Louisville Market Center Operations Director

We’re unique.  You should be, too.

We’re changing lives every day.  For both our patients and our team members. Are you innovative and entrepreneurial minded? Is your work ethic and ambition off the charts?  Do you inspire others with your kindness and joy?

We’re different than most primary care providers. We’re rapidly expanding and we need great people to join our team.

The Associate Center Operations Director is responsible for center operations, including center performance, scheduling optimization, patient experience and center culture (turnover/engagement). The incumbent in this role will have primary responsibility for day-to-day center operations, including direct supervision of employees. The incumbent is accountable for ensuring the needs of the center, as well as, its physicians, clinicians, care teams, patients and visitors are met.

ESSENTIAL JOB DUTIES/RESPONSIBILITIES:

• Patient Experience: Enhances the overall patient experience by implementing best practices and addressing patient feedback to improve satisfaction.
• Slot Utilization: Optimizes the utilization of available appointment slots to maximize patient access and operational efficiency.
• Slots Quality: Ensures the quality of appointment slots, maintaining a balance between availability and the needs of patients
• Available and Accessible: Ensures that the team is readily available and accessible to all patients, reducing wait times and barriers to care.
• Disenrollment: Monitors and manages patient disenrollment rates, identifying and addressing causes to retain patients and improve continuity of care.
• Orphan Patients: Identifies and manages orphan patients (those without assigned primary care providers) to ensure they receive continuous and coordinated care.
• Center Culture (Engagement): Cultivates a positive center culture that promotes team engagement and a collaborative working environment. Implement initiatives to boost staff morale and engagement.
• Center Workforce Planning: Develops and executes effective workforce planning strategies to ensure the center is adequately staffed to meet patient needs and operational demands.
• Onboarding of Line Staff: Oversees the onboarding process for new line staff, ensuring they receive comprehensive training and support to integrate smoothly into the team.
• Teammate Retention (Turnover): Implements strategies to improve teammate retention and reduce turnover rates. Foster a supportive environment that encourages long-term commitment and career growth.

• Performs other duties as assigned and modified at manager’s discretion.

KNOWLEDGE, SKILLS AND ABILITIES:

• Ability to build relationships. Understands the power of relationships and fosters a culture of collaboration and mutual respect. Build strong connections with staff, patients, and external partners to enhance the overall experience.
• Strong business acumen and acuity with a data driven mindset. Utilizes a data-driven approach to inform decision-making. Analyze key performance indicators and metrics to identify areas for improvement and track progress towards goals.

• Team builder. Ability to develop and implement strategies to engage and develop team members. Promote a positive work environment that supports professional growth and high levels of job satisfaction. Good knowledge and understanding of general Operations standards, functions, methods, techniques, practices, processes and procedures
• Understanding of regulatory standards, various local, state and federal laws that apply to the business and where to find information on standards and interpretations
• Excellent critical reasoning, decision-making, and problem-solving skills to analyze situations, determine risks, and find solutions to prevent future issues and resolve recurring defects
• Strong organizational skills and attention to details to handle multiple tasks, short deadlines, frequent interruptions, and shifting priorities in support of changing company objectives
• Intermediate working knowledge of Microsoft Office Suite products including Excel, Word, PowerPoint and Outlook, plus a variety of other word-processing, spreadsheet, database, e-mail and presentation software
• Spoken and written fluency in English
• This position requires use and exercise of independent judgment

• BA/BS degree in Healthcare Administration, Business Administration, a Biological Science program or a closely related discipline required OR additional experience above the minimum may be considered in lieu of the required education on a year-for-year basis required
• A minimum of 5 years of related work experience in a medical clinic, hospital setting, or similar environment required
• A minimum of 3 years supervisory/managerial experience in a medical clinic, hospital setting, or similarly regulated environment required

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