Director of Practice Operations in Salem, Massachusetts at North Shore Community Health Inc

Position Overview

The Director of Practice Operations (DPO) plays a pivotal role in strengthening the operational infrastructure that supports North Shore Community Health’s (NSCH) ability to deliver high-quality, accessible, and patient-centered care. Working in close partnership with the Chief Operations Officer (COO), clinical leadership, and cross-functional teams, DPO leads initiatives that modernize workflows, advance technology-enabled systems, and build sustainable processes that enhance efficiency, compliance, and the overall patient experience across all NSCH sites.

The DPO oversees the development, integration, and continuous improvement of core operational functions, including pharmacy operations, vendor and contract management, facilities and environment of care, emergency preparedness, incident response management, inventory and supply chain, and health information management (HIM). This role ensures that operational systems—such as faxing, scanning, records management, delivery coordination, and safety/security reporting—are consistent, reliable, and scalable to meet organizational needs.

The Director of Practice Operations directly supervises the Operations Project Manager, Facilities Manager, HIM Specialist, and other assigned staff, fostering strong teamwork, accountability, and alignment of day-to-day operations with NSCH’s strategic priorities. As a key member of the Operations Leadership Team, the DPO develops operational frameworks, data tools, KPIs, and performance improvement strategies that enhance organizational decision-making, strengthen compliance with HRSA, OSHA, DPH, and related regulatory requirements, and support a culture of continuous learning and operational excellence.

Essential Duties and Responsibilities

Strategic and Project Leadership

1. Develop, manage, and execute short- and long-term operational initiatives and performance improvement projects.

2. Collaborate with the COO and senior leadership to align operational strategy with organizational goals and regulatory standards.

Systems and Process Oversight

3. Lead the design, implementation, and continuous improvement of operations systems (faxing, scanning, HIM, records management, and related platforms).

4. Identify workflow efficiencies and develop standardized operating procedures to enhance productivity and service quality.

Emergency Preparedness & Incident Response

5. Serve as the organization’s Emergency Preparedness Coordinator, maintaining site-specific plans, conducting drills, and ensuring compliance with HRSA and DPH requirements.

6. Oversee safety and security incident response workflows, including coordination of R2D2 reporting, follow-up actions, and cross-departmental communication for timely resolution.

Vendor and Contract Management

7. Manage key vendor relationships and contracts to ensure compliance, cost-effectiveness, and service quality.

8. Lead the evaluation, negotiation, and renewal of operational service contracts.

Facilities and Environment of Care

9. Oversee facility operations and maintenance, ensuring safe, compliant, and patient-ready environments.

10. Manage the Environment of Care Plan, including required documentation, inspections, and corrective action plans.

Inventory and Supply Chain

11. Direct the full lifecycle of inventory management, including procurement, tracking, and optimization across all sites.

Data and Performance Management

12. Establish, monitor, and report Key Performance Indicators (KPIs) to assess operational efficiency and inform strategic decisions.

13. Use data analytics to support continuous improvement and operational transparency.

Required Skills and Abilities:

• Proven record of accomplishment in successfully managing projects and using analytics to support evidence-based management.

• Elevated level of proficiency in Microsoft Office applications (Excel, Word, PowerPoint, Outlook, etc.) required. Experience with electronic medical records systems preferred.

• Excellent verbal and written communication skills, attention to detail and overall organizational skills.

• Proven ability to prioritize and execute tasks in a fast-paced environment, while working collaboratively with medical staff and other clinical operations partners.

• Demonstrated effective analytical and creative problem solver.

Education & Experience

• Bachelor’s degree in Public Health, Business Management or a Healthcare related field. Five years of experience in Healthcare/Public Health can be a substitute for a degree.

• At least three years of experience in health care/public health or related field.

• Project management or data analytics certifications preferred but not required.

Work Environment Conditions

• Potential exposure to infectious diseases

• This position operates in a professional, fast-paced, and collaborative environment.

• Regular interaction with colleagues, supervisors, and/or clients occurs in person, by phone, and via digital communication platforms.

• Standard office hours apply, with occasional flexibility required to meet deadlines, attend meetings, or respond to organizational needs.

• Work may require sitting or standing for extended periods, using computers and other standard office equipment.

• Employees are expected to follow all organizational policies and procedures, including those related to safety, confidentiality, and ethical conduct.

Physical Requirements (Include all relevant Physical demands of this position)

• Frequent standing, lifting, and assisting with patient transfers (particularly relevant for nursing and technical roles)

• Occasional lifting of materials (e.g., boxes, equipment) weighing up to 50 pounds

• Ability to sit or stand at a desk for extended periods, with consistent use of computers and telephones

• May be required to travel to multiple sites within a single day

As a health center, NSCH expects all employees to receive all required vaccinations and health screenings yearly. Moreover, as a condition of employment, all employees are expected to be vaccinated against COVID-19, including providing proof of having received the COVID-­19 vaccine, unless a religious or medical exception is granted. All prospective employees must be vaccinated before their first day of employment, and proof of vaccination record must be provided with pre­hire paperwork.

To request an accommodation from the vaccine requirement or if you have any questions about this mandate, please get in touch with the Human Resources Department at hr@nschi.org

North Shore Community Health is dedicated to building a diverse workforce. Are you excited about this role but feel that your experience does not align perfectly with every requirement in the job description?

We encourage you to apply! Your skills may be suited for this or other roles here at North Shore Community Health.

Living on the North Shore

With facilities in Salem, Peabody, and Gloucester, NSCH offers access to New England’s Coastal charm just thirty minutes outside Boston. The North Shore is connected to the city via the Rockport Commuter Rail line, which makes stops in Salem and Gloucester. The North Shore has plenty to offer, with a rich history and a thriving cultural scene.

For Information, Please Contact:

Talent Acquisition Department

North Shore Community Health

TalentAcquisition@nschi.org