Director of Operations - Primary Care

• Enhanced Benefits Package: Enjoy a comprehensive benefits package that includes discretionary paid time off to ensure a healthy work-life balance and a 401(k) plan with employer match.
• Professional Growth Environment: At MFM Health, we are committed to your professional development. We offer continuous opportunities for learning and career advancement in a supportive and collaborative environment.

Key Responsibilities:

Operational Leadership

• Provide day-to-day operational oversight of all primary care sites and services, including Express Care (same-day sick visit operations).
• Directly oversee the Medical Assistant Supervisor and PCR (Patient Care Representative/Admin Team) Supervisor and Lead Advanced Practice Provider to optimize end-to-end patient experience, including scheduling, registration/intake, visit flow/throughput, and post-visit follow-up.
• Develop and implement workflows to improve efficiency, patient access, and care quality.
• Monitor and manage clinic performance metrics (e.g., access, throughput, patient satisfaction).
• Ensure consistency in processes, policies, and patient experience across locations.

Financial Performance

• Develop and manage departmental budgets.
• Identify opportunities to improve revenue cycle performance and cost efficiency.
• Partner with finance and billing teams to optimize reimbursement and reduce denials.
• Monitor productivity and staffing models to ensure financial sustainability.

Team Leadership & Development

• Lead, mentor, and support practice managers, supervisors, and administrative staff.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Support recruitment, onboarding, training and retention strategies for operational staff.
• Conduct performance evaluations and provide ongoing coaching for direct reports.

Quality & Compliance

• Ensure compliance with regulatory requirements (e.g., HIPAA, CMS, state regulations).
• Partner with MFM clinical and operational leadership to support quality initiatives, including HEDIS and ACO metrics.
• Drive performance in value-based care programs and population health initiatives.
• Support HCC coding accuracy and documentation improvement efforts.

Strategic Planning & Patient Access

• Collaborate with executive leadership on growth strategies, including new site development and service expansion.
• Support integration of new programs, partnerships, and technologies.
• Lead change management initiatives across the primary care network.
• Improve patient access through scheduling optimization and capacity management.
• Monitor and enhance patient satisfaction and engagement.
• Implement strategies to reduce wait times and improve care coordination.

Cross-Functional Collaboration

• Partner with clinical leaders, IT, HR, finance, and revenue cycle teams.
• Work closely with nurse triage, care management, and population health teams to optimize workflows.
• Collaborate closely with the Value-Based Care Operations Manager to align operational workflows with value-based initiatives, quality performance, and cost-of-care management.
• Partner closely with the Clinical Support Operations & Continuity of Care Manager (overseeing triage, care management, and social work) to ensure seamless care coordination, appropriate utilization of clinical support resources, and effective patient handoffs.
• Coordinate with ACO leadership and external partners as needed.

Education & Experience:

• Bachelor’s degree in Healthcare Administration, Business Administration, or related field required (Master’s preferred).
• 5–10+ years of healthcare operations experience, preferably in primary care or ambulatory settings.
• Demonstrated experience managing multi-site operations.
• Experience with value-based care models, ACOs, and quality programs preferred.

Skills & Competencies:

• Strong leadership and team development skills.
• Excellent analytical and problem-solving abilities.
• Financial acumen and experience managing budgets.
• Knowledge of healthcare regulations and compliance requirements.
• Strong communication and interpersonal skills.
• Ability to lead change and drive operational improvement.

Key Performance Indicators (KPIs)

• Patient access (time to next available appointment by visit type)
• Provider productivity and panel management
• Patient satisfaction scores
• Quality metrics (HEDIS, preventive care, chronic disease management)
• Revenue cycle performance (collections, denial rates)
• Staff engagement and turnover

Reporting Structure

• Reports to: Chief Operating Officer
• Direct Reports:
  • Primary Care PCR (Patient Care Representative/Admin Team) Supervisor
  • Medical Assistant Supervisor
  • Primary Care NP/PA Provider Leads

Work Environment

• Primarily office-based with regular travel between practice locations.
• Fast-paced healthcare environment requiring adaptability and strong prioritization skills.

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