Operations Manager / Practice Manager - Concierge Primary Care

Job Description

Job Description

Location and schedule:  This is a full time, onsite role  at our Manhattan office, working traditional business hours (e.g., 8am-5pm).

Reporting structure:  This role will report directly to our VP of Site Operations.

Experience required:  At least five (5) years of progressive people management experience (ideally in an outpatient setting) with a Bachelor's degree in healthcare administration, business administration, or a related field.

Right now we are currently  seeking an experienced people manager to join our team in San Francisco as a Senior Operations Manager. This pivotal role will oversee our largest facility with 4 clinical suites, C-Suite + Administration, 10+ physicians, primary care, pediatrics, gynecology and staff of 40+.  This role will directly people manage 5 PCA/Patient Care Administrators along with administrative oversight of our RNs and Medical Assistants.  Therefore, demanding the highest levels of professionalism, discretion, and business acumen.

Our Site Operations Manager for this complex team should have strong and proven people management skills, excellent interpersonal skills, the ability to adapt to individual needs, and a focus on fostering an inclusive and high performing team. 

Who are we?

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. 

Qualifications:

• At least five (5) years of progressive leadership experience in healthcare setting preferably in a concierge or private practice setting.
• Bachelor's degree in healthcare administration, business administration, or a related field preferred.
• Proven experience in leading and managing teams, including direct performance management responsibilities.
• 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)

Overview:

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) and work collaboratively with the Lead Physician and Regional Nurse Manager to uphold our clinical mission and service standards.

What will you be responsible for?

• Operational Excellence: Oversee all aspects of daily site operations, ensuring efficient workflows and optimal resource utilization to support clinical activities and member needs.
• Staff Management & Leadership: Provide direct supervision and performance management for Patient Care Administrators (PCAs), including the full employee lifecycle: recruitment, onboarding, training, performance reviews, and off-boarding.
• Scheduling & Coverage: Develop and manage staff schedules, PTO requests, and coverage plans to ensure adequate staffing levels and uninterrupted service delivery.
• Clinical Mission Support: Work closely with the Lead Physician and Regional Nurse Manager as clinical advisors to ensure operational processes align with clinical protocols and facilitate the delivery of high-quality patient care.
• Member Experience, Panel Management & Retention: 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.
• Performance Monitoring & Improvement: 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.
• Clinical Collaboration: Maintain a strong and collaborative working relationship with the Lead Physician and Regional Nurse Manager, leveraging their clinical expertise for informed decision-making regarding site operations.
• Positive Office Culture: Cultivate a positive, collaborative, and supportive work environment. Act as the first point of contact for staff concerns and facilitate conflict resolution effectively.
• Compliance & Safety: Ensure the site adheres to all safety, OSHA, and HIPAA regulations and internal policies. Oversee the implementation and maintenance of compliance protocols.
• Staffing Strategy and Efficiency: 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.
• Budget Management: Manage the site's operating budget, including expenses related to moonlighting, meals, supplies, vendor payments, and employee appreciation initiatives, ensuring responsible resource allocation.
• Quality Improvement Initiatives: Lead and participate in quality improvement initiatives, utilizing data to identify trends, implement evidence-based practices, and measure outcomes.
• Real Estate and Technology: 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.
• Organizational Contribution: Actively participate in assigned committees, projects and tasks to support site and organizational needs. 

Skills and attributes we're looking for:

• Member‑centric, hospitality‑forward orientation; sets and reinforces clear behavioral standards.
• Data‑informed operator with a continuous improvement mindset; able to iterate systems and structures for reliability and flexibility.
• Collaborative leader who elevates clinical partners; decisive, fair, and transparent in performance management.
• Strong leadership presence with the ability to motivate and inspire a team.
• 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.

Whats in it for you?

• A competitive starting salary commensurate with years & type of experience and skills
• 401(k) with a match (up to 3% of salary)
• Robust health benefits (medical, dental, vision)
• 3 weeks of paid time off plus 10 paid holidays off & 1 floating holiday & 1 volunteer day.  
• A wide range of additional benefits including a wardrobe stipend, back up care expenses, education reimbursement for new certificates and courses (please note fringe benefits offerings may vary year to year).

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.

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

Team Interviews
We believe hiring is a collaborative process. Finalists will have the opportunity 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.

Shadow Experience 
This shadow experience allows both you and our team to gain a realistic understanding of the role, the work environment, and what success looks like at Private Medical.

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.