Director – Clinic Performance & Operations

Overview

Our purpose is Better Health. Specializing in primary care for patients 65+ is our passion.

What’s Your Why?

• Are you looking for a career opportunity that will help you grow personally and professionally? 

• Do you have a passion for helping others achieve Better Health? 

• Are you ready to join a growing team that shares your mission?

Why Join Our Team: At VIPcare, we value you. We see you. Team Members at VIPcare are living their why and building their careers with a reliable team that shares their mission of providing 5-star service that always puts patient care and outcomes first. At VIPcare, it’s the little things we do each and every day that set us apart from other primary care practices. Our patients are family, and we want to keep our family healthy. Be part of a team that is transforming healthcare one patient at a time. We take great care of our team so they can take great care of our patients and achieve: Better Care. Better Outcomes. Better Health.

Responsibilities

The Opportunity:

The Director, Strategic Initiatives will serve as a key partner to the VP, Clinic Operations, acting as both a strategic advisor and operational leader. This role is responsible for driving high-impact initiatives that strengthen provider performance, improve quality, and enhance patient outcomes, while ensuring seamless execution of strategic priorities. The Director will oversee operational excellence efforts, including vendor management, EMR optimization, billing and compliance workflows, and in-office clinical offerings. By leading cross-functional collaboration, leveraging data-driven insights, and guiding change management, this role ensures alignment across departments, timely resolution of operational challenges, and the continuous improvement of clinical and operational performance.

Key Responsibilities:

Strategic Execution & Project Leadership

• Leads and manages high-impact initiatives from planning and implementation through to measurement of outcomes.
• Serves as a trusted partner to the VP Clinic Operations, translating strategic priorities into actionable workstreams and ensuring accountability.
• Designs scalable solutions that enhance provider performance, improve quality, and strengthen patient outcomes.

Operational Excellence & Process Improvement

• Acts as point of contact for escalation and resolution of operational issues with vendors and Shared Services partners (e.g., eCW, billing, scheduling, helpline, patient portal, referrals, Anion, AGS, TigerConnect).
• Works closely with the eCW team to convey operational issues, implement additional functionality, and solves for process improvement workflows.
• Oversees clinical support programs and offerings, including:
• Sunoh AI, referrals, patient portal improvements, Healow visit monitoring, and patient education tools.
• In-office services such as spirometry, Holter monitors, ultrasound, flu shots, and eyepods vendors, ensuring ordering workflows, documentation, billing, and reporting are accurate and compliant.
• Template creation, billing adherence, and overlap between eCW and billing teams to ensure real-time eligibility, copay collection, and accurate claims.
• Develops, refines, and trains on workflows related to EMR optimization, billing processes, and compliance adherence.
• Monitors compliance with clinical standards and annual documentation updates (e.g., patient permissions), facilitating and closing gaps through reporting and follow-up.
• Coordinates vendor management and workflow design for in-office services, ensuring integration with clinical teams and adherence to operational standards.
• Owns Helpline coordination, leading process improvements for new patient scheduling, templated scheduling, and timely follow-up to improve patient experience.
• Supports ACO-related compliance and outreach programs, including SDOH surveys, AWV scheduling, TCM follow-up, and voluntary alignment monitoring.

Cross-Functional Collaboration & Executive Support

• Liaises across business units, clinical leadership, and support functions to ensure alignment on strategic priorities.
• Supports the VP Clinic Operations in preparing for key meetings by developing materials, presentations, and tracking follow-ups.
• Facilitates overlap between Shared Services teams (e.g., eCW, billing, scheduling) to streamline workflows and drive operational improvements.
• Coordinates vendor and partner engagement, ensuring escalation pathways and action plans are resolved end-to-end.

Data-Driven Insights & Reporting

• Leverages internal reporting to monitor billing performance, compliance adherence, patient experience metrics, and provider operational resources.
• Creates dashboards and executive-level reporting on initiative outcomes, clinical standards compliance, and in-office utilization trends.
• Tracks adoption of best practices, surfacing risks and recommending mitigation strategies.

Change Management & Communication

• Designs and executes communication and change management plans to support adoption of new workflows, technologies, and shared service initiatives.
• Leads teams through transitions by clearly articulating the vision, expected outcomes, and timelines.
• Promotes a culture of collaboration, accountability, and continuous improvement across operational and clinical functions.

Position Requirements/ Skills:

• Bachelor’s degree in Healthcare Administration, Business, Public Health, or related field; Master’s degree preferred.
• 8+ years of experience in healthcare operations, strategy, consulting, or project management.
• Healthcare experience is required; experience in value-based care, Medicare Advantage, or clinic operations is a plus.
• Proficient with Google Suite (Drive, Docs, Sheets, Slides) for real-time collaboration.
• Proven ability to lead complex, cross-functional projects from strategy through execution.
• Strong analytical thinking and critical problem-solving skills, with a focus on driving measurable results.
• Exceptional communication, presentation, and interpersonal skills, with the ability to engage effectively across all levels of the organization, including senior leadership and providers.
• Highly organized and detail-oriented, with excellent time management and the ability to manage multiple priorities in a dynamic, high-growth environment.
• Adept at navigating ambiguity, working independently, and adapting to evolving business needs.
• Appreciation of cultural diversity and sensitivity toward target patient populations.
• Demonstrated ability to handle data with confidentiality.

Physical Requirements:

• Ability to sit, stand, walk, bend, kneel, push, and reach as needed in both office and healthcare settings.
• Must be able to sit or stand for extended periods, including during meetings and computer-based work.
• Frequent use of hands and wrists for typing, computer work, and document review.
• Prolonged use of a computer and telephone for communication and task execution.

Key Attributes/ Skills:

• Has a contagious and positive work ethic, inspires others, and models the behaviors of core values and guiding principles.
• An effective team player who contributes valuable ideas and feedback and can be counted on to meet commitments.
• Is able to work within the Better Health environment by facing tasks and challenges with energy and passion.
• Pursues activities with focus and drive, defines work in terms of success, and can be counted on to complete goals.

Compensation & Benefits:

• We offer competitive compensation and comprehensive benefits package:
• Competitive base salary with bonus potential upon placement/retention
• Medical, dental, vision, disability and life
• 401k, with employer match
• Paid time off
• Paid holidays