Director Market Operations

Overview:

The Director Market Operations is a strategic and operational leader responsible for overseeing the performance, growth, and compliance of a portfolio of 8-12+ ambulatory practices within a designated market. This role provides direct leadership and development to Practice/Clinic Managers, Administrators, and Team Leads and is accountable for the full operational, financial, and workforce performance of the assigned market.

 

The Director Market Operations drives operational excellence across eight core domains: coordination of care, facilities management, HR, IT/Telecom, finance, process improvement, compliance, and strategic planning and operational initiatives. This role ensures efficient clinic operations, optimal patient access, and high quality care while fostering a culture of engagement, professional development, and collaboration across clinic teams. This role is accountable for growth of the portfolio of practices and fully responsible for P&L management.

Responsibilities:

Coordination of Care

• Oversee and continuously improve care coordination across all locations, with accountability for quality outcomes, patient safety, and patient satisfaction.
• Manage patient access and capacity across portfolio, optimizing scheduling, capacity utilization, and patient flow to reduce wait times and maximize clinic throughput.
• Oversee MIPS participation and performance tracking across applicable clinicians, partnering with clinical and compliance teams to meet reporting requirements.
• Develop and maintain patient communications and education programs to support informed consent, care adherence, and a high-quality patient experience.
• Build and sustain strong referral relationships within the market to support patient acquisition, access, and continuity of care.
• Foster a positive, collaborative team environment that supports professional growth, accountability, and high-quality patient care.

 

Space Planning & Facilities

• Oversee room utilization and capacity planning across locations to ensure efficient use of physical resources and support patient volume growth.
• Manage physical assets across the market portfolio, including equipment inventories, maintenance schedules, and capital planning.
• Responsible for clinic expansion, renovation, and relocation projects within the market, partnering with Facilities, Real Estate, and operational leadership to ensure timely and on budget execution.
• Oversee patient flow design and workflow optimization within clinic physical environments, ensuring layouts support clinical efficiency, safety, and a positive patient experience.

 

Human Resources & Staff Leadership

• Primary duties are to provide direct supervision and leadership to an assigned team, with responsibility for managing the full employee lifecycle — including hiring, onboarding, performance management, professional development and, when necessary, separation of staff — in accordance with company policy and in partnership with Human Resources. May provide direct supervision to Managers, Supervisors, Team Leads, Leads, and/or individual contributors.
• Oversee staffing and workforce planning across the market portfolio, collaborating with HR to prioritize recruitment, manage onboarding pipelines, and address turnover, performance and/or conduct issues.
• Oversee customer service programs and standards across clinic teams, ensuring staff deliver a consistent, patient-centered experience at every touchpoint.
• Partner with HR to track and ensure currency of licensure and certification requirements across clinic staff and clinicians within the market, partnering and Compliance on scope of practice and credentialing on clinician renewal processes.
• Monitor and actively drive employee engagement and satisfaction, using survey data and direct feedback to identify and address team-level concerns. Foster a culture of appreciation and high performance aligned with organizational values.
• Design and deliver training and preceptorship programs to develop clinical and operational competencies, ensuring consistent adherence to evidence-based guidelines and clinical pathways.
• Partner with Medical Directors and HR on clinician leave, including impact to staffing and contractual compliance.

 

IT & Telecom

• Partner with IT on systems used for electronic health records (EHR/EMR) and practice management (PM) to ensure efficient operational workflows. Remediate issues in a timely manner to ensure data accuracy.
• Oversee telephone triage and ACD system performance across the market, partnering with IT and central scheduling to optimize patient access via phone.
• Contribute to business continuity planning for the market, ensuring clinic teams have documented procedures and training for technology or operational disruptions.
• Champion adoption of digital workflow tools across market clinics, providing change management support during system transitions or upgrades.

 

Financial Oversight & Performance Accountability

• Coordinate with clinic teams and clinicians to achieve operational KPIs, clinician performance goals, and market-level budget targets, with full accountability for the financial performance of the assigned portfolio. Identify variances, root causes, and corrective actions.
• Facilitate Monthly Performance Review (MPR) reporting and/or meetings, identify revenue and profitability gaps, implement targeted action plans, and provide regular status updates to ensure execution of key growth and performance improvement initiatives.
• Conduct regular clinic visits (weekly/bi-weekly) to assess performance, identify risks, support clinic leadership teams, train leaders/staff and ensure consistent patient and staff experience across market locations.
• Host/facilitate monthly practice meetings to review progress, share information, address process improvement opportunities, and launch strategic initiatives.
• Oversee key revenue cycle control points at the clinic level, including charge capture, point of-service collections, cost estimates, and insurance verification and authorization processes.
• Partner with Finance on annual budgeting and forecasting for the market portfolio, ensuring targets reflect operational realities and growth priorities.
• Identify opportunities to optimize staffing models, space utilization, and operational workflows to improve cost efficiency and profitability across market locations.
• Conduct ROI analyses to assess the feasibility and expected financial impact of proposed initiatives (i.e. local market marketing opportunities), ensuring investments align with organizational growth objectives and profitability targets.

 

Process Improvement

• Optimize clinic access, scheduling, and clinician capacity while collaborating with central services on demand drivers including referral management and patient acquisition initiatives.
• Establish and maintain a disciplined performance management framework across the market portfolio, tracking metrics and KPIs at the clinic and market levels, and producing regular operational reports.
• Develop and execute monitoring plans to assess the effectiveness of operational initiatives, identify trends, risks, and improvement opportunities on an ongoing basis.
• Apply process improvement methodologies to drive continuous operational improvement across clinic teams.
• Lead root cause analysis for operational challenges or patient safety events, implementing corrective actions, and monitoring for sustained improvement.

 

Compliance

• Manage regulatory compliance across all market locations, including federal, state, and local requirements; maintain strong internal controls and conduct regular operational audits ensuring all required compliance training is completed.
• Oversee HIPAA privacy and security compliance across the market, ensuring staff training, incident response protocols, and minimum-necessary access standards are maintained.
• Ensure CLIA compliance at all applicable locations, through regular auditing, staff training, and partnership with the medical and compliance teams.
• Partner with Revenue Cycle and Compliance teams on coding, documentation, or billing education.
• Oversee pathology management processes at applicable clinic locations, ensuring proper specimen handling, chain of custody, and reporting compliance.

 

Strategic Planning & Institutional Initiatives

• Collaborate with Marketing to design and implement programs to improve capacity utilization, support outreach initiatives, and drive growth across clinics.
• Partner with clinician recruitment team to identify market growth opportunities, including organic expansion, denovo development, and referral partnership opportunities.
• Represent the market on organizational committees and cross-functional working groups, contributing operational insight and advocating for market-level needs and priorities.
• Leverage practice pattern trends within the market, identifying opportunities to improve care consistency, lag times, and clinical outcomes.
• Lead or support community outreach initiatives within the market, building the organization’s presence and reputation with patients, referral partners, and community stakeholders.
• Support research integration efforts at applicable market clinic locations, ensuring operational readiness and staff preparedness for research program participation.
• Partner with the Integrations team to support seamless onboarding of newly acquired practices and clinicians within the market.

 

Clinician & Physician Relations

• Partner with physicians and clinical teams to execute programmatic priorities, strategic initiatives, and new service implementations across the market.
• Build and maintain strong, trust-based working relationships with clinic physicians and advanced practice clinicians, ensuring alignment on patient care standards, operational expectations, and market growth priorities.
• Serve as the primary operational point of contact for clinician concerns within the market portfolio, escalating issues to medical leadership as appropriate.
• Collaborate with Regional Medical Directors to drive initiatives that enhance quality of care, clinician satisfaction, and financial performance at the market level.

 

Perform other duties as assigned.

Qualifications:

Required Competencies and Skills

• Demonstrated ability to lead, develop, and hold accountable multi-site clinic teams, including management-level direct reports, in a fast-paced ambulatory healthcare environment.
• Broad operational expertise across the full clinic operations spectrum: care coordination, facilities, human resources, IT/telecom, finance, process improvement, compliance, and strategic planning.
• Financial acumen including experience with budgeting, variance analysis, revenue cycle oversight, and KPI-driven performance management for ambulatory operations.
• Working knowledge of healthcare regulatory requirements applicable to ambulatory and multi-specialty settings.
• Familiarity with MIPS reporting requirements and experience supporting clinician participation in value-based care or quality reporting programs.
• Experience with ACD/telephony systems, EHR/EMR platforms, practice management software, and scheduling tools; proficiency with data and analytics platforms to track and report on clinic performance.
• Proficiency in Microsoft Office Suite and Microsoft Teams; skilled in presenting financial data and operational performance to senior leadership and physician partners.
• Strong verbal and written communication skills with the ability to build relationships, influence decision-making and engage effectively across all organizational levels.
• Proven project management capability with the ability to manage multiple concurrent priorities with urgency and thoroughness in a dynamic environment.
• Sound judgment, professionalism, and composure in complex or high-pressure situations; strong commitment to confidentiality.
• Willingness and ability to travel regularly within the assigned market; up to 50% of working time.

 

Education & Experience

• Bachelor's degree in Business Administration, Healthcare Administration, Public Health, Nursing, or a related field required, with:
  • A minimum of seven (7) years of experience in healthcare management;
  • And at least three (3) of those years in a multi-site management role in an ambulatory clinic setting.
• OR Master's degree in Business Administration, Healthcare Administration, Public Health, or a related field strongly preferred, with:
  • A minimum of five (5) years of experience in healthcare management and
  • At least three (3) of those years in a multi-site management role in an ambulatory clinic setting.
• Experience in dermatology, plastic surgery, medical aesthetics, and/or medical spas preferred.
• Demonstrated experience with multi-site P&L or budget accountability, scheduling template optimization, and revenue cycle management across a clinic portfolio; experience leading P&L growth initiatives across multiple sites of service.
• Demonstrated experience managing clinical and administrative staff across multiple roles and functions.
• Experience with PE-backed, MSO-model, or high-growth multi-site ambulatory organization with oversight of a $10M+ portfolio preferred.
• Professional certification by the American College of Healthcare Executives (FACHE) and/or the American College of Medical Practice Executives (CMPE/FACMPE) preferred.

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