Head of Operations & Business Management

Associate Operations DirectorThe Associate Operations Director (AOD) provides strategic and operational leadership for Senior-Focused Primary Care operations across a market, typically overseeing 5–10 centers. This role is accountable for driving center performance, operational excellence, growth, and a consistent, patient-centered experience.The AOD partners closely with clinical dyad leadership to align operational priorities with clinical outcomes and enterprise initiatives, including quality performance, HEDIS/STARs, AHCA compliance, patient access and scheduling, financial management, patient engagement, recruitment and hiring, and employee and patient retention.This position requires strong leadership, financial acumen, relationship-building ability, organizational discipline, and effective communication. Key responsibilities include developing staffing plans, leading change management efforts, ensuring adherence to policies and procedures, resolving complex operational and technical issues, and providing oversight to managers, supervisors, and specialized professionals.This is an on-site field leadership role and is not remote. Key ResponsibilitiesLeadership, Operations, and Organizational ManagementLead clinical operations across assigned centers, ensuring strong operational performance, financial discipline, and alignment with organizational goals.Manage financial performance, including Profit & Loss outcomes, expense controls, supply ordering, invoices, VSP resources, and key financial levers that support business results.Monitor and analyze operational and performance metrics, including membership, retention, patient engagement, access, scheduling, referral turnaround time, phone abandonment rates, alignment changes, cost and utilization trends, HCC coding, NPS scores, and other key performance indicators.Use data analytics, scorecards, and performance reporting to identify opportunities, drive accountability, and support continuous improvement.Supervise, coach, and evaluate operational staff, including setting performance expectations, managing schedules, supporting change management, and developing internal leaders.Partner with Market Center Administrators, Medical Leadership, Community Engagement Professionals, and providers to support growth strategies, retention efforts, and targeted community investments.Ensure healthcare professionals are trained in Value-Based Care principles and that VBC strategies are embedded into daily operations.Participate in monthly leadership and financial reviews, presenting complex information clearly and facilitating discussions that connect strategy, operations, and financial outcomes.Ensure adherence to standard operating procedures, compliance requirements, required signage, incident reporting processes, and facility maintenance protocols.Represent CenterWell in community and media activities while partnering with recruitment teams to build a pipeline of high-quality primary care clinicians, including physicians, APPs, medical assistants, and other clinical professionals.Clinical Operations and Patient ExperienceLead outpatient care teams in delivering a consistent, high-quality patient experience that strengthens patient satisfaction and the organization's reputation in the community.Promote a patient-centered culture focused on access, outcomes, service recovery, and continuous improvement.Monitor patient satisfaction trends, Google reviews, NPS scores, and other feedback channels to identify and address opportunities.Partner with Medical Leadership to address clinician performance concerns and define appropriate action plans.Integrate Value-Based Care principles into clinical operations to improve patient outcomes, utilization, and overall center performance.Conduct and oversee monthly safety audits, including MSDS and OSHA requirements, while addressing clinic operational risks and compliance opportunities.Collaborate with providers and compliance teams on patient terminations in accordance with applicable regulations and organizational policy.Dyad PartnershipCollaborate with Medical Leadership to establish shared goals, maintain consistent communication, and support unified decision-making across clinical and operational teams.Align on performance management, clinical and operational strategies, growth initiatives, sales and retention tactics, and team communication.Partner on budgeting, strategic planning, provider staffing, service planning, and expected operational and clinical outcomes.Monitor, communicate, and review incentive and performance plans, including biannual evaluations as appropriate.Partner on performance management and disciplinary matters involving clinical or operational teams, ensuring alignment with leadership expectations and organizational standards.5+ years of management experience in clinical care or related field, with experience driving results in a full-risk VBC environment.Demonstrated knowledge of healthcare regulations, compliance, and managed care.Skilled in EMR systems, Self Directed analytic platforms, and other relevant software tools.Proven interpersonal skills with the ability to interface effectively both internally and externally with a wide range of people including physicians, office staff, hospital executives, medical groups, IPA's, community organizations and other health plan staff.Candidates selected for this job will be required to adhere to Humana's flu vaccine policy.Must have a valid driver's license as there will be travel between centers.Degree preferably in Business administration Healthcare Administration, or a related field; or, in lieu of a bachelor's degree, 10+ years of HealthcareBasic knowledge of Population Health and how it comes to life in a global risk primary care environmentFamiliarity with Medicare and Risk modelExperience managing a budget of $1M+Additional InformationTB Statement:This role is considered patient facing and is part of Humana's Tuberculosis (TB) screening program. We design competitive and flexible packages to give our employees a sense of financial security—both today and in the future, including:Health benefits effective day 1Paid time off, holidays, volunteer time and jury duty payRecognition pay401(k) retirement savings plan with employer matchTuition assistanceScholarships for eligible dependentsParental and caregiver leaveEmployee charity matching programNetwork Resource Groups (NRGs)Career development opportunitiesScheduled Weekly Hours 40Pay Range $104,000 - $143,000 per yearThis job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.