Assistant Director of Operations

The Assistant Director of Operations (ADOO) is a key member of the Operations Leadership Team and reports directly to the Director of Operations (DOO). The ADOO partners with the DOO and Clinic Managers to promote operational excellence, standardization, accountability, and exceptional patient experiences throughout Special Health Resources (SHR).The ADOO serves as the organization's operational expert for all front office and patient access functions.

This position develops, implements, and evaluates standardized front desk workflows, onboarding, education, competency validation, and auditing processes while working collaboratively with Clinic Managers to improve registration accuracy, insurance verification, patient collections, customer service, scheduling efficiency, and regulatory compliance.

The ADOO identifies operational barriers, develops corrective action plans, monitors progress toward organizational goals, and serves as a resource to clinic leadership. The ADOO also represents the Director of Operations when delegated and provides operational leadership in the Director's absence.

ESSENTIAL RESPONSIBILITIES:

Operations Leadership Collaborate with the Director of Operations to promote consistent operational standards across all SHR clinics.

Support Clinic Managers in implementing operational initiatives and achieving organizational goals.

Represent the Director of Operations during meetings, projects, or operational issues as assigned.

Serve as operational backup for the Director of Operations during absences.

Travel to all clinic locations to provide operational leadership, education, coaching, and support.

Participate in operational meetings, leadership meetings, audits, and strategic initiatives.

Assist with implementation of new operational workflows, programs, and organizational initiatives.

Front Office Leadership Serve as the organizational leader for all front office operations.

Develop standardized front desk workflows and best practices across all clinic locations.

Ensure consistency in patient registration, scheduling, customer service, insurance verification, and financial workflows.

Collaborate with Clinic Managers to identify operational barriers and implement workflow improvements.

Evaluate front office processes to improve efficiency, patient satisfaction, and regulatory compliance.

Promote operational consistency while supporting clinic-specific needs.

Training, Education & Competency Develop and maintain standardized front office orientation programs.

Create training manuals, competency checklists, job aids, workflows, and educational materials.

Develop electronic learning modules and ongoing educational resources.

Coordinate onboarding and competency validation for all new front desk employees.

Conduct annual competency evaluations for front office staff.

Provide ongoing education based on audit findings, operational changes, regulatory updates, and identified performance opportunities.

Train Clinic Managers on front office expectations, accountability measures, and operational standards.

Serve as the operational resource for front office staff throughout the organization.

Auditing, Compliance & Quality Improvement Conduct routine operational audits at all clinic locations.

Audit patient registration accuracy.

Audit Sliding Fee Discount Program documentation and eligibility determinations.

Audit insurance verification processes.

Audit patient demographic accuracy.

Audit customer service standards and telephone etiquette.

Audit completion of required patient documentation.

Audit point-of-service collection processes.

Monitor compliance with HRSA, organizational policies, and operational standards.

Identify trends, recurring deficiencies, and opportunities for improvement.

Develop…