Director of Operations

Job Description

Job Title:	Director of Operations	Department:
Reports to:	Chief Operating Officer	Location:	Union Hills Travel as needed

Job Summary

The Director of Operations is responsible for the day-to-day leadership and operational performance of the Union Hills clinic while providing operational support across Mountain View Headache and Spine Institute and its affiliated lines of business, as assigned by the Chief Operating Officer. This role leads staff, strengthens workflows, monitors performance, supports consistent execution of policies and procedures, and helps ensure efficient, compliant, and patient-centered operations across locations. The Director partners with physicians, advanced practice providers, clinic leaders, Human Resources, billing personnel, and executive leadership to resolve operational issues and advance organizational priorities.

Supervisory Responsibilities

Directly supervises staff assigned to or based at the Union Hills clinic, including front-office and clinical support staff. Provides operational guidance, coaching, and project support to managers and teams at other locations as directed by the Chief Operating Officer.

Duties/Responsibilities

Practice Operations

• Oversee daily clinic operations, including opening and closing procedures, staffing coverage, patient flow, scheduling processes, and operational readiness.
• Monitor appointment templates, provider schedules, wait times, cancellations, no-shows, and clinic capacity; recommend improvements that support access and productivity.
• Coordinate operational needs across the front office, medical assistants, referral and authorization teams, billing functions, and external service partners.
• Maintain office supplies, equipment, vendor relationships, facility requests, and routine service schedules within approved budgets.
• Support implementation of new providers, employees, services, technology, workflows, and practice locations as assigned.

Staff Leadership

• Provide daily direction, coaching, and support to assigned administrative and clinical support staff.
• Participate in recruitment, interviewing, onboarding, training, performance management, corrective action, and employee separation processes in coordination with Human Resources and leadership.
• Prepare staff schedules, review timekeeping, manage attendance concerns, and arrange coverage to meet patient care and business needs.
• Communicate changes to staff and reinforce accountability for policies, service standards, and assigned responsibilities.
• Promote a respectful workplace culture focused on teamwork, professionalism, confidentiality, and patient service.

Patient Experience and Care Coordination

• Ensure patients receive timely, courteous, and accurate assistance throughout scheduling, check-in, clinical support, check-out, and follow-up processes.
• Address escalated patient concerns, service-recovery issues, scheduling barriers, and communication breakdowns in a professional and timely manner.
• Oversee referral intake, medical-record collection, benefit verification, prior-authorization workflows, procedure scheduling, and follow-up tracking as applicable.
• Coordinate with pharmacies, imaging centers, ambulatory surgery centers, laboratories, therapy providers, and other external partners as needed for practice operations.

Revenue Cycle and Performance

• Partner with billing and leadership to monitor registration accuracy, insurance verification, authorizations, copay and balance collection, charge capture, claim-related workflow issues, and accounts receivable trends.
• Identify workflow gaps that may delay care or reimbursement and coordinate corrective action with responsible departments.

Compliance and Quality

• Support compliance with HIPAA, OSHA, infection-prevention procedures, payer requirements, employment policies, and applicable federal and state healthcare regulations.
• Help maintain required logs, emergency procedures, safety checks, and office documentation.
• Reinforce secure handling of protected health information, appropriate access to electronic systems, and accurate documentation practices.
• Support internal audits, incident reporting, complaint follow-up, corrective action plans, and quality-improvement initiatives.
• Ensure non-licensed staff do not perform clinical duties outside their training, authorization, or scope; this position does not independently provide clinical care unless separately licensed and formally assigned those duties.

Organization Wide Operational Support

• Support the Chief Operating Officer with implementation of operational priorities, business initiatives, and special projects across the organization.
• Travel to other clinic and business locations as needed to address staffing needs, support leadership coverage, troubleshoot operational issues, assist with training, and implement new workflows.
• Evaluate cross-functional workflows and recommend practical improvements that strengthen efficiency, accountability, patient access, and service consistency.
• Develop, implement, and maintain standard operating procedures, operational tools, and consistent processes across locations in partnership with department leaders.
• Coordinate operational needs across clinic management, front-office teams, medical assistants, referral and authorization teams, billing functions, and external service partners.
• Support the opening, transition, expansion, or integration of providers, employees, services, technology, workflows, and practice locations as assigned.
• Serve as an escalation resource for operational issues when the Chief Operating Officer is unavailable or delegates responsibility.

Required Skills/Abilities

• Five or more years of progressive clinical practice management experience, with demonstrated responsibility for staff leadership, workflow management, and operations.
• Working knowledge of medical-office operations, patient scheduling, insurance verification, prior authorizations, referrals, medical terminology, and revenue-cycle workflows.
• Demonstrated ability to supervise staff, organize competing priorities, resolve problems, maintain confidentiality, and communicate professionally with patients and healthcare personnel.
• Prior experience in pain management, interventional medicine, spine care, surgery scheduling, or another procedure-focused specialty is preferred.
• Experience supporting multiple providers or locations.
• Knowledge of quality improvement methods, healthcare compliance, credentialing support, and operational reporting.
• Willingness and ability to travel between organizational locations based on clinic, staffing, training, and operational needs.

Education

• Bachelor’s degree in Healthcare Administration, Business Administration, Management, or related field. In lieu of a degree, a minimum of 10 years of progressive medical practice management experience is required.

Physical Requirements

Prolonged periods of sitting at a desk and working on a computer.

Must be able to lift up to 15 pounds at times.

Must be able to access various departments of a given location.

Regular local travel between Mesa and other organizational locations is required based on clinic and staff needs.