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
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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.
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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.
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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.
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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 corrective action plans following audit findings.
- Monitor corrective action progress until deficiencies are resolved.
- Provide audit results and recommendations to the Director of Operations and Clinic Managers.
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Working collaboratively with Revenue Cycle, Finance, and Clinic Leadership:
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Improve front-end revenue cycle performance.
- Improve insurance verification accuracy.
- Improve point-of-service collections.
- Improve collection of copays and patient balances.
- Improve registration accuracy to reduce billing errors.
- Improve documentation supporting Sliding Fee Discount eligibility.
- Assist in reducing preventable claim denials caused by front office errors.
- Monitor operational KPIs related to patient access and registration.
- Collaborate with Revenue Cycle leadership on workflow improvements affecting reimbursement.
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Coach Clinic Managers on front office leadership and performance expectations.
- Assist Clinic Managers with identifying performance deficiencies.
- Support implementation of performance improvement plans.
- Hold Clinic Managers accountable for ensuring front office staff comply with organizational standards.
- Assist with operational investigations involving front office processes.
- Provide recommendations regarding staffing, workflow improvements, and resource needs.
- Promote consistency and accountability across all clinic locations.
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Lead initiatives to improve the patient experience at the front desk and over the telephone.
- Promote professional, compassionate, and efficient customer service.
- Evaluate patient complaints involving registration, scheduling, or front office interactions.
- Develop improvement strategies based on patient feedback and operational metrics.
- Foster a culture of service excellence throughout the organization.
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Analyze operational data to identify trends and improvement opportunities.
- Collaborate with Operations, Quality, Compliance, Finance, Revenue Cycle, and Clinical Leadership on organizational initiatives.
- Assist with HRSA operational readiness and audit preparation.
- Recommend workflow changes that improve efficiency, compliance, patient satisfaction, and financial performance.
- Perform other duties as assigned by the Director of Operations.
KNOWLEDGE, SKILLS & ABILITIES:
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Strong leadership and coaching skills.
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Excellent verbal and written communication.
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Ability to develop and deliver engaging educational programs.
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Strong auditing and analytical abilities.
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Knowledge of HRSA requirements and the Sliding Fee Discount Program.
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Knowledge of insurance verification and patient registration workflows.
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Knowledge of front-end revenue cycle processes.
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Strong organizational and project management skills.
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Ability to analyze operational metrics and implement improvements.
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Proficiency with electronic medical records and practice management systems.
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Ability to travel throughout the SHR service area.
The above information is intended to describe the most important aspects of the job. It is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required to perform the work. The health center reserves the right to revise or change job duties and responsibilities as the business need arises. Additionally, this job description is not intended as an employment contract, implied or otherwise, and the organization maintains its status as an at-will employer.
Special Health Resources is an Equal Opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, marital status, national origin, age, disability, genetic information, gender identity, sexual orientation, protected veteran status, or any other protected class or status.
QUALIFICATIONS:
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Bachelor's degree in Healthcare Administration, Business Administration, or related field preferred; equivalent experience may be considered.
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Minimum three (3) years of progressive healthcare leadership experience required.
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FQHC experience strongly preferred.
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Experience supervising or training front office staff required.
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Strong knowledge of patient registration, insurance verification, sliding fee discount program requirements, revenue cycle workflows, and customer service best practices.
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Experience developing educational materials, workflows, and competency-based training.
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Valid Texas Driver License with acceptable driving record.
