Northern Colorado Anesthesia Professionals PLLC (NCAP) is a longstanding and well-regarded anesthesia practice. We provide anesthesia for UC Health’s Northern Colorado facilities, Intermountain Health System at the Good Samaritan Medical Center in Lafayette, and Ivinson Memorial Hospital in Laramie, WY.
Under the direction of the Senior Executive Group (CEO, Chief Medical Officer, Chief Operating Officer, and Board Chair), the Director of Operations provides strategic and day-to-day operational leadership to ensure that company and customer needs are met in four key areas: provider scheduling and staffing forecasting; provider re-credentialing; customer service; and patient satisfaction. The Director sets operational strategy and direction, drives the adoption of AI-enabled tools and data-driven decision-making, leads change management for new processes and technology, and continually evolves NCAP's operations to keep pace with the healthcare and anesthesia industry. This is an on-site role based in NCAP's administrative office.
Duties and Responsibilities include:
Strategic Leadership
- Provide strategic leadership for NCAP's operations function, setting direction for scheduling, staffing, and provider-support strategy in alignment with company goals, and translating that strategy into actionable departmental priorities.
- Proactively evolve NCAP's operational practices, tools, and technology, including AI-enabled forecasting and optimization capabilities, to keep pace with changes in the healthcare and anesthesia industry and to position NCAP as an efficient, high-performing practice.
- Lead change management for new scheduling systems, tools, and process improvements, including stakeholder communication, training, and adoption support, to ensure smooth transitions and sustained utilization.
- Respond promptly and effectively to emerging operational needs, competing priorities, and urgent facility or provider issues, adjusting plans and resources as circumstances change.
- Identify and implement opportunities to create efficiencies, reduce costs, and streamline workflows across scheduling, staffing, and operational processes.
Schedule Operations
- Facilitate orientation and onboarding for newly hired providers to ensure understanding of scheduling processes, operations policies and procedures (including call-out procedures), and best practices that support provider success and job satisfaction. Maintain onboarding materials, coordinate initial scheduling-system access and training, confirm completion of required onboarding steps, and serve as the primary operations contact for provider scheduling questions during onboarding.
- Lead department staff in developing, maintaining, and monitoring provider schedules to ensure CRNA hourly work expectations are met, facility coverage requirements are satisfied, schedule changes are addressed promptly, and provider staffing is distributed equitably across assigned sites and service needs.
- Continually evaluate scheduling processes, procedures, and programs; identify opportunities to improve clinical staffing efficiency, provider experience, patient safety, customer facility satisfaction, and company profitability; and recommend or implement approved changes in collaboration with NCAP leadership and affected stakeholders.
- Pilot AI-driven forecasting and optimization tools that directly or indirectly integrate with Qgenda, NCAP’s scheduling software tool, to support staffing demand prediction, cost modeling, schedule optimization, and leadership reporting. Evaluate tool performance, identify workflow impacts, and recommend whether to adopt, modify, or discontinue pilot solutions.
- Directly or through departmental staff, collect and organize scheduling, staffing, provider utilization, and facility coverage data; prepare monthly operating reports; and compile monthly and annual statistics for NCAP leadership, company reporting, and customer facility reporting purposes.
- Develop and manage operational Key Performance Indicators (KPIs) for scheduling efficiency, provider utilization, staffing costs, and facility coverage; create and maintain operational dashboards that make these metrics visible and actionable for NCAP leadership; and use these tools to drive data-informed decisions and continuous improvement
Department Leadership
- Create an environment that promotes teamwork and cooperation resulting in high performance and positive morale.
- Serve as the departmental liaison between NCAP facility leads and customer facility perioperative and scheduling leadership. Attend or delegate attendance at ad hoc and regularly scheduled client stewardship meetings; prepare relevant scheduling, staffing, and patient satisfaction updates; document follow-up items; and coordinate resolution of operational issues with NCAP operations staff.
- Supervise and manage the day-to-day activities of the operations team, including interviewing, hiring, onboarding, training, planning and assigning work, monitoring workload and schedule coverage, evaluating performance, providing feedback, addressing complaints, resolving issues, and administering corrective action in accordance with company policies and applicable laws.
- Evaluate and prioritize departmental workflows; assess whether staffing, scheduling, reporting, and provider-support activities are meeting company and stakeholder needs; and modify departmental activities in collaboration with the Senior Executive Group as necessary to improve operational effectiveness and stakeholder satisfaction.
- Establish and implement standardized departmental processes, templates, checklists, reporting routines, and escalation pathways to reduce variation, prevent rework, improve accountability, and lower the cost of doing business in coordination with other company departments when applicable.
- Visit customer facilities as needed to support relationship management, address scheduling or staffing concerns, participate in operational reviews, assist with onboarding of new customer locations, and coordinate follow-up actions with NCAP leadership and operations staff.
Provider Data Management
- Engage with providers, NCAP leadership, and the provider data management vendor to ensure timely and accurate facility privilege renewals, maintain awareness of upcoming expiration dates and missing documentation, escalate delays or compliance risks, and confirm that provider data remains complete and current for customer facility and regulatory requirements.
- Lead a review of provider facility privileges with applicable committees and company leaders at least semi-annually. Document identified gaps, expiring privileges, data discrepancies, track required follow-up actions, and report findings and status updates to the appropriate NCAP leadership group.
Patient Education, Patient Satisfaction
- Lead, in association with NCAP clinical leadership (CMO, CQO, and CEO), the relationship with Qualtrics and The Shams Group to ensure survey configuration, systems integration, data integrity, reporting accuracy, report distribution, issue resolution, and timely delivery of patient satisfaction surveys and results.
- Monitor patient satisfaction results and lead initial patient contacts as necessary to acknowledge concerns, gather relevant information, document the issue, coordinate review with the NCAP Chief Medical Officer and other appropriate leaders, and support timely resolution of patient relations matters.
- Monitor and report quarterly to NCAP leadership on patient satisfaction performance results, including trends, response rates, facility-level results, provider-level detail (when available), significant patient comments or concerns, and recommended follow-up actions.
General Management
- Foster and maintain collaborative relationships with existing and prospective facility customers, patients, physicians, company staff, customer facility staff, and vendor business partners to support operational coordination, issue resolution, service recovery, and future business opportunities.
- Contribute to a fiscally sound organization by reviewing staffing utilization, overtime or excess coverage patterns, scheduling-related cost drivers, and operational workflow inefficiencies; collaborate with department supervisors to achieve financial results; and research and recommend revenue enhancements and cost-savings opportunities to the Chief Executive Officer.
- Collaborates with and provides guidance, support, and constructive feedback to management team and other team members to ensure excellent performance, accountability, and teamwork.
- Ensure departmental and company compliance with applicable federal and state regulations, facility requirements, company policies, provider credentialing and privileging deadlines, records-management expectations, and operational procedures within the Director of Operations areas of responsibility.
- Completes special projects as directed and stays current on trends and issues in health care.
- Assist in planning, conducting, and participating in daily, weekly, monthly, and quarterly meetings for staff and providers by preparing operational updates, staffing and scheduling information, patient satisfaction summaries, action-item follow-up, and other communication needed to keep staff informed about operational initiatives.
Qualifications, Skills, and Abilities:
- Bachelor’s degree required.
- Ability to plan, organize, prioritize, work independently, and meet deadlines. Ability to work effectively individually, as a team player and leader.
- Ability to develop and maintain strong relationships internal and external to NCAP.
- Demonstrated ability to work effectively amid ambiguity and shifting priorities, exercising sound judgment, adapting plans as new information emerges, and driving decisions forward without waiting for complete information.
- Ability to conduct analysis and reconciliation and formulate conclusions – knowledge of basic financial, business, and statistical concepts.
- Experience developing and managing operational Key Performance Indicators, dashboards, and reporting tools to track performance and support data-informed decision-making.
- Experience leading organizational change, including the adoption of new technology, processes, or systems, with the ability to guide staff and stakeholders through transitions.
- Familiarity with, or ability to quickly learn, AI-enabled scheduling, forecasting, and optimization tools, and the judgment to evaluate their fit for NCAP's operations.
- Ability to communicate effectively both orally and in writing – ability to make effective oral presentations and prepare concise written reports to a variety of audiences.
