Director of Medical Clinic Operations

Heritage Health•Coeur d'Alene, ID

1d•Onsite

About The Position

Heritage Health is seeking a Director of Medical Clinic Operations provides strategic and operational leadership across all Heritage Health medical clinic locations. This role is responsible for clinic access, flow, productivity, staffing effectiveness, patient experience, and operational consistency across primary care and other medical service lines. The Director oversees Medical Clinic Managers and works in close partnership with Medical Directors, Medical Assistant leadership, Customer Service leadership, centralized services, and executive leadership to remove barriers to care and ensure medical clinics function as high-reliability, patient-centered systems. This position blends traditional FQHC clinic administration with Lean, flow-based operational leadership, drawing from best practices in healthcare, manufacturing, and service operations. The Director ensures medical clinics have the structure, data, and leadership behaviors needed to deliver safe, timely, and efficient care.

Requirements

Bachelor’s degree in healthcare administration, business, nursing, or related field preferred
3–5+ years of progressively responsible medical clinic or healthcare operations leadership experience
FQHC / Community Health Center experience strongly preferred
Demonstrated experience with quality improvement and operational redesign in a primary care or multi-specialty medical setting
Ability to pass required background checks
Strong systems thinking and operational judgment
Ability to lead through influence and coaching
Data-driven decision making
Deep understanding of medical clinic operations and patient flow
Financial, staffing, and productivity acumen
Excellent communication across diverse teams
Comfort operating in ambiguity and complexity
Lean mindset with respect for people

Responsibilities

Provide direct leadership and oversight for Medical Clinic Managers across all medical clinic locations.
Ensure consistent operational standards, workflows, and performance expectations across medical clinics.
Act as the primary operational liaison between medical clinic sites and senior leadership.
Support Medical Clinic Managers in daily problem solving, escalation, and execution of organizational initiatives.
Own medical clinic-level access and throughput performance, including: Patient wait times, Cycle times, Third Next Available Appointment (TNAA), Visit completion and no-show trends, Provider panel size and capacity management.
Use data to identify bottlenecks in front office, rooming, provider flow, and checkout.
Partner with scheduling, call center, and centralized services to align demand and capacity for medical visits.
Apply Lean concepts (standard work, visual management, load leveling, real-time rebalancing) to medical clinic operations.
Design, implement, and sustain a Daily Management System (DMS) across medical clinics.
Establish Leader Standard Work for Medical Clinic Managers and reinforce consistent use.
Sponsor and coach PDSA cycles and root cause analysis on recurring barriers to medical clinic access and flow.
Ensure improvements translate into updated standard work, not one-time fixes.
Lead, coach, and develop Medical Clinic Managers as frontline operational leaders.
Support Medical Clinic Managers in: Performance management, Staff development, Training and onboarding, Staffing models and coverage planning for medical providers and support staff.
Foster a cooperative, respectful, and accountable work environment consistent with Heritage Health values.
Partner with Medical Directors and Clinical Leadership in a dyad leadership model to align operational and clinical priorities for medical providers.
Support onboarding, ramp-up, and panel-building processes for new medical providers in coordination with provider recruitment and credentialing.
Monitor provider productivity, schedule utilization, and access metrics, and partner with clinical leadership to address performance gaps.
Oversee medical clinic budgets, labor utilization, and productivity performance.
Monitor financial drivers including visit volume, staffing efficiency, overtime, and supply usage.
Ensure economical use of facilities, equipment, and supplies.
Partner with finance and clinic leadership to address performance gaps.
Ensure medical clinics operate in compliance with: HRSA/FQHC requirements, Federal and state regulations, Organizational policies and procedures.
Support and participate in quality improvement initiatives, including UDS and HEDIS-related measures specific to medical services.
Reinforce a culture of safety and readiness for audits and site visits.
Collaborate with facilities leadership on building, equipment safety, and maintenance.
Coordinate medical clinic operations with centralized services including: Billing, Call Center, Referrals, Care Management.
Partner with clinical leadership in a dyad leadership model.
Support system-wide projects, pilots, and operational redesign efforts.
Regular and predictable attendance is an essential function of this position.
Performs miscellaneous job-related duties as assigned.
Fosters a person-centered environment and culture to meet the organization’s mission, vision, and values.
Accountable for fostering an environment and culture that focuses on fulfilling the organization’s mission, vision, and values through collaboration.
Leads and mentors direct reports so that they have the tools and resources needed to partner efficiently with each other, employees and community partners.
Practices effective communication with active listening, adaptability, empathy, and transparency.
Leads by an example of self-awareness and curiosity by proactively seeking feedback and modifying behavior accordingly.
Ensures every member of the team works to their fullest potential by driving engagement, accountability, setting goals, and providing direction.
Fosters a trust-based work environment as a leader by modeling dignity, respect, fairness, and confidentiality.

Benefits

100% employer-paid medical, dental, and vision insurance for full-time employees
Generous employer contributions for dependents
200 hours (25 days!) of all-in-one PTO—covering vacation, personal, sick, and holiday time
Option to cash out extra time off
Extended Illness Bank (EIB)
403(b) retirement plan with automatic enrollment
Competitive employer match—100% of the first 3% and 50% of the next 2% you contribute
Employer-paid life and long-term disability coverage
Voluntary options for extra protection
Employee Assistance Program (EAP)
Student loan repayment program for eligible positions
LifeFlight membership for emergency medical transport
Access to a dedicated benefits advocate team