Director, Market Operations

AbsoluteCARE Medical Center & Pharmacy; Baltimore (MD); On-site; USD 135,000 - 150,000; Full time

Job summary

AbsoluteCARE Medical Center & Pharmacy in Baltimore seeks a Director of Market Operations to lead daily market operations and align administrative and clinical teams under the Market President.

The role manages 4–5 direct reports, develops KPIs, drives change, ensures compliance with state and federal codes, and partners with market leaders to improve care delivery across sites serving over 1,000 PCP members.

Qualifications

• Minimum of bachelor’s degree required. MBA preferred.
• Minimum of 5-8 years of leadership experience, with at least 5 years in Physicians Practice Management preferred.
• Strong organizational skills, proactive approach, attention to detail, and goal orientation.
• Excellent interpersonal and leadership abilities, with a proven track record, managing change effectively.
• Ability to identify issues, apply logical or creative problem-solving strategies, and implement practical solutions.
• Effectively prioritizes and completes assignments independently and efficiently.
• Proficient in Microsoft Office, Excel, and EMR systems.
• Eager to work collaboratively within a multidisciplinary team.
• Maintains a patient-centered approach.
• Capable multitasking while remaining organized.
• Committed to continuous improvement and teamwork.
• Upholds professional standards of appearance and neatness.
• Punctual and efficient in utilizing scheduled work time.

Responsibilities

• Hire and oversee the Practice Managers and Director of Clinical Nursing roles daily.
• Ensures that the management team has the tools and skills necessary for leading and managing their respective departments daily.
• Tracks market initiatives to ensure that communication, change management, and programs are adding value to the care model.
• Supervise direct reports to include weekly 1:1 setting, reviews KPIs, goals, and overall performance.
• Performing additional tasks and supports project management to support the market’s overall performance.
• Reviews and approves center expenses through Concur and ensures that expenses are aligned with policies of AbsoluteCare.
• Participate, and lead, weekly management meetings and monthly market-wide Town Hall meetings.
• Collaborating with other market leaders, such as the Engagement leader, and CCM/UM leader, to identify operational challenges and opportunities, and to develop action plans for decision-making and problem resolution.
• Collaborate with relevant teams to ensure provider schedules meet benchmarks and consult with clinical leadership for necessary changes or updates.
• Delegate work assignments to different team members so that there is a sense of ownership related to the work happening across the market.
• Lead the implementation of new workflows and procedures that require a director to ensure accountability and compliance with ongoing standards.
• Conduct regular quality assurance activities, including reviews, meetings, report evaluations, and direct observations, while maintaining professional and regulatory standards.
• Ensure that the Practice Manager facilitates in-service training sessions such as the annual fire drill, monthly safety and facilities checklist, and other educational sessions required for compliance.
• Review and support investigation in any incident reports with both knowledge and an understanding of how to prevent future incidents from occurring with common themes.
• Support activities related to member quality events, encouraging engagement among primary care providers and community members.
• Help to foster a positive culture of engagement among center staff. Measured by completion rate and annual employee engagement survey meeting or above company standards.
• Prepare necessary reports to support center operations and leadership decision-making.
• Promote the organization’s core values and provide leadership to achieve quality metrics.

Skills

Leadership

Change management

Communication

Multidisciplinary teamwork

Microsoft Office

Excel

EMR systems

Patient-centered approach

Education

Bachelor’s degree

MBA preferred

Tools

Microsoft Office

EMR systems

Job description

• Salary Range - $135,000 - $150,000

Job Summary

The Director of Market Operations is an important role in AbsoluteCare’s care delivery model. The Director, Market Operations (DMO) reports to the Market President and will be focused on ensuring that the operations of the market are functioning at a high level. The DMO will help lead a multi-disciplinary team made up of both administrative and clinical team members and is responsible for the overall daily operations that support our members. This role could have up to 4-5 direct reports and will be responsible for several important key performance indicators (KPIs) as well as setting up the culture in the market along with the dyad leadership team and other market leaders. This position will also be responsible for implementing and monitoring programs and policies that support our mission and are following state, federal and administrative codes. DMOs are typically only present in centers with >1,000 PCP members or could oversee more than one site.

Essential Duties and Responsibilities

Operational Leadership and Management

• Hire and oversee the Practice Managers and Director of Clinical Nursing roles daily. In addition, could also oversee any other administrative role that requires Director level oversight.


• Ensures that the management team has the tools and skills necessary for leading and managing their respective departments daily.


• Tracks market initiatives to ensure that communication, change management, and programs are adding value to the care model.


• Supervise direct reports to include weekly 1:1 setting, reviews KPIs, goals, and overall performance.


• Performing additional tasks and supports project management to support the market’s overall performance.


• Reviews and approves center expenses through Concur and ensures that expenses are aligned with policies of AbsoluteCare.

Team Collaboration and Communication

• Participate, and lead, weekly management meetings and monthly market-wide Town Hall meetings.


• Collaborating with other market leaders, such as the Engagement leader, and CCM/UM leader, to identify operational challenges and opportunities, and to develop action plans for decision-making and problem resolution.


• Collaborate with relevant teams to ensure provider schedules meet benchmarks and consult with clinical leadership for necessary changes or updates.


• Delegate work assignments to different team members so that there is a sense of ownership related to the work happening across the market.

Compliance and Quality Assurance

• Lead the implementation of new workflows and procedures that require a director to ensure accountability and compliance with ongoing standards.


• Conduct regular quality assurance activities, including reviews, meetings, report evaluations, and direct observations, while maintaining professional and regulatory standards.


• Ensure that the Practice Manager facilitates in-service training sessions such as the annual fire drill, monthly safety and facilities checklist, and other educational sessions required for compliance.


• Review and support investigation in any incident reports with both knowledge and an understanding of how to prevent future incidents from occurring with common themes.

Member and Staff Engagement

• Support activities related to member quality events, encouraging engagement among primary care providers and community members.


• Help to foster a positive culture of engagement among center staff. Measured by completion rate and annual employee engagement survey meeting or above company standards.


• Prepare necessary reports to support center operations and leadership decision-making.


• Promote the organization’s core values and provide leadership to achieve quality metrics.

Minimum Qualifications

• Minimum of bachelor’s degree required. MBA preferred.


• Minimum of 5-8 years of leadership experience, with at least 5 years in Physicians Practice Management preferred.


• Strong organizational skills, proactive approach, attention to detail, and goal orientation.


• Excellent interpersonal and leadership abilities, with a proven track record, managing change effectively.


• Ability to identify issues, apply logical or creative problem-solving strategies, and implement practical solutions.


• Effectively prioritizes and completes assignments independently and efficiently.


• Proficient in Microsoft Office, Excel, and EMR systems.


• Eager to work collaboratively within a multidisciplinary team.


• Maintains a patient-centered approach.


• Capable multitasking while remaining organized.


• Committed to continuous improvement and teamwork.


• Upholds professional standards of appearance and neatness.


• Punctual and efficient in utilizing scheduled work time.

Working conditions

This job operates in a professional office environment. This role routinely uses general office equipment. Exposed to diseases and infections of patients daily.

Physical requirements

• Ability to communicate clearly and exchange accurate information constantly.


• Ability to remain stationary for long periods of time.


• Constantly operates computer, keyboard, copy and fax machine, phone, and other general office equipment.

• Ability to occasionally move objects up to 20 lbs.

Direct reports

Practice Manager, Director of Clinical Nurse or Clinical Nurse Manager