Director of Operations Healthcare Services

Philadelphia, PA, USA Req #589
Monday, September 13, 2021


The mission of the Project HOME community is to empower adults, children, and families to break the cycle of homelessness and poverty, to alleviate the underlying causes of poverty, and to enable all of us to attain our fullest potential as individuals and as members of the broader society. We strive to create a safe and respectful environment where we support each other in our struggles for self-esteem, recovery, and the confidence to move toward self-actualization.

Project HOME achieves its mission through a continuum of services comprised of street outreach, a range of supportive housing, and comprehensive services. We address the root causes of homelessness through neighborhood-based affordable housing, economic development, and environmental enhancement programs, as well as through providing access to employment opportunities; adult and youth education; and health care.

Project HOME is committed to social and political advocacy. An integral part of our work is education about the realities of homelessness and poverty and vigorous advocacy on behalf of and with homeless and low-income persons for more just and humane public policies.

Project HOME is committed to nurturing a spirit of community among persons from all walks of life, all of whom have a role to play in making this a more just and compassionate society.


The work of Project HOME is rooted in our strong spiritual conviction of the dignity of each person.

We believe that all persons are entitled to decent, affordable housing and access to quality education, employment, and health care.

We believe in the transformational power of building relationships and community as the ultimate answer to the degradation of homelessness and poverty.

We believe that working to end homelessness and poverty enhances the quality of life for everyone in our community.

We believe that the critical resources entrusted to us to achieve our mission must be managed honorably and professionally.


Job Summary The primary function of the Project HOME Healthcare Services (PHHS) Director of Operations is to plan and direct the daily operations of the PHHS network -- Stephen Klein Wellness Center (SKWC), Hub of Hope, Pathways to Housing. PHHS is a federally qualified health center (FQHC) with medical, behavioral health, dental, pharmacy and wellness services.  The Director’s focus is on aligning the goals of providing excellent customer service, patient access and organizational efficiency, financial sustainability, and high-quality, person-centered health care. The Director will report to the Vice President of Healthcare Services and work closely with the Director of Integrated Health Services, Site Medical Directors, Dental Director and Director of Reimbursement to translate business vision and strategy into operational tactics to achieve strategic goals.  These teams will jointly focus on (1) containing costs and maximizing revenue as compared to budget, (2) identifying key priorities for Continuous Quality Improvement, and (3) pursuing innovative and cost-effective ways to deliver health care and improve health outcomes for a vulnerable, at-risk population. Within the arena of Continuous Quality Improvement, the Director will be responsible for evaluating patient/client satisfaction and creating an environment that maintains patient confidentiality.


The Director of Operations provides direct supervision for the following positions: SKWC Dental Practice Manager, SKWC Medical Practice Manager and PHHS Satellite Practice Manager.


The Director of Operations is the senior leader responsible for non-clinical Wellness Center staff and operations in the following functional areas: reception, scheduling, hospitality, Dental Assistants, financial assistance, security and COVID screening desk positions.  In coordination with administrative departments within Project HOME (Accounting and Finance Department, Information Technology, Human Resources and Property Management), ensures that operational activity is compliant with all regulatory, contractual and payer requirements. The Director of Operations is the primary liaison between facilities management and IT resources at each of the PHHS service locations.

Essential Duties and Responsibilities

  • Provide direct supervision of SKWC Medical Practice Manager, SKWC Dental Practice Manager, and PHHS Satellite Practice Manager. These positions, in turn, supervise Medical and Dental Receptionists, Benefits Counselor, Referral Coordinator, Dental Assistants and Expanded Function Dental Assistants.
  • Hire, orient, support and train Medical Front Desk Manager, Dental Practice Manager, PHHS Satellite Practice Manager
    • Develop the systems and procedures necessary to drive and expand efficient operations across all healthcare delivery sites and business functions, including planning and implementation of orientation, training and performance reviews for non-provider staff.
    • Set performance goals with supervisees and measure progress towards goals
    • Hold supervisees accountable for their job duties, responsibilities, and goals
    • Work with HR to address any disciplinary action that may be necessary, including but not limited to verbal warnings, written warnings, performance improvement plans, and termination
    • Assisting with or leading in-service, ongoing training of staff, and regular team meetings with a focus on customer service, teamwork, communication, and conflict resolution for the front desk and dental team
    • Contributing to team effort and leading in collaboration, support, and effective communication with all members of front desk and dental team
    • Determine adequacy of team size and technology to support operations. Make recommendations to supervisor as necessary to inform budgeting process.
  • Develop, implement and modify standardized processes and systems within the department relating to information management, operations, patient services and data reporting.
  • Collaborate with the Site Medical Directors, Behavioral Health Director and Dental Director, help ensure that the clinical operations are fully integrated with health center operations and support functions.
  • Collaborate  with the Billing Supervisor and Revenue Manager. Support revenue cycle management activity:  Ensure that accurate patient data is collected and updated at each appointment, insurance is verified and correctly applied to each encounter. Develop and maintain a workflow that supports accurate charges being entered within 48 hours of patient encounter. Ensure timely collections at time of service.
  • Support and facilitate outreach efforts to contact our most vulnerable and/or at-risk patients and connect them to care at the clinic.
  • Pharmacy management; ensures proper staffing in place to safely and efficiently support prescription volume. In partnership with Pharmacy Manager, Director of Integrated Health Services and Site Medical and Dental directors works to establish procedures that maximize patient access to prescriptions while maximizing profit to healthcare services.
  • Collaborate with Compliance Specialist, ensure that all team members are up to date with training requirements and that compliance issues are addressed in a timely manner.
  • Participate in incident and patient complaint review processes in order to take advantage of feedback received through adverse events as well as through patients who express concerns related to their treatment and experience at the wellness center.
  • Effectively establishes and maintains collaborative working relationships with the provider staff to achieve increased provider satisfaction and participation in quality and productivity goals. Assist in the development and implementation of the healthcare services strategic plan.
  • Coordinates information technology needs, across PHHS locations.
  • Serves as the primary liaison between Property management and PHHS. Coordinates and tracks work orders as well as physical space modifications required to meet the ongoing patient care needs of PHHS.
  • Demonstrated expertise and strong desire to work with vulnerable populations including people who are experiencing homelessness, low-income, suffering from serious mental illness,  and/or experiencing behavioral health challenges that may complicate a chronic medical condition(s).

Minimum Qualifications

  • Master’s Degree in Business, Public Health, Hospital or Public Administration AND at least 2 years of managerial experience in healthcare operations and/or finance, preferably in an FQHC
  • OR Bachelor’s Degree in Business, Public Health, Hospital or Public Administration AND at least 5 years of managerial experience in healthcare operations and/or finance, preferably in an FQHC
  • Demonstrated experience and success in working collaboratively with physicians and other organizational leadership to achieve identified organizational goals.
  • Strong analytical and numerical skills.
  • Demonstrated expertise in working in and facilitating a culture that values diversity, equity and inclusion in the workplace.
  • Excellent interpersonal skills:  tactful, mature, professional demeanor; advocates team concept. Sets an example for team in all interactions with patients, operations team members and clinical team members.
  • Excellent written and verbal communication skills.
  • Demonstrated expertise with continual quality improvement.
  • Microsoft Office Proficiency

Preferred Qualifications

  • Prior work experience in an organization addressing homelessness or housing instability
  • Prior lived experience with homelessness or housing instability
  • A work history with progressively advancing responsibilities and achievements

Project HOME is an Equal Opportunity Employer



Other details

  • Pay Type Salary
  • Philadelphia, PA, USA