Site Operations Manager - Primary Care, Concierge Medicine

Reports To: The Site Operations Manager will report to the VP of Operations

Job Overview:

As the Site Operations Manager at Private Medical, you will be the driving force behind the overall success of your designated site. You will be responsible for the seamless day-to-day operations, ensuring the delivery of exceptional care to our valued members and fostering a positive and productive work environment for your team. This role requires a proactive and results-oriented individual with strong leadership, organizational, and problem-solving skills. You will directly manage the Patient Care Administrators (PCAs) and work collaboratively with the Lead Physician and Regional Nurse Manager to uphold our clinical mission and service standards.

Key Responsibilities and Duties:

Operational Excellence: Oversee all aspects of daily site operations, ensuring efficient workflows and optimal resource utilization to support clinical activities and member needs.

Staff Management & Leadership: Provide direct supervision and performance management for Patient Care Administrators (PCAs), including the full employee lifecycle: recruitment, onboarding, training, performance reviews, and off-boarding.

Scheduling & Coverage: Develop and manage staff schedules, PTO requests, and coverage plans to ensure adequate staffing levels and uninterrupted service delivery.

Clinical Mission Support: Work closely with the Lead Physician and Regional Nurse Manager as clinical advisors to ensure operational processes align with clinical protocols and facilitate the delivery of high-quality patient care.

Member Experience, Panel Management & Retention: Champion a member-centric approach, ensuring the delivery of exceptional service standards. Proactively address member concerns, manage service recovery efforts, and contribute to member retention strategies.

Performance Monitoring & Improvement: Identify site inefficiencies, underperformance, and potential challenges. Escalate these issues to central leadership with proposed solutions and resource needs to drive continuous improvement and site success.

Clinical Collaboration: Maintain a strong and collaborative working relationship with the Lead Physician and Regional Nurse Manager, leveraging their clinical expertise for informed decision-making regarding site operations.

Positive Office Culture: Cultivate a positive, collaborative, and supportive work environment. Act as the first point of contact for staff concerns and facilitate conflict resolution effectively.

Compliance & Safety: Ensure the site adheres to all safety, OSHA, and HIPAA regulations and internal policies. Oversee the implementation and maintenance of compliance protocols.

Staffing Strategy and Efficiency: Partner with leadership to analyze staffing needs, develop efficient and cost-effective staffing models, and implement strategies to ensure appropriate coverage across all clinical sites.

Budget Management: Manage the site's operating budget, including expenses related to moonlighting, meals, supplies, vendor payments, and employee appreciation initiatives, ensuring responsible resource allocation.

Quality Improvement Initiatives: Lead and participate in quality improvement initiatives, utilizing data to identify trends, implement evidence-based practices, and measure outcomes.

Real Estate and Technology: Maintain the office space, technology, and peripherals in excellent working order and appearance. Collaborate with the Real Estate and Information Technology departments to ensure consistently high standards.

Organizational Contribution: Actively participate in assigned committees, projects and tasks to support site and organizational needs. 

Qualifications:

5 + years of progressive experience in healthcare operations management, preferably in a concierge or private practice setting.

Bachelor's degree in healthcare administration, business administration, or a related field preferred.

Proven experience in leading and managing teams, including direct performance management responsibilities.

Strong understanding of healthcare operations, patient service standards, and regulatory compliance (OSHA, HIPAA).

Excellent organizational, problem-solving, and decision-making skills.

Exceptional communication, interpersonal, and conflict resolution abilities.

Demonstrated ability to identify inefficiencies, implement improvements, and drive positive change.

Experience managing budgets and controlling operational costs.

Advanced proficiency with Apple products and electronic health records (EHRs)

Skills and Attributes:

Member‑centric, hospitality‑forward orientation; sets and reinforces clear behavioral standards.

Data‑informed operator with a continuous improvement mindset; able to iterate systems and structures for reliability and flexibility.

Collaborative leader who elevates clinical partners; decisive, fair, and transparent in performance management.

Strong leadership presence with the ability to motivate and inspire a team.

Proactive and results-oriented with a focus on achieving operational goals.

Excellent communication and interpersonal skills with the ability to build strong relationships.

Ability to work independently and collaboratively within a team environment.

High level of professionalism, integrity, and discretion.

Adaptable and resilient in a fast-paced environment.