Senior Director Of Operations

Position Summary:

The Senior Director of Integrated Health Operations reports directly to the Regional Director of Outpatient Services and plays a key role in advancing the integration of behavioral health and physical health service delivery. This position ensures coordinated behavioral health, medical and psychiatric workflows, provider capacity optimization, and all member service processes that support timely access and a seamless continuum of care.

The Senior Director does not supervise or manage clinical staff but instead works collaboratively with medical and behavioral health leadership, front desk staff, member services and administrative departments. The Senior Director collaborates to develop, enhance and improve systems, remove barriers, and enhance quality performance. The role also contributes to the development of training, tools, and support practices for ancillary medical staff to enable consistent, efficient, and compliant care processes.

Key Responsibilities:

Integration & System Coordination

Partner with the VP of Clinical Integration, VP's of Clinical Operations, Medical Directors, Chief Medical Officer and other designated staff to strengthen operational alignment between behavioral health and medical health service lines.

Identify gaps in the continuum and develop solutions that improve communication, information sharing, efficiency, and care transitions.

Coordinate cross-functional planning between medical leadership, nursing, member services, billing, and compliance functions.

Medical, Behavioral Health, & Psychiatric Workflow Optimization

Maps, assess, enhance and document workflows related to referrals, intake, provider scheduling, medication management, follow-up visits, and panel management.

Formalize and maintain standardized workflows through policy and protocol for training and compliance.

Monitor workflows developing key indicators to assess effectiveness.

Standardize procedures across sites and modalities (in-person, telehealth) to reduce variability and improve access.

Collaborate with medical leadership to ensure workflows support clinical standards while remaining operationally efficient.

Provider Capacity & Access Management

Analyze provider panel volume, appointment templates, and demand trends to recommend capacity and scheduling strategies.

Work with Medical Team in forecasting for provider staffing models without direct supervisory authority.

Recommend strategies to reduce wait times, high cancellation rates, and other challenges.

Member Service Process Support

Supervises Member Services Department

Collaborate and support central office department and program staff performing this function to ensure member-friendly processes and navigation.

Develop performance metrics related to access, engagement, and member experience.

Training & Ancillary Staff Support

Assist medical, nursing, and administrative leadership in developing training curricula for ancillary support roles such as:

Medical assistants

Front office staff

Member services

Scheduling

Telehealth/virtual care support personnel

Promote consistent practices across all clinical locations and lines of service.

May support Medical Staff with audit and corrective action activities.

Technology & Reporting

Support EHR and documentation optimization efforts that improve clinical workflows and integration between behavioral and physical health providers.

Work with Analytics and Reporting Department to enhance scheduling tools, templates, care coordination functionality, and communication workflows.

Help define data and reporting needs for operational and clinical integration metrics.

Cross-Functional Collaboration

Work collaboratively with:

Chief Medical Officer / Medical Directors

Nursing leadership

Compliance

Revenue Cycle

IT/EHR Systems

Finance

Clinical Training

Qualifications:

Bachelor's degree required; Master's degree in Healthcare Administration, Public Health, Nursing Administration, or related field preferred.

7+ years of healthcare operations leadership in integrated or behavioral health systems.

Demonstrated experience in workflow design, provider operations, or care integration initiatives.

Strong knowledge of managed care, payer requirements, utilization processes, and access-to-care standards.

Experience using EHR platforms to support workflow optimization and integration.

Excellent facilitation and cross-functional coordination skills.

Regulatory:

DPS Level I fingerprint clearance (must possess upon hire and maintain throughout employment).CPR, First Aid, AED certification, if required (must possess upon hire and maintain throughout employment).Current, valid Arizona Driver's License and 39-month Motor Vehicle Report and proof of vehicle registration liability insurance to meet insurance requirements, if required.Initial current negative TB test result, if required (Employer provides).

Questions about this position? Contact us at HR@ichd.net.