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About the Role

As the Site Operations Manager at Private Medical, you will be the driving force behind the overall success of your designated site. You will be responsible for the seamless day-to-day operations, ensuring the delivery of exceptional care to our valued members and fostering a positive and productive work environment for your team. This role requires a proactive and results-oriented individual with strong leadership, organizational, and problem-solving skills. You will directly manage the Patient Care Administrators (PCAs), oversee operations of the entire office and work collaboratively with the Lead Physician and RN Manager to uphold our clinical mission and service standards.

Responsibilities

Oversee all aspects of daily site operations, ensuring efficient workflows and optimal resource utilization to support clinical activities and member needs.
Provide direct supervision and performance management for Patient Care Administrators (PCAs), including the full employee lifecycle: recruitment, onboarding, training, performance reviews, and off-boarding.
Develop and manage staff schedules, PTO requests, and coverage plans to ensure adequate staffing levels and uninterrupted service delivery.
Work closely with the Lead Physician and RN Manager as clinical advisors to ensure operational processes align with clinical protocols and facilitate the delivery of high-quality patient care.
Champion a member-centric approach, ensuring the delivery of exceptional service standards. Proactively address member concerns, manage service recovery efforts, and contribute to member retention strategies.
Identify site inefficiencies, underperformance, and potential challenges. Escalate these issues to central leadership with proposed solutions and resource needs to drive continuous improvement and site success.
Maintain a strong and collaborative working relationship with the Lead Physician and RN Manager leveraging their clinical expertise for informed decision-making regarding site operations.
Cultivate a positive, collaborative, and supportive work environment. Act as the first point of contact for staff concerns and facilitate conflict resolution effectively.
Ensure the site adheres to all safety, OSHA, and HIPAA regulations and internal policies. Oversee the implementation and maintenance of compliance protocols.
Partner with leadership to analyze staffing needs, develop efficient and cost-effective staffing models, and implement strategies to ensure appropriate coverage across all clinical sites.
Manage the site's operating budget, including expenses related to moonlighting, meals, supplies, vendor payments, and employee appreciation initiatives, ensuring responsible resource allocation.
Lead and participate in quality improvement initiatives, utilizing data to identify trends, implement evidence-based practices, and measure outcomes.
Maintain the office space, technology, and peripherals in excellent working order and appearance. Collaborate with the Real Estate and Information Technology departments to ensure consistently high standards.
Actively participate in assigned committees, projects and tasks to support site and organizational needs.

Requirements

A minimum of 7+ years of progressive experience in healthcare operations management, preferably in a concierge or private practice setting.
Must have experience in leading and managing teams, including direct performance management responsibilities for large teams.
Strong understanding of healthcare operations, patient service standards, and regulatory compliance (OSHA, HIPAA).
Excellent organizational, problem-solving, and decision-making skills.
Exceptional communication, interpersonal, and conflict resolution abilities.
Demonstrated ability to identify inefficiencies, implement improvements, and drive positive change.
Experience managing budgets and controlling operational costs.
Advanced proficiency with Apple products and electronic health records (EHRs)
Strong leadership presence with the ability to motivate and inspire a team.
Member-focused with a genuine commitment to providing exceptional service.
Proactive and results-oriented with a focus on achieving operational goals.
Excellent communication and interpersonal skills with the ability to build strong relationships.
Ability to work independently and collaboratively within a team environment.
High level of professionalism, integrity, and discretion.
Adaptable and resilient in a fast-paced environment.

Skills

People management
Healthcare operations management
Concierge medicine
Private practice
Team leadership
Performance management
Budget management
Operational cost control
Apple products proficiency
Electronic health records (EHRs) proficiency
Leadership
Motivation
Inspiration
Member-focused service
Problem-solving
Decision-making
Communication
Interpersonal skills
Conflict resolution
Process improvement
Change management
Collaboration
Professionalism
Integrity
Discretion
Adaptability
Resilience

Location

San Francisco

Work Type

Full-time
Onsite

Experience Level

Senior
7+ years of progressive people management experience

Education Level

Bachelor's degree in healthcare administration, business administration, or a related field
Masters preferred

Salary/Compensations

Competitive starting salary commensurate with years & type of experience and skills

Benefits

401(k) with a match (up to 3% of salary)
Robust health benefits (medical, dental, vision)
3 weeks of paid time off
10 paid holidays
1 floating holiday
1 volunteer day
Wardrobe stipend
Back up care expenses
Education reimbursement for new certificates and courses

About the Company

Private Medical has spent the last 20 years creating a new category of concierge medicine — private medicine — by designing a system that honors the relationship between patients, physicians, and each member of the care team. Based in California, New York, and Florida, our physician-led teams work in concert with our Gynecologists, Naturopathic Medicine Doctors, curated local specialists, elite medical centers, and specialists around the world, to provide relationship focused, evidence-based, longitudinal care to our members and their families.

Equal Opportunity

At Private Medical, we know that a great experience for patients, physicians, and the entire team transpires when people from different geographies, religions, ethnicities, political affiliations, genders, abilities, and creeds engage in collaboration. It is vital that we remain curious and compassionate towards ourselves and others, that we celebrate the new perspectives diversity invites us to see, and that we learn and adapt to the influence of our community to foster a safe and collaborative space.