Associate Director of Operations

Essen Health Care is the largest privately held, multispecialty medical group in New York, providing high-quality, compassionate care to some of the state’s most vulnerable and underserved residents.

Founded in 1999, we’ve grown from a single primary care office into a network of 50+ locations offering urgent care, primary care and specialty services, from women’s health to endocrinology and psychiatry. We also provide nursing home support, care management, and in-home care through our Essen House Calls program. Guided by a Population Health model, our team of 500+ providers deliver care in-person, at home, or via telehealth, ensuring patients get the support they need when and where they need it.

We’re looking for talented, motivated individuals to join our growing team. Whether you’re a medical provider, administrator, or operations professional, there’s a career here for you. Join us in making a real difference in the health of our community.

Job Summary:The Associate Director of Operations for Outpatient Services will play a pivotal role in managing the operational, financial, and strategic functions of outpatient care within the organization. This position is responsible for ensuring the smooth and efficient delivery of services, enhancing patient satisfaction, optimizing workflows, and managing a team of healthcare professionals in a fast-paced, dynamic environment.

Operational Leadership:

· Oversee the daily operations of outpatient clinics or facilities.

· Ensure the delivery of high-quality healthcare services to patients while maintaining operational efficiency.

· Develop and implement operational strategies to streamline processes and improve service delivery.

· Coordinate with clinical and administrative teams to ensure seamless care transitions for patients.

· Staff Management:

· Supervise and mentor outpatient clinic staff, including clinical and non-clinical personnel.

· Conduct performance evaluations, provide coaching, and facilitate professional development opportunities for team members.

· Ensure staffing levels are adequate for the patient volume and adjust staffing as needed.

· Patient Care and Satisfaction:

· Monitor patient experience metrics and identify areas for improvement in the care process.

· Work with clinical leadership to ensure patient-centered care and enhance satisfaction through quality service delivery.

· Address patient concerns or complaints promptly, ensuring positive resolution and continuous improvement in service quality.

· Budget and Financial Management:

· Develop and manage the outpatient service budget, ensuring efficient use of resources and cost control.

· Analyze financial data to track the performance of outpatient services, including revenue generation and expenses.

· Implement strategies to optimize operational costs while maintaining high standards of care.

· Regulatory Compliance and Quality Assurance:

· Ensure outpatient services comply with all relevant healthcare regulations, accreditation standards, and organizational policies.

· Lead quality improvement initiatives to enhance operational performance and patient care outcomes.

· Monitor and ensure adherence to health and safety protocols, including infection control measures.

· Strategic Planning and Development:

· Collaborate with senior leadership to develop long-term strategic goals for outpatient services.

· Identify growth opportunities, such as service expansions, new programs, or partnerships.

· Analyze data to assess service needs, trends, and patient demand to inform strategic planning.

· Collaboration and Communication:

· Act as a liaison between outpatient clinics and other healthcare departments within the organization.

· Foster positive relationships with key stakeholders, including physicians, nurses, administrative staff, and external partners.

· Communicate effectively with all team members, providing clear directives and support.

· Technology Integration:

· Work with IT and other departments to integrate healthcare technology and improve clinic operations.

· Ensure proper utilization of Electronic Health Records (EHR) systems to improve clinical workflows and data management.

Job Requirements:

· Education:

· Bachelor's degree in Healthcare Administration, Business Administration, or related field (required).

· Master's degree in Healthcare Administration, Business, or related field (preferred).

· Experience:

· Minimum of 5-7 years of experience in healthcare operations, preferably in outpatient services.

· At least 2-3 years of experience in a leadership or supervisory role.

· Skills and Abilities:

· Strong leadership, team-building, and staff management skills.

· Excellent communication and interpersonal skills.

· In-depth knowledge of healthcare regulations, compliance standards, and best practices.

· Strong problem-solving, analytical, and decision-making abilities.

· Ability to manage budgets, financial reports, and resource allocation.

· Experience with Electronic Health Records (EHR) and healthcare management software.

Patient access and throughput

• New patient appointment availability (days to third next available).
• Established patient access (time to follow-up, time-sensitive visit access).
• Patient wait time in clinic (check-in to room; room to provider).
• No-show and late-cancellation rate.
• Visit volume by provider, clinic, and modality (in-person vs virtual).

Operational efficiency and capacity

• Provider template utilization (% of available slots filled).
• Clinic session fill rate and bumps (provider-initiated cancellations).
• Average cycle time per visit (arrival to checkout).
• Staff-to-patient ratio by role (front desk, MA, RN).
• Overtime hours and use of agency/temporary staff.

Quality, safety, and care delivery

• Guideline-based care metrics relevant to the clinic (e.g., screening rates, chronic disease control).​
• Same-day/urgent slot availability for high-risk patients.
• Medication or documentation error rates (where trackable).
• Closed-loop test/result follow-up rates.

Patient experience and engagement

• Patient satisfaction / likelihood-to-recommend score.​
• Complaints and formal grievances per 1,000 visits.
• Patient portal activation and utilization (messages, refill requests, online scheduling).
• Follow-up completion (show rate to ordered referrals and diagnostics).
• Cover gaps in care and maintain industry standard quality scores

Financial and revenue cycle KPIs

• Net collection rate and gross collection rate.​
• Days in accounts receivable and A/R aging (% over 90/120 days).
• Denial rate and top denial reasons; first-pass clean claim rate.
• Charge lag and days to bill from date of service.
• RVUs per provider and margin per encounter/service line.

Credentialing KPIs

• Initiate and maintain providers PAR with both delegated & direct payers

Essen Health care is proud to be an equal opportunity employer, and we seek candidates who desire to work in and serve an ethnically diverse population.