ensures that department complies with hospital established policies, quality assurance programs, safety, and infection control policies and procedures.
Ensures adequate equipment and supplies for department.
Develops and maintains established departmental policies, procedures, and objectives.
Ensures compliance to all health and safety regulations and requirements.
Maintains, regular, reliable, and predictable attendance.
Performs similar or related duties as required or directed.