Director, Operations COE

Written by chenmed - - Comments Off on Director, Operations COE
February 8, 2021
Miami, Florida
Job Type



Director, Operations COE

Location Miami, Florida, United States of America Category Corporate Job Id R0010942


ChenMed is transforming healthcare for seniors. We provide big answers to big problems in health care delivery.  ChenMed is a full-risk primary care market leader with an innovative philosophy, unique physician culture and end-to-end customized technology. These things allow us to provide world-class primary care and coordinated care to the most vulnerable population – moderate- to low-income seniors who have complex chronic diseases.

Through our innovative operating model, physician-led culture and empowering technology, we are able to drive key quality and cost outcomes that create value for patients, physicians and the overall health system.  Our model allows us to practice medicine the way it should be practiced. By recruiting focused physicians and reducing their doctor-to-patient ratios, we increase patients’ “face time” during each monthly appointment and help foster stronger doctor-patient relationships. Our model also drives and enhances compliance with treatment plans.

As a result of our efforts, our patients realize lower hospital admissions. Their overwhelming response to our approach is reflected in our aggressive, organic growth and net promoter scores in the low to mid 90s, which is unheard of in any industry. Read more about our results and the value of the ChenMed model.

As a company, we are making a difference in the lives of seniors and the health care system overall.

The Director, Operations COE team works in close collaboration with the members of various other COE groups to refine, enhance, redevelop and standardize current operations practices, processes and procedures within our Senior Medical Centers. The incumbent in this role supports and guides market Directors of Operations in driving operations initiatives within JenCare, ChenMed and Dedicated markets. He/She manages a team of direct reports that together drive the successful performance of our centers and positive outcomes of all employees at the centers.


  • Produces, develops and refines Standard Operating Procedures (SOPs) for Center Operations and other disciplines. Ensures compliance with established standards.
  • Establishes and executes benchmark Quality Assurance procedures for the efficient and effective operation of centers. Assists with legal issues as needed.
  • Designs, develops and implements ChenMed/JenCare/Dedicated medical center guidelines and protocols and ensures compliance with regards to the overall patient experience. Takes immediate action to execute improvements/changes when necessary.
  • Manages escalated operations issues and determines proper issue resolution.
  • Builds, implements and oversees operational development strategies.
  • Assists corporate and market Sales and Network Teams with implementing strategies established by the Board and/or Executive Leadership.
  • Liaises as the operations DET subject matter expert (SME) for all markets and COEs within the organization.
  • Constructs, develops and executes key operational strategies to ensure provider, patient, employee and regulatory expectations are met and exceeded.
  • Identifies and shares business controls and information across appropriate teams. Assures clear understanding and ownership of key scorecard metrics and measurements, as well as, total quality measures and initiatives.
  • Establishes, delivers, manages and maintains the adoption of business controls that allow the organization to quickly identify trends and potential issues to address them in a timely manner.
  • Develops and oversees service strategies in coordination with organizational goals and competencies.
  • Collaborates with these and other teams/COEs to accomplish the following:
    • HR Learning and Development COE:  to create training programs that impact operations.
    • Market Leaders and Clinical Teams:  to refine, enhance and improve overall center operations.
    • Sales Teams:  to aid and assist with market growth strategies.
    • Network Teams, specifically Referrals:  to establish, develop and redefine procedures and processes that will enhance referral operations and practices.
    • Central Clinical Services and Medications COE: to refine, enhance and improve current process and procedures for medical coding and medication delivery.
  • Performs other duties as assigned and modified at manager’s discretion.


  • High business acumen and acuity
  • High personal accountability for achieving results, high energy and strong drive to develop him/herself while learning our business model
  • Ability to influence leadership, including fellow directors, to help drive processes, strategies and adherence to proper business protocols
  • Ability to analyze data and metrics to create actionable items for leaders to optimize and implement
  • Commitment to data-driven evaluation of initiatives and service levels
  • Knowledge of DASH, RITS, MITS, HITS, Care Timeline and Workday
  • Problem-solving and project management skills; understanding the big picture while being attentive to the details required to successfully implement and execute actionable items
  • High level of personal agility; able to focus and deliver quick wins in a manner commensurate with the needs of the moment
  • Agile thinker, able to quickly transform and convert opportunities into operational successes
  • Exceptional verbal and written communication skills
  • Proven ability to build strong relationships with key organizational stakeholders and influence operational improvements
  • Able to effectively leverage business and organizational knowledge within and across functions
  • Proficient in Microsoft Office Suite products including Word, Excel, PowerPoint and Outlook, plus a variety of other word-processing, spreadsheet, database, e-mail and presentation software
  • Ability and willingness to travel locally, regionally and nationwide up to 90% of the time
  • Spoken and written fluency in English
  • This job requires use and exercise of independent judgment


  • Bachelor degree in Business or Health Administration, Business Economics or a closely related field OR additional experience above the minimum will be considered in lieu of the required education on a year-for-year basis required
  • Master’s degree preferred
  • A minimum of 10 years’ related work experience in an operational effectiveness/efficiency position with progressive advancement to a leadership role required; within a hospital, medical clinic or a similar healthcare environment highly desired
  • A minimum of 7 years’ direct managerial experience within a customer/client service environment with strong performance and quality metrics required
  • Experience managing a diverse group of expert and experienced professionals, including functional directors strongly desired

At ChenMed,  If you are an innovative, entreprenuerial minded, over-achiever who is extremely passionate in helping people and revolutionizing Healthcare again, we are that dynamic and exciting company you are looking for!

After applying, we encourage you to "follow" us on LinkedIn (ChenMed) as well! This way you can stay informed and up to date on what’s happening around our organization and start your path to becoming part of our FAMILY!


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