VP, Site Operations (Primary Care - Concierge Medicine)

Private Medical•San Francisco, CA

3d•Hybrid

About The Position

Private Medical is the country’s leading provider of concierge medical care. For over 20 years, we have been at the forefront of building this emerging category by serving the most discerning clientele with best-in-class primary medical care. We provide highly personalized and proactive service, with direct access to our physicians. Each physician, supported by a dedicated nurse and patient care administrator, has an average panel of 100 members. We maintain a proprietary network of over 4,000 specialist relationships across over 200 cities worldwide, to ensure our clients get to the right expert at the right time. Our 150+ employees are based across our 7 offices in CA, CT, FL, and NY. We proudly remain physician owned and physician led. Our ambition is to bring exceptional medical care to a much wider audience across geographies and demographics. We are seeking a proven, hands-on operations leader with experience leading teams across multiple geographically distributed primary care clinics. You will oversee a newly created function called Site Operations, with 9 direct reports and overall responsibility for site-based staff representing roughly half the company’s headcount. You will own and oversee day-to-day execution of crucial clinical workflows, ensuring consistency, quality, and an exceptional member experience. You will drive continuous improvement across clinic processes to enable the organization to scale. You will coach, develop, and manage a team of site-level Operations Managers and work with them to recruit, train, and performance manage front-line team members. As a member of the leadership team, you will partner with other leaders across the organization to drive innovation in the clinic and across the business. This is a rare opportunity to shape the future of a fast-growing, category-defining concierge care organization. You will help us deliver an exceptional member experience while building and maintaining the operational foundation needed to support continued growth and innovation.

Requirements

Bachelor’s degree required; advanced degree a plus.
10+ years of health care clinical operations management experience, with 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 (where over half of our front-line team is based) with willingness and ability to travel frequently (40-50%) to sites in Southern California, Florida, New York, and Connecticut.

Nice To Haves

Additional exposure to concierge medicine or other high end service environments is not required but preferred.

Responsibilities

Ensure consistent execution of operational standards across all seven clinic locations to deliver 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. (Central Operations will include Pharmacy, Medical Records, Credentials/Licensure, and other Special Projects/Initiatives.)
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 - partnering 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 (Patient Care Administrators, Nurses and Medical Assistants) across all locations (in partnership with Medical and Nursing leadership regarding clinical competencies)
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