Senior Director of Operations

OUTER CAPE HEALTH SERVICES INC-posted 1 day ago

$135,000 - $170,000/Yr

Full-time • Mid Level

Onsite • Harwich, MA

101-250 employees

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Joining Outer Cape Health Services isn't just about taking on a new role; it's about embracing a mission that goes beyond the day-to-day. Here, you become part of a dedicated team committed to safeguarding and nurturing invaluable community health resources. Our ethos is built on creating a vibrant and inclusive workplace where every team member is valued and recognized for their unique contributions. Our mission is to provide a full range of primary health care and supportive social services that promote the health and well-being of all who live in or visit the ten outermost towns of Cape Cod. OCHS now cares for more than 20,000 patients annually, and no one is denied access to services due to an inability to pay. Founded in 1987 through the merger of Health Associates of Provincetown (established in 1972) and the AIM Medical Center in Wellfleet (established in 1966), Outer Cape Health has a long history of successful growth and expansion in pursuit of this mission. As a Patient-Centered Medical Home, OCHS holds itself to the highest standards. Ensuring patients have access to care when they need it and request it and validating that staff are working at the top of their licensures, are the foundations of this model. At Outer Cape Health Services, our core competencies are the foundation upon which our organization is built, guiding us in our mission to deliver exceptional health services to our communities. Our focus on fostering teamwork ensures that we operate as a cohesive unit, valuing each member's contribution and working synergistically towards common goals. Integrity and honesty stand at the heart of everything we do, creating a culture of trust and respect among our team and the communities we serve. Embracing technology, we continually seek innovative solutions to enhance our services and operations. Finally, being patient-centered, we prioritize the needs and well-being of those we serve, striving to exceed expectations and make a meaningful difference in their lives. Reporting to the Chief Strategy Officer (CSO), The Senior Director of Operations is a key member of the leadership team responsible for ensuring high-quality, efficient, and compliant operations across all of OCHS’ clinical sites. This role provides strategic and operational oversight for clinical operations, practice management, compliance, referrals, medical records, radiology, patient experience, patient access, the outsourced call center, and revenue cycle. The Senior Director leads multi-disciplinary teams to optimize operational performance, support organizational growth, meet strategic initiatives, and sustain a positive patient and staff experience.

Provides strategic direction and operational oversight for the Operations Department.
Thinks strategically and proactively on how to better leverage resources to optimize productivity, efficiency, patient and staff experience, health outcomes, and cost containment.
Develops, implements, and evaluates operational policies, workflows, and best practices to ensure efficiency, quality, safety, and compliance with federal, state and internal regulations and requirements.
Partners with executive leadership and other key stakeholders on long-range planning, program development, and organizational initiatives that align with mission and strategic priorities.
In collaboration with the CSO, manages key external vendors by maintaining strong relationships, monitoring performance against service expectations, and routinely evaluating vendor fit based on service quality, pricing, contract terms, and organizational needs.
Oversees daily operations of clinical sites, ensuring appropriate staffing, patient flow, provider productivity, and patient access. Provides direct supervision to the Practice Managers.
Oversees outsourced call center performance, ensuring high-quality service delivery, adherence to KPIs, and integration with internal workflows.
Ensures consistent standards of practice from site-to-site and raises any areas of concern to the CSO and/or CMO. Works collaboratively to address any issues or inconsistencies.
Guides development and optimization of scheduling workflows, templates, and access standards.
Evaluates operational performance indicators and drives continuous improvement using data-driven methodologies (LEAN, PDSA, etc.).
Collaborates with medical leadership to support team-based care optimization, clinical quality, and population health initiatives.
Ensures the organization maintains compliance with HRSA, FTCA, federal, state, and local regulatory standards. Provides direct supervision to the Compliance Manager.
Works closely with Compliance Manager and Risk Manager to prepare for audits, renewals, operational site visits (OSVs), and internal reviews.
Works closely with the Compliance Manager to maintain OCHS’ emergency preparedness plan.
Maintains current knowledge of healthcare regulations affecting FQHC operations.
Liaises with outside legal counsel, as directed.
Oversees the Referrals department to ensure timely, appropriate, and coordinated specialty access for patients.
Oversees the Medical Records department to ensure timely, secure, accurate, and HIPAA-compliant documentation and release of information processes.
Oversees Radiology operations, ensuring alignment with clinical needs, regulatory standards, and equipment requirements.
Directly oversees the Director of Revenue Cycle and Patient Experience. Collaborate closely with the Director to:
Ensure efficient front-end operations, including registration, insurance verification, authorizations, and encounter accuracy. This includes pre-registration activities.
Ensure timely and accurate payer enrollment.
Monitor key revenue cycle metrics (denials, A/R, charge capture) and implement operational improvements that support financial sustainability.
Monitor patient feedback, complaints, and experience metrics, ensuring timely resolution and system-level improvements.
Lead initiatives to improve patient satisfaction, access to care, equity, and service standards across all sites.
Take a lead role in receiving, processing and responding to patient complaints. Collaborate with the Compliance Manager, CSO and/or clinical leadership, as needed.
Leads, mentors, and evaluates direct reports.
Promotes a culture of accountability, collaboration, innovation, and continuous improvement.
Supports staff training, competency development, and workforce planning.
Prepares and manages operational budgets, ensuring responsible stewardship of OCHS’ resources.
Forecasts operational needs, optimizes resource allocation, and supports capital planning.
Travels to all OCHS sites on a consistent basis.
Adheres to HIPAA rules including maintaining strict patient confidentiality.
Attends/completes all required training and participate in meetings as required.
Performs other related duties as required or assigned.

A Bachelor’s degree in health management/administration, business or another related field is required.
7+ years of progressive operational leadership experience in a healthcare setting, preferably in a FQHC or other primary care or ambulatory care setting.
A minimum of 3 years of supervisory and management experience.
Demonstrated experience overseeing multi-site clinic operations.
Strong knowledge of FQHC regulations, workflows, and operational standards.
Previous experience with the Epic EMR.
Excellent verbal, written and interpersonal communication skills.
Ability to multi-task, troubleshoot and develop collaborative relationships to meet job responsibilities and organizational goals.
Strong analytical skills and attention to detail. Comfort with data and process improvement projects.
Customer-service orientation and previous experience with managing relationships with clinicians and addressing patient concerns and complaints.
Proficient with Microsoft Office suite including Word, Excel, PowerPoint and Teams.
Ability to access all clinic locations with use of personal reliable vehicle (including travel to and between sites)

A Master’s degree (MHA, MBA, MPH) is preferred.
Experience overseeing revenue cycle components, call center operations and/or ancillary services (such as radiology) is preferred.
Training on Lean/six sigma improvement frameworks is preferred.

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