Senior Operations Manager - Concierge Primary Care (Practice Director, Healthcare Administrator)

Private Medical • San Francisco, CA

12d • Onsite

About The Position

Private Medical is seeking an experienced people manager to join their team in San Francisco as a Senior Operations Manager. This pivotal role will oversee their largest facility, which includes 4 clinical suites, C-Suite + Administration, 10+ physicians, primary care, pediatrics, gynecology, and a staff of 40+. The role requires the highest levels of professionalism, discretion, and business acumen. The ideal candidate will have strong and proven people management skills, excellent interpersonal skills, the ability to adapt to individual needs, and a focus on fostering an inclusive and high-performing team. As the Site Operations Manager at Private Medical, you will be the driving force behind the overall success of your designated site. You will be responsible for the seamless day-to-day operations, ensuring the delivery of exceptional care to valued members and fostering a positive and productive work environment for your team. This role requires a proactive and results-oriented individual with strong leadership, organizational, and problem-solving skills. You will directly manage the Patient Care Administrators (PCAs), oversee operations of the entire office, and work collaboratively with the Lead Physician and RN Manager to uphold the clinical mission and service standards.

Requirements

• A minimum of 7+ years of progressive experience in healthcare operations management, preferably in a concierge or private practice setting.
• Must have experience in leading and managing teams, including direct performance management responsibilities for large teams.
• Bachelor's degree in healthcare administration, business administration, or a related field required.
• Strong understanding of healthcare operations, patient service standards, and regulatory compliance (OSHA, HIPAA).
• Excellent organizational, problem-solving, and decision-making skills.
• Exceptional communication, interpersonal, and conflict resolution abilities.
• Demonstrated ability to identify inefficiencies, implement improvements, and drive positive change.
• Experience managing budgets and controlling operational costs.
• Advanced proficiency with Apple products and electronic health records (EHRs)
• Strong leadership presence with the ability to motivate and inspire a team.
• Member-focused with a genuine commitment to providing exceptional service.
• Proactive and results-oriented with a focus on achieving operational goals.
• Excellent communication and interpersonal skills with the ability to build strong relationships.
• Ability to work independently and collaboratively within a team environment.
• High level of professionalism, integrity, and discretion.
• Adaptable and resilient in a fast-paced environment.

Nice To Haves

• Masters degree preferred.

Responsibilities

• Oversee all aspects of daily site operations, ensuring efficient workflows and optimal resource utilization to support clinical activities and member needs.
• Provide direct supervision and performance management for Patient Care Administrators (PCAs), including recruitment, onboarding, training, performance reviews, and off-boarding.
• Develop and manage staff schedules, PTO requests, and coverage plans to ensure adequate staffing levels and uninterrupted service delivery.
• Work closely with the Lead Physician and RN Manager as clinical advisors to ensure operational processes align with clinical protocols and facilitate the delivery of high-quality patient care.
• Champion a member-centric approach, ensuring the delivery of exceptional service standards. Proactively address member concerns, manage service recovery efforts, and contribute to member retention strategies.
• Identify site inefficiencies, underperformance, and potential challenges. Escalate these issues to central leadership with proposed solutions and resource needs to drive continuous improvement and site success.
• Maintain a strong and collaborative working relationship with the Lead Physician and RN Manager leveraging their clinical expertise for informed decision-making regarding site operations.
• Cultivate a positive, collaborative, and supportive work environment. Act as the first point of contact for staff concerns and facilitate conflict resolution effectively.
• Ensure the site adheres to all safety, OSHA, and HIPAA regulations and internal policies. Oversee the implementation and maintenance of compliance protocols.
• Partner with leadership to analyze staffing needs, develop efficient and cost-effective staffing models, and implement strategies to ensure appropriate coverage across all clinical sites.
• Manage the site's operating budget, including expenses related to moonlighting, meals, supplies, vendor payments, and employee appreciation initiatives, ensuring responsible resource allocation.
• Lead and participate in quality improvement initiatives, utilizing data to identify trends, implement evidence-based practices, and measure outcomes.
• Maintain the office space, technology, and peripherals in excellent working order and appearance. Collaborate with the Real Estate and Information Technology departments to ensure consistently high standards.
• Actively participate in assigned committees, projects and tasks to support site and organizational needs.

Benefits

• A competitive starting salary commensurate with years & type of experience and skills
• 401(k) with a match (up to 3% of salary)
• Robust health benefits (medical, dental, vision)
• 3 weeks of paid time off plus 10 paid holidays off & 1 floating holiday & 1 volunteer day.
• A wide range of additional benefits including a wardrobe stipend, back up care expenses, education reimbursement for new certificates and courses

What This Job Offers

• Job Type: Full-time
• Career Level: Senior