Chief Operations Officer

Chief Operations Officer

The Chief Operating Officer (COO) serves as a member of the Executive Leadership Team and is responsible for the strategic and operational leadership of Heart of Florida Health Centers (HFHC). The COO oversees the daily operations of the organization while ensuring operational excellence, supporting quality patient care delivery, regulatory compliance, workforce engagement, and organizational growth across all service locations.

The COO provides leadership for operational infrastructure, facilities management, contact center operations, information technology systems, EHR and informatics functions, vendor and contract management, patient access, operational workflows, and organizational performance initiatives. This position works collaboratively with executive leadership, clinical leadership, finance, compliance, human resources, and support departments to improve efficiency, patient experience, quality outcomes, and financial sustainability.

The COO ensures operational alignment with HFHC's mission, strategic initiatives, HRSA requirements, accreditation standards, and organizational values.

Qualifications / Requirements

• Bachelor's degree in Healthcare Administration, Business Administration, Public Health, or related field required.
• Master's degree is strongly preferred.
• Minimum of five (5) years of progressive healthcare operations leadership experience required.
• Experience within a Federally Qualified Health Center (FQHC), community health center, multi-site medical practice, or integrated healthcare organization strongly preferred.
• Demonstrated experience leading multi-site healthcare operations and operational teams required.
• Experience overseeing facilities management, operational infrastructure, and healthcare technology systems preferred.
• Experience with Electronic Health Record (EHR) systems, workflow optimization, and healthcare operational analytics required.
• Experience with eClinicalWorks (eCW) or similar healthcare platforms preferred.
• Strong executive leadership and organizational management skills.
• Excellent communication, interpersonal, and relationship-building abilities.
• Demonstrated ability to lead operational transformation and organizational change initiatives.
• Strong financial and operational acumen with the ability to analyze performance metrics, operational reports, and financial data.
• Knowledge of healthcare operations, healthcare technology systems, facilities management, patient flow, staffing models, and operational analytics.
• Strong understanding of EHR systems, healthcare information technology, and operational workflow optimization.
• Knowledge of healthcare cybersecurity principles, HIPAA regulations, and operational risk management.
• Ability to manage multiple priorities in a fast-paced healthcare environment.

Essential Functions

Executive and Operational Leadership

• Provide executive oversight and leadership for organizational operations across all clinical and administrative locations.
• Develop and implement operational strategies that support HFHC's mission, strategic goals, growth initiatives, and long-term sustainability.
• Foster a culture of accountability, teamwork, innovation, operational excellence, and continuous improvement.
• Lead operational initiatives focused on patient access, workflow efficiency, provider productivity, patient satisfaction, and quality outcomes.
• Collaborate with executive leadership to support organizational growth, service expansion, operational integration, and strategic planning initiatives.
• Establish operational goals, monitor performance metrics, and implement action plans to improve organizational effectiveness.
• Ensure operational consistency and standardization across all practice sites and service lines.
• Participate in board reporting, leadership meetings, operational analytics review, and strategic decision-making processes.

Healthcare Operations Management

• Direct and oversee day-to-day operations for all HFHC facilities and operational departments.
• Monitor patient flow, staffing models, scheduling efficiency, provider productivity, operational throughput, and service utilization.
• Develop and implement operational policies, procedures, workflows, and performance standards.
• Collaborate with clinical leadership to support efficient care delivery models and patient-centered operations.
• Oversee operational readiness for HRSA Operational Site Visits (OSV), audits, accreditation reviews, and regulatory inspections.
• Lead performance improvement initiatives that support quality, operational efficiency, compliance, and patient experience.
• Ensure compliance with HRSA regulations, HIPAA standards, OSHA requirements, FTCA requirements, and applicable state and federal healthcare regulations.
• Support emergency preparedness, organizational risk management, and business continuity initiatives.

Call Center / Contact Center Operations

• Provide executive oversight and strategic direction for organizational contact center operations, including patient access lines, call routing, scheduling support, and contact center technology platforms.
• Monitor contact center performance metrics, staffing models, service levels, and patient experience outcomes.
• Collaborate with operational and clinical leadership to ensure contact center workflows support efficient patient access and care coordination across all service locations.

Facilities and Infrastructure Management

• Provide oversight for all HFHC facilities, infrastructure, and operational environments.
• Ensure all facilities maintain safe, compliant, efficient, and patient-centered operations.
• Oversee facility maintenance, operational readiness, environmental safety, and infrastructure improvement initiatives.
• Collaborate with vendors, contractors, and leadership teams regarding renovations, expansions, capital projects, relocations, and new site development.
• Monitor compliance with life safety standards, infection prevention requirements, OSHA standards, and facility-related regulatory requirements.
• Assist with operational planning and space utilization to optimize workflow efficiency and patient experience.
• Oversee facility-related operational budgets and capital improvement planning.

Information Technology and EHR Oversight

• Provide executive oversight and strategic direction for organizational information technology operations and infrastructure.
• Collaborate with IT leadership and vendors to ensure secure, efficient, and reliable technology infrastructure supporting clinical and operational functions.
• Oversee operational technology projects including software implementations, system upgrades, and technology integration initiatives.
• Ensure organizational compliance with HIPAA security requirements, cybersecurity standards, healthcare technology regulations, and data governance practices.
• Oversee vendor relationships related to telecommunications, operational software, and infrastructure services.
• Promote operational efficiencies through strategic use of healthcare technology and automation tools.
• Support data-driven operational decision-making through reporting systems, dashboards, and performance metrics.

EHR and Informatics

• Provide executive oversight for EHR governance, clinical informatics, and healthcare data operations.
• Collaborate with EHR and informatics leadership to optimize system configuration, clinical workflows, documentation standards, and operational reporting.
• Support integration between EHR platforms, operational systems, billing, and quality reporting functions.
• Lead or support EHR-related implementation projects, system upgrades, and workflow redesign initiatives to improve provider efficiency, patient access, and organizational performance.

Vendor and Contract Management

• Oversee organizational vendor relationships, service contracts, lease agreements, and third-party service arrangements across operational departments.
• Collaborate with finance, legal, and compliance to ensure vendor agreements align with organizational requirements, regulatory standards, and operational needs.
• Monitor vendor performance, contract compliance, and service delivery to support operational continuity and organizational risk management.

Physical Requirements

• While performing the duties of this job, the employee is regularly required to talk and hear.
• This position is very active and requires standing, walking, bending, kneeling and stooping all day, but may also involve long periods of sitting or computer-based work.
• This employee must frequently lift and/or move items over 30 pounds.
• Must be able to lift, carry and handle equipment, supplies and other work site materials according to position requirements.