Director of Administrative Operations - Internal Candidates Only

Coos County Family Health Services•Berlin, NH

About The Position

The Director of Administrative Operations provides leadership and oversight for front desk and reception operations, patient registration, administrative support staff, and administrative workflows across CCFHS locations. Reporting directly to the CEO, the Director establishes consistent procedures, supports efficient patient access, ensures responsive service for patients and staff, and strengthens accountability for front-office copay collection processes. The position works closely with the COO and Director of Nursing to align administrative processes with clinical needs and partners with Human Resources on staffing, employee support, and workplace policies. This opportunity is open exclusively to current Coos County Family Health Services employees.

Requirements

At least five years of progressively responsible experience in healthcare administration or administrative operations, including staff supervision.
Experience with patient registration, front office workflows, point-of-service collections, and policy implementation strongly preferred.
Experience supporting staff development, performance management, and consistent application of workplace policies in collaboration with HR.
Strong computer skills, including Microsoft 365, EMR systems, scheduling and timekeeping tools, spreadsheets, and reporting tools; AthenaOne experience preferred.
Demonstrated organization, sound judgment, discretion, clear communication, and ability to coach staff, resolve problems, analyze operational performance, and implement changes across departments.
Resourceful, collaborative, and comfortable developing creative, practical solutions while balancing employee needs and patient service priorities.

Nice To Haves

Bachelor’s degree in business administration, healthcare administration, or a related field preferred; an equivalent combination of relevant experience and education considered.
FQHC or multisite healthcare experience preferred.

Responsibilities

Direct daily front desk, reception, and patient registration operations, establishing clear service standards, responsibilities, and escalation procedures.
Oversee accurate patient demographics, insurance verification, required forms, check-in and check-out, appointment communications, and collection workflows under organizational policy.
Coordinate with billing, revenue cycle, and clinical teams to resolve registration errors, administrative barriers, and workflow issues affecting patient access.
Address patient concerns related to administrative services and coordinate appropriate follow-up with clinical leadership when needed.
Establish and monitor consistent point-of-service copay collection procedures across locations, including verification of patient responsibility, appropriate requests for payment, approved payment methods, documentation, and receipt practices.
Review copay collection performance using available scheduling, practice-management, and payment reports; identify trends in missed collections, uncollected copays, inconsistent staff practices, and site-level variation.
Work collaboratively with the Front Office Manager to investigate and identify root causes of missed copay collections, including insurance verification errors, inaccurate copay information, workflow gaps, inadequate training, technology issues, and failure to follow established procedures.
Partner with Revenue Cycle and Finance to reconcile identified discrepancies, clarify collection expectations, implement corrective workflows, and track improvement over time.
Coordinate with the Front Office Manager to provide targeted coaching and address staff noncompliance with copay collection expectations, while ensuring adherence to approved financial assistance, sliding fee discount, hardship, and other patient payment policies.
Escalate recurring collection barriers and material trends to executive leadership, with recommended operational improvements; do not delay medically necessary care solely due to inability to pay in accordance with applicable organizational policy.
Supervise assigned administrative staff, including training, coaching, performance evaluations, and accountability; coordinate recruitment, onboarding, and corrective action with HR.
Coordinate staffing coverage, cross-training, and workload distribution across locations to support reliable patient services.
Monitor attendance, missed punches, and timesheet completion for assigned staff; ensure accurate review and timely submission through approved processes.
Develop staff skills in customer service, computer systems, problem solving, and consistent application of administrative procedures.
Assess, document, and administer corrective or disciplinary action concerning administrative staff and applicable operational expectations on behalf of the department supervisor, consistent with organizational policy and in collaboration with Human Resources as appropriate.
Maintain an active communication pathway with the Front Office Manager and other applicable department supervisors, providing timely notification when corrective or disciplinary action is taken concerning their staff and coordinating necessary follow-up to support consistent accountability.
Develop, document, implement, and maintain administrative policies, standard workflows, training materials, and checklists across sites.
Review processes regularly to identify duplication, service gaps, and opportunities for practical improvements; use staff feedback and operational data to guide changes.
Support consistent use of the EMR and other administrative tools; coordinate workflow changes and staff training with appropriate departments.
Partner with HR on recruitment, onboarding, staff development, performance management, and employee communications for assigned administrative teams.
Serve as an accessible resource for staff regarding administrative responsibilities and workplace expectations; connect employees with HR for benefits, leave, and personnel matters.
Coordinate attendance documentation, timekeeping review, and staffing updates with HR and Finance; maintain confidentiality of employee information.
Address day-to-day supervisory concerns and collaborate with HR on employee relations, investigations, policy interpretation, and corrective action.
Promote a respectful workplace, staff development, and employee engagement; identify recurring concerns and recommend improvements.
Partner with the COO and Director of Nursing to coordinate administrative support, staffing coverage, patient flow, and implementation of operational changes.
Translate approved leadership decisions into clear administrative procedures, staff assignments, training, and follow-up.
Maintain defined accountability: this role supervises assigned administrative personnel, while clinical practice and nursing supervision remain with designated clinical leaders.
Report administrative performance, staffing needs, employee concerns, and improvement priorities directly to the CEO; participate in leadership meetings as assigned.
Monitor registration accuracy, coverage, service concerns, staff training, copay collection performance, and adherence to administrative procedures; take action on identified gaps.
Protect patient and employee confidentiality and support applicable privacy, employment, and organizational requirements in partnership with compliance leadership.
Provide hands-on administrative support when needed and perform other duties consistent with the role as assigned by the CEO.