Director of Clinical Operations
Job Details
Family Health/ La Clinica-Wautoma - Wautoma, WI
Full Time
4 Year Degree
Health Care

This position works with the Chief Operating Officer (COO) and collaborates with other leaders, to support the organizational plans to achieve maximum high-quality clinical outcomes, and service line financial and operational optimization.  All responsibilities are aligned to Family Health La Clinica (FHLC)’s overall strategic plan. The direct reports for this position include: Patient Access Manager, Medical Practice Manager, Mobile Health Center Supervisor, and Scheduling Center Supervisor.


  • Assists with report development, as it relates to FHLC performance initiatives.
  • Participates in planning and implementation of medical service line, scheduling center, patient access department, and future service lines (chiropractic and radiology).  Develops the service line goals, programs and objectives, personnel, resources and equipment/supplies.
  • Supports the team focus in providing excellent patient care.
  • Supports direct reports to monitor providers’ schedules in order to facilitate with the teams, thus ensuring timely patient care and access.
  • Imbeds quality improvement infrastructure and methods into all clinic operations.
  • Partners with all staff to emphasize effectiveness, efficiency, sustainability, patient-centeredness, and staff engagement at every juncture.
  • Meets with clinical teams about outcomes data to discuss implications for clinical practices and identifies areas needing improvement.
  • Monitors and ensures operational performance goals are maintained.
  • Works with the COO, Chief Medical Officer and direct reports to optimize staffing and appointment schedules, redesign workflows as needed, and create and monitor policies and procedures, as needed to meet goals.
  • Performs all responsibilities, in accordance with organizational policies and procedures, and ensures compliance with HIPAA Privacy and Security Standards.
  • Promotes a culture of high performance and continuous improvement that values learning and a commitment to quality.
  • Participate in the recruiting, hiring, and retention of staff as needed to support patient demand and staff needs.
  • Works with the Scheduling Center Supervisor to define policies and procedures for the call center to execute an outstanding patient experience
  • Collaborates with the patient access manager and Scheduling Center Supervisor to ensure that all patient calls are handled according to protocol and patient service standards are consistently achieved.
  • Will establish and work with the Scheduling Center Supervisor to ensure regular monitoring of scheduling center performance metrics to include patient satisfaction, call efficiency, low abandonment rate, staffing utilization, and provider and employee engagement.
  • Responsible for program development and performance objectives and implementation of the mobile health center.
  • Works closely with senior leaders to continually develop and lead a comprehensive mobile health service line.
  • Maintains FHLC’s Emergency Preparedness Plan and represents FHLC at county Emergency Readiness Coalitions.
  • Facilitate and support process improvement initiatives that enhance Team Based Care and PCMH activities, and improved clinic flow. Maintain efficient patient care workflow through a team approach
  • Understands the need to integrate disciplines across the organization to maximize the patient experience and create efficiencies of patient/family centric care.
  • Takes ownership and represents FHLC’s mission, vision and values
  • Utilizes an appreciation of and respect for diversity when interacting with patients/clients, team members and staff from other departments.
  • Develops and presents a monthly report related to activity, progress, compliance, etc., for the service lines under his/her purview to the Chief Operating Officer, COO
  • Collaborates with the COO in defining short and long-term goals and developing strategies that will improve the provision of services and operational efficiencies. 
  • Maintains open channels of communication with the COO, Chief Financial Officer and other senior leaders in relation to problems/issues in a timely manner.  In collaboration with the Director of Quality and Compliance submits written recommended actions to address root causes.
  • Other duties as assigned.
  • Demonstrates excellent communication and relationship building skills, with the ability to work effectively.
  • Demonstrates excellent public speaking skills.
  • Demonstrates attention to detail, excellent organizational skills, and the ability to effectively investigate, analyze and problem solve.  
  • Strong written and communication skills with the ability to write clear, structured, articulate, and persuasive improvement proposals
  • Demonstrates proficiency working with Microsoft Office, including Excel, Word and PowerPoint.
  • Must be able to travel to other FHLC sites.
  • Work Collaboratively to create and implement organizational strategy
  • Manage upcoming events, deadlines and expectations
  • Understand the core concepts and methods of FHLC operations
  • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
  • This position requires an individual who has the ability to work independently, is able to work under pressure, is analytical and has excellent problem-solving skills.
  • The individual must have the ability to respect the confidentiality of patient information while performing job duties and the ability to establish and maintain effective working relationships with patients, employees and public.
  • Understanding and knowledge of the operations of a FQHC and PCMH standards preferred.  
  • Must maintain a state of Wisconsin Driver’s License, as well as the ability to pass the requirements to complete the minimum requirements to operate a company vehicle.


Bachelor’s Degree in Health-Science related program required.  Masters degree in similar field preferred..  Knowledge of FQHC setting preferred.  Strong ability to read and interpret data. Detail oriented with excellent communication skills.  Strong knowledge and ability to use Microsoft products required (Word, Excel, and Outlook).   Knowledge of improvement methods.  Must have the ability to recognize problems, get to the root cause, problem solve, prioritize, experiment, implement and sustain results.


Bilingual (Spanish) language preferred. Ability to read & interpret documents, reports & correspondence. Ability to speak effectively before groups and/or individuals.