Director, Network Operations

Primary Duties and Responsibilities

• Clinical Operations / Management: Provide 24/7 operational oversight of clinic functions, ensuring continuous, safe, and high-quality patient care across all hours of operation. Monitor, compile, and distribute clinical and performance metrics/reports, drive data-informed decision-making and accountability. Collaborate with Operations Directors and VP, Network Operations to centralize functions (e.g., call center, NPCs, floats). Lead the planning, implementation, and scaling of new patient care services across all sites, ensuring consistency and operational readiness. Ensure compliance with policies, procedures, and regulatory requirements; support safe, efficient, high-quality care. Act as escalation point for operational and patient care issues, including after-hours. Develop, implement, and monitor administrative policies, processes, and procedures. Provide administrative support for meetings: draft agendas, track action items, follow up on next steps. Optimize resource utilization and clinic workflows; facilitate multidisciplinary workgroups. Represent regional campuses on institute-wide committees. Drive resource allocation, staffing models, and workflow optimization to ensure appropriate coverage and throughput at all times.

• Regional Campus Oversight: Maintain full operational accountability for campus-based clinic performance, including staffing, patient flow, access, and service delivery. Manage implementation of new programs and coordinate multidisciplinary clinics. Track and reconcile safety reports; report trends and resolutions. Manage service level agreements and oversee the performance of host hospital ancillary services supporting regional campuses; track, escalate, address, and resolve service issues as they arise to ensure safe, efficient, and high-quality patient care and operational continuity. Liaise with Access Management, Billing, and FIO. Identify operational improvements in workflow, patient flow, and daily operations. Partner with Operations Director and Practice Manager on staffing: hiring, onboarding, performance management, and employee relations.

• Project Management and Quality Improvement: Support initiatives and programs across campuses to enhance operational performance and patient care. Identify and lead process and quality improvement opportunities. Participate in IT, Operations, and EMR projects as a subject matter expert. Serve on Quality/Process Improvement project teams to implement workflow and efficiency enhancements.  Lead and manage enterprise-level projects affecting regional campuses, partnering with IT, Operations, and cross-functional stakeholders to plan, implement, and optimize initiatives that improve workflows, patient flow, access, and overall operational performance.

• Leadership and Team Management: Supervises staff. Hires, develops, and manages staff to achieve organizational goals. Sets clear expectations, delivers feedback, and monitors performance for quality, efficiency, and compliance with policies and procedures. Mentors staff, fosters career growth, and cultivates a positive and productive work environment.

Knowledge, Skills and Abilities

• Expert in Microsoft Office, collaboration tools, and EPIC/clinical scheduling systems.

• Strong leadership and mentoring skills; builds high-performing, accountable teams.

• Exceptional written, verbal, and interpersonal communication across diverse audiences.

• Proven ability to lead complex projects, develop workflows, track metrics, and drive process improvements.

• Strategic thinker with independent decision-making, problem-solving, and critical thinking skills.

• Flexible and adaptable, leading effectively in dynamic, evolving operational environments.

Minimum Job Qualifications

• Bachelor’s degree required. Master’s degree (MHA, MBA or related) preferred.

• 8+ years of progressively responsible ambulatory care management or similar clinical care environment experience required.

• 2 years of managerial and supervisory experience in a hospital or clinical setting required.

• Project management, business planning, and/or implementation experience in healthcare preferred.

• Prior healthcare experience within a distributed campus strongly preferred.

License/Certification/Registration Required: None

Supervisory Responsibilities: Yes

• Directly supervises Practice Manager and network administrative staff.

Patient Contact: Yes

• Direct contact with ambulatory regional campus patients.

Special Working Conditions:

• Travel to the regional campuses will be required on a regular basis.