Manager of Operations for Primary Care

Job Summary

The Manager of Operations for Primary Care provides operational leadership for Pediatric and Adult Medicine, ensuring efficient clinic operations, high-quality care delivery, and alignment with organizational standards. This role partners with clinical and administrative teams to optimize workflows, improve patient flow, and support effective use of the EMR and core systems. Serving as a liaison between frontline operations and leadership, this position champions a patient first culture and supports programmatic initiatives across primary care.

Essential Duties/Responsibilities

• Provide hands-on clinical operations leadership to support efficient day-to-day operations across Pediatric and Adult Medicine, offering coaching, guidance, and real-time problem-solving to clinical and administrative staff
• Serve as the operational lead for the EMR and related clinical systems, including workflow optimization, staff training and support, access management, reporting, data integrity, and issue resolution
• Partner with clinical and administrative leadership to standardize workflows, strengthen accountability, and improve patient flow, quality of care, and staff and patient experience
• Provide operational and programmatic leadership for integrated and grant-funded programs, including HealthySteps, care coordination, and population health initiatives.
• Serve as the program lead and functional supervisor for HealthySteps Specialists (HSS), supporting onboarding, workflow implementation, documentation standards, scheduling coordination, and integration of services within pediatric primary care
• Monitor HSS productivity, service utilization, and documentation quality, and collaborate with leadership to address performance trends, training needs, and workflow improvements
• Oversee HealthySteps workflows within the EMR and ensure accurate encounter capture, referrals, service tracking, and alignment with reporting requirements and program fidelity
• Prepare, review, and submit HealthySteps and other program-related reports, including utilization of data, performance metrics, and required funder deliverables
• Support planning, implementation, tracking, and sustainability of grants, pilots, and special initiatives, ensuring operational alignment and reporting compliance
• Prepare and present operational, quality, and program performance reports; analyze data to identify trends, recommend improvements, and support outcome optimization
• Collaborate with interdisciplinary teams and leadership on quality improvement, patient safety, regulatory compliance, accreditation activities, and organizational initiatives
• Perform other duties as assigned in support of departmental operations and organizational priorities

Supervisory Duties

• Direct reports: HealthStep Specialists

• Review weekly timesheets for accuracy, review employee submissions and updates as needed; approve timesheets by required timeline

• Conduct one-on-one meetings (monthly at a minimum frequency, preferably bi-weekly), scheduled conversations, and annual performance reviews with direct reports by required timeline

• Attend mandatory Manager's Learning Collaborative and Culture Catalyst Initiative trainings

• Partner with People Operations to:

• Develop a learning plan for employee development goals to provide tools needed to excel in their position

• Implement and follow a process to address performance issues as they arise

• Prepare a comprehensive onboarding process for each specific position for all new hires

• Address serious issues that may require interventions or investigations

• Develop and monitor departmental and program/project operating budgets, costs and schedules

• Supervise, lead, coach, and use best management practices to improve staff performance

• Conduct timely and effective performance evaluations, ensuring clear expectations and ongoing feedback for all team members

• Conduct stay interviews to proactively assess employee satisfaction and retention risks

• Address and manage employee concerns and complaints in partnership with Employee Relations, ensuring fair, consistent, and compliant resolution practices

• Review and update job descriptions at least annually to ensure accuracy and alignment with organizational needs

• Responsible for maintaining a safe working environment for team members including but not limited to requesting ergonomic needs, reporting injuries in a timely manner, and reporting safety and security concerns to management in a timely manner

• Support and model the identified vision, values, and behaviors of the organization

• Ensuring adherence to company policies, procedures, and safety regulations

Required Skills/Abilities

• Ability to independently manage multiple complex projects, programs, and operational priorities across clinical and administrative teams
• Strong analytical and problem-solving skills, with the ability to interpret operational, quality, and program data to support decision-making and continuous improvement
• Working knowledge of Microsoft Office applications (Word, Excel, PowerPoint; Access preferred) and use of dashboards or reports to support operational oversight
• Knowledge of Federally Qualified Health Center (FQHC) operations, including UDS and HEDIS quality measures for pediatric and adult populations
• Understanding integrated, grant-funded, and population health programs, including care coordination and HealthySteps-type models
• Strong interpersonal and communication skills, with the ability to collaborate effectively in a fast-paced healthcare environment
• Demonstrated adaptability, professionalism, and commitment to continuous process improvement

Education and Experience

• Clinical background preferred; outpatient primary care experience strongly desired
• Bachelor's degree preferred; an equivalent combination of education and progressively responsible healthcare operations experience will be considered
• Minimum of five (5) years of experience in an FQHC or similar community health setting, with increasing responsibility in clinical operations or program support
• Previous experience in a supervisory, lead, or program management role preferred
• Experience working in a complex, multi-site outpatient clinic or large healthcare organization preferred
• Hands-on experience using electronic health records (Epic preferred) and operational or reporting tools to support clinic operations, compliance, and quality improvement

Working Conditions/Physical Requirements

• This position is on-site at a DAP Health clinic
• This job operates in an office and clinical setting and requires frequent times of sitting, standing, repetitive motion and talking
• Ability to lift up to 40 pounds