CHIEF OPERATIONS OFFICER

GENERAL DESCRIPTION OF POSITION:

The Chief Operations Officer (COO) is a senior executive responsible for the operational performance and continuous improvement of Su Clínica's multi-site health center operations. Reporting directly to the CEO, the COO translates strategic priorities into measurable operational results, overseeing patient access, clinical support operations, facilities, community outreach, and the day-to-day functions that enable Su Clínica to deliver high-quality, mission-aligned care.

As a key member of the Executive Leadership Team, the COO partners closely with clinical, financial, human resources, behavioral health, dental, and administrative leaders to ensure operational excellence, consistent execution, and organizational accountability across all locations and service lines. The COO is responsible for developing operational systems, building leadership capacity, improving patient access, strengthening the patient experience, and ensuring that organizational goals are achieved through disciplined execution and continuous improvement

The COO is the operational leader for this transformation, ensuring that strategic initiatives move beyond planning and are successfully implemented across the organization. This role requires a visible, hands-on leader who is comfortable leading through change, developing managers, using data to drive decisions, and creating alignment across departments and locations.

ESSENTIAL JOB FUNCTIONS: (With or without accommodations)

• Operational Performance & Execution

• Oversees daily operations of all clinic locations and service lines, ensuring efficient, effective, and patient-centered delivery of care

• Establishes operational performance standards, metrics and accountability systems that support organizational goals related to access, productivity, quality, patient experience and financial sustainability

• Ensures operational consistency across all clinic locations through standardized workflows, policies, procedures, and performance expectations

• Collaborates with clinical leadership to optimize provider productivity, clinical support operations, patient throughput, and overall operational efficiency

• Utilizes operational, financial, quality, and patient access data to identify opportunities for improvement and drive performance across the organization

• Develops and implements operational policies, procedures, and best practices that support organizational objectives and regulatory requirements

• Patient Access, Growth & Service Excellence

• Leads organizational initiatives to improve patient access, reduce barriers to care, and expand services to meet community needs

• Oversees scheduling operations, patient flow, referral management, call center functions, and capacity management strategies

• Supports the implementation, optimization, and ongoing management of Open Access scheduling models and other patient access initiatives

• Partners with clinical leadership to maximize provider capacity, improve patient retention, and achieve organizational growth targets

• Monitors patient experience metrics and implements strategies for continuous improvement

• Leadership Development & Accountability

• Provides leadership, supervision, coaching, and development for clinic managers, operational leaders, and departments under the COO's supervision

• Builds leadership capacity through the organization by developing managers, strengthening accountability, and fostering operational excellence

• Establishes clear performance expectations and accountability measures for operational leaders and teams

• Conducts regular operational reviews, performance evaluations, and leadership development activities

• Promotes a culture of ownership, teamwork, transparency, service excellence, and continuous improvement

• Strategic Execution & Organizational Improvement

• Serves as a key member of the Executive Leadership Team and partners with organizational leaders to achieve strategic objectives

• Leads implementation and execution of organizational initiatives approved by the Board of Directors and Executive Leadership Team

• Develops operational work plans, monitors progress toward strategic goals, and ensures success execution of organizational priorities

• Identifies operational barriers and develops practical solutions that improve performance, efficiency, and organizational effectiveness

• Collaborates with Finance, Human Resources, Clinical Leadership, Planning, and Information Technology to support organizational growth and sustainability

• Supports organizational readiness for operational change initiatives, technology implementations, facility expansions, and service line growth

• Regulatory Compliance & Quality Support

• Ensures operational compliance with HRSA, FTCA, OSHA, CMS, NCQA, and all federal, state, and local regulatory requirements

• Supports organizational quality improvement initiatives and operational activities necessary to maintain Patient Centered Medical Home (PCMH) recognition and other accreditation standards

• Serves as executive sponsor for operational compliance, environmental safety, facility readiness, emergency preparedness, and related regulatory activities

• Collaborates with Quality, Compliance, and Clinical Leadership to ensure operational practices support patient safety and regulatory compliance

• Facilities & Operational Infrastructure

• Provides executive oversight of facilities management, maintenance operations, capital improvement projects, environmental safety, and infrastructure planning

• Ensures all facilities are maintained in a safe, compliant, and operationally effective manner

• Oversees facility inspections, preventative maintenance programs, emergency preparedness activities, and corrective action plans

• Collaborates with Finance and Executive Leadership on facility planning, construction projects, equipment replacement, and capital investment priorities

• Financial Stewardship

• Develops and manages operational budgets for departments under the COO's supervision

• Monitors expenditures, staffing levels, productivity, and operational performance to ensure responsible use of organizational resources

• Partners with Finance to improve operational efficiency, optimize revenue opportunities, and support long-term financial sustainability

• Utilize operational and financial performance data to inform decision-making and resource allocation

• Other Responsibilities

• Represent Su Clinica at community meetings, professional organizations, conferences, and collaborative partnerships as appropriate

• Travels regularly between clinic locations to maintain operational visibility and leadership presence

• Maintains regular and predictable attendance in accordance with organizational policies

• Performs other duties as assigned by the Chief Executive Officer

• Supervisory Responsibilities

• Provides direct supervision and leadership to operational departments and leaders assigned to the COO, including but not limited to Clinic Managers, Program Administrators, Facilities/Maintenance, Laboratory Operations, Community Outreach, Social Services, and other operational functions as assigned.

POSITION DIRECTLY SUPERVISED: WHC Program Manager, Clinic Manager, 2 Practice Managers, .5 Administrative Assistant, 1 Maintenance Supervisor, Director of Social Services, Director of Community Outreach, Dental Clinic Manager

KNOWLEDGE, SKILLS, AND ABILITIES: (use of equipment, job related knowledge, language, etc.)

• Knowledge of healthcare operations, ambulatory care delivery systems, and community health center/FQHC environments.
• Knowledge of operational performance management, process improvement methodologies, change management principles, and organizational development.
• Knowledge of federal, state, and local laws and regulations affecting healthcare operations, including HRSA, FTCA, OSHA, CMS, and other applicable regulatory requirements.
• Knowledge of budgeting, financial management, productivity measurement, operational analytics, and performance improvement strategies.
• Knowledge of patient access strategies, scheduling operations, patient flow optimization, referral management, and customer service best practices.
• Demonstrated ability to lead complex, multi-site healthcare operations and drive organizational performance through effective execution and accountability.
• Ability to analyze operational, financial, quality, and productivity data and use findings to support strategic and operational decision-making.
• Ability to establish organizational priorities, develop actionable plans, and achieve measurable results.
• Ability to lead, coach, mentor, and develop managers and operational leaders.
• Ability to lead organizational change initiatives and successfully navigate complex operational environments.
• Ability to identify problems, evaluate alternatives, make sound decisions, and implement effective solutions.
• Ability to communicate effectively with employees, leadership, community partners, government agencies, Board members, and external stakeholders.
• Ability to prepare and deliver presentations, reports, and recommendations to executive leadership and the Board of Directors.
• Strong interpersonal, organizational, and leadership skills.
• Proficiency with Microsoft Office applications, healthcare information systems, reporting tools, and other technology platforms used to support healthcare operations.
• Ability to maintain confidentiality and exercise sound judgment in handling sensitive organizational information.
• Ability to communicate effectively in English; bilingual English/Spanish strongly preferred.
• Ability to travel regularly between clinic locations and other business-related destinations.
• Ability to work flexible hours as needed to support operational requirements and organizational priorities

Skilled in leading organizational change, operational improvement initiatives, and performance management programs.

Skilled in using operational and financial data to drive decision-making and improve organizational performance.

Minimum Qualifications/Certificates/Licenses/Registrations Required:

• Bachelor's degree required. Master's degree in healthcare administration, Business Administration, Public Health, or related field preferred. Minimum seven years progressive healthcare leadership experience, including multi-site operational responsibility. Experience leading operations in a Federally Qualified Health Center (FQHC), community health center, integrated delivery system, physician group, health system, or similar healthcare environment strongly preferred. A minimum of 2 years of experience in a Suite C setting preferred.

SPECIAL INSTRUCTIONS: Due to the nature of SCF Services, it may be necessary for employees to work extended hours or other variations of the usual shift to ensure adequate care to patients and to maintain service to the community.