PRIMARY FUNCTION

The Market Director, Operations collaborates with Executive Leadership and the management of all departments to define a strategy for growth and to assess, plan, develop and implement best practice business processes that enhance practice profitability and improve daily operations. The Market Director, Operations is responsible for all facets of operations integration, centralized practice operations, process improvement, practice insights, market operational and financial performance, and strategic business support of a targeted, regional portfolio of medical practices, typically 10-25 in size (the “Market”).

ESSENTIAL DUTIES AND RESPONSIBILITIES

This list may not include all of the duties that may be assigned.

Works closely with Market President and other Market Directors, to drive optimal clinical operations, financial performance, excellent patient satisfaction and strategic growth initiatives.

Partners with regional clinical leadership in a high-functioning relationship to own and oversee market operations.

Conducts regular cadence of site visits across the market portfolio to maintain direct visibility into clinic operations, staff culture, and clinician experience.

Champions consistent practice branding, facilities standards, and patient environment across all clinic locations.

Drives the evaluation, planning, and execution of best practices and strategic initiatives across all practices, with a focus on technology optimization and Continuous Quality Improvement (CQI). Monitors, creates, and executes action plans to deliver optimal performance on Enterprise KPIs within the designated market.

Drives a positive organizational culture ensuring the PA Family of Companies is the preferred place for clinicians to practice medicine and practice staff to work.

Leads talent development for RPAs and PMs, including structured performance conversations, coaching, succession planning, and progressive accountability.

Partners with counterparts across the enterprise to design and execute best operational practices, efficient process design, and standardized and tightly managed practice staffing.

Represents PA in collaboration with Managed Care Leadership in dialogues with key market payors and supports VBC, payor contract analysis and performance management.

Partners with the business development and practice integration/transformation teams to successfully identify, negotiate and manage the on boarding of new practices or the creation of denovo sites in the Market. Grows acquired practices and optimizes performance.

Identifies organic growth opportunities within the existing portfolio - including extended hours, telehealth expansion, and panel optimization - to increase visit volume without adding sites.

Monitors and manages practice performance, reviews and approves monthly financial and operational changes.

Partners with the Leadership Team in the preparation, review and approval of annual budgets for the Market.

Evaluates Market practices’ productivity and financial performance, develops recommendations for improvement and implements change.

Tracks and reports on market growth metrics (new patient volume, visit trends, market share, payer mix shifts) and develops action plans in response.

Performs other duties as assigned.

SUPERVISORY RESPONSIBILITIES

Oversees management level personnel and matrix manages throughout the organization at all levels. Operationally supervises the Regional Practice Administrator roles for the assigned Region offices.

QUALIFICATIONS

EDUCATION: Bachelors Degree required, MBA or other advanced degree strongly preferred.

EXPERIENCE:

Minimum 5 years of progressive experience in Healthcare Administration with Operations expertise required.

Prior physician practice management experience required.

KNOWLEDGE, SKILLS AND ABILITIES

Knowledge of management, lean and business practices to direct a clinical services department

Knowledge of the principles of finance and budgeting to develop and manage a budget and develop business cases for investment decisions

Strategic skill in analyzing market conditions and identifying optimal locations for incremental investment to drive growth

Skill in establishing and maintaining effective working relationships with staff, patients and physicians

Skill in identifying problems and effective resolutions

Excellent verbal and written communication skills

Ability to establish and maintain quality control standards

Knowledge of standard clinic operations, medical and safety practices

Ability to plan, prioritize, organize and direct the work of others

Located in or near the boundaries of the defined Market (or willing to relocate) to enable direct engagement with clinicians and staff

TYPICAL WORKING CONDITIONS

Non-patient facing

Working in a professional office environment

May involves high and frequent call volume

Environment requires ability to multi-task, communicate clearly and concisely, data entry for extended period of times

Sitting or standing for long periods; may require stooping, bending, stretching

Requires manual dexterity sufficient to operate a keyboard and other office equipment

PERFORMANCE REQUIREMENTS

Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI and PHI (Protected Health Information) in accordance with organizational policy, Federal, State, and local regulations. The foregoing description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job. It is intended to be an accurate reflection of the general nature of level of the job.