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The Associate Operations Director (AOD) leads Senior Focused Primary Care clinical operations in a multi-physician office or clinical group typically overseeing 5-10 centers within a market. They ensure the smooth operation and performance of centers within their assigned accountability, handling a range of administrative, operational, growth, and leadership tasks. This role requires a strategic mindset, financial acumen, relationship building proficiencies, strong organizational skills, communication competencies, and a passion for patient care. The AOD develops and implements staffing plans, oversees change, ensures adherence to policies, and procedures, and collaborates with their clinical dyad partner to achieve optimal patient outcomes and company initiatives, including Quality, HEDIS/STARs, AHCA, optimal patient scheduling, financial management, patient engagement, recruiting/hiring, and employee and patient retention. Responsibilities include resolving complex technical and operational issues and overseeing multiple managers/supervisors or specialized professionals. Specific duties may vary by market or center, as determined by local leadership.

KEY RESPONSIBILITIES
•Leadership & Operational/Organizational Management:
•Proven experience in clinical operations and financial management, including P&L responsibilities.
•Proficiency in monitoring and analyzing key performance indicators (KPIs) such as Membership, Retention, Patient Engagement, Access, Scheduling, Referral turnaround time, phone abandonment rates, PCP/voluntary alignment change forms, and more.
•Monitor and manage data analytics, scorecards, cost & utilizations, HCC coding, and NPS Scores, focusing on patient satisfaction and performance improvement.
•Supervision and management of operational staff and guiding them on performance expectations, managing daily schedules, and supporting organizational change management.
•Engage in recruitment, development of internal leaders, and fostering continuous learning and improvement.
•Ensure team of healthcare professionals are trained in the principles and practices of Value Based Care (VBC).
•Responsible for contributing to leadership and financial discussions during monthly meetings with Market CAs and Regional AMD, utilizing exceptional presentation and facilitation skills to simplify complex information and engage audiences.
•Demonstrates strong financial acumen and managing Profit & Loss (P&L) to connect strategy with business results
•Collaborates with Community Engagement Professionals and Providers to develop and execute growth tactics within the center and community. Prioritizes centers for targeted growth investments.
•Evaluates performance of all operational staff directly reporting.
•Ensures accuracy of all supply ordering, invoices, and expense submissions as well as management of VSP resources.
•Ensure all standard operating procedures are adhered to within the center and all compliance required signage is visible in patient-facing areas and back-office to include breakrooms.
•Ensure growth targets and financial levers are understood and being met
•Understand and support center incident reporting and maintenance/facility needs
•Represent CenterWell/Conviva brands in community and media activities while collaborating with the recruitment team to build and network a pipeline of high-quality primary care clinicians (physicians, APPs, MAs, and other clinical professionals)

Clinical/Patient Experience:
•Experienced in managing outpatient care teams to maintain high patient satisfaction and strong brand in the community.
•Ensures centers are focused on obtaining and managing Google reviews.
•Ensure high levels of patient satisfaction by addressing clinician performance issues and fostering a patient-centric environment and culture of care.
•Focus on patient outcomes and integrate VBC principles into daily operations.
•Collaborate with providers on patient terminations in collaboration with compliance.
•Conduct monthly safety audits, manage MSDS and OSHA concerns, and address clinic operation opportunities.
•Ensures Center Administrators are addressing patient service recovering as needed and any clinician concerns are discussed with AMD to define any action.
•Collaborate with providers on patient terminations in compliance with regulations
•Maintains awareness of the competitive health care environment and escalates any issues.
•Ensures centers are completing monthly audits of payor directories to ensure providers within the center are accurately represented. Escalate necessary changes to Market President.

Dyad Partnership:
•Collaborate with the Associate Medical Director to achieve shared goals, ensuring consistent communication an