Full-time COO, North Side Christian Health Center

The Chief Operating Officer (COO) is responsible for managing the organization's day-to-day administrative and clinical operations across NSCHC's three outpatient service lines (primary medical care, behavioral health care and dentistry for children and adults) at both locations. The COO directly manages the Shared Services Department, provides operational leadership to the clinical service lines, and ensures compliance with the regulatory standards that govern a health care organization, while delivering an efficient, positive patient experience.

02DUTIES & RESPONSIBILITIES

• Clinical & Business Operations

Service line oversight: Provides operational oversight of Clinical Operations (adult & pediatric medicine, dental, behavioral health), in partnership with clinical leadership, and directly manages the Shared Services Department (facilities, IT, security, administration, quality improvement and medical records).

Policies & procedures: Ensures NSCHC operates efficiently and effectively by regularly evaluating and implementing policies, practices and workflows that reflect industry best practices, stay within budget and support a positive patient experience. Prepares and communicates organizational communications related to policies, procedures and operational matters.

Patient access: Manages patient access, including on-site ADA accessibility, phone management and patient portal accessibility; through the Practice Manager, has oversight of front-desk registration and the sliding fee discount program.

Provider templates & scheduling: Monitors and audits provider templates and patient scheduling to maximize patient access and visit volume.

Hours & service changes: Ensures changes to operating hours, closures (including weather-related) and service availability are communicated promptly and consistently to patients and staff through the website, social media, signage at building entrances, phone messaging and the patient portal.

Performance monitoring: Monitors operating statistics and patterns (e.g., monthly visit volumes, capacity, no-show rates, wait times) to identify trends and needed changes in service delivery.

Integrated care: Promotes coordination across medical, behavioral health and dental services (e.g., shared referrals, warm hand-offs) so patients experience NSCHC as one health center.

• Strategic Leadership & Board Support

Strategic planning: Contributes to the development of NSCHC's strategic goals and objectives; ensures goals for assigned departments align with the mission, vision and values of NSCHC, and monitors progress toward organizational goals.

Program development: Helps develop new programs and services, in conjunction with organizational administrators and managers, in response to NSCHC's community needs assessment and strategic plan.

Board & CEO reporting: Provides the CEO and/or Board of Directors with accurate, timely and complete information about NSCHC operations and any critical issues; attends monthly board meetings as needed.

Grants: Participates in grant proposals and grant reporting as needed, in conjunction with the CEO and Development Director.

Executive coverage: Serves as acting leader in the CEO's absence, as designated by the CEO or the Board of Directors.

• Financial, Facilities & Resource Management
• Operating budget: Partners with the CFO to develop and monitor operating budgets for assigned areas, including staffing levels and expense control.

Capital planning: Collaborates with the Facilities Manager and CFO on the annual capital budget; monitors organizational capital needs and capital budget expenditures.

Facilities: Oversees new construction, renovation projects and building utilization; advises on existing space needs and plans for new programs and services.

Vendor contracts: Reviews applicable vendor contracts and makes recommendations in conjunction with the CEO and CFO; monitors vendor performance.

• People Management

Practice management: Directly supervises the Practice Manager, who oversees patient registration for all service lines, the medical assistants, and the dental and behavioral health administrative coordinators.

Supervision & development: Conducts performance reviews and provides mentoring, coaching, professional development opportunities and corrective action for staff in the reporting structure.

Staffing: Partners with Human Resources on recruitment, onboarding, staffing plans and retention for assigned areas.

Employee flu vaccine: Works with Human Resources to coordinate the annual employee flu vaccine, ensuring staff can receive it on site (Human Resources manages the related paperwork).

• Quality, Patient Experience & Risk Management

Quality improvement: Oversees the quality improvement program within Shared Services and participates in the multi-disciplinary organizational quality committee, supporting clinical quality measures and patient-centered care initiatives.

Risk & safety: Serves as the Risk/Safety Manager and leads the risk team. Conducts quarterly organizational risk assessments and relevant trainings, and provides documentation for the annual malpractice (FTCA) certification.

Patient experience: Investigates, resolves and reports on patient grievances to the Risk Committee; oversees patient satisfaction surveys and uses results to improve service.

Emergency preparedness: Maintains the emergency preparedness and business continuity plan, including staff training and drills at both locations.

• Regulatory Compliance

Regulatory & accreditation: Maintains compliance with regulations governing health care facilities, the HRSA Bureau of Primary Health Care (BPHC) Health Center Program Compliance Manual and the rules of accrediting bodies by monitoring operations and initiating changes where required. In conjunction with the CEO and CFO, ensures compliance with grantor requirements. Co-leads regulatory site visits with the CEO, Chief Medical Officer and CFO.

HIPAA: Serves as the HIPAA Privacy Officer and coordinates staff training; works with IT to ensure compliance with HIPAA security requirements.

Workplace safety: Stays current with OSHA regulations and infection control standards and oversees relevant staff trainings.

Data reporting: Oversees collection and accuracy of operational data for required reporting (including the annual UDS report), in coordination with the CFO.

• Community Engagement & Partner Development

Community partnerships: Coordinates and collaborates with community partners on outreach opportunities to generate patient referrals and increase NSCHC's visibility, including referral relationships with hospitals, specialists and social service agencies. Periodically represents NSCHC at community outreach and partner events, which may be after business hours or on weekends.

Academic partners: Coordinates schedules and assignments for residents and medical students of partner programs.

National Community Health Center Week: Oversees coordination of NSCHC's National Community Health Center Week activities each August.

03Other Duties

• Performs other duties as assigned by the CEO or Board of Directors.
• KNOWLEDGE, SKILLS & ABILITIES

Collaboration & influence: Works collaboratively with executive, finance and medical leadership in the design of clinical and administrative operations; able to motivate, negotiate, educate, influence and persuade stakeholders, patients and collaborators.

Accountability: Sets clear staff expectations and is committed to accountability and to effective, just and collegial performance improvement.

Organization & adaptability: Organizes and prioritizes workload effectively; flexible and able to multi-task in an ambiguous, fast-moving environment while driving toward clarity and solutions.

Relationships & respect: Conveys courtesy, respect, enthusiasm and a positive attitude with patients, staff, medical staff and visitors; understands and responds with sensitivity to the special populations served by NSCHC.

Technology: Proficient with electronic medical records, practice management systems and Microsoft Office products; comfortable with a range of technology, including AI tools, database platforms, security systems and phone systems.

Mission & work environment: Demonstrates integrity and credibility and supports the mission of NSCHC. Comfortable working in a progressive, faith-based work environment that values positivity, honesty, transparency, mutual respect and compassion. There are no religious requirements or obligations for this position.

04QUALIFICATIONS

Bachelor's degree in health management, business management, social services or a related field required; Master's degree in a related field preferred.

7+ years of operational experience, including at least 5 years in outpatient health care operations; dental and behavioral health experience strongly preferred; community health center (FQHC) experience preferred.

Minimum of 5 years of supervisory experience with at least 8 direct reports.

Previous experience working with a multi-disciplinary health care team required.

Extensive experience with an electronic medical record platform.

Demonstrated success in organizational development, personnel management, and budget and resource management, including developing and monitoring systems for highly collaborative operational and programmatic work.

Working knowledge of FTCA requirements and the fundamentals of billing and coding for medical, dental and behavioral health services, or a commitment to learning these fundamentals within the first six months of employment.

Experience serving underserved populations preferred; comfortable working with patients and staff who are non-native English speakers.

Experience overseeing or managing small construction or renovation projects preferred.

After hire, must be an active, participating member of the Pennsylvania Association of Community Health Centers (PACHC).

05WORKING CONDITIONS

Occasional travel between NSCHC's two locations (approximately 10 minutes apart); valid driver's license and reliable transportation.

Occasional evening and weekend hours for board meetings, community events and operational needs.

NSCHC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, NSCHC complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

NSCHC expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of NSCHC's employees to perform their job duties may result in discipline up to and including discharge.

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 duties and skills required in order 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 Center continues to

maintain its status as an at-will employer. If the essential functions of this position cannot be performed in a satisfactory manner by the employee, reasonable accommodations may be made.