Chief Operating Offer (COO)

Position Summary The Chief Operating Officer (COO) provides operational leadership across all clinic locations, the ambulatory Surgery Center (ASC), pathology laboratory, and related departments to ensure efficiency, regulatory compliance, operational consistency, and an exceptional patient experience. This role oversees clinic operations, call center performance, HR administration, medical records, and ASC readiness while driving performance through data, standardization, and cross-functional collaboration to support organizational growth and expansion

Qualifications Bachelor's degree required (Master's preferred) with 5-10+ years of progressive healthcare operations experience in multi-site medical practice and/or ASC environments. Strong leadership experience in clinic operations, call center management, EMR systems (preferably eClinicalWorks), HR administration, vendor oversight, and regulatory compliance within high-volume healthcare settings.
Core Responsibilities

Operational & Multi-Site Leadership

• Oversee operations across all clinic locations, ASC, pathology, billing, aftercare, call center, and medical records departments
• Ensure operational consistency, staffing efficiency, patient satisfaction, and compliance across all sites
• Partner with clinical leadership and nursing to maintain ASC operational readiness and audit preparedness
• Support organizational strategy, growth initiatives, marketing efforts, and operational scaling

Call Center & Patient Access

• Supervise call center operations in partnership with the Call Center Manager
• Monitor KPIs including ASA, abandonment rates, FCR, patient satisfaction, quality scores, and scheduling conversion
• Lead weekly performance reviews, call audits, coaching, staffing optimization, and training initiatives
• Analyze reporting trends and implement process improvements to enhance patient experience

Scheduling, Systems & Inventory

• Oversee PerfectServe administration, scheduling coordination, physician PTO, procedure scheduling, and anesthesia coverage
• Manage eClinicalWorks scheduling optimization to maximize provider utilization and minimize gaps
• Supervise inventory management to ensure cost control and uninterrupted clinical/ASC operations

HR, Payroll & Credentialing

• Supervise HR functions through ADP TotalSource, including payroll, benefits, onboarding, and compliance
• Oversee provider and staff credentialing, licensure tracking, background checks, recruitment, and employee relations

Performance, Training & Expansion

• Ensure annual staff evaluations, development planning, and standardized departmental training manuals
• Implement consistent departmental meeting structures and KPI reporting
• Support retention initiatives and continuous operational improvement through data-driven performance management
• Lead operational planning and readiness for new service lines, site expansions, and organizational growth initiatives