Operations Director Site- Cashton, Norwalk and Reedsburg

Scenic Bluffs Community Health Centers is looking to hire a full-time Operations Director to oversee our Cashton, Norwalk and Reedsburg locations. This anticipated start date of this position will be January 2027.

The Operations Director - Site is accountable for the operational performance of assigned Health Center locations, services, projects, and staff, ensuring efficient clinic operations, excellent patient service, effective patient access, and consistent implementation of organizational policies and workflows. The Operations Director directly supervises assigned site-based operational staff and works collaboratively with clinical and organizational leaders to support high-quality, patient-centered care.

The Operations Director serves as the primary operational leader for assigned locations and is responsible for identifying and resolving operational barriers, coordinating site needs, supporting staff performance, managing assigned resources, and ensuring that clinic operations align with the mission, values, policies, and strategic priorities of the Health Center.

Site Operations

- Provide operational leadership and accountability for assigned Health Center locations, services, projects, and staff, ensuring efficient, consistent, and patient-centered operations. - Serve as the primary operational point of contact for assigned sites, identifying and resolving issues affecting patients, staff, providers, facilities, or clinic workflow. - Ensure organizational policies, procedures, and standardized workflows are effectively implemented and maintained. - Identify opportunities to improve clinic workflow, communication, efficiency, patient experience, and coordination across departments. - Coordinate operational needs related to new services, clinic expansions, facility changes, and other organizational initiatives. - Serve as an organizational representative and develop positive relationships with community partners and other organizations within the communities served.

Patient Access & Experience

- Oversee patient access functions at assigned locations, including registration, scheduling, check-in/check-out, telephone workflows, insurance verification, and patient financial processes. - Lead the team to Implement changes to improve access to care, regularly monitoring fill rates, no-show rates, appointment utilization, schedule capacity, wait times, patient flow, and other access measures. - Monitor and address operational barriers affecting the patient experience and assist with resolution of patient concerns. - Promote consistent standards for excellent customer service and patient-centered communication.

Staff Leadership & Development

- Directly supervise Registration Professionals, Patient Care Coordinators/schedulers, Patient Service Coordinators, Interpreters, and other assigned site-based operational staff. - Recruit, onboard, train, coach, and develop staff in collaboration with Human Resources and organizational leadership. - Ensure appropriate staffing and coverage to support effective clinic operations. - Establish performance expectations; conduct regular staff meetings, coaching, and performance evaluations; and address performance concerns as appropriate. - Promote teamwork, accountability, effective communication, employee engagement, and a positive organizational culture.

Operational Performance & Continuous Improvement

- Monitor operational performance measures related to patient access, scheduling, registration, patient flow, telephone responsiveness, no-shows, and other assigned areas. - Use data and staff feedback to identify operational barriers and implement process improvements. - Develop and standardize workflows in collaboration with clinical, operational, and administrative leaders. - Participate in quality improvement initiatives and support implementation and optimization of the electronic health record and other operational systems.

Facilities & Site Readiness

- Ensure assigned facilities are safe, professional, accessible, and operationally prepared to support patient care. - Coordinate facility, equipment, supply, security, and maintenance needs with appropriate internal and external resources. - Support emergency preparedness and safety procedures and identify operational or facility risks requiring organizational attention. - Participate in planning for facility improvements, renovations, relocations, and clinic expansion.

Triad Leadership & Shared Accountability

- Serve as the operational leader and core member of assigned medical, dental, and/or behavioral health triads with the applicable Chief Clinical Officer and Clinical Director. - Partner with triad members to set goals and review quality, safety, access, patient experience, workforce, productivity, utilization, and other performance results. - Lead the operational planning and implementation of significant changes affecting staffing, workflows, patient access, facilities, resources, and care delivery. - Bring the operational perspective to provider schedules, staffing models, clinical workflow changes, equipment, technology, space, and other decisions affecting assigned sites. - Respect the Clinical Director's responsibility for clinical practice and quality and the applicable Chief Clinical Officer's final authority for clinical decisions while maintaining accountability for staffing, workflow, access, resources, and operations. - Help communicate coordinated triad decisions and ensure successful operational implementation.

Organizational Leadership

- Collaborate with medical, dental, behavioral health, revenue cycle, finance, human resources, information technology, and other organizational departments to support effective site operations. - Partner with clinical leaders to ensure operational processes support high-quality patient care while maintaining appropriate distinction between operational and clinical responsibilities. - Participate in leadership meetings and organizational planning and assist in evaluating staffing, space, workflow, and resource needs. - Communicate organizational priorities and changes to assigned staff and support successful implementation. - Promote the mission, vision, and values of the organization in all interactions. - Perform other duties as assigned.

Qualifications

The individual must demonstrate strong leadership, sound judgment, initiative, and the ability to effectively manage people, priorities, and day-to-day operations in a dynamic healthcare environment. The individual must be able to identify problems, evaluate information, make timely decisions, and work collaboratively across departments to develop effective solutions.

The individual must demonstrate the ability to build effective teams, establish clear expectations, develop employees, and promote accountability while fostering a positive and respectful workplace culture. Strong organizational skills and the ability to manage multiple priorities, respond effectively to changing circumstances, and communicate with individuals at all levels of the organization are required.

The individual must maintain confidentiality of patient and organizational information, demonstrate a commitment to patient-centered service, and consistently uphold the mission, vision, and values of Scenic Bluffs Community Health Centers.

Education and/or Experience

A bachelor's degree in business administration, healthcare administration, public health, management, or a related field is preferred. A combination of relevant education and progressively responsible experience may be considered in lieu of a bachelor's degree.

A minimum of five years of progressively responsible leadership, supervisory, or operations experience is required. Experience in healthcare operations, ambulatory care, community health, or a related healthcare environment is strongly preferred.

Experience supervising employees, managing operational workflows, implementing process improvements, and working collaboratively across departments is preferred.