Senior Operations Manager - Primary Care, Concierge Medicine

Location and schedule: This is a full time, onsite role at our San Francisco office in the Laurel Heights area, working traditional business hours (e.g., 8am-4:30pm). 

Right now we are currently seeking an experienced people manager to join our team in San Francisco as a Senior Operations Manager. This pivotal role demands the highest levels of professionalism, discretion, and organizational acumen. Our Senior Operations Manager for this complex team should have strong and proven people management skills, excellent interpersonal skills, the ability to adapt to individual needs, and a focus on fostering an inclusive and high performing team. 

Who are we?

Private Medical has spent the last 20 years creating a new category of concierge  medicine — private medicine — by designing a system that honors the relationship between patients, physicians, and each member of the care team. Based in California, New York, and Florida, our physician-led teams work in concert with our Gynecologists, Naturopathic Medicine Doctors, curated local specialists, elite medical centers, and specialists around the world, to provide relationship focused, evidence-based, longitudinal care to our members and their families. Private Medical is, by design, privately held and free from any conflicts of interests.

Job overview:

The Senior Operations Manager will lead and inspire a high-performing team, fostering a culture of collaboration, accountability, and continuous improvement. They will drive operational excellence and clinical quality by continuously assessing and streamlining processes to enhance the member experience and support long-term business objectives.

This role requires a strategic thinker with a strong background in healthcare operations, business acumen, and a proven ability to solve complex issues. The ideal candidate will possess outstanding leadership, communication, problem-solving skills, and demonstrate a commitment to excellence in both patient care and staff development. This role will provide direct management to Patient Care Administrators (PCAs), Office Coordinators (OCs), and will collaborate with Site leadership to oversee Registered Nurses (RNs), and Medical Assistants (MAs). They will also act as a liaison between the Practice Operations Manager and the site team, ensuring strategic initiatives are implemented effectively.

What are we looking for?

• Bachelor’s degree in Healthcare Administration, Public Health, or a related field (MBA/MHA strongly preferred) 
• A minimum of 7 years of medical management experience managing large teams with a diverse set of experience levels 
• Proven track record of success in leading and achieving results in managing large teams, with a strong focus on staff development
• Diverse knowledge of EHR systems, advanced computer literacy (primarily with Apple products) and healthcare technology platforms
• Exceptional time management, communication, interpersonal, and problem-solving skills
• Proven ability to work in a fast-paced, cross-functional environment with multiple stakeholders
• Willingness to travel occasionally to various office locations.

What will you be doing in this role?

Human Resources and Staff Management

• Provide direct supervision and performance management for all site staff.
• Oversee all aspects of employee relations, encompassing conflict resolution and the implementation of performance improvement strategies
• Ensure compliance with HR policies and procedures, including timekeeping, PTO, and attendance.
• Lead training initiatives

Site Operations Leadership

• Oversee daily site operations, ensuring high quality service delivery and operational efficiency.
• Set and maintain exceptional patient experience standards, promoting a culture of collaboration and professionalism.
• Identify operational bottlenecks and implement solutions to improve efficiency. 

Compliance and Risk Management 

• Ensure compliance with all applicable healthcare regulations, including HIPAA, OSHA, and state/federal guidelines.
• Coordinate compliance needs with the Operations Team.
• Manage risk mitigation strategies and ensure appropriate documentation.

Patient Experience and Service Delivery

• Champion a patient-centric culture, ensuring exceptional service and satisfaction.
• Monitor and analyze patient feedback, implementing strategies to improve service quality.
• Oversee patient scheduling, registration, and flow processes.

Financial and Technology Oversight

• Manage site budgets, and Employee Commuter Benefits program at the site level.
• Oversee the implementation and maintenance of electronic health records (EHR) and other relevant technologies.
• Collaborate with IT to troubleshoot technical issues and ensure data security.  
• Ensure staff proficiency in using relevant technology and systems.
• Work to improve technological workflows.

Site Real Estate 

• Collaborate with the Director of Real Estate to manage site real estate needs, including any necessary changes or adjustments.
• Ensure the office maintains a flawless presentation.
• Coordinate construction and build out needs.

Business Development and Strategic Collaboration

• Collaborate with the Business Development Team to identify growth opportunities.
• Coordinate networking and meet-and-greets with local specialists and facilities.
• Oversee patient engagement program initiatives, coordinate team-building activities, community outreach and corporate events.

What else are we looking for?

• Strong emotional intelligence: This manager should possess the ability to understand and navigate the diverse needs within the team, fostering an environment of empathy and mutual respect.
• Excellent communication skills: Clear, concise, and transparent communication is essential for aligning the team, managing expectations, and providing constructive feedback.
• Coaching and mentoring: A manager who can guide team members' growth through personalized coaching and mentoring will enable employees to reach their full potential and contribute more effectively to the team.
• Conflict resolution: The manager must effectively address and manage conflicts within the team, maintaining a fair and balanced approach while fostering open dialogue.
• Adaptability and flexibility: With diverse personalities comes a variety of work styles and preferences. The manager should be adaptable in their approach, catering to the unique needs and strengths of each team member.
• Strategic thinking and decision-making: The manager should possess strong strategic skills to guide the team in making informed decisions and achieving the team's goals.
• Embracing diversity and inclusion: A manager who values diversity and fosters an inclusive environment will encourage a stronger sense of belonging and collaboration within the team.

Whats in it for you?

• A competitive starting salary commensurate with years & type of experience and skills
• 401(k) with a match (up to 3% of salary)
• Robust health benefits
• 3 weeks of paid time off plus 10 paid holidays off & 1 floating holiday

At Private Medical, we know that a great experience for patients, physicians, and the entire team transpires when people from different geographies, religions, ethnicities, political affiliations, genders, abilities, and creeds engage in collaboration. It is vital that we remain curious and compassionate towards ourselves and others, that we celebrate the new perspectives diversity invites us to see, and that we learn and adapt to the influence of our community to foster a safe and collaborative space.

Salary : $169,000