Director-PMG Practice Operations- Cancer Care

Location Address:
2400 Unser BlvdRio Rancho, NM 87124

Summary:
This is a dynamic opportunity for an innovative, operationally rigorous, and transformation-minded healthcare executive to serve as the Director, Practice Operations (DPO). In an era where oncology care delivery is rapidly shifting due to advanced therapeutics, personalized medicine, and value-based reimbursement models, the DPO will lead the operational execution, financial stewardship, and strategic expansion of ambulatory cancer services.

The oncology service line operates within a complex, highly coordinated matrix environment across the network, bridging the gaps between multi-specialty medical groups, outpatient infusion centers, and acute inpatient functions. The incoming Director will enter an ecosystem poised for operational optimization and strategic growth. This executive will have a clear mandate to analyze, design, implement, and evaluate next-generation business models and patient-centric workflows that eliminate operational variance, maximize clinic capacity, and elevate the clinical care continuum.

Beyond managing a dedicated, permanent footprint within the Cancer Care division, the DPO will serve as an agile organizational resource. The role offers high internal visibility, providing interim operational leadership and turnaround support across adjacent service lines and medical group sites as institutional priorities evolve. For a leader who thrives at the intersection of clinical excellence, robust financial health, and continuous process transformation, this role offers an expansive platform to drive measurable, high-impact outcomes in a deeply mission-driven environment.

Job Description:

I. Clinical Outcomes, Quality, & Patient Safety

The Director shares accountability for the clinical integrity of the practices, ensuring that care delivery meets or exceeds state, national, and institutional benchmarks.

• Outcome Metrics Alignment: Partner closely with the Service Line Administrator and Medical Director to formally define, track, and analyze clinical outcome measures across all areas of responsibility.
• Resource Optimization: Work collaboratively with clinical, clerical, and ancillary staff across clinics, service lines, Quality Management, and Care Coordination Services to achieve optimal utilization of clinic resources, streamline patient throughput, and hit organizational performance targets.
• Innovative Program Design: Anticipate shifting ambulatory care patterns to develop and scale new programs, clinical pathways, and supportive services. This work is done in tight collaboration with ambulatory managers, inpatient administration, and the broader clinical leadership team to ensure flawless coordination with acute care services.

Clinical Outcomes:

• Formulate and prioritize key clinical focus areas across the organization, business unit, and individual departments.
• Establish robust, visible clinical outcome and in-process tracking metrics.
• Develop targeted, data-driven action plans utilizing Critical-X analyses and structured root-cause methodologies.
• Continuously monitor clinical quality and patient safety data, enforce strict accountability for variances, and champion front-line continuous improvement initiatives.

II. Customer Loyalty, Patient Experience, & Advocacy

Oncology care requires an unparalleled level of empathy, navigation, and responsiveness. The Director is directly responsible for hardwiring patient-centric service standards.

• Continuum Process Mapping: Collaborate with multi-disciplinary service line teams to design and implement highly integrated, compassionate care processes across the entire cancer care lifecycle.
• Service Framework Deployment: Ensure all operational areas effectively deploy the organization's customer loyalty bundles, patient-experience toolkits, and proactive communication models.
• Voice of the Customer (VoC): Actively analyze patient satisfaction feedback, surveys, and grievances. Involve physicians, clinicians, and support staff in translating this feedback into daily operational modifications that remove barriers to exceptional care and build long-term consumer loyalty.

Customer Loyalty:

• Identify, prioritize, and align patient experience focus areas to eliminate service friction points.
• Create and execute key customer loyalty outcome and in-process tracking measures.
• Conduct regular Critical-X analyses on patient experience data to drive macro action plans.
• Monitor satisfaction trends in real time, enforce compliance with behavioral and service standards, and establish mechanisms to teach, lead, and hardwire continual process improvement.

III. Financial Stewardship, Revenue Cycle, & Daily Operations

The Director possesses bottom-line accountability for the financial viability, volume growth, and operational efficiency of the oncology clinical enterprise.

• Fiscal Planning & Administration: Lead the comprehensive annual operating and capital budgeting processes. Maintain ultimate accountability for budget administration, cost containment, and long-term financial outcomes, analyzing any downstream or upstream financial impacts on inpatient or ambulatory service lines.
• Revenue Cycle Integrity: Review charge capture methodologies and denial trends. Partner with finance and billing teams to develop macro action plans to resolve leakage, and ensure the oncology Charge Description Master (CDM) is updated appropriately to reflect current clinical practices and compliance guidelines.
• Operational Leadership & Liaison Duties: Manage the daily administrative realities of clinical sites across the entire continuum (insurance verification, primary care routing, specialty clinics, and aftercare). Serve as the primary liaison, advocate, and consensus-builder between outpatient operations, inpatient functions, external vendors, and clinical consultants.
• Regulatory Compliance: Enforce absolute compliance with organizational policies, Joint Commission standards, Commission on Cancer (CoC) requirements, and relevant state and federal healthcare legislation.

Financial & Operating Outcomes:

• Develop, defend, and manage the annual operating and FTE budgets alongside staffing plans.
• Conduct disciplined monthly reviews of operating budget variance trends, executing swift corrective action plans for revenue and expense anomalies.
• Author tactical action plans for regulatory compliance and maintain all service and purchased service contracts.
• Utilize strict Quality Work System criteria to prioritize process improvements and execute comprehensive root-cause analyses (RCA) when operational processes continuously fail.
• Identify and build business cases for capital equipment and infrastructure projects; resolve escalated operational or space issues, and represent the division on leadership councils.
• Assist in the development of targeted service line marketing plans to drive appropriate clinical volumes.

IV. Staff Focus, Talent Development, & Provider Integration

The Director must build a high-performance culture characterized by psychological safety, transparency, continuous learning, and strong clinical alignment.

• Provider Engagement & Satisfaction: Partner with the Service Line Medical Director to optimize provider integration, monitor physician/APP satisfaction, streamline onboarding, and aggressively mitigate clinical burnout and turnover.
• Talent Coaching & Mentorship: Provide active mentorship, coaching, and performance management for direct reports and clinic managers, assisting them with budget adherence, leadership development, and the removal of institutional obstacles.
• Strategic Workforce Planning: Collaborate with clinical and clerical leadership to design and execute long-term recruitment plans, onboarding pathways, and competency-based education plans for individuals and teams.

Staff Focus:

• Assist in the structural development of the FTE budget and professional staffing models.
• Construct and deploy targeted action plans aimed at elevating employee engagement and satisfaction.
• Overlook turnover trends and reasons, executing macro retention strategies when negative patterns emerge.
• Reinforce manager engagement through continuous feedback loops and foster open, transparent communication channels across all levels of management.

Additional Job Description:
Bachelors degree in Business or Healthcare required. Five to ten years of progressive management experience.

Benefits
Benefits are effective day-one (for .45 FTE and above) and include:

• Competitive salaries
• Full medical, dental and vision insurance
• Flexible spending accounts (FSAs)
• Free wellness programs
• Paid time off (PTO)
• Retirement plans, including matching employer contributions
• Continuing education and career development opportunities
• Life insurance and short/long term disability programs

About Us
Presbyterian Healthcare Services is a locally owned, not-for-profit healthcare system of nine hospitals, a statewide health plan and a growing multi-specialty medical group. Founded in New Mexico in 1908, it is the state's largest private employer with approximately 11,000 employees.


Presbyterian's story is really the story of the remarkable people who have chosen to work here. Starting with Reverend Cooper who began our journey in 1908, the hard work of thousands of physicians, employees, board members, and other volunteers brought Presbyterian from a tiny tuberculosis sanatorium to a statewide healthcare system, serving more than 700,000 New Mexicans.


We are part of New Mexico's history - and committed to its future. That is why we will continue to work just as hard and care just as deeply to serve New Mexico for years to come.

About New Mexico
New Mexico's unique blend of Spanish, Mexican and Native American influences contribute to a culturally rich lifestyle. Add in Albuquerque's International Balloon Fiesta, Los Alamos' nuclear scientists, Roswell's visitors from outer space, and Santa Fe's artists, and you get an eclectic mix of people, places and experiences that make this state great.


Cities in New Mexico are continually ranked among the nation's best places to work and live by Forbes magazine, Kiplinger's Personal Finance, and other corporate and government relocation managers like Worldwide ERC.


New Mexico offers endless recreational opportunities to explore, and enjoy an active lifestyle. Venture off the beaten path, challenge your body in the elements, or open yourself up to the expansive sky. From hiking, golfing and biking to skiing, snowboarding and boating, it's all available among our beautiful wonders of the west.


AA/EOE/VET/DISABLED. PHS is a drug-free and tobacco-free employer with smoke free campuses.