Senior Director of Operations

The Senior Director of Integrated Health Operations reports directly to the Regional Director of Outpatient Services and plays a key role in advancing the integration of behavioral health and physical health service delivery. This position ensures coordinated behavioral health, medical and psychiatric workflows, provider capacity optimization, and all member service processes that support timely access and a seamless continuum of care.

The Senior Director does not supervise or manage clinical staff but instead works collaboratively with medical and behavioral health leadership, front desk staff, member services and administrative departments. The Senior Director collaborates to develop, enhance and improve systems, remove barriers, and enhance quality performance. The role also contributes to the development of training, tools, and support practices for ancillary medical staff to enable consistent, efficient, and compliant care processes.

• Partner with the VP of Clinical Integration, VP’s of Clinical Operations, Medical Directors, Chief Medical Officer and other designated staff to strengthen operational alignment between behavioral health and medical health service lines.
• Identify gaps in the continuum and develop solutions that improve communication, information sharing, efficiency, and care transitions.
• Coordinate cross-functional planning between medical leadership, nursing, member services, billing, and compliance functions.

• Maps, assess, enhance and document workflows related to referrals, intake, provider scheduling, medication management, follow-up visits, and panel management.
• Formalize and maintain standardized workflows through policy and protocol for training and compliance.
• Monitor workflows developing key indicators to assess effectiveness.
• Standardize procedures across sites and modalities (in-person, telehealth) to reduce variability and improve access.
• Collaborate with medical leadership to ensure workflows support clinical standards while remaining operationally efficient.

• Analyze provider panel volume, appointment templates, and demand trends to recommend capacity and scheduling strategies.
• Work with Medical Team in forecasting for provider staffing models without direct supervisory authority.
• Recommend strategies to reduce wait times, high cancellation rates, and other challenges.

• Supervises Member Services Department
• Collaborate and support central office department and program staff performing this function to ensure member-friendly processes and navigation.
• Develop performance metrics related to access, engagement, and member experience.

• Assist medical, nursing, and administrative leadership in developing training curricula for ancillary support roles such as:
• Medical assistants
• Front office staff
• Member services
• Scheduling
• Telehealth/virtual care support personnel
• Promote consistent practices across all clinical locations and line of service.
• May support Medical Staff with audit and corrective action activities.

• Support EHR and documentation optimization efforts that improve clinical workflows and integration between behavioral and physical health providers.
• Work with Analytics and Reporting Department to enhance scheduling tools, templates, care coordination functionality, and communication workflows.
• Help define data and reporting needs for operational and clinical integration metrics.

• Work collaboratively with:
• Chief Medical Officer / Medical Directors
• Nursing leadership
• Compliance
• Revenue Cycle
• IT/EHR…