VP, Site Operations (Primary Care - Concierge Medicine)

Job Description

Job Description

About Us:

Private Medical is the country’s leading provider of concierge medical care. For over 20 years, we have been at the forefront of building this emerging category by serving the most discerning clientele with best-in-class primary medical care. We provide highly personalized and proactive service, with direct access to our physicians. Each physician, supported by a dedicated nurse and patient care administrator, has an average panel of 100 members.  We maintain a proprietary network of over 4,000 specialist relationships across over 200 cities worldwide, to ensure our clients get to the right expert at the right time. Our 150+ employees are based across our 7 offices in CA, CT, FL, and NY. We proudly remain physician owned and physician led. Our ambition is to bring exceptional medical care to a much wider audience across geographies and demographics.

The Opportunity:

We are seeking a proven, hands-on operations leader with experience leading teams across multiple geographically distributed primary care clinics.  You will oversee a newly created function called Site Operations, with 9 direct reports and overall responsibility for site-based staff representing roughly half the company’s headcount.  You will own and oversee day-to-day execution of crucial clinical workflows, ensuring consistency, quality, and an exceptional member experience.  You will drive continuous improvement across clinic processes to enable the organization to scale. You will coach, develop, and manage a team of site-level Operations Managers and work with them to recruit, train, and performance manage front-line team members.  As a member of the leadership team, you will partner with other leaders across the organization to drive innovation in the clinic and across the business.

This is a rare opportunity to shape the future of a fast-growing, category-defining concierge care organization. You will help us deliver an exceptional member experience while building and maintaining the operational foundation needed to support continued growth and innovation.

What You’ll Do

Multi-Site Consistency & Quality

• Ensure consistent execution of operational standards across all seven clinic locations to deliver high quality experience to both members and colleagues, with a focus on standardization and continuous improvement
• Serve as the connective tissue between Site Operations and Central Operations, translating company-wide standards into on-the-ground execution. (Central Operations will include Pharmacy, Medical Records, Credentials/Licensure, and other Special Projects/Initiatives.)  
• Develop and maintain standardized operating procedures, workflows, and quality benchmarks in close collaboration with the Central Operations team
• Oversee and drive accountability for critical non-negotiables such as patient privacy compliance, workplace safety, in-office lab certification, and adverse-event handling.  
• Travel regularly to each site to assess operations, support site teams, conduct reviews, and resolve escalations

Member (Patient) Experience  

• Champion the patient experience across all touchpoints — from scheduling and check-in through follow-up and care coordination - partnering with site managers and physicians to drive member satisfaction and retention while protecting member confidentiality and discretion
• Establish and track key metrics related to member satisfaction, wait times, service frequency/quality, and member retention.
• Oversee response to patient escalations and use findings to drive systemic improvements across all sites. 

Operational Excellence & Continuous Improvement

• Identify operational inefficiencies at the site-level and develop scalable solutions
• Support new site openings and expansions, including staffing, equipment, and workflow buildout
• Evaluate and implement technology and tools that improve clinic operations in partnership with the Central Operations and Technology teams
• Partner with physician colleagues to champion the drive for greater operational excellence and consistency, while balancing physician independence and individuality.
• Ensure operational coverage model supports members' expectation of round-the-clock access across all time zones and support time sensitive escalations outside of business hours.

People Leadership & Development

• Lead, develop, and manage a team of Operations Managers and Regional Nurse Managers across all seven sites, providing coaching, feedback, and professional development
• Partner with HR and site leaders to build high performing site teams through hiring, onboarding, performance management, and leadership development for front-line staff (Patient Care Administrators, Nurses and Medical Assistants) across all locations (in partnership with Medical and Nursing leadership regarding clinical competencies) 
• Build a high-accountability, high-support culture that identifies, trains, engages, cultivates, and retains top talent.

Executive Partnership

• Partner with the CEO and executive team to provide regular operational reporting, strategic recommendations, and proactive identification of risks and opportunities
• Collaborate cross-functionally with Medical, Finance, HR, Technology, and Central Ops teams to align operational priorities
• Partner with Finance to oversee site level budgeting and financial performance
• Represent Site Operations in strategic planning processes and board-level reporting as needed

What You Bring

Education & Experience

• Bachelor’s degree required; advanced degree a plus.
• 10+ years of health care clinical operations management experience, with at least 3 years managing geographically-dispersed, multi-site operations and overseeing site-level managers.  Additional exposure to concierge medicine or other high end service environments is not required but preferred.
• Demonstrated experience managing site-level managers and building high-performing teams 
• Proven ability to work cross-functionally and partner effectively with other executive leaders 
• Experience driving standardization and change management in physician-driven organizations, balancing consistency with clinician flexibility.

Capabilities & Mindset

• Passion for exceptional customer experience and ability to inculcate that passion into middle management and front-line teams, especially for highly discerning clientele that expect high quality, elevated interactions, and complete discretion.  
• Excitement to build a high performing team at all levels that embraces our mission and opportunity to deliver uniquely distinctive healthcare for our members
• Excellent communication skills, both written and verbal, for both internal team communications and external patient communications
• Strong analytical skills and comfort working with operational data, dashboards, and financial reports
• Comfort with technology and technology driven change, including healthcare technology systems and expected future initiatives incorporating AI tools and more advanced analytics into clinical practice
• Executive leadership and presence that can build trusting relationships with physicians and foster collaboration with other executives and company founders 
• Based in the San Francisco Bay Area (where over half of our front-line team is based) with willingness and ability to travel frequently (40-50%) to sites in Southern California, Florida, New York, and Connecticut.

What is the interview process for this role? 

Thank you for your interest in joining Private Medical. We believe the interview process should be as transparent, thoughtful, and engaging as the care we provide to our members.

Throughout the process, you'll be working closely with me, Leah,  who will serve as your primary point of contact. I look forward to getting to know you and helping guide you through each step of the candidate journey!

Our interview process includes:

Application Review
Once we receive your application, our team will carefully review your experience and qualifications. If your background aligns with what we're seeking, we'll reach out to schedule an introductory conversation.

Initial Conversation with HR
This conversation is an opportunity for us to learn more about your experience, career goals, and what you're looking for in your next opportunity. It's also a chance for you to learn more about Private Medical, our culture, and the role.

CEO Interview
Qualified candidates will then meet with our CEO to discuss the position in greater depth, including responsibilities, team dynamics, and how your experience may contribute to our continued success.

Team Interviews and Onsite Visit
We believe hiring is a collaborative process. Finalists will have the opportunity to visit our San Francisco office to meet key members of the team and gain a broader understanding of how we work together to deliver an exceptional experience for our patients and colleagues.

We understand that interviewing is a significant investment of your time. Our commitment is to provide clear communication, timely updates, and a respectful candidate experience throughout the process.

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.