The Chief Operating Officer (COO) is a member of the Executive Leadership Team and is responsible for leading and optimizing the operational functions of the Federally Qualified Health Center (FQHC). In collaboration with executive leaders, the COO ensures operational excellence, efficient service delivery, regulatory compliance, and alignment with the organization's strategic goals. The COO provides executive oversight of Clinic Operations, Pharmacy Services, Behavioral Health and Support Services, Front Office Operations, and Facilities Management. This role drives operational performance, enhances patient access and experience, supports organizational growth, and fosters a culture of accountability, collaboration, and continuous improvement in support of the Center's mission and the communities it serves.
Under the direction of the Chief Executive Officer (CEO), the Chief Operating Officer (COO) is responsible for the overall day-to-day operations of all Lunera Health facilities, including overseeing all non-provider patient-facing staff members including remote call center staff. The COO also serves as the Compliance Officer for the organization. As a critical member of the Lunera Health leadership team, the COO works closely with the Chief Clinical Officer (CCO) to implement the strategic goals of the organization and ensure the effective delivery of services and secure resources so that the Clinic runs smoothly, efficiently, and is financially sustainable to enhance and support Lunera’s mission.
Requirements
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Bachelor's degree in Healthcare Administration, Public Health, Business Administration, or a related field. Masters degree in public health, health administration or business administration with healthcare focus is preferred. Licensed as a registered nurse with leadership experience is preferred.
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Minimum of five (5) years of progressive healthcare leadership experience, including multi-department operational oversight.
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Experience in a Federally Qualified Health Center (FQHC) or community health center setting preferred.
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Demonstrated experience leading organizational change, performance improvement initiatives, and cross-functional teams.
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Excellent healthcare business acumen and leadership skills.
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High level of integrity and dependability with a strong sense of urgency and results orientation.
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Excellent process improvement skills and ability to understand clinic functions and department interactions.
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Deep knowledge and experience in information privacy laws, access, release of information, and release of control technologies.
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Ability to develop long-term plans and programs based on knowledge of organizational and operational goals.
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Ability to establish and maintain effective relationships with internal and external stakeholders.
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Excellent communication skills both written and verbal.
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Excellent computer skills.
Responsibilities
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Provides executive oversight and leadership for assigned operational departments and service lines.
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Directs the daily operational activities of the health center to ensure efficiency, effectiveness, and alignment with organizational goals.
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Develops, implements, and monitors operational strategies that improve patient access, service delivery, patient satisfaction, and organizational performance.
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Establishes operational goals, key performance indicators (KPIs), and accountability measures to support strategic objectives.
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Monitors operational performance and partners with department leaders to implement corrective action plans as necessary to address operational and service-related issues.
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Leads initiatives to improve workflow efficiency, patient experience, care coordination, and operational effectiveness.
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Participates in the development and execution of the Center's strategic plan and organizational priorities.
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Identifies opportunities for growth, operational innovation, and service expansion that support organizational goals and community needs.
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Collaborates with executive leadership to develop and implement short- and long-term operational plans that support sustainability and organizational success.
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Promotes a culture of continuous improvement, innovation, accountability, and operational excellence.
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Provides leadership, guidance, and professional development to operational leaders, fostering accountability and high performance.
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Partners with the Chief Clinical Officer to develop and maintain a provider productivity program to improve provider and clinical staff efficiency and productivity. Hold periodic collaborative and individual staff meetings to review performance.
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Models organizational values and promotes a culture focused on service excellence, health equity, and patient-centered care.
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Partners with Human Resources and organizational leaders to support employee engagement, retention, succession planning, and workforce development initiatives.
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Continuously reviews all factors affecting patient care, the cost of administration and the operations of the Clinic. Takes necessary corrective action within scope of duties/leadership to keep costs commensurate with the Clinic’s objectives, or recommend appropriate action to the Chief Executive Officer.
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Performs personnel management with support and guidance from the Human Resources Department. Including managing performance expectations of staff through continuous appraisal of team performance, both individual direct report members and the team as a whole, assessing competencies and provide hiring, coaching/corrective action, including firing, in alignment with HR Best Practices and applicable HR Policies and Procedures under the direction of the Chief Executive Officer and guidance of the Chief Human Resources Officer.
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Oversees appropriate staff education, training, and monitoring of staff, to keep them aware of changes in protocols and practices.
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Ensures the Clinics are properly staffed by actively participating in the process of recruiting medical assistants and non-medical staff, and assures development of sound Annual Operating Plans, Programs and Annual Budget.
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Partners with the Director or Quality and Process Improvement, Chief Clinical Officer, and other leaders to support compliance with FQHC, HRSA, CMS, state, federal, and accreditation requirements.
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Serves as the compliance and privacy officer. Leads collaborative compliance and privacy officer meetings to ensure regulatory compliance.
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Supports organization-wide quality improvement, risk management, patient safety, and performance improvement initiatives.
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Co-Chairs the Risk Management Committee with the Chief Clinical Officer to optimize the use of key findings from risk management activities, making recommendations to reduce the overall likelihood of adverse events and improve patient safety.
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Ensures operational departments maintain compliance with applicable healthcare regulations, including HIPAA, HRSA Health Center Program requirements, and other regulatory standards.
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Collaborates with the Chief Information Officer to support information privacy, security, and patient health information access requirements.
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Utilizes operational data and performance metrics to support quality, compliance, and organizational improvement efforts.
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Supports implementation and monitoring of corrective action plans resulting from audits, reviews, or performance improvement activities.
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Develops and maintains collaborative relationships with community partners, healthcare organizations, government agencies, and other stakeholders.
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Represents the organization in community meetings, partnerships, and collaborative initiatives as assigned.
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Maintains positive and productive relationships with the Board of Directors, executive leadership, providers, staff, and external partners.
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Collaborates with the Chief Financial Officer in budget development, resource allocation, and operational planning processes.
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Monitors operational performance and resource utilization to support organizational efficiency and financial stewardship.
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Supports grant writing, implementation, reporting, and compliance activities related to operational programs and funding opportunities.
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Identifies opportunities for operational efficiencies, process improvements, and sustainable organizational growth.
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Oversees operational reporting, data analysis, and performance monitoring activities.
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Ensures accurate maintenance of operational records, reports, and documentation.
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Participates in organizational committees, workgroups, leadership meetings, and Board activities as assigned.
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Maintains professional competency through continuing education and leadership development opportunities.
