Director Market Operations

Forefront Dermatology•Green Bay, WI

About The Position

The Director Market Operations is a strategic and operational leader responsible for the performance, growth, and compliance of a portfolio of 8–12 or more ambulatory practices within a designated market. The role provides direct leadership and development to Practice/Clinic Managers, Administrators, and Team Leads, and is accountable for the assigned market’s operational, financial, workforce, and P&L performance. The Director drives operational excellence across care coordination, facilities management, human resources, IT and telecommunications, finance, process improvement, compliance, and strategic planning. The role supports efficient clinic operations, patient access, quality care, portfolio growth, and a collaborative environment focused on engagement and professional development. Regular travel within the assigned market is required, up to 50% of working time.

Requirements

Bachelor’s degree in Business Administration, Healthcare Administration, Public Health, Nursing, or a related field, with at least seven years of healthcare management experience, including at least three years in multi-site management in an ambulatory clinic setting; alternatively, a master’s degree in Business Administration, Healthcare Administration, Public Health, or a related field with at least five years of healthcare management experience, including at least three years in multi-site ambulatory clinic management.
Demonstrated ability to lead, develop, and hold accountable multi-site clinic teams, including management-level direct reports, in a fast-paced ambulatory healthcare environment.
Broad operational expertise across care coordination, facilities, human resources, IT/telecom, finance, process improvement, compliance, and strategic planning.
Financial acumen, including budgeting, variance analysis, revenue cycle oversight, and KPI-driven performance management for ambulatory operations.
Working knowledge of healthcare regulatory requirements applicable to ambulatory and multi-specialty settings.
Familiarity with MIPS reporting and experience supporting clinician participation in value-based care or quality reporting programs.
Experience with ACD/telephony systems, EHR/EMR platforms, practice management software, scheduling tools, and data and analytics platforms.
Proficiency in Microsoft Office Suite and Microsoft Teams, and ability to present financial data and operational performance to senior leaders and physician partners.
Strong verbal and written communication skills and ability to build relationships, influence decisions, and engage across organizational levels.
Project management capability and ability to manage multiple concurrent priorities with urgency and thoroughness in a dynamic environment.
Sound judgment, professionalism, composure in complex or high-pressure situations, and commitment to confidentiality.
Willingness and ability to travel regularly within the assigned market, up to 50% of working time.
Demonstrated experience with multi-site P&L or budget accountability, scheduling template optimization, and revenue cycle management across a clinic portfolio, including leading multi-site P&L growth initiatives.
Demonstrated experience managing clinical and administrative staff across multiple roles and functions.

Nice To Haves

Experience in dermatology, plastic surgery, medical aesthetics, and/or medical spas.
Experience in a PE-backed, MSO-model, or high-growth multi-site ambulatory organization with oversight of a $10 million or greater portfolio.
Professional certification by the American College of Healthcare Executives (FACHE) and/or the American College of Medical Practice Executives (CMPE/FACMPE).
Master’s degree in Business Administration, Healthcare Administration, Public Health, or a related field is strongly preferred.

Responsibilities

Oversee and continuously improve care coordination, quality outcomes, patient safety, patient satisfaction, patient access, scheduling, capacity utilization, and patient flow across locations.
Oversee MIPS participation and performance tracking, and develop patient communications and education programs.
Build referral relationships and foster a collaborative environment that supports professional growth, accountability, and quality patient care.
Plan room utilization and capacity; manage physical assets, equipment inventories, maintenance schedules, and capital planning.
Lead clinic expansion, renovation, and relocation projects in partnership with Facilities, Real Estate, and operational leadership; optimize physical layouts and workflows.
Directly supervise and develop assigned staff, managing employee lifecycle activities in accordance with company policy and in partnership with HR.
Oversee market staffing and workforce planning, recruitment priorities, onboarding, turnover, and performance or conduct issues.
Oversee customer service standards, licensure and certification tracking, employee engagement, training, and preceptorship programs across clinic teams.
Partner with Medical Directors and HR on clinician leave, staffing impacts, and contractual compliance.
Partner with IT on EHR/EMR and practice management systems, address operational issues, oversee telephone triage and ACD performance, support business continuity planning, and promote digital workflow adoption.
Manage operational KPIs, clinician performance goals, budget targets, and the financial performance of the assigned portfolio; identify variances, causes, and corrective actions.
Facilitate Monthly Performance Reviews, identify revenue and profitability gaps, execute action plans, and provide progress updates.
Conduct regular clinic visits, approximately weekly or bi-weekly, to assess performance, identify risks, support and train clinic leaders and staff, and promote consistent experiences.
Host or facilitate monthly practice meetings to review performance, share information, address process improvements, and launch strategic initiatives.
Oversee clinic-level revenue cycle control points, including charge capture, point-of-service collections, cost estimates, and insurance verification and authorization.
Partner with Finance on annual budgeting and forecasting; identify opportunities to improve cost efficiency and profitability through staffing, space, and workflow optimization.
Conduct ROI analyses for proposed initiatives and ensure investments align with growth and profitability objectives.
Optimize access, scheduling, clinician capacity, referral management, and patient acquisition in collaboration with central services.
Maintain a performance management framework, track clinic- and market-level metrics and KPIs, produce operational reports, and monitor initiatives for effectiveness and improvement opportunities.
Apply process improvement methods and lead root cause analyses for operational challenges or patient safety events; implement corrective actions and monitor results.
Manage regulatory compliance, internal controls, audits, and required training across market locations, including HIPAA and applicable CLIA requirements.
Partner with Revenue Cycle and Compliance on coding, documentation, and billing education; oversee applicable pathology management processes.
Collaborate with Marketing on capacity utilization, outreach, and clinic growth programs; partner with clinician recruitment on growth opportunities, including organic expansion, new development, and referrals.
Represent the market on organizational committees and cross-functional working groups; use practice-pattern trends to identify opportunities to improve care consistency, lag times, and outcomes.
Lead or support community outreach and research integration efforts, and partner with Integrations to onboard acquired practices and clinicians.
Partner with physicians and clinical teams on programmatic priorities, strategic initiatives, and new services; maintain trust-based clinician relationships and serve as the primary operational contact for clinician concerns.
Collaborate with Regional Medical Directors on quality of care, clinician satisfaction, and market financial performance.
Perform other duties as assigned.