Director of Operations - Trillion na Limitless Male

Description

As DOO, you’ll own end-to-end non-clinical operations, driving performance across multiple departments—from frontline patient services to centralized communication, revenue cycle enablement, compliance, technology, and new site launches. You’ll report directly to the executive team and act as a key partner in scaling our impact, ensuring every clinic operates at peak efficiency and every patient interaction reflects our commitment to excellence.

Core Responsibilities

Multi-Site Clinic Operations & Patient Access

• Oversee the Patient Services team and Central Communications hub.
• Set and maintain clinic coverage plans, daily huddles, escalation protocols.
• Balance staffing and patient volume across locations.

Staffing, Scheduling & Labor Management

• Develop staffing models aligned with patient volume, acuity, and seasonality.
• Oversee workforce planning, PTO policies, float pools, and shared resources.
• Partner with HR to drive recruiting priorities and approve headcount changes.

Process Improvement & SOP Management

• Own the SOP library for non-clinical workflows with built-in version control.
• Establish service-level targets (e.g., call answer times, portal message response).
• Lead a culture of continuous improvement with a systems-thinking mindset.

Compliance, Risk & Safety (Non-Clinical)

• Ensure HIPAA administrative safeguards, OSHA/CLIA compliance, and incident reporting.
• Develop business continuity playbooks (e.g., EHR downtime, medication shortages).

Revenue Enablement (Front-End RCM)

• Ensure accuracy in insurance capture, pre-auths, POS collections, and eligibility checks.
• Investigate denial trends from front-end errors; address root causes via process fixes and training.

Patient Experience & Contact Center

• Own call center operations, including scripts, routing, staffing, and service levels.
• Improve key metrics like first-call resolution and response time SLAs.

Supply Chain, Facilities & Equipment

• Centralize supply ordering, PAR level tracking, vendor relationships, and waste reduction.
• Oversee clinic maintenance, exam room turnover, and physical expansions or relocations.

Technology & Data Operations

• Co-own operational EHR templates and workflow governance (non-clinical).
• Develop and maintain an operational KPI dashboard and performance scorecard.

Growth & Site Launches

• Lead operational planning and physical setup for new clinic sites.
• Evaluate operational readiness for new services (e.g., aesthetics, telehealth, peptides).

People Leadership & Training

• Define roles and responsibilities for non-clinical clinic staff.
• Partner with Instructional Design to translate SOPs into training modules and competency checklists.
• Own performance management, coaching, and staff recognition programs.

Success in This Role Looks Like:

• Clinics hitting and sustaining operational KPIs across access, experience, and revenue.
• Empowered teams with clear roles, training, and accountability frameworks.
• Scalable systems and SOPs that reduce variation and increase speed-to-execution.
• High-performing communications center integrated seamlessly with clinics and EHR inboxes.
• Growth initiatives (new clinics, services) launched on time and on budget.

Requirements

Qualifications

Required:

• 5+ years in multi-site healthcare operations leadership (clinic, ASC, urgent care, etc.).
• Proven track record managing large, diverse teams across patient services, contact centers, or similar.
• Deep understanding of healthcare compliance (HIPAA, OSHA, CLIA).
• Experience implementing scalable SOPs and process improvement frameworks (Lean, Six Sigma, etc.).
• Strong analytical skills with experience building dashboards and interpreting performance data.

Preferred:

• Experience with EHR systems (e.g., Epic, Athena, NextGen) and operational configuration.
• Background in revenue cycle or patient access optimization.
• Bachelor's degree in Healthcare Admin, Business, or related field; Master’s a plus.

Who You Are

Operationally Obsessed: You live for process efficiency and systems design.

Hands-On Leader: You don’t just direct—you coach, support, and get in the trenches.

Data-Driven: You use numbers to drive clarity, alignment, and action.

Calm Under Pressure: You’re steady in complexity and decisive in ambiguity.

Growth-Minded: You think in scale and love building playbooks others can follow.