Regional Director of Operations

Description

Position Overview

A successful Regional Director of Operations (RDO) must be passionate about healthcare and driven to make a difference in the lives of others, serving as a mission-focused catalyst to help Livingston Community Health deliver the highest quality of care and exceptional service to our patients and their families.

The Regional Director of Operations (RDO) provides strategic and operational leadership for multiple health clinic sites within an assigned geographic region. This position is accountable for ensuring consistent, high-quality, and efficient service delivery across all assigned clinics. The RDO leads clinic staff, fosters a culture of accountability and service excellence, and drives key initiatives related to operational performance, compliance, patient experience, and quality improvement.


Essential Functions, Duties, and Responsibilities

Regional Leadership & Fiscal Oversight

• Lead and manage day-to-day operations across all assigned clinic sites, ensuring alignment with organizational goals, KPIs, and performance expectations.
• Own the regional operating budget and full P&L, making data-driven adjustments to meet or beat annual financial targets while protecting care quality.
• Drive operational performance in patient access, provider productivity, staff engagement, and cost efficiency; present results in monthly leadership meetings and cross-functional workgroups.

Quality & Population Health

• Supervise and oversee the region's Quality & Population Health Specialist, providing coaching, resources, and accountability for quality dashboards and population-health initiatives.
• Set and monitor annual UDS and HEDIS targets, develop closure strategies, and report progress quarterly to the Board Quality Committee.
• Lead execution of population-health efforts (e.g., HEDIS outreach, preventive-care campaigns, care-gap closures) in coordination with value-based care contracts.

Compliance & Risk Management

• Lead HRSA Operational Site Visit (OSV) readiness for assigned clinics; coordinate CDPH, health plan, and other regulatory surveys and track corrective actions to completion.
• Oversee emergency-preparedness drills and after-action reviews, ensuring alignment with FTCA and federal, state, and local requirements.
• Respond promptly to escalated patient complaints, incident reports, or operational issues, collaborating with Compliance and Risk, and escalating to HR as appropriate.

Operational Excellence

• Design and facilitate initiatives to improve key clinic operational metrics-such as reducing patient wait times and room turnover intervals-using data-driven strategies and tracking progress through real-time dashboards.
• Contribute to system-wide initiatives, policy rollouts, new-site development, and other projects as directed.
• Maintain strong, collaborative relationships with contracted providers, referral partners, and other third-party entities operating within clinic settings to ensure seamless patient care and alignment with organizational standards.
• Supports the overall needs of the organization by working flexible or extended hours when necessary.
• Demonstrates competence with the mission, vision, and values of the organization in providing quality services to the community.
• Other work-related duties as assigned. Duties and responsibilities may be added, deleted, or changed at any time at the direction of leadership, formally or informally, either verbally or in writing.
• Maintains confidentiality and respect for all sensitive information.
• Displays a positive, professional, and respectful demeanor at all times towards employees, peers, professional contacts, and patients served, maintaining a professional appearance and positive image for LCH.
• Contributes as part of the leadership team by promoting positive staff interactions and maintaining open communication with other programs and departments.
• Attends and actively participates in all meetings (e.g., department meetings, program meetings, staff meetings) and other activities as required or assigned.

People & Culture

• Supervise and develop direct reports through continuous coaching, performance feedback, and succession planning.
• Drive workforce retention (< 15 % voluntary turnover) and partner with HR on talent development, engagement strategies, and leadership-development pathways.
• Support staff and provider engagement by fostering a culture of compliance, accountability, teamwork, and patient-centered service.

Patient Experience

• Achieve and sustain CG-CAHPS overall scores at or above the 80th percentile; implement service-recovery tactics that strengthen patient loyalty and trust.
• Ensure best-in-class access metrics (e.g., = 7 days to third-next-available primary-care visit) and monitor first-contact resolution for escalated issues.
• Serve as a key liaison between site operations and system-wide departments , championing patient-centered workflows and clear communication across teams.

Education, Knowledge, Skills, and Abilities

Education and Experience

• Bachelor's degree in Healthcare Administration, Nursing, Public Health, or related field required.
• Master's degree in Healthcare Administration (MHA), Public Health (MPH), or Business Administration (MBA) preferred. A combination of education and 10+ years of progressive experience will be considered.
• Minimum of 5-7 years of healthcare operations leadership, preferably in a multi-site environment within a FQHC or similar setting.
• Proven track record in leading quality improvement (QI) and quality assurance (QA) initiatives.
• Demonstrated experience with compliance oversight, workflow optimization, patient experience improvement, and staff performance management.

License/Certification

• Possess and maintain a valid driver's license.

Knowledge, Skills, and Abilities

• Deep understanding of QI/QA methodologies, population health strategies, and healthcare performance metrics (e.g., UDS, HEDIS, PCMH, HRSA indicators).
• Knowledge of federal and state healthcare regulations, particularly those affecting FQHCs and underserved populations.
• Strong leadership and team development skills, with the ability to coach and build high-performing teams.
• Data-driven decision-making capabilities and familiarity with quality reporting tools and operational dashboards.
• Excellent verbal and written communication skills; able to work effectively with clinical and administrative leaders alike.
• Proficiency in Microsoft Office Suite and EHR systems (preferably NextGen).
• Willingness and ability to travel to all sites within the assigned region regularly.