Senior Operations Manager - Concierge Primary Care (Practice Director, Healthcare Administrator)

Location and schedule: This is a full time, onsite role at our San Francisco office in the Laurel Heights area, 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 seven (7) 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. 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 manage 12 PCA/Patient Care Administrators and demands the highest levels of professionalism, discretion, and business acumen. Our Senior Operations Manager should have strong people management skills, excellent interpersonal skills, the ability to adapt to individual needs, and a focus on fostering an inclusive and high‑performing team. Overview As the Site Operations Manager at Private Medical, you will drive the overall success of your designated site. You will be responsible for seamless day‑to‑day operations, ensuring the delivery of exceptional care to our members and fostering a positive, productive work environment for your team. This role requires a proactive, results‑oriented individual with strong leadership, organizational, and problem‑solving skills. You will directly manage the PCAs, oversee the office operations, and work collaboratively with the Lead Physician and RN Manager to uphold our clinical mission and service standards. Responsibilities 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 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 RN 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 RN 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. Qualifications Minimum of 7+ years of progressive experience in healthcare operations management, preferably in a concierge or private practice setting. Experience leading and managing teams, including direct performance management responsibilities for large teams. Bachelor's degree in healthcare administration, business administration, or a related field required; Masters preferred. 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. Strong leadership presence with the ability to motivate and inspire a team. Member‑focused with a genuine commitment to providing exceptional service. Proactive and results‑oriented with a focus on achieving operational goals. High level of professionalism, integrity, and discretion. Adaptable and resilient in a fast‑paced environment. Benefits A competitive starting salary commensurate with years of experience and skills. 401(k) with a match up to 3% of salary. Robust health benefits – medical, dental, and vision. Three weeks of paid time off plus 10 paid holidays, one floating holiday, and one volunteer day. Additional benefits including a wardrobe stipend, backup care expenses, and education reimbursement for new certificates and courses (note that fringe benefits may vary year to year). #J-18808-Ljbffr Private Medical