Director of Operations - Primary Care

Director of Operations - Primary Care

Position Summary; MFM Health is seeking a highly skilled and experienced Director of Operations for Primary Care to lead the strategic oversight, operational performance, and continuous improvement of our primary care services, ensuring efficient, high-quality, and patient-centered care aligned with organizational goals, regulatory standards, and value-based care initiatives.

What We Offer:

• Enhanced Benefits Package: Enjoy a comprehensive benefits package that includes discretionary paid time off to ensure a healthy work-life balance and a 401(k) plan with employer match.
• Professional Growth Environment: At MFM Health, we are committed to your professional development. We offer continuous opportunities for learning and career advancement in a supportive and collaborative environment.

Key Responsibilities:

Operational Leadership

• Provide day-to-day operational oversight of all primary care sites and services, including Express Care (same-day sick visit operations).
• Directly oversee the Medical Assistant Supervisor and PCR (Patient Care Representative/Admin Team) Supervisor and Lead Advanced Practice Provider to optimize end-to-end patient experience, including scheduling, registration/intake, visit flow/throughput, and post-visit follow-up.
• Develop and implement workflows to improve efficiency, patient access, and care quality.
• Monitor and manage clinic performance metrics (e.g., access, throughput, patient satisfaction).
• Ensure consistency in processes, policies, and patient experience across locations.

Financial Performance

• Develop and manage departmental budgets.
• Identify opportunities to improve revenue cycle performance and cost efficiency.
• Partner with finance and billing teams to optimize reimbursement and reduce denials.
• Monitor productivity and staffing models to ensure financial sustainability.

Team Leadership & Development

• Lead, mentor, and support practice managers, supervisors, and administrative staff.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Support recruitment, onboarding, training and retention strategies for operational staff.
• Conduct performance evaluations and provide ongoing coaching for direct reports.

Quality & Compliance

• Ensure compliance with regulatory requirements (e.g., HIPAA, CMS, state regulations).
• Partner with MFM clinical and operational leadership to support quality initiatives, including HEDIS and ACO metrics.
• Drive performance in value-based care programs and population health initiatives.
• Support HCC coding accuracy and documentation improvement efforts.

Strategic Planning & Patient Access

• Collaborate with executive leadership on growth strategies, including new site development and service expansion.
• Support integration of new programs, partnerships, and technologies.
• Lead change management initiatives across the primary care network.
• Improve patient access through scheduling optimization and capacity management.
• Monitor and enhance patient satisfaction and engagement.
• Implement strategies to reduce wait times and improve care coordination.

Cross-Functional Collaboration

• Partner with clinical leaders, IT, HR, finance, and revenue cycle teams.
• Work closely with nurse triage, care management, and population health teams to optimize workflows.
• Collaborate closely with the Value-Based Care Operations Manager to align operational workflows with value-based initiatives, quality performance, and cost-of-care management.
• Partner closely with the Clinical Support Operations & Continuity of Care Manager (overseeing triage, care management, and social work) to ensure seamless care coordination, appropriate utilization of clinical support resources, and effective patient handoffs.
• Coordinate with ACO leadership and external partners as needed.

Education & Experience:

• Bachelor’s degree in Healthcare Administration, Business Administration, or related field required (Master’s preferred).
• 5–10+ years of healthcare operations experience, preferably in primary care or ambulatory settings.
• Demonstrated experience managing multi-site operations.
• Experience with value-based care models, ACOs, and quality programs preferred.

Skills & Competencies:

• Strong leadership and team development skills.
• Excellent analytical and problem-solving abilities.
• Financial acumen and experience managing budgets.
• Knowledge of healthcare regulations and compliance requirements.
• Strong communication and interpersonal skills.
• Ability to lead change and drive operational improvement.

Key Performance Indicators (KPIs)

• Patient access (time to next available appointment by visit type)
• Provider productivity and panel management
• Patient satisfaction scores
• Quality metrics (HEDIS, preventive care, chronic disease management)
• Revenue cycle performance (collections, denial rates)
• Staff engagement and turnover

Reporting Structure

• Reports to: Chief Operating Officer
• Direct Reports:
  • Primary Care PCR (Patient Care Representative/Admin Team) Supervisor
  • Medical Assistant Supervisor
  • Primary Care NP/PA Provider Leads

Work Environment

• Primarily office-based with regular travel between practice locations.
• Fast-paced healthcare environment requiring adaptability and strong prioritization skills.

Salary Range: $135K–$155K, commensurate with experience

About MFM Health Our mission at MFM Health is to Make Lives Meaningfully Better. We are continually expanding our practice to provide quality, comprehensive, and compassionate care to patients on the North Shore and beyond. We are committed to hiring passionate individuals who are motivated to succeed in a collaborative, patient-centric culture. We pride ourselves on our commitment to excellence, offering services 365 days a year, drive-thru healthcare, and on-site specialty teams and ancillary services.

At MFM Health, we offer excellent benefits, top-notch training, and a vibrant work environment. We believe in celebrating our employees' successes and regularly gather for company-wide parties and events to foster strong team connections. Join us as we continue to grow, investing in our people, programs, and technology to deliver legendary patient service and further our reputation as the provider, practice, and employer of choice!