Regional Director, Care Center Operations

Regional Director of Operations - Western Washington

Regional Director of Operations has accountability of the operational and administrative functions core to the success and growth of a region. This includes owning both the client relationship and the financial and team member success in the care centers. The Regional Director of Operations will work in conjunction with the Regional Lead Provider to assure clinic and client outcomes and success metrics are achieved, including contract performance guarantees, patient and client satisfaction and clinical quality measures. The Regional Director of Operations is the accountable person to assure their clients and Practice managers are well supported. They are responsible for ensuring their care teams receive the resources and training essential to patient care and champion quality improvement and collaboration in our team-based clinical model.

Position Qualifications/Essential Functions:

• Accountability for assuring the mission, vision, values of Vera Whole Health using the coach approach in accordance with personnel policies.

• Facilitates and owns communication of mission, vision, projects, and direction of Vera Whole Health and serves as the glue that connects the field team members and the support office.

• Accountable for the overall regional performance; both bottom and top line items and client, patient, and team member engagement.

• Drives regional opening and onboarding of new care centers. Supports the conversion/expansion of existing centers and clients.

• Establishes strong partnership with clients, serving as a trusted advisor and a valuable partner in optimizing the overall clinic experience. Provides strategic direction to the client on new services, projects and recommendations to achieve desired outcomes and joint business objectives. Facilitates best practice sharing within the markets and regions. Develops and implements innovative solutions to complex clinical and business challenges.

• Promotes strong operational procedures and plans while communicating the “why” of business decisions with a positive message.

• Champions change, embraces new business models and innovative approaches to delivery of high quality clinical services. Creates a positive, professional environment that fosters strong team member engagement and support.

• Meets regularly with each client and brings the client perspective to all Vera teams and decisions. Ensures we have wide, high and deep relationships within client organizations and manages all client stakeholders (ie. consultants, TPAs, etc.). Leads Joint Operations Committees with payer clients in the region to optimize success of the partnership and care centers.

• Marshals internal resources cross-departmentally to respond quickly to client requests and care center needs. Responds promptly to all client communications, including calls and emails.

• Lead the practice managers in a defined area, and assure appropriate development, training, and understanding and adherence to policies, procedures, and processes are followed in the clinics and with the employees in the clinics they support.

• Mentors and serves as a coach to practice managers and lead providers on performance expectations.

• Accountability of budget development and adherence for the region of clinics they support including inventory management, scheduling, payroll, patient flow etc.

• Develop, manage, and meet quarterly and annual operating objectives and budget to support overall client, clinic, and patient service objectives.

• Accountability for regulatory compliance, patient and team member safety, adherence to policy and procedures and compliance with state, local, and national standards and guidelines.

• Manage and lead projects as assigned to support departmental and organizational strategic initiatives.

• Develop and manage new clinic services and programs along with clinical leadership and other departmental teams. Implement these services and assure process improvement and adherence to policies is maintained.

• Accountable for patient experience in the company including the assessment and enhancement of workflow, resolution of patient complaints, and ensuring team member engagement to improve the overall clinic experience.

• The Regional Director of Operations will perform the role of the practice manager in the absence of a practice manager.