Position SummaryThe Site Lead serves as the on-site operational leader for a pain clinic, lab, and/or surgical center, ensuring smooth daily execution of all front- and back-office functions. This position is responsible for coordinating patient flow, managing staff communication, and upholding practice standards for clinical efficiency, patient experience, and regulatory compliance. The Site Lead functions as the bridge between the local practice and corporate support teams, ensuring alignment with operational playbook and performance goals.
Key ResponsibilitiesOperational Leadership• Coordinate daily workflow, patient flow, and staff communication to ensure efficient and organized clinic operations.• Serve as the first point of contact for day-of staff questions, troubleshooting, and issue resolution.• Maintain clinic readiness each day, ensuring compliance with safety, cleanliness, brand, and regulatory standards.• Partner with the Regional Business Manager and corporate operations to execute daily, weekly, and monthly operational goals.
Patient & Staff Experience• Ensure a positive, brand-consistent experience for every patient interaction within the clinic.• Drive patient satisfaction through proactive communication, reduced wait times, and service recovery when needed.• Foster a supportive and collaborative work environment that reflects Resolve’s culture and values.• Address staff concerns promptly and escalate issues appropriately when necessary.
Team Management & Development• Partner with Patient Experience and Scheduling team to assist with hiring, evaluating and supporting the training of front-office and support staff within the Resolve Talent Management framework.• Conduct regular team huddles to review goals, patient volume, and operational updates.• Support employee engagement and retention through clear expectations, recognition, and accountability.
Administrative & Financial Oversight• Track and help drive efficient daily clinic operations and communicate opportunities and challenges with RBM and Patient Experience and Scheduling Team.• Manage supply ordering and ensure cost-effective inventory control.• Review and submit employee timecards accurately and on schedule.• Serve as the on-site liaison between the clinic and corporate teams (People & Culture, IT, Revenue Cycle, Compliance, Facilities, etc.).
Qualifications- 3+ years of multi-site healthcare operations leadership experience, preferably in outpatient or specialty care settings
- Strong financial acumen with experience managing P&Ls and operational KPIs
- Demonstrated success leading and developing high-performing teams
- Working knowledge of healthcare regulatory requirements and compliance standards
- Excellent interpersonal, communication, and problem-solving skills
- Proficient in EHR systems and Microsoft Office Suite
Key Performance Indicators (KPIs)- Revenue performance and net collection rate
- Patient throughput and in-clinic wait times
- Staff turnover and engagement
- Patient satisfaction
- Budget adherence and cost per encounter
- Operational compliance audit scores
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