Director of Operations

Piedmont Cancer Institute•Atlanta, GA

23h•Hybrid

About The Position

Piedmont Cancer Institute (PCI) has served the Metro Atlanta community for over 38 years, providing exceptional cancer care based on Compassion, Innovation, Communication, and Integrity. The team includes 17 physicians and 20 Advanced Practice Providers across 6 growing locations, all committed to excellence. PCI combines cutting-edge treatments with deep clinical expertise and compassion to offer comprehensive care, focusing on patient and family support and internal collaboration. A career at PCI offers purpose, passion, connection, and a lasting impact. The institute seeks talented individuals who value Compassion, Innovation, open Communication, and Integrity to advance hope and healing in the community.

Responsibilities

Lead office and HIM managers with clear expectations for performance, accountability, and culture.
Standardize workflows and operating procedures across all sites to ensure consistency and quality.
Monitor performance and proactively address operational gaps, inefficiencies, and variation.
Own the end-to-end process from referral initiation through first patient visit.
Ensure timely, accurate, and coordinated referral intake, scheduling, and patient readiness.
Improve responsiveness and communication with referring providers.
Eliminate delays, handoff failures, and breakdowns in the intake and scheduling process.
Establish standardized processes for new, follow-up, and return visit scheduling.
Ensure scheduling aligns with clinical intent and supports continuity of care.
Reduce no-shows and care gaps through proactive scheduling and follow-up processes.
Oversee outbound referral coordination to support complete care plans.
Design and continuously improve the end-to-end patient and referring provider experience.
Map and manage key touchpoints across intake, onboarding, scheduling, and follow-up.
Define and enforce service standards (timeliness, communication, reliability).
Lead redesign initiatives for critical workflows and “moments that matter.”
Lead a blended workforce of onsite, remote, and outsourced team members.
Establish clear roles, expectations, and service standards across all work environments.
Ensure strong coordination, communication, and accountability across distributed teams.
Monitor productivity, responsiveness, and quality across all functions.
Improve patient access by optimizing intake and scheduling processes.
Monitor key metrics such as referral conversion, time to first visit, and scheduling efficiency.
Balance access, capacity, and operational performance across sites.
Establish a disciplined operating cadence, including KPIs, reporting, and performance reviews.
Lead process improvement initiatives across intake, scheduling, and information flow.
Use data, observation, and feedback to identify issues and drive sustainable improvements.
Scale best practices across all clinic locations.
Oversee the performance and optimization of front-end operational systems and tools.
Partner with IT and clinical leadership to improve EMR workflows and system integration.
Identify and implement automation opportunities to improve efficiency and accuracy.
Ensure alignment between technology capabilities and operational processes.
Partner with Clinical, Revenue Cycle, IT, Finance, HR, and Marketing to align operations and eliminate friction.
Ensure seamless coordination across referral intake, scheduling, financial clearance, and clinical readiness.
Support organizational growth by strengthening access, referral experience, and operational scalability.
Have access to PHI and ePHI as required to fulfill job responsibilities.
Limit access to designated record sets essential to job functions in accordance with the minimum necessary standard of HIPAA.