Director of Operations

Position Summary

The Director of Operations provides day-to-day operational leadership for Modena Allergy & Asthma’s Los Angeles-area clinics and additional clinic locations or markets as assigned based on organizational needs. Working closely with the CEO, this leader also helps shape and implement enterprise-wide operational standards, centralized services, performance measures, and systems that support a consistent patient and employee experience across Modena.

The Director partners closely with the Director of Operations – San Diego and other functional leaders to strengthen clinic performance, support new locations and acquired practices, and scale operational best practices. This is a full-time, exempt position, generally scheduled Monday through Friday (40 hours per week).

Position Details

• Reports to: Dr. Brian Modena, CEO
• Direct reports: Practice Managers for Los Angeles-area clinics and other assigned locations; matrix/dotted-line collaboration with centralized operations functions, including virtual administrative support, patient access, referrals, prior authorization, and laboratory operations
• Key partners: Director of Operations – San Diego; Director of Nursing; Director of Billing; Director of HR; IT and data privacy leadership; Regional Medical Directors
• Location & travel: Based in the Greater Los Angeles area in a hybrid capacity, working closely with the CEO. Regular travel to Los Angeles-area clinics and periodic travel to other Modena locations or new markets, as business needs require

Scope of Responsibility

• Assigned clinic operations: Lead operations for the Los Angeles-area portfolio, including Long Beach, Torrance, San Gabriel Valley, and Hacienda Heights, plus additional clinics or markets as designated by leadership. Geographic assignments may change as the organization grows and responsibilities are allocated between the Directors of Operations
• Enterprise-wide operational leadership: Develop, coordinate, and implement common operational standards, policies, SOPs, centralized service models, performance frameworks, and integration processes in partnership with the Director of Operations – San Diego and relevant functional leaders

Key Responsibilities

Regional Operations Leadership

• Practice Manager leadership: Coach and develop assigned Practice Managers; establish performance goals, conduct evaluations, and build leadership succession capacity
• Clinic performance: Monitor patient volume, provider productivity, new-patient conversion, no-show rates, access and wait times, and staff retention; lead improvement plans where performance falls below expectations
• Workforce planning: Align staffing with provider schedules and operational benchmarks; partner with HR and recruiting on front-office, clinical, and laboratory hiring; support appropriate cross-training
• Provider onboarding: Coordinate operational onboarding for physicians and advanced practice providers, including clinic placement, schedule development, EHR training, and credentialing readiness
• Financial and market performance: Partner on budgets, supply and vendor spending, facilities, patient volume growth, and referral relationships in assigned markets
• Clinic openings: Support and lead assigned new-clinic openings, from staffing and operational readiness through launch and stabilization

Enterprise Operational Excellence & Standardization

• Process improvement: Use Lean Six Sigma or comparable methods to assess and standardize workflows, including appointment types, scheduling templates, check-in/check-out, prior authorizations, allergen immunotherapy (AIT) renewals, and daily schedule review
• SOPs and policies: Lead development and maintenance of operational SOPs, policies, forms, and patient-facing materials; partner with nursing and medical leadership on clinical protocols
• Execution and accountability: Coordinate Modena’s 4 Disciplines of Execution (4DX) / Wildly Important Goals cadence, including lead and lag measures, Practice Manager accountability meetings, and executive reporting across applicable markets
• Metrics and reporting: Maintain operational KPIs, scorecards, and dashboards; support external quality reporting, including payer and health-system scorecards
• Centralized services: Clarify responsibilities of centralized versus on-site teams; help develop consistent processes for virtual support, patient access, referrals, prior authorizations, and AIT scheduling

Growth, Integration & Systems

• Acquisition integration: Lead or coordinate assigned practice integrations using Modena’s integration playbook, with a target of full operational integration within 120 days; oversee workflow transitions, staff onboarding, EHR migrations, legacy-system wind-downs, and coordination with billing and credentialing
• EHR and operational systems: Provide operational leadership for ModMed and related patient communication, virtual staffing, and procurement systems; guide standard configurations, migrations, and vendor transitions
• IT partnership: Collaborate with IT and privacy leaders on infrastructure changes, telephone and call-center operations, and security of patient-facing processes
• Ancillary services: Support development and expansion of ancillary services, including in-house laboratory operations, as directed
• Vendor management: Oversee operational vendor relationships and contracts, including service performance, renewals, terminations, and issue resolution

Patient Experience & Compliance

• Service excellence: Establish and reinforce a hospitality-inspired approach emphasizing empathy, personalization, and proactive service across patient touchpoints
• Service recovery: Oversee consistent patient complaint, grievance, and service-recovery processes, including intake, escalation, resolution, and trend monitoring
• Operational compliance: Support adherence to HIPAA, OSHA, applicable wage-and-hour requirements, and payer rules; partner with Billing, HR, and legal counsel on compliance and risk matters

Leadership Development & Partnership

• Talent development: Develop Practice Manager onboarding, training, and cross-training initiatives that support internal growth and consistent leadership practices
• Director partnership: Collaborate as a peer with the Director of Operations – San Diego to align standards, share best practices, coordinate manager forums, and adapt geographic responsibilities as Modena grows
• Executive partnership: Advise the CEO on operational strategy, growth readiness, organizational design, and scalable processes
• Perform other duties as assigned.

Skills & Qualifications

Education

• Bachelor’s degree in Healthcare Administration, Business, or a related field required; master’s degree (MHA, MBA, or MPH) preferred.

Experience

• 7–10+ years of multi-site ambulatory or specialty-care operations experience, including at least 3 years leading managers across multiple locations.
• Experience integrating acquired practices and/or launching new clinics.
• Experience leading EHR/practice-management implementations or migrations; ModMed experience preferred.
• Allergy and immunology experience strongly preferred.

Skills & Abilities

• Lean Six Sigma Green Belt or higher, or equivalent demonstrated process-improvement expertise.
• Knowledge of revenue cycle, prior authorizations, referral management, and commercial, HMO/IPA, Medicare, and Medi-Cal payer requirements.
• Strong analytical skills, including operational KPIs, scorecards, dashboards, and Excel-based reporting.
• Familiarity with HIPAA, OSHA, California wage-and-hour requirements, and other relevant healthcare and employment regulations.
• Excellent communication, change-management, and relationship-building skills with physicians, operational leaders, and executives.
• Patient-first, service-oriented leadership style and commitment to developing people and promoting from within.