VP, Site Operations (Primary Care - Concierge Medicine)

Private Medical • San Francisco, CA

2d • Hybrid

About The Position

Private Medical is a leading provider of concierge medical care, offering highly personalized and proactive primary medical services to discerning clientele. With over 20 years of experience, the company operates 7 offices across CA, CT, FL, and NY, serving an average of 100 members per physician. They maintain a proprietary network of over 4,000 specialist relationships worldwide. The company is seeking a hands-on operations leader to oversee a newly created Site Operations function. This role will be responsible for day-to-day execution of clinical workflows, ensuring consistency, quality, and an exceptional member experience across multiple geographically distributed primary care clinics. The VP will coach and develop a team of site-level Operations Managers, manage roughly half the company's headcount, and drive continuous improvement to enable organizational scaling. This is a key leadership position within a fast-growing, category-defining concierge care organization.

Requirements

• Bachelor’s degree required
• 10+ years of health care clinical operations management experience
• At least 3 years managing geographically-dispersed, multi-site operations and overseeing site-level managers.
• Demonstrated experience managing site-level managers and building high-performing teams
• Proven ability to work cross-functionally and partner effectively with other executive leaders
• Experience driving standardization and change management in physician-driven organizations, balancing consistency with clinician flexibility.
• Passion for exceptional customer experience and ability to inculcate that passion into middle management and front-line teams, especially for highly discerning clientele that expect high quality, elevated interactions, and complete discretion.
• Excitement to build a high performing team at all levels that embraces our mission and opportunity to deliver uniquely distinctive healthcare for our members
• Excellent communication skills, both written and verbal, for both internal team communications and external patient communications
• Strong analytical skills and comfort working with operational data, dashboards, and financial reports
• Comfort with technology and technology driven change, including healthcare technology systems and expected future initiatives incorporating AI tools and more advanced analytics into clinical practice
• Executive leadership and presence that can build trusting relationships with physicians and foster collaboration with other executives and company founders.
• Based in the San Francisco Bay Area
• Willingness and ability to travel frequently (40-50%) to sites in Southern California, Florida, New York, and Connecticut.

Nice To Haves

• Advanced degree a plus
• Additional exposure to concierge medicine or other high end service environments is preferred.

Responsibilities

• Ensure consistent execution of operational standards across all seven clinic locations to deliver a high-quality experience to both members and colleagues, with a focus on standardization and continuous improvement.
• Serve as the connective tissue between Site Operations and Central Operations, translating company-wide standards into on-the-ground execution.
• Develop and maintain standardized operating procedures, workflows, and quality benchmarks in close collaboration with the Central Operations team.
• Oversee and drive accountability for critical non-negotiables such as patient privacy compliance, workplace safety, in-office lab certification, and adverse-event handling.
• Travel regularly to each site to assess operations, support site teams, conduct reviews, and resolve escalations.
• Champion the patient experience across all touchpoints — from scheduling and check-in through follow-up and care coordination.
• Partner with site managers and physicians to drive member satisfaction and retention while protecting member confidentiality and discretion.
• Establish and track key metrics related to member satisfaction, wait times, service frequency/quality, and member retention.
• Oversee response to patient escalations and use findings to drive systemic improvements across all sites.
• Identify operational inefficiencies at the site-level and develop scalable solutions.
• Support new site openings and expansions, including staffing, equipment, and workflow buildout.
• Evaluate and implement technology and tools that improve clinic operations in partnership with the Central Operations and Technology teams.
• Partner with physician colleagues to champion the drive for greater operational excellence and consistency, while balancing physician independence and individuality.
• Ensure operational coverage model supports members' expectation of round-the-clock access across all time zones and support time sensitive escalations outside of business hours.
• Lead, develop, and manage a team of Operations Managers and Regional Nurse Managers across all seven sites, providing coaching, feedback, and professional development.
• Partner with HR and site leaders to build high performing site teams through hiring, onboarding, performance management, and leadership development for front-line staff.
• Build a high-accountability, high-support culture that identifies, trains, engages, cultivates, and retains top talent.
• Partner with the CEO and executive team to provide regular operational reporting, strategic recommendations, and proactive identification of risks and opportunities.
• Collaborate cross-functionally with Medical, Finance, HR, Technology, and Central Ops teams to align operational priorities.
• Partner with Finance to oversee site level budgeting and financial performance.
• Represent Site Operations in strategic planning processes and board-level reporting as needed.

Benefits

• We believe the interview process should be as transparent, thoughtful, and engaging as the care we provide to our members.
• Our commitment is to provide clear communication, timely updates, and a respectful candidate experience throughout the process.
• At Private Medical, we know that a great experience for patients, physicians, and the entire team transpires when people from different geographies, religions, ethnicities, political affiliations, genders, abilities, and creeds engage in collaboration.
• It is vital that we remain curious and compassionate towards ourselves and others, that we celebrate the new perspectives diversity invites us to see, and that we learn and adapt to the influence of our community to foster a safe and collaborative space.

What This Job Offers

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