Associate Operations Director

Humana Inc; Mesa (AZ); On-site; USD 104,000 - 143,000; Full time

Job summary

Humana Inc. is seeking an Associate Operations Director to lead Senior Focused Primary Care clinical operations across 5–10 centers within a market.

This role emphasizes strategic planning, financial stewardship, and strong leadership to improve patient outcomes and align with Humana's quality initiatives. The AOD will oversee operational staff, implement staffing plans, and collaborate with the clinical dyad to achieve targets in quality, scheduling, and engagement.

Qualifications

• Must have 5+ years of management experience in clinical care or related field in full-risk VBC environment.
• Strong understanding of healthcare regulations, compliance and managed care.
• Skilled in EMR systems, DataHub, NPS and other relevant software tools.
• CPR certification is required.
• ACHA Level II Background clearance for Florida associates may be required.
• Must have a valid driver’s license for inter-center travel.
• Demonstrated interpersonal skills with diverse stakeholders.

Responsibilities

• Lead Senior Focused Primary Care operations across multiple centers with P&L responsibilities.
• Monitor KPIs: membership, retention, engagement, access, scheduling, referrals, and patient experience.
• Oversee staffing, recruitment, and leadership development; ensure adherence to VBC practices.
• Collaborate with Medical Director and AMD on budgets, performance management and incentive plans.
• Represent CenterWell/Conviva in communities and with providers to drive growth.

Skills

Leadership

Operations management

Financial acumen

Communication

EMR systems

Education

Bachelor's degree or equivalent (Healthcare Admin/related)

Tools

EMR systems

DataHub

NPS software

Job description

Become a part of our caring community

The Associate Operations Director (AOD) leads Senior Focused Primary Care clinical operations in a multi-physician office or clinical group typically overseeing 5-10 centers within a market. They ensure the smooth operation and performance of centers within their assigned accountability, handling a range of administrative, operational, growth, and leadership tasks. This role requires a strategic mindset, financial acumen, relationship building proficiencies, strong organizational skills, communication competencies, and a passion for patient care. The AOD develops and implements staffing plans, oversees change, ensures adherence to policies, and procedures, and collaborates with their clinical dyad partner to achieve optimal patient outcomes and company initiatives, including Quality, HEDIS/STARs, AHCA, optimal patient scheduling, financial management, patient engagement, recruiting/hiring, and employee and patient retention. Responsibilities include resolving complex technical and operational issues and overseeing multiple managers/supervisors or specialized professionals. Specific duties may vary by market or center, as determined by local leadership.

KEY RESPONSIBILITIES

• Leadership & Operational/Organizational Management:
• Proven experience in clinical operations and financial management, including P&L responsibilities.
• Proficiency in monitoring and analyzing key performance indicators (KPIs) such as Membership, Retention, Patient Engagement, Access, Scheduling, Referral turnaround time, phone abandonment rates, PCP/voluntary alignment change forms, and more.
• Monitor and manage data analytics, scorecards, cost & utilizations, HCC coding, and NPS Scores, focusing on patient satisfaction and performance improvement.
• Supervision and management of operational staff and guiding them on performance expectations, managing daily schedules, and supporting organizational change management.
• Engage in recruitment, development of internal leaders, and fostering continuous learning and improvement.
• Ensure team of healthcare professionals are trained in the principles and practices of Value Based Care (VBC).
• Responsible for contributing to leadership and financial discussions during monthly meetings with Market CAs and Regional AMD, utilizing exceptional presentation and facilitation skills to simplify complex information and engage audiences.
• Demonstrates strong financial acumen and managing Profit & Loss (P&L) to connect strategy with business results
• Collaborates with Community Engagement Professionals and Providers to develop and execute growth tactics within the center and community. Prioritizes centers for targeted growth investments.
• Evaluates performance of all operational staff directly reporting.
• Ensures accuracy of all supply ordering, invoices, and expense submissions as well as management of VSP resources.
• Ensure all standard operating procedures are adhered to within the center and all compliance required signage is visible in patient-facing areas and back-office to include breakrooms.
• Ensure growth targets and financial levers are understood and being met
• Understand and support center incident reporting and maintenance/facility needs
• Represent CenterWell/Conviva brands in community and media activities while collaborating with the recruitment team to build and network a pipeline of high-quality primary care clinicians (physicians, APPs, MAs, and other clinical professionals)

Clinical/Patient Experience:

• Experienced in managing outpatient care teams to maintain high patient satisfaction and strong brand in the community.
• Ensures centers are focused on obtaining and managing Google reviews.
• Ensure high levels of patient satisfaction by addressing clinician performance issues and fostering a patient-centric environment and culture of care.
• Focus on patient outcomes and integrate VBC principles into daily operations.
• Collaborate with providers on patient terminations in collaboration with compliance.
• Conduct monthly safety audits, manage MSDS and OSHA concerns, and address clinic operation opportunities.
• Ensures Center Administrators are addressing patient service recovering as needed and any clinician concerns are discussed with AMD to define any action.
• Collaborate with providers on patient terminations in compliance with regulations
• Maintains awareness of the competitive health care environment and escalates any issues.
• Ensures centers are completing monthly audits of payor directories to ensure providers within the center are accurately represented. Escalate necessary changes to Market President.

Dyad Partnership:

• Collaborate with the Associate Medical Director to achieve shared goals, ensuring consistent communication and unified decision-making.
• Align on performance management, clinical and operational strategies, growth (sales and retention) tactics, and present a unified voice to respective teams.
• Partner on operational budgeting and strategic planning, determining services, providers, and expected outcomes collaboratively.
• Focus on utilization management and review provider schedules to meet patient access goals, with biannual reviews of incentive plans.
• Monitor and communicate incentive and performance plans effectively.
• Collaborate to manage performance/disciplinary issues, either within the clinical or operational team.
• Ensure patient access across all centers overseeing balancing new patient access and acute needs for existing patients.

Use your skills to make an impact

Required Qualifications

• Must be able to work at the CenterWell Care clinic
• 5+ years of management experience in clinical care or related field, with experience driving results in a full-risk VBC environment.
• Strong understanding of healthcare regulations, compliance, and managed care.
• Skilled in EMR systems, DataHub, NPS, and other relevant software tools.
• Job is considered patient facing and is part of Humana's Tuberculosis (TB) screening program. Candidates selected for this job will be required to be screened for TB.
• Current CPR certification
• Associates working in the State of Florida will need ACHA Level II Background clearance.
• Must have a valid driver’s license as there will be travel between centers.
• Proven interpersonal skills with the ability to interface effectively both internally and externally with a wide range of people including physicians, office staff, hospital executives, medical groups, IPA's, community organizations and other health plan staff.
• Demonstrated interpersonal skills, enabling effective interaction both internally and externally with a diverse range of individuals, including physicians, office staff, hospital executives, medical groups, IPAs, community organizations, and other health plan staff.
• Candidates selected for this job will be required to adhere to Humana’s flu vaccine policy.

Preferred Qualifications

• Bachelor's degree or equivalent experience preferred. Degree preferably in Business administration Healthcare Administration, or a related field; or, in lieu of a bachelor’s degree, 10+ years of Healthcare
• Basic knowledge of Population Health and how it comes to life in a global risk primary care environment
• Familiarity with Medicare and Risk model
• Experience managing a budget of $1M

Scheduled Weekly Hours

40

Pay Range

$104,000 - $143,000 per year

Description of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

About Us

About CenterWell Senior Primary Care: CenterWell Senior Primary Care provides proactive, preventive care to seniors, including wellness visits, physical exams, chronic condition management, screenings, minor injury treatment and more. Our unique care model focuses on personalized experiences, taking time to listen, learn and address the factors that impact patient well-being. Our integrated care teams, which include physicians, nurses, behavioral health specialists and more, spend up to 50 percent more time with patients, providing compassionate, personalized care that brings better health outcomes. We go beyond physical health by also addressing other factors that can impact a patient’s well-being.

About CenterWell, a Humana company: CenterWell is a leading healthcare services business focused on creating integrated and differentiated experiences that put our patients at the center of everything we do. The result is high-quality healthcare that is accessible, comprehensive and, most of all, personalized. As the largest provider of senior-focused primary care, a leading provider of home healthcare and a leading integrated home delivery, specialty, hospice and retail pharmacy, CenterWell is focused on whole health and addressing the physical, emotional and social wellness of our patients. CenterWell is part of Humana Inc. (NYSE: HUM). Learn more about what we offer atCenterWell.com.

Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.

Centerwell, a wholly owned subsidiary of Humana, complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our full accessibility rights information and language options https://www.partnersinprimarycare.com/accessibility-resources